...
The dashboards can be displayed on any screen (for examplesuch as, tablets, desktop computers, or widescreen office monitors) , for private or public view, to enable you to monitor the activities related to your call center in real time.
This document provides basic information and guidelines for supervisors and managers using LiveVox Wallboards.
| Info |
|---|
|
Getting Started
| Note |
|---|
Before you begin, ensure that you have the following information:
|
...
- On your browser, in the Address bar, enter the Wallboard link provided by LiveVox (similar to https://client.livevox.com/qcsportal).
The Sign in window appears. - Enter your user name and password, and then click Sign in.
The Dashboard tab appears.
| Info |
|---|
You can modify the position of the panels on the dashboard by dragging them to where you want them within the window. |
Icon Descriptions
The following table describes some of the icons that appear in the Dashboard window.
...
On the Dashboard menu, click Create a new dashboard icon (
).
The New dashboard row appears in the Personal section.Info You can change the type of dashboard (shared or personal) anytime.
A dashboard is created.
Specify a name for the dashboard, and then click anywhere.
Info You can rename the dashboard anytime.
The New panel window appears.
Info You can rename the panel anytime.
Click the Edit this panel icon (
).
The Editor window appears.Info - You can modify the font size and the frame color for the panel by using
. - The default view of the panel is a grid (with rows and columns). You can, however, change the view.
Note The following steps in this procedure assume that you have retained the default view (Grid).
- You can modify the font size and the frame color for the panel by using
- On the Rows tab, click
.
The following options (subjects) appear:- Agencies, call centers and services
- Agents
- Select the subject for which you want to display the metrics on the panel.
Parameters related to the selected subject appear, each displaying a checkbox. Select the checkbox next to each parameter for which you want to display the metrics on the panel.
Info To select all the parameters at once, select the checkbox next to the subject.
- On the Columns tab, click .
The following options (statisticsstatistic types) appear:- Historical stats: Statistics for the last two hours.
- Real-time context: Statistics in real time.
Select the statistic type for which you want to display the parameters on the panel.
Parameters related to the selected statistic type appear, each displaying a checkbox.Info To learn about a parameter, hover over it.
Select the checkbox next to each parameter for which you want to display the metrics on the panel.
Info To select all the parameters at once, select the checkbox next to the statistic type.
- If you want to define the service-level agreement (SLA) values (limits) for the applicable parameters (based on which warnings and alerts are displayed):
- Click the SLA tab
A table with the selected statistic parameters appears.
- In the row displaying the parameters for which you want to define SLA values, in the Too low and Too high columns, specify values in the Violation and Warning subcolumns.
- If you want the SLA values that you have defined for a parameter to take precedence over the default SLA values, select the Override checkbox in the row displaying that parameter.
- Click the SLA tab
Click Apply.
A preview of your changes appears in the New Panel window.Info - If a chart was displayed in the New Panel window, it is updated to reflect the SLA limits that you specified.
- You can display the values in the panel as one of the following by using
:- Percentages only
- Values and percentages
- Values only
- You can revert all your changes (before you save them) by using the Undo pending edits icon (
).
Click the Save changes icon (
).
Your changes are saved.
...
Supervisor Agent State Change
Supervisor/Agent Chat
Reporting
...
Elements Definitions
| Subject | Statistic Type | Statisitic | Parameter | Definition |
|---|---|---|---|---|
| Agencies, call centers, and services | Historical | Call counts | Abandoned calls above service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration greater than your service level threshold. |
| Abandoned calls below service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration less than your service level threshold. | |||
| Accounts attempted | Total number of unique account numbers that were attempted to be contacted. | |||
| Calls attempted | Total number of calls that were attempted. | |||
| Connected | Total number of calls that were connected. | |||
| Failed operator transfers | Total number of calls for which operator transfer failed. | |||
| In person | ||||
| Promise to pay calls | Total number of calls in which customers agree to pay a certain amount of money (when a payment is overdue). | |||
| Right party contacts | Total number of calls with a status in RPC_SUCCESS or RPC_NO_SUCCESS within the given interval. | |||
| Wrong party contacts | Total number of calls with a status not in RPC_SUCCESS or RPC_NO_SUCCESS within the given interval | |||
| Successful calls above service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration greater than your service level threshold. | |||
| Successful calls below service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration less than your service level threshold. | |||
| Successful operator transfers | Total number of calls that were transferred to an operator. | |||
| Total inbound calls | Total number of inbound (mobile originated) calls. | |||
| State durations | Average abandon time | Average time that your customers waited in the queue before abandoning calls. | ||
| Average delay | Average IVR time for the contacts offered to your agents. | |||
| Average handle time | Average time that your agents spent handling the complete interaction, from start to finish (including wrap-up time). | |||
| Average in call time | Average time that your agents spent on calls. | |||
| Average ready time | Average time that your agents spent in the Ready state. | |||
| Average talk time | Average time that your agents spent talking to customers. This does not include hold or wrap-up time. | |||
| Average wrap up time | Average time that your agents spent wrapping up calls and the total contacts handled within the given interval. | |||
| Hold time | Total time that your agents took to answer calls. That is, the total time that calls were placed on hold. | |||
| In call time | Total time that your agents spent on calls talking to customers (In Call state). | |||
| IVR time | Total time that your customers spent before they were connected to an agent since they made the call. | |||
| Not ready time | Total time that your agents were not ready to place or receive calls (Not Ready state). | |||
| Preview dial time | Total time that your agents spent in the preview dialing mode.
| |||
| Ready time | Total time that your agents were ready to place or receive calls (Ready state). | |||
| Right party in call time | Total time that your agents spent on calls talking to customers (In Call state) for calls with a status in RPC_SUCCESS or RPC_NO_SUCCESS | |||
| Right party wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state) for calls with a status in RPC_SUCCESS or RPC_NO_SUCCESS | |||
| Total time logged in | Total time that your agents were logged on to their Agent Desktop. | |||
| Transfer time | Total time that your agents spent transferring calls. | |||
| Wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state). | |||
| None | Percent service level | Average of the sum of the total abandoned calls below service level threshold and total successful calls below service level thresholdtotal successfull calls below service level threshold + total abandoned calls below service level threshold) for the contacts handled within the given interval. | ||
| Percent right party | The average of the total right party contacts and contacts offered within the given interval | |||
| Percent abandon rate | The average of the total abandond calls below service level threshold and contacts offered within the given interval | |||
| Conversion rate | The average of the total promise to pay calls and right party contacts within the given interval | |||
| Occupancy rate | ||||
| FTE | The average of the total handle time and a 6.5 hour work day. |