The Contact Center Monitoring view is a customizable view that allows for some of the following functionality:
- Monitoring Multiple teams from a single view.
- The option of re-sizing and re-ordering the columns as required.
- The option of dragging and dropping the columns in the preferred order that will be saved in local storage.
- A scroll bar is available that allows for scrolling both Vertically and Horizontally.
- A settings button to enable or disable fields from appearing on the Grid View which will also be saved in local storage.
- A refresh button to keep you updated on the latest stats.
- The option of viewing the column heading in full by hovering over the name.
The information shown on the Grid view by default will include the following fields:
Name - Shows all Agents assigned to the selected Team/s in alphabetical order. An Agent can belong to more than one team however; their stats and live status will remain the same across all teams they belong to.
Team - Shows the Team Name in Alphabetical order.
Log Out - Allows the User to manually log the Agent out.
Routing Status - Shows all Agents assigned to the selected Team/s and their live routing status as either On duty or Off duty with the ability to filter for Agents with either of these routing statuses.
Activity Status - Shows all Agents assigned to the selected Team/s and their activity status as either Waiting, Conversing or Not Responding. Waiting will start out with “No Fill” and will change to a Red highlight after 2 min, Not Responding will be highlighted in Red and Conversing will be highlighted in Green.
Activity Status Duration - Shows all Agents assigned to the selected Team/s and the duration of their activity status.
Online / Offline - Shows all Agents assigned to the selected Team/s and whether they are online or offline with the ability to filter for either of these.
Presence - Shows all Agents assigned to the selected Team/s in one of these presences i.e. Away, Available, Busy, Lunch, Training, Meeting or Break.
Presence Duration - Shows all Agents assigned to the Team/s and the duration of their presence status.
Live Actions - Provides the Team Leader with the option to spy or whisper on a call. Spy - Allows you to listen in on a call without the agent or client being aware of your presence. Whisper - Allows you to communicate with the agents without the client hearing you (agents cannot respond to the team leader/supervisor).
Change Routing Status - Allows you to adjust the current status of the agent (On duty /Off duty).
Change Presence - This allows you to change the presence of an off-duty agent.
Inbound Call Connected - This shows the number of Inbound calls connected and will be a portion of all calls connected.
Outbound Call Connected - This shows the number of Outbound calls connected and will be a portion of all calls connected.
Call Connected - Shows the Total number of calls connected for both Inbound and Outbound calls.
Instant Message Connected - Shows the Total number of Instant Messages connected based on Capacity and Interruption rules.
Webchat Connected - Shows the Total number of Webchats connected based on Capacity and Interruption rules.
SMS Connected - This shows the Total number of SMSs connected based on Capacity and Interruption rules.
Emails Connected - Shows the Total number of Emails connected based on Capacity and Interruption rules.
Campaign Task connected - Shows the Total Number of Campaign Tasks connected based on Capacity and Interruption rules.
Tickets Connected - Shows the Total number of Tickets connected based on Capacity and Interruption rules
Webphone Status - Shows the Status of the Embedded Webphone as either Green (Login Successful or call connected), Orange (Login attempted, Call rejected or Call cancelled), Red (Media Device Error, Pop Up Error or Login Error), or Grey (Session Closed).
No Response - Shows the number of interactions the Agent rejected, failed to respond to or cancelled. Note that this stat will reset at the organisation’s midnight.
Hold - Shows the number of times the Agent placed the customer on hold. Note that this stat will reset at the organisation’s midnight.
Consults - This shows the number of times the Agent attempted to make a consult and will not necessarily result in a transfer. Only calls can have this outcome. Note that this stat will reset at the organisation’s midnight.
Transfers - Shows the Total number of times that the Agent assigned to the Team/s has attempted a transfer. This includes Blind transfer attempts and Warm Transfer attempts. Only calls can have this outcome. Note that this stat will reset at the organisation’s midnight.
Inbound Work Calls - Shows the number of Inbound calls handled for the day. Note that this stat will reset at the organisation’s midnight.
Outbound Work Calls - Shows the number of Outbound calls handled for the day. Note that this stat will reset at the organisation’s midnight.
