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Info

For voice, email, and SMS channels, the widgets that appear on the dashboard are based on the Graphical User Interface (GUI) settings. You can configure the GUI settings by clicking your avatar and then clicking GUI Settings. For more information, see the GUI Settings topic in Admin Guides.

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titleManaging the View

You can manage the view on the Voice monitor dashboard as needed.

  • If you want to change the position of a widget within the dashboard, you can drag the widget to where you want by using the dotted table icondrag iconImage Removeddrag iconImage Added, which appears next to the label of each widget.
  • If you want to monitor the agents who are available (Ready state), as well as monitor the agents who are unavailable (Not Ready state), at the same time, you can do so by creating multiple widgets through the GUI settings.
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titleVoice
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titleCampaign Control

You can use the Campaign Control widget to view and control the campaigns.

Info
  • You can search for a campaign by using using the Name filter box, which appears on the widget when at least 11 campaigns are present. To begin a search, enter at least three characters in the box. 
  • To view additional details of a campaign, on the Campaign Control widget, double-click the row containing the campaign.
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titleFiltering Campaigns

You can filter the campaigns on the Campaign Control widget by using the Filter By field, which contains the following options for criteria:

  • Today's: Displays all the campaigns uploaded on the current day.
  • Active: Displays all the campaigns uploaded on the current day and contain numbers to be contacted.
  • Playing: Displays all the campaigns containing numbers that are being contacted.
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titleCampaign Statistics

The following statistics appear on the Campaign Control widget:

  • Loaded: Number of valid contacts loaded from the campaigns.
  • Remaining: Number of contacts in the campaigns who are remaining to be contacted.
  • % Completed: Percentage of contacts in the campaigns that have been contacted.

You can customize the table on the widget by using the Customize Columns icon Customize Columns iconImage RemovedCustomize Columns iconImage Added and view the following columns. 

ColumnDescription
% Completed

Percentage of contacts in the campaign that have been contacted.

Actual End Time Date and time when the campaign ended.
Actual Start Time Date and time when the campaign began.
Allow Append Indicates if the campaign can be appended.
AM Option

Answering machine options for the campaign. This column contains one of the following values:

  • Don't Leave Messages
  • Leave Messages
  • Transfer all Connections
Built Date

Date and time when the campaign was built. 

Call Center Call center associated with the campaign.
Campaign ID ID assigned to the campaign.
Campaign Name Name of the uploaded campaign (filename).
Completed Number of contacts in the campaigns that have been contacted.
Control

Following icons to control the campaign:

  • Build Campaign Build Campaign iconImage RemovedBuild Campaign iconImage Added: Processes (builds) the contacts in the campaign, changing the campaign state from Ready to build to Ready.
  • Pause Campaign Pause Campaign iconImage RemovedPause Campaign iconImage Added: Temporarily stops the campaign, changing the campaign state from Playing to Paused.
  • Play Campaign Play Campaign iconImage RemovedPlay Campaign iconImage Added: Plays the campaign, changing the campaign state from Ready or Paused to Playing.

  • Stop Campaign Stop Campaign iconImage RemovedStop Campaign iconImage Added: Permanently stops the campaign, changing the campaign state from Playing or Paused to Done.

The icons are disabled until their functions are applicable to the campaign.

Info
  • A stopped campaign is reported and must be requeued to begin contacting.
  • The icons are disabled for deactivated campaigns.
  • If you attempt to pause or stop a system-generated campaign (such as inbound, manual, transactional email, transactional SMS, and scheduled callback), you are prompted to confirm your action.
Date Modified Date when the campaign was played.
Loaded

Number of valid contacts loaded from the campaign.

Info

Depending on the value in the Scrub column, the value in this column is either the same as that in the Uploaded column or less than that in the Uploaded column.

Play State

State of the campaign. This column contains one of the following icons:

  • Ready to build Ready to build iconImage Removed Ready to build iconImage Added: Campaign is not yet processed for contacting.
  • Loading Loading iconImage Removed Loading iconImage Added: Campaign is loading.
  • Ready Image Removed Image Added: Campaign is built and is ready to play based on the schedule.
  • Playing Playing iconImage Removed Playing iconImage Added: Campaign is active and calls are being placed.
  • Paused Paused iconImage Removed Paused iconImage Added : Campaign is paused and is ready to resume playing.
  • Done Done iconImage Removed Done iconImage Added: Campaign is completed or stopped; however, it is yet to be reported.
  • Reported Reported iconImage Removed Reported iconImage Added: Campaign is completed or stopped, and it is reported.
  • Scheduled Scheduled iconImage Removed Scheduled iconImage Added: Campaign is scheduled to play at a predefined time.
  • Deactivated Deactivated iconImage Removed Deactivated iconImage Added: Campaign has encountered errors.
Remaining

Number of contacts in the campaign who are remaining to be contacted.

