The Monitor widget of the voice monitor dashboard is available at the enterprise and call center levels. It displays service-level real-time key performance indicators.
Depending on the number of call centers and services in the call center, you can view the Monitor widget in the graphical view or the tabular view.
The following image shows the Monitor widget for an outbound service in the tabular view. The gear icon in the upper-right corner of the widget enables you to customize the columns in the table in the tabular view.
For information about how to customize the table, see Customizing and Resetting GUI Settings.
Statistics
The following statistics are available on the Monitor widget:
- CIP: Number of calls currently in progress.
- Agents Logged In: Number of agents logged in to the call center or service.
- Agents In Call: Number of agents in the call center or service currently connected to a call.
- Time On Hold: Longest hold duration of all calls in the hold queue for the call center or service.
- Calls Transferred: Number of calls presented to the service for ACD routing.
- Total: Number of records loaded.
- Remaining: Number of records remaining.
- %Done: Percentage of loaded records that have been completed.
- Charge: Usage fees for the call center or service.
- Wait: Number of calls currently waiting in the queue.
- Calls Connected: Number of connected calls/transactions.
- Calls Failed: Number of calls that terminated without a connection.
- Calls Offered: Number of calls offered to an agent.
- Calls Handled: Number of calls offered to and successfully routed to an agent.
- Calls In Queue: Number of calls in the ACD queue waiting to be offered to an available agent.
- Completed: Number of calls completed.
- Total Abandoned Calls: Calls Offered minus Calls Handled.
- Today: Real-Time Report (RTR) for the current day.
- MTD: Real-Time Report (RTR) for the current month.
- Past: Real-Time Report (RTR) for a user-defined date range.
- Calls: Displays a link for the Calls button.
- Average Abandon Time: Average duration of calls in the queue for all abandoned calls.
- Calls Answered Within SL: Number of calls answered by an agent within the service level.
- Average Speed of Answer: Total queue duration (time that the caller spent in the ACD queue waiting for an agent) for all calls offered / Calls Handled.
- Service Level: (Number of calls answered by an agent within the service Level+ Number of calls abandoned within the service level) / Calls Offered.
- Abandon Rate: Number of abandoned calls / Calls Offered.
- Average Talk Time: Total talk time / Calls Handled.
- Average Wrap Time: Total wrapup time / Calls Handled.
- Average Handle Time: Total handle time / Calls Handled.
You can also view transaction-level details of all active and recently terminated transactions by scrolling to the right of the Monitor Outbound widget and clicking the See Calls
icon. This displays the Calls window.
The Calls window contains the following columns:
State: Call state. The available states are:
With no agents: Call is currently in the hold queue and has not yet been connected to an agent.
- On hold: Call has been placed on hold by an agent.
- With operator: The call is currently connected to an agent.
- Session Id: Current session ID.
- Start Time: Start time of the call in Hours:Minutes:Seconds.
- Connect Time: Time at which the caller was connected to the LiveVox platform, in Hours:Minutes:Seconds.
- Bridge Time: Time at which the caller was connected to an agent, in Hours:Minutes:Seconds.
- End Time: End time of the call in Hours:Minutes: Seconds.
- Priority: The priority (if defined) assigned to the call.
- Agent Skill: Agent skill (if defined) assigned to the call.
- Account: Account number captured for the call.
- Phone Number: Phone number dialed (outbound) or the ANI captured (inbound) for the call.
- Name: Name of the agent currently connected to the call.
- Logon Id: Logon ID of the agent currently connected to the call.