Inbound Private Calls - Shows the number of Inbound Private calls handled for the day. Note that this stat will reset at the organisation’s midnight.
Outbound Private Calls - Shows the number of Outbound Private calls handled for the day. Note that this stat will reset at the organisation’s midnight.
Internal Calls - Shows the number of Internal calls handled for the day. Note that this stat will reset at the organisation’s midnight.
Emails - This shows the number of emails handled for the day. Note that this stat will reset at the organisation’s midnight.
SMS - Shows the number of SMSs handled for the day. Note that this stat will reset at the organisation’s midnight.
Webchats - This shows the number of Webchats handled for the day. Note that this stat will reset at the organisation’s midnight.
Instant Messages - This shows the number of Instant messages handled for the day. Note that this stat will reset at the organisation’s midnight.
Tickets - This shows the number of Tickets handled for the day. Note that this stat will reset at the organisation’s midnight.
Prospects - Shows the number of Prospects handled for the day. Note that this stat will reset at the organisation’s midnight.
Successful (Prospect Conversation Outcome) - Shows the number of Prospects handled today that had a successful outcome. Note that this stat will reset at the organisation’s midnight.
Pending (Prospect Conversation Outcome) - Shows the number of Prospects handled today that had a pending outcome. Note that this stat will reset at the organisation’s midnight.
Unsuccessful (Prospect Conversation Outcome) - Shows the number of Prospects handled today that had an unsuccessful outcome. Note that this stat will reset at the organisation’s midnight.
Total Waiting Time - This shows the Total amount of time that the Agent was waiting for work and is a daily stat. Note that this stat will reset at the organisation’s midnight.
Total Not Responding Time - This shows the Total amount of time that the Agent was in a Not Responding state either by rejecting the interactions or the interactions timing out. Note that this stat will reset at the organisation’s midnight.
Total Hold Time - This shows the Total amount of time that the Agent placed a call on hold in order to consult with the Team Leader or another party to find an available member or more information allowing the Agent to better handle the call. The time is calculated from the time the Agent put the caller on hold plus the duration of the customer being on hold while the agent is making a consultation. Note that this stat will reset at the organisation’s midnight.
Total Consult Time - Shows the Total amount of time the Agent was in consultation. Note that this stat will reset at the organisation’s midnight.
Total Wrap-Up Time - This shows the Total amount of time that the Agent spent wrapping up the interactions. Note that this stat will reset at the organisation’s midnight.
Total Talk Time - Shows the Total amount of time that the Agent spent interacting. ( this is the talk portion of a call, excluding wrap-up and hold time). NB: Talk time stat also increases while being connected on all CC interaction types (email, SMS, web chat, etc.) and not just on calls. Note that this stat will reset at the organisation’s midnight.
Total Handle Time - Shows the Total amount of time taken in handling interactions. Note that this stat will reset at the organisation’s midnight.
Average Handle Time - This shows the Total amount of actual conversing time for all interactions handled divided by the number of interactions handled. Note that it is possible for the Total handled time to be more than the conversing time. Note that this stat will reset at the organisation’s midnight.
Total Conversing Time- This shows the total amount of time the Agent spends conversing and includes overlapping of interactions. Note that this stat will reset at the organisation’s midnight.
Agent Rating % - This will return a rating in percentage based on the Survey the customer participated in after the interaction has ended. This is calculated based on the number of questions answered for each survey for a survey score. All the survey scores are then added for each interaction and then divided by the number of interactions handled with a survey completed. Note that this stat will reset at the organisation’s midnight.
Total Available Time - Shows the Total amount of time that the Agent was available. Note that this stat will reset at the organisation’s midnight.
Total Away Time - Shows the Total amount of time that the Agent was away. Note that this stat will reset at the organisation’s midnight.
Total Break Time - Shows the Total amount of time that the Agent was on a break. Note that this stat will reset at the organisation’s midnight.
Total Lunch Time - Shows the Total amount of time that the Agent was on lunch. Note that this stat will reset at the organisation’s midnight.