Info
  • Before the campaign is run, the value in this column is the same as that in the Loaded column.
  • When the campaign is run, the value in this column is dependent on that in the Completed column.
Schedule Type of schedule for running the campaign (for example, on demand or scheduled).
Scrub Communication mode for which the contact numbers in the campaign are scrubbed. This column contains one of the following values:
  • None: No phone number in the campaign is scrubbed.
  • Wireless: Scrubs all wireless phone numbers in the campaign so that all landline numbers are contacted.
  • Landline: Scrubs all landline numbers in the campaign so that all wireless phone numbers are contacted.
  • Segmented Wireless: Uses different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the campaign. This mode is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of an account. That is, all wireless numbers from positions 1 through 15 are scrubbed.
Service ID ID of the service associated with the campaign.
Service Name Name of the service associated with the campaign.
Strategy Strategy for contacting the numbers in the campaign.
Type Type of service for the campaign (for example, outbound).
Uploaded Number of contacts uploaded in the campaign.
Uploaded Date Date and time when the campaign was uploaded.
Voice Voice talent assigned to the campaign (for example, Bob (American Male), Claudine (French Canadian Female), or Juanita (Spanish Female).
Info

If an active campaign is appended with contacts, the following statistics are accordingly updated on the widget:

  • %Completed
  • Completed
  • Loaded
  • Remaining
  • Uploaded

The Loaded and Uploaded values are updated regardless of whether the campaign is playing.

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titleMore Campaign Options
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titleCampaign Details

You can view the details of a campaign by double-clicking the campaign. The Campaign Details window contains the following tabs: 

  • General: Displays campaign details. You can adjust an active campaign's answering machine option by using the AM Option field.
  • State Breakdown: This tab appears only for an active campaign. The tab contains a map that displays the percentage of records completed by state.
  • Campaign Records: Displays a detailed view of the first 5000 records. This view can be sorted by the contact transaction ID, contact, first name, last name, queued, and modified date.
  • Change History: Displays all campaign activities and changes made by users.
  • Results: Displays a campaign-specific real-time report.
  • Partition: This tab appears only for an active campaign. The tab displays a diagram of the partitioning applied to the campaign.

You can view the details for other campaigns by using the Previous and Next buttons. You can also build, requeue, play, and stop campaigns through the Campaign Details window by using the respective buttons in the window. Any changes to the campaign settings can be applied by clicking Save.

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titleUploading or Creating Requeue Campaigns

You can upload a dialing list directly from your computer to the service that you are viewing. To do so:

  1. Click Upload.
  2. Click Browse to go to the list on your network or hard drive.

  3. Assign the dialing characteristics. 

    Note

    You cannot use partitioning or scheduling on lists loaded directly to a service.

  4. Click Upload.
    The dialing list is added.

    Info

    To proceed, see the Playing a Campaign section.

You can requeue a campaign for additional dialing passes after a campaign has finished dialing or has been stopped. To do so:

  1. Select the campaign to be requeued.
  2. Click Requeue .

  3. Assign the dialing characteristics of the requeue.

    Info

    To proceed, see the Playing a Campaign section.

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titlePlaying a Campaign

After a list is loaded to LiveVoxthe platform, the list must be built and played for the calls to launch. To move a campaign from an unbuilt state to a playable state:

  1. Select the campaign that you have uploaded and assigned.

  2. In the Control column, play or build the campaign by using the arrow icon or the wrench icon, respectively.

    Info
    • The play option processes the list and starts dialing.  
    • The build option processes the list but requires you to click Play for dialing.
    • Calls lanch launch if the list loads with contact records, the agents are signed in, and the dialing is allowed at the time.
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titleModifying the Service Properties

Nearly all service characteristics can be modified by selecting the S icon. If you have the correct access level, you can modify the service by using the various tabs available within the Service settings.

