Sign In process:
To log into the mobile, you need to navigate to https://m.zailab.com and go through the normal sign-on process the same as if you were logging into conversation.zailab.com
The Team Leader has the ability to sign in using SAML. Please refer to the link below for additional information.
What is SAML & how does it work
Inbound Live Dashboard
Once the Team Leader is signed on to the Mobile View using their preferred sign-in method. The Team Leader should see two options; one for the Inbound Live Dashboard and the other for Contact Centre Monitoring. The Team Leader selects Inbound Live Dashboard and will see all Services in the Organisation based on the Team Leader’s Attributes.
To navigate between the Inbound Live Dashboard and the Home Screen simply click on the tile and the view will open.
- There is a headers section above the legend that can be expanded or collapsed when selected.
- On the left next to the organization name, you have the back button that will navigate you to the home screen
- Next to that is your organization's name
- On the right, you have the logout button that logs you out and navigates you to the sign-in page
- Below the organization name, you will see the channels which will default to calls (you will be able to scroll left and right and select a channel)
- Below the logout button, you have your search functionality (it is a “starts with” search)
- Next to that, you have your manual refresh button
- Next to that, you can select an automatic refresh interval
Team Leaders will have access to the following statistics:
- Graphs showing Waiting, Received, and Agent Live Status
- In SLA - last 30 min timer in Red or Green depending on whether the SLA has been breached or not in that 30 min frame for that Service
- Longest waiting interaction timer for that Service
The Team Leader drills down into Work types and will have access to the following statistics:
- Graphs showing Waiting, Received, and Agent Live Status.
- In SLA - last 30 min timer in Red or Green depending on whether the SLA has been breached or not in that 30 min frame for that Work type.
- Longest waiting interaction timer for that Work type.
NB:
- Waiting will increment with all interactions that enter the waiting room.
- Received will increment when an Agent accepts an interaction from the waiting room
- The SLA percentage will change from Green(In SLA) to Red(Out of SLA) when the interaction in the waiting room breaches SLA.
- The Handled percentage will change from Green(Handled) to Red(Not Handled) when the Agent goes into not Responding or when the Agent rejects the incoming interaction.
- Agents' Live Status will change when an Agent assigned a specific service and work type moves from one state to another.
- The Agent ratio will update based on Agents on Duty and Off Duty status
Contact Centre Monitoring
Once the Team Leader is signed on to the Mobile View using their preferred sign-in method the Team Leader should see two options; one for the Inbound Live Dashboard and the other for Contact Centre Monitoring. Once the Team Leader selects Contact Centre Monitoring they will see all Teams in the organization based on the Team Leader Attributes.
To navigate between the Contact Centre Monitoring Dashboard and the Home Screen simply click on the tile and the view will open.
- There is a headers section above the legend that can be expanded or collapsed when selected.
- On the left next to the organization name, you have the back button that will navigate you to the home screen.
- Next to that is your organization's name.
- On the right of your organization's name, you have the logout button that logs you out and navigates you to the sign-in page.
- Below the organization name, you have your search functionality (it is a “starts with” search)
- Next to that, you have your manual refresh button.
- Next to that, you can select your automatic refresh interval.
The Team Leader will have access to the following statistics:
- Graphs showing Total Interactions, Total CC Connected Interactions, and Agent status breakdown.
- Average Handle Time for each Team (Total Talk Time + Total Hold Time +Total Wrap Up Time / by the Number of Agents with a Handle Time today)
- Transfers (The Total number of Blind and Warm Transfers for each Agent combined
- The first two Graphs will indicate a percentage and the third will indicate a live status with a counter for the number of Agents on Duty
When a Team Leader drills down into the team you will see the following statistics:
- Graphs showing Total Interactions, Total CC Connected Interactions, and the Individual Agent live status with a timer indicating the amount of time spent in that state.
- Average Handle Time for the individual Agent (Total Talk Time + Total Hold Time +Total Wrap Up Time / by the Number of CC Connected interactions )
- Transfers (The Total number of Blind and Warm Transfers for the individual Agent)
- A conversing time for the day (Total Conversing time combined for all connected interactions)
- An Off Duty time for the day (Updates when the Agent goes back on Duty)
NB:
:
- We consider the following as interactions:
- inbound CC call
- outbound CC call
- Inbound office call
- outbound office call
- Inbound private call
- outbound private call
- internal call
- inbound email
- outbound email
- inbound SMS
- outbound SMS
- inbound webchat
- inbound WhatsApp
- Inbound ticket
- Missed is incremented when an Agent is notified of an incoming interaction and does not accept the interaction (timed out or rejected).
- Inbound interactions for which the Agent is in a not responding state will increment the missed interaction percentage
- CC Connected Interactions are only Contact Centre interactions both inbound and outbound across all channels that the Agent is connected to.
- The disposition percentage will start off as Red (No Disposition set) but will update once the Agent sets a Disposition.
- The Agent's live status when Off Duty will be a solid Grey with no timer until the Agent comes On Duty and either stays in a waiting, conversing, or not responding state or goes Off Duty again, and only then will there be an Off Duty timer