Total Busy Time - Shows the Total amount of time that the Agent was busy. Note that this stat will reset at the organisation’s midnight.
Total Meeting Time - Shows the Total amount of time that the Agent was in a meeting. Note that this stat will reset at the organisation’s midnight.
Total Training Time - Shows the Total amount of time that the Agent was in training. Note that this stat will reset at the organisation’s midnight.
Total Off Duty Time - Shows the Total amount of time that the Agent was off duty. Note that this stat will reset at the organisation’s midnight.
Disposition % - Shows Interactions handled with a disposition set calculated as a percentage of interactions received. E.G. 10 interactions handled with disposition set out of 20 interactions received will be calculated as follows - ( (10/20)*100). Note that this stat will reset at the organisation’s midnight.
Configuring the visible stats:
Team leaders/Supervisors can configure the columns available on the Contact Center Monitoring view by clicking on the gear icon located on the top right-hand side of the view.
From the columns view, you can select or deselect various stats to have them added or removed from your Contact Center Monitoring view.
Once you have made your adjustments click on the “save” button to implement your changes.
Adding & removing teams:
Team/s can be added to the view by clicking on the drop-down menu on the left side of the dashboard and selecting the team that you want to add to the view, and clicking “Add Team”.
Team/s can be removed from the view by clicking on the “remove” button located on the left side of the team name.
Annexure: List of all the stats available in the Settings menu:
|
Settings |
|
|
Short Name |
Long Name Over Hover |
|
Live Connected Stats |
|
|
Team |
Team |
|
Logout |
Logout |
|
Routing |
Routing Status |
|
Act |
Activity Status |
|
Act.Dur |
Activity Status Duration |
|
On/Off |
Online / Offline |
|
Presence |
Presence |
|
Presence.Dur |
Presence Duration |
|
Spy/Whisper |
Spy/Whisper |
|
In Call Con |
Inbound Call connected |
|
Out Call Con |
Outbound Call Connected |
|
Call Con |
Call connected |
|
IM Con |
IMs connected |
|
Chat Con |
Webchats connected |
|
SMS Con |
SMSs connected |
|
Email Con |
Emails connected |
|
CT Con |
Campaign Task connected |
|
Ticket Con |
Tickets connected |
|
Webphone |
Webphone Status |
|
Interaction Today's Stats (Resets at Organisation Midnight) |
|
|
N.R |
No Response (#) |
|
Hold |
Hold (#) |
|
Consults |
Consults (#) |
|
Transferred |
Transferred (#) |
|
INBD Work |
Inbound Work calls |
|
OBND Work |
Outbound Work calls |
|
INBD Pvt |
Inbound Private Calls |
|
OBND Pvt |
Outbound Private Calls |
|
Int |
Internal Calls |
|
Emails |
Emails |
|
SMS |
SMS |
|
Chats |
Webchat |
|
IM |
Instant Message |
|
Ticket |
Ticket |
|
Prospects |
Prospects |
|
Successful |
Successful (Prospect conversation outcome) |
|
Pending |
Pending (Prospect conversation outcome) |
|
Unsuccessful |
Unsuccessful(Prospect Conversation Outcome) |
|
Tot.WT |
Total Waiting Time |
|
Tot.NR |
Total Not Responding Time |
|
Tot.Hold |
Total Hold Time |
|
Tot.Consult |
Total Consult Time |
|
Tot.WU |
Total Wrap-Up Time |
|
Tot.TT |
Total Talk Time |
|
Tot.HDLT |
Total Handle Time |
|
AHT |
Average Handle Time |
|
Tot.CVT |
Total Conversing Time |
|
A.R |
Agent Rating % |
|
Tot.Avail |
Total Available Time |
|
Tot.Away |
Total Away Time |
|
Tot.Break |
Total Break Time |
|
Tot.Lunch |
Total Lunch Time |
|
Tot.Busy |
Total Busy Time |
|
Tot.Meet |
Total Meeting Time |
|
Tot.Train |
Total Training Time |
|
Tot.OD |
Total Off duty Time |
|
Disp |
Disposition % |