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titleLaunching Test Calls

By using the Test Call button, you can launch a test call with full account-level details to test dialing settings and the ACD assigned to the service. To do so:

  1. Click the Test Call icon.
  2. For a simple call, enter the phone number to dial, and then click Launch.
  3. To enter account information to test the contact flow or ACD, click Show Advanced Options.
  4. Enter the details that you want to be used for the test call.
  5. Click Launch.
    The test call is initiated.
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titleSearching for Customer Information

All attempts made to reach a specific phone number for the last 31 days on the selected service can be viewed by using the Contact Lookup icon. To do so:

  1. Enter the 10-digit phone number (without spaces or special characters) to be searched.
  2. Click Submit.
    The attempts made for the last 31 days appear. The summary can be exported to a CSV file, Microsoft Excel workbook, or a PDF file.
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titleDeactivating Undialed Accounts

To change a campaign's assigned attributes or service without requeuing, you can remove the record of undialed accounts so that a similar list can be reloaded. To do so:

  1. Select the campaign whose accounts are to be deactivated.
  2. Click Deactivate.
    The contacts that have not been dialed are removed from LiveVox's recordsthe records of the platform.
    You can l    oad similar accounts to the same or different service.
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titleService Monitor

You can use the Service Monitor widget to view call statistics for the current day. You can view the statistics in a graphical view (default) or a tabular view by using the Flip to Graphical View icon Flip to Graphical View iconImage Removed Flip to Graphical View iconImage Added or the Flip to Table View icon Flip to Table View iconImage Removed Flip to Table View iconImage Added , respectively. You can sort the statistics based on a period and view the statistics for additional time periods by using the Customize Columns icon Customize Columns iconImage Removed Customize Columns iconImage Added. 

The following statistics, which correspond to the service that you are viewing, are available.

StatisticDescription
Service Level

Percentage of inbound calls that are answered by agents and inbound calls that are abandoned by customers, within the defined threshold.

Info

By default, the threshold is 20 seconds. You can, however, modify the value through the Service Level Seconds field, which appears on the Settings tab of the Client or Services window.


Abandon Rate

Percentage of calls that customers disconnected (abandoned) before connecting to an agent.

Average Handle Time (mm:ss)

Average time that agents spend handling the complete interaction, from start to finish.

Average Abandon Time (mm:ss)

Average time that customers wait in the queue before abandoning calls.

Average Speed of Answer (mm:ss)

Average time that calls are in the queue until agents answer them (that is, the time that customers wait in the queue). Unlike Average Hold Time, this statistic does not include the time that the caller spends interacting with the IVR (Contact Flow).

Average Talk Time (mm:ss)

Average time that agents spend talking to customers. Unlike Average Handle Time, this statistic does not include hold or wrap-up time.

Average Hold Time (mm:ss)

Average time that your customers are placed on hold by agents during calls. 

Average WrapUp Time (mm:ss)

Average time that agents spend wrapping up calls.

Calls Offered

Number of calls offered to agents, which includes both handled calls and abandoned calls.

Calls Abandoned

Number of calls that customers disconnected (abandoned) before connecting to an agent.

Calls Handled

Number of calls handled by agents, from start to finish.

Calls Answered Within SL

Number of calls answered by agents within the defined service-level threshold.

Agents Logged In

Number of agents who are signed into the service.

Agents In Call

Number of agents who are signed into the service and are connected to calls.


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titleAgents

You can use the Agents widget to view statistics of the agent activities in relation to calls for the current day. The statistics correspond to the overall values for the enterprise. You can view the statistics in a graphical view or a tabular view by using the Flip to Graphical View icon Flip to Graphical View iconImage Removed Flip to Graphical View iconImage Added or the Flip to Table View icon Flip to Table View iconImage Removed Flip to Table View iconImage Added, respectively. You can also view the details and the dialing activities of an agent.

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titleAgent Statistics (Graphical View)

In the graphical view, the following statistics (charts) appears:

  • Agent states: Pie chart of the distribution of agents by state. You can view the Number of agents in a given state by hovering over the pie that represents that state. If you do not want to view the statistic of a state in the chart, click that state below the chart.
  • Live connects: Line chart of the Number of calls handled by agents for the last half hour (in increments of five minutes). This chart enables you to compare the volume of connected calls with the volume of agents who are logged on.
  • Agent state time: Bar chart of the distribution of total time (in minutes) spent by agents in a state. You can view the duration in each state by hovering over the chart. If you do not want to view the statistic of a state in the chart, click that state below the chart.
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titleAgent Statistics (Tabular View)

In the tabular view, you can customize the table by using the Customize Columns icon Customize Columns iconImage Removed Customize Columns iconImage Added and view the following statistics.

StatisticDescription
Account Account number associated with the call.
Agent Skill Agent skill assigned to the call.
Agent Team

Agent team to which the agent belongs.

Calls (Inbound)Number of inbound calls handled by the agent for the current day.
Calls (Outbound)Number of outbound calls handled by the agent for the current day.
Call Type Type of call that the agent is handling (for example, direct, HCI, inbound, or outbound).
Customer Phone Phone number dialed (outbound) or the ANI captured (inbound).
Duration (in secs) Duration for which the agent has been in the current state.
Logon ID Logon ID of the agent.
Name Name of the agent.
Reason Code Reason that the agent is in the Not Ready state.
Session Id ID of the current session
State

Current state of the agent, which can be one of the following:

  • Ready: Agent is ready to receive calls.

  • Not Ready: Agent is not ready to receive calls.

  • In Call: Agent is on one or more active calls.

  • Manual Dial: Agent is in the manual dialing mode (on a non-manual service), before dialing is attempted.

  • On Hold: Agent has placed all active calls on hold.

  • Transferring: Agent has been reserved by the Automatic Call Distributor (ACD) and is in the process of being connected to a call.

  • Wrap Up: Agent has concluded the call but is yet to assign a disposition (termination) code.

  • Preview Dialing: Agent is previewing an account and has the option to dial the number presented to them, skip dialing the number, or manually dial a different number.

  • In Call (Inbound): Agent is handling an inbound call.

  • In Call (Direct): Agent is handling a direct inbound call on the secondary line.

  • Not Ready (Voice Mail): Agent is checking the personal or group voicemail.

Team ID

ID of the agent team to which the agent belongs.

Total Calls

Number of calls handled by the agent.
Total Not Ready Time Total time that the agent spent in the Not Ready state.

Total Ready Time 

Total time that the agent spent in the Ready state.
Total Talk Time Total time that the agent spent in the In Call state.
Total Wrap Time Total time that the agent spent in the Wrapup state.
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titleFiltering Agents

In the tabular view, you can search for an agent by specifying at least three consecutive characters of their name in the  Name filter box. You can also search for agents in a specific state by specifying at least three consecutive characters of the state in the Name filter field.

In addition, you can filter the agents by using the See field, which contains the following options for criteria:

  • Logged Into Service: Default option, which displays the agents who are signed into the service.
  • Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed. This setting is available on the  Routing tab of the Services window.
  • All:  Displays the agents who are signed into the service and the targeted agents.

For 10DMT and HCI services, the See field contains the following options:

  • Clicker: Default option, which displays the agents who are signed only into the 10DMT or HCI service (as applicable).
  • Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed.
  • All: Displays the agents who are signed into the service and the targeted agents.
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titleViewing Agent Details and Dialing Activities

To view the details and the dialing activities of an agent, in the tabular view, double-click the row containing the name of the agent. The Agent Detail window appears, displaying the following tabs.

TabDescription
Agent Detail

Displays the following sections:

  • General: Displays the following information:
    • Duration (in secs): Duration for which the agent has been in the current state
    • Outbound Calls: Number of outbound calls handled by the agent for the current day
    • Inbound Calls: Number of inbound calls handled by the agent for the current day
    • Account: Account number associated with the call
    • Customer Phone: Phone number dialed (outbound) or the ANI captured (inbound)
    • Agent Skill: Agent skill assigned to the call
    • Calls Received: Number of calls handled by the agent for the current day
  • Charts: Displays the following charts:
    • Today's RPCs: Total right party contacts for the current day
    • Today's Online Time: Time that the agent was online for the current day
Agent Activity

Displays the Agent Activity report for the current day. 

Call Recording

Displays the Call Recording report for the current day. 

Info Displays information about the agent (such as, email address, extension, and team). You can modify the information.
Channels Indicates which channels are enabled for the agent and displays information pertaining to those channels (such as, maximum chat, email, and/or SMS threads). You can enable or disable the channels for the agent and modify the corresponding information.
Details

Displays the custom fields associated with the agent entity.

Agent Skill Displays the proficiency level of the agent for the assigned skills. You can change the level and the assignment.
Services Displays the services to which the agent is assigned. You can change the assignment.
Agent Hours Displays the schedule of the agent. You can change the schedule.
Change History Displays the changes made to the agent profile (such as, time stamp of the change, name of the user who made the change, and description of the change).
Scheduled Callback Displays information about the callbacks that are scheduled for the agent (such as, callback phone number, scheduled date and time for the callback, and status of the callback).


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titleSwitching Agent State

You can switch the state of one or more agents to Ready or Not Ready. To do so:

  1. I n the tabular view, in the rows containing the names of the agents whose state you want to switch, select the checkboxes, and then, as required, click the Ready icon Ready iconImage Removed Ready iconImage Added or the Not Ready icon Not Ready iconImage Removed Not Ready iconImage Added.
    The Agent Panel window appears, in which the Can Be Changed column indicates if you can switch the state of an agent. 

    Info

    For a given row, if this column does not contain an icon, you cannot switch the state of the agent.

  2. If you are switching the status to Not Ready, in the Reason Code field, select the reason for switching the state to Not Ready.

  3. Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for changing their status.

  4. Click Ok.
    A message appears to indicate if the state of the agents is switched.

    Info

    Your message appears on the agent desktops, along with your name and the time that the state was switched.

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titleLogging Agents Off

You can log one or more agents off from their agent desktops unless they are in a call or on hold. To do so:

  1. In the tabular view, in the rows containing the names of the agents whom you want to log off, select the checkboxes, and then click the Log off icon Log off iconImage Removed Log off iconImage Added.
    The Agent Panel window appears, in which the Can Be Logged Off column indicates if you can log an agent off. 

    Info

    For a given row, if this column does not contain an icon, you cannot log the agent off.

  2. Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for logging them off.

  3. Click Ok.
    A message appears to indicate if the agents are logged off.

    Info

    Your message appears on the agent desktops, along with your name and the time that they were logged off.

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titleSending a Message to Agents

To send a message to one or more agents:

  1. In the tabular view, in the rows containing the names of the agents to whom you want to send a message, select the checkboxes, and then click the Send Message icon Send Message iconImage Removed Send Message iconImage Added.
    The Agent Panel window appears, in which the Can Message Be Sent column indicates if you can send a message to an agent. 

    Info

    For a given row, if this column does not contain an icon, you cannot send a message to the agent.

  2. In the Message To Agents field, enter your message for the agents.

  3. Click Ok.
    A message appears to indicate if your message was sent to the agents.

    Info

    Your message appears on the agent desktops, along with your name and the time that the message was sent.

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titleChatting with Agents

You can chat with a maximum of 10 agents. To chat with one or more agents:

  1. In the tabular view, in the rows containing the names of the agents with whom you want to chat, select the checkboxes, and then click the Chat icon Chat iconImage Removed Chat iconImage Added.
    The Chat window appears, displaying the names of the selected agents in the Agents section.

  2. Select the agent with whom you want to chat, enter your message in the text box, and then press Enter.
    Your message is sent to the agent.

    Info
    • If the agents reply to your messages after you have closed the Chat window, the Number of missed messages appears next to the Chat icon on the Agents widget Chat icon with count of messagesImage Removed Chat icon with count of messagesImage Added.
    • If you navigate away from the LiveVox Portalplatform, the agents cannot send you messages.
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titleAgent Monitoring

In addition to monitoring agent statistics, as a manager, you can monitor a call through the following monitoring options:

  • Monitor: Listen to a call between your agent and customer in real time.

  • Coach: Listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
  • Barge: Voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.
Info
  • You can monitor your agents if you have any of the following roles:
    • Manager
    • Superuser
    • Sysadmin

  • You can use the monitoring options (Monitor, Coach, and Barge) even when an agent is not on a call (Not Ready state).

  • The agent or the customer is not notified through any sound when you enter or exit a call through any of the monitoring options.
Note

Before you can monitor an agent, ensure that the following checkboxes in the Agent Monitoring section on the Settings tab of the Client window are selected as required:

  • Monitoring Enabled
  • Coaching Enabled
  • Barging In Enabled

To monitor an agent:

  1. In the tabular view of the Agents widget of the voice monitor dashboard, click Start Monitor.
    Alternatively, you can double-click the row containing the name of the agent whose call you want to monitor, and then, in the Agent Details window, click Connect.

    Info

    This step is required to establish an audio pathway.

    The Enter Phone Number window appears, displaying the following fields:

    • Phone Number: Uses your Direct Inward Dialing (DID) number to establish the pathway.
    • Extension: Your extension. This field is optional.
    • Connect using computer: Uses your computer audio to establish the pathway.

  2. Either enter a value in the Phone Number and/or Extension fields or select the Connect using computer checkbox, and then click Ok.

    Info
    • Do not enter a special character in the Phone Number or Extension field.
    • If you choose to connect using your phone, your phone receives a call stating: This is a LiveVox Call.
    • LiveVox The platform supports voice connectivity over Google Chrome, Microsoft Edge, and Mozilla Firefox through the Web Real-Time Communication (WebRTC) technology.

    A message stating that the monitoring is initiated appears.

  3. In the Monitor column of the row containing the name of the agent whose call you want to monitor, or in the Agent Details window for the agent, click any of the following icons or buttons (monitoring options) as required:

    • Monitor Monitor iconImage RemovedMonitor iconImage Added
    • Coach Coach iconImage RemovedCoach iconImage Added
    • Barge Barge iconImage RemovedBarge iconImage Added
      A message stating that the selected monitoring action is launched appears.
Info
  • When you are monitoring a call, on the Agents widget, the cell in the Monitor column of the row containing the name of the agent appears green.
  • You can switch among the monitoring options. For example, you can click Barge after you have clicked Monitor or Coach.
  • You can switch the monitoring to a different agent.

If the audio path was established through the phone number (DID) mode, you can navigate to a different monitor dashboard (including for other levels) or to any window on the LiveVox Portalplatform, with your connection remaining intact. You can end the monitoring by manually disconnecting your call. However, if the audio path was established through the computer (WebRTC) mode, you are disconnected when you navigate away from the current monitor dashboard.

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titleAgent Averages

You can use the Agent Averages widget of the voice monitor dashboard to view a chart of the distribution of the average time spent by the agents who are signed into outbound services, in a specific state (such as In Call, Not Ready, Ready, or Wrapup). You can view this statistic in real time or for the last half hour by using the Real Time or Last 30 Minutes options in the drop-down arrow on the widget.

The value that appears next to a state outside the chart indicates the average time that the agents have spent in the state; this value is represented in the following format: hours: minutes: seconds. The value in the parentheses indicates the same value in percentage.

Info

If you do not want to view the statistic of a given state in the chart, click that state outside the chart. 

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titleAgent Book

You can use the Agent Book widget of the voice monitor dashboard to view the names of all the agents who are signed into the services. The widget displays the following statistics.

  • Outbound Calls: Number of outbound calls handled by the agent.
  • Inbound Calls: Number of inbound calls handled by the agent.

To view additional details, such as the service into which the agent is signed or the call time, hover over the avatar of the agent.

Info
  • This widget is available for an outbound service.
  • The color that appears on the circle of the avatar of an agent indicates the state of the agent. For example, a red circle indicates that the agent is in the Not Ready state.

You can filter the agents by using the See field, which contains the following options for criteria:

  • Logged Into Service: Default option, which displays the agents who are signed into the service.
  • Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed. This setting is available on the Routing tab of the Services window.
  • All: Displays the agents who are signed into the service and the targeted agents.

For 10DMT and HCI services, the See field contains the following options:

  • Clicker: Default option, which displays the agents who are signed only into the 10DMT or HCI service (as applicable).
  • Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed.
  • All: Displays the agents who are signed into the service and the targeted agents.
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titleActivity

You can use the Activity widget to view the methods for pacing calls and associated limits, in addition to viewing the call activities in real time.

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titleActivity Statistics

The Activity widget displays the following statistics and information.

Statistic/InformationDescription
CIPNumber of calls that are in progress for outbound, blended, or inbound service.
Calls In Queue

Number of calls that are in the queue, waiting to be offered to an available agent. This value is followed by the longest hold duration of a call in the queue (in parentheses). 

Info

For example, the value 3(01:05) indicates that three calls are in the queue, one of which has been in the queue for one minute and five seconds, while the others have been in the queue for less than one minute and five seconds.

Pace Method

Method of pacing calls within a set period of time (for example, abandon rate, number of lines per agent, or maximum calls in progress).

Throttle

Limit for the pace method (for example, allowed abandonment rate, maximum number of lines per agent, or maximum number of calls in progress).

Max Wait

Maximum amount of time that an outbound or inbound call can be placed on hold.

Info

For example, the value 00:30 indicates 30 seconds. Similarly, the value 01:30 indicates 1 minute and 30 seconds.

With Agent

Number of calls that are being handled by agents, along with the Number of agents who are signed into the service. 

Info

The value 4/8* indicates that four active calls are with agents and eight agents are signed into the service.

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titleSpecifying a Pacing Method

You can specify the pacing method for calls and define or modify the pacing limits for calls and SMSes. To do so:

  1.  On the widget, click the Revise icon Revise iconImage Removed Revise iconImage Added.
    The Revise Limits window appears.

  2. On the Voice tab, specify values in the following fields.

    FieldDescription
    Pacing Method

    The following options are available:

    • #/Agent: This method sets the line usage based on the number of lines dialed for each agent in the Ready state.

      Tip
      • This is the recommended pacing method for outbound services, especially if 10 or less agents are in the Ready state.
      • This option does not appear for inbound, SMS, and unattended services.

    • Abandon Rate: This method sets the line usage based on the calculation of the number of abandoned calls versus the number of calls that are connected to agents. LiveVox  The platform then determines the optimal time to launch calls in order to achieve the targeted abandon rate.

      Tip
      • This is the recommended pacing method if more than 10 agents are in the Ready state.
      • This option appears for a basic service.

    • Max CIP: This method sets the line usage based on the number of lines to be dialed, regardless of the number of agents who are signed into the service or are in the Ready state.

      Tip

      You must use this pacing method only for an unattended service.

    Throttle

    Determines how the pacing method is applied. By default, this field contains a value determined by LiveVoxthe platform. You can, however, adjust the limit for each pacing method upward or downward to enable more calls to be launched or limit the number of calls that can be launched.

    • For the #/Agent pacing method, this field indicates the maximum number of calls to be launched for every available agent.

      Info

      If the value in this field is 10, and if five agents are in the Ready state, 50 calls are launched.

    • For the Abandon Rate pacing method, this field indicates the allowed abandonment rate for calls.

      Info

      If the value in this field is 5, the allowed abandonment rate is 5%.  

    • For the Max CIP pace method, this field indicates the maximum number of calls to be launched, regardless of the number of available agents.

      Info

      If the value in this field is 50, 50 calls are launched.

    Max Wait

    Maximum amount of time that an outbound or inbound call can be placed on hold. By default, when a call exceeds this value, a message is played to the recipient of the call and the call is terminated. You can, however, define how you want to handle a call that exceeds this value by using the Contact Flow (for example, post-call survey, self-service payment, or voicemail).

  3. On the SMS tab, specify a value in the Max SMS Per Second field, which indicates the maximum number of SMSes that can be sent per second.

    Note

    For HTI service, the number of messages sent by an agent is controlled by the 10 Digit Long Code (DLC) Short Message Service (SMS) number type, which is a 3 SMS per second throughput.

  4. Click Revise.
    The updated values appear on the Activity widget.
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titleViewing Activity History

To view all changes made to the widget, on the widget, click the Change History icon Change History iconImage Removed Change History iconImage Added.

Info

To view a detailed description, hover over the value.

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titleLive Charts

You can use the Live Charts widget to help you evaluate the effects of your pacing settings over the last 60 minutes. The widget displays the following real-time charts, which you can view by using the carousel icon carousel iconImage Removed carousel iconImage Added on the widget:

  • With Agents: Line chart of the average Number of calls that agents have handled for the last hour (in increments of fifteen minutes). 

    Info
    • While having more agents on calls is a positive outcome, consider checking your call abandonment rate to ensure that you have not inadvertently dropped too many calls to keep your agents as busy as you required.
    • An average Number of calls with agents that is below normal for your call center indicates that you are dialing too slowly (under pacing), resulting in a low abandonment rate.

  • On Hold: Line chart of the average Number of calls that agents have placed on hold for the last hour (in increments of fifteen minutes).

    Info
    • An average Number of calls on hold that is above normal for your call center indicates that you are dialing too rapidly (overpacing).
    • An average Number of calls on hold that is below normal for your call center indicates you are dialing too slowly (underpacing).
Info

These live charts provide real-time hourly aggregate data. The data on the charts is collected constantly, even when a campaign is not running on the service. If there are instances where the agents do not have any calls, ensure that the campaign has been active at that time.

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titleHold Queue

You can use the Hold Queue widget to view the calls that are in the Automatic Call Distributor (ACD) queue, waiting to be offered to an available agent. You can customize the table that appears on the widget by using the Customize Columns icon Customize Columns iconImage RemovedCustomize Columns iconImage Added and view the following statistics.

StatisticDescription
Service IDID of the service associated with the call that is in the queue.
Service NameName of the service associated with the call that is in the queue.
NameName of the customer whose call is waiting in the queue.
Agent SkillSkill associated with the agent.
AccountAccount number associated with the call that is in the queue.
Customer PhonePhone number associated with the call that is in the queue.
PriorityPriority of the call that is in the queue.
DurationDuration for which the call has been in the queue, represented in minutes and seconds.
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titleOutcomes and Costs

You can use the Outcomes and Costs widgets to view the outcome of calls and associated service costs for the current day. In addition, you can use the Outcomes widget to view real-time reports for the current day and month. 


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titleOutcome Statistics

The Outcomes widget displays the following statistics.

StatisticDescription
ConnectedNumber of calls that are connected to a live party or a machine (for example, answering machine).
TransferredNumber of calls that are presented to the service for routing to agents.
Did not connectNumber of calls that terminated without a connection.
RPC

Number of calls in which an agent connected with the intended person (right party) per hour.

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titleCost Statistics

The Costs widget displays the following statistics.

StatisticDescription
Today's Connected

Minutes of calls that are connected to a live party (not an agent) or a machine for the current day, along with the total charge for the minutes in U.S. dollars.

Info

The time taken to transfer the call to an operator is not included.

Today's With Agent

Minutes of calls that are handled by agents (from start to finish) for the current day, along with the total charge for the minutes in U.S. dollars.

Info

The time taken to transfer the call to an operator is included.

Total's Today

Minutes of calls for the current day, along with the total charge for the minutes in U.S. dollars.

Info

Each call attempt is charged.

MTD's Connected

Minutes of calls that are connected to a live party (not an agent) or a machine for the current month (until the current time), along with the total charge for the minutes in U.S. dollars.

Info

The time taken to transfer the call to an operator is not included.

MTD's With Agent

Minutes of calls that are handled by agents (from start to finish) for the current month (until the current time), along with the total charge for the minutes in U.S. dollars.

Info

The time taken to transfer the call to an operator is included.

Total's MTD

Minutes of calls for the current month (until the current time), along with the total charge for the minutes in U.S. dollars.

Info

Each call attempt is charged.

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titleViewing Real-Time Report

To view the real-time report for the current day (until the current time), on the Outcomes widget of the voice monitor dashboard, click Today . To view the real-time report for the current month (until the current time), on the Outcomes widget, click MTD .
The Today window or the MTD window appears, displaying the following data.

SectionDataDescription
Summary Client Name of your organization.
Call Center Name of the call center for which you are viewing the report.
Report Date Date and time when you clicked the Today or MTD link.
Service Name of the service for which you are viewing the report.
Dates Period for which you are viewing the report (that is, current day or current month).
Connected

Number of calls that were connected, including the following data:

  • Live Answer: Number of calls that were answered by agents (live).
  • Automated Answer: Number of calls that were answered by an answering machine (automated).
Not Connected

Number of calls that were not connected to agents.

Info

Some of the reasons for this data are but not limited to a busy tone, an invalid phone number, or an unanswered call.

Successful Operator Xfer

Number of calls that were connected to agents, including the following data:

  • Percentage of all calls that were available for transfer and connected to agents.
  • Average duration of calls that were connected to agents, in seconds.
Outcomes Category

Categories of calls, such as the following:

  • Left Message: Calls where a message was left.

  • Not Made: Calls that were not attempted.

    Info

    Some of the reasons for this category are but not limited to a duplicate call, an invalid phone number, or the Do Not Call (DNC) list.

  • Operator Transfer: Calls that initiated an agent transfer.
Totals Number of calls in a category.
% Of Total Calls Percentage of calls in a category.
Avg Call Length Average duration of calls in a category.

Charges

Connected Calls

Minutes of calls that are connected for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars.

Info

The time taken to transfer the call to an operator is not included.

Operator Xfer

Minutes of calls that are handled by agents (from start to finish) for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars.

Info

The time taken to transfer the call to an operator is included.

Totals

Sum of the minutes of connected calls and calls that are handled by agents for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars.

Info

Each call attempt is charged.

Tip

You can export the report to a CSV file, Microsoft Excel workbook, or a PDF file by using the respective options in the window.

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titleState Map

You can use the State Map widget to view the geographic map of a country in which the states are highlighted in varying shades based on the percentage of contacts for which dialing is completed. This widget is available for an outbound service.

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