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- Default SLAs: Also called client SLAs, these SLAs apply to each dashboard and each user of the dashboard. Default SLAs can be defined only for real-time statistics.
Panel-Level SLAs: These SLAs are specific to a panel on a dashboard. When you design a panel, you can define SLAs for historical or real-time statistics. However, for a parameter, the default SLAs take precedence over the panel-level SLAs unless you select the Override checkbox for the parameter when defining its panel-level SLA.
Info For information about how to define panel-level SLAs, see the Designing a Dashboard and Panel section (Step 11).
How SLA Violations
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Are Indicated
When an SLA is violated (that is, when a statistic parameter exceeds the specified limits):
- A sound (alarm) is played briefly.
- A notification indicating in which panel the violation has occurred appears on the dashboard.
A flashing banner appears in the panel in which the violation has occurred. Depending on the panel view (for example, grid or pie chart), the panel in which the violation occurred highlights the problematic values in red.
Info In a panel displaying a speedometer, the chart is divided into three sectors based on SLAs. The needle that appears in the speedometer indicates if the SLAs are violated. The sectors are displayed in the following colors:
- Green: This sector ends at 80% of the SLA limit. A needle in this sector indicates that no violation has occurred or is likely to occur.
- Orange: This sector begins at 80% of the SLA limit. A needle in this sector indicates a warning (that is, a violation is likely to occur).
- Red: This sector ends at 20% of the SLA limit. A needle in this sector indicates that a violation has occurred.
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| Subject | Statistic Type | Statistic | Parameter | Description |
|---|---|---|---|---|
| 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 limit. |
| 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 limit. | |||
| Accounts attempted | Total number of unique account numbers that were attempted to be contacted. | |||
| Calls attempted | Total number of attempted calls. | |||
| Connected | Total number of connected calls. | |||
| 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 agreed to pay a certain amount of money (for example, when a payment had been overdue). | |||
| Right party contacts | Total number of calls that were made to the intended party. | |||
| Wrong party contacts | Total number of calls that were made to the unintended party. | |||
| 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 limit. | |||
| 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 limit. | |||
| 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 time that your customers spent interacting with the IVR (Interactive Voice Response). | |||
| Average handle time | Average time that your agents spent handling calls 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 were ready to place or receive calls (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. | |||
| Hold time | Total time that your customers are placed on hold by agents during calls. | |||
| In call time | Total time that your agents spent on calls talking to customers. | |||
| IVR time | Total time that your customers spent interacting with the IVR before they were connected to an agent. | |||
| 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 previewing the dial options.
| |||
| 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 with the intended party. | |||
| Right party wrap up time | Total time that your agents spent wrapping up calls with the intended party. | |||
| Total time logged in | Total time that your agents were signed in. | |||
| 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 | Conversion rate | Average number of promise-to-pay calls against the right party contacts. | ||
| FTE (Full-Time Equivalent) | Average time that your agents spent handling calls from start to finish (including wrap-up time) against a 6.5-hour workday. | |||
| Occupancy rate | Total time that your agents spent handling calls against the total time that they were signed in. | |||
| Percent abandon rate | Average number of abandoned calls below service level limit against the number of offered contacts. | |||
| Percent right party | Average number of calls that were made to the intended party against the number of offered contacts. | |||
| Percent service level | Average of the sum of the total abandoned calls below service level limit and total successful calls below service level limit against the number of handled contacts. | |||
| Agents | None | Calls handled | Total number of calls handled by your agents, from start to finish. | |
| Inbound calls | Total number of inbound (mobile originated) calls. | |||
| Outbound calls | Total number of outbound (mobile terminated) calls. | |||
| Total offered | Total number of calls offered to your agents, which includes both handled calls and abandoned calls. | |||
| State durations | Hold time | Total time that your customers are placed on hold by agents during calls. | ||
| In call time | Total time that your agents spent on calls talking to customers. | |||
| Not ready time | Total time that your agents were not ready to place or receive calls (Not Ready state). | |||
| Ready time | Total time that your agents were ready to place or receive calls (Ready state). | |||
| Total time logged in | Total time that your agents were signed in. | |||
| 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). | |||
| Agencies, call centers, and services | Real-time | Call counts | Dialable | Total number of contacts that are loaded into your service and whose numbers can be dialed. |
Loaded | Total number of contacts that are loaded into the service. | |||
| Remaining | Total number of dialable contacts whose numbers are remaining to be dialed. | |||
| Total abandoned | Total number of calls that customers disconnected (abandoned) before connecting to an agent. | |||
| Total calls abandoned within SLA | Total number of calls that were abandoned by your customers within your service level limit. | |||
| Total calls answered within SLA | Total number of calls that were answered by your agents within your service-level limit. | |||
| Total handled | Total number of calls that your agents handled. | |||
| Total offered | Total number of calls that were offered to your agents. This includes both handled calls and abandoned calls. | |||
| Durations | Average duration to abandon | Total time of abandoned calls against the total number of abandoned calls. | ||
| Average handle duration | Total time of handled calls against the total number of handled calls. | |||
| Average speed of answer | Total time taken for calls to be answered against the total number of handled calls. | |||
| Average talk duration | Total time that your agents spent talking to your customers against the total number of handled calls. | |||
| Average wrap up duration | Total time that your agents spent wrapping up calls against the total number of handled calls. | |||
| Current activity | Calls with agent | Total number of calls that are currently with agents. | ||
| Outbound CIP | Total number of outbound calls that are currently in progress. | |||
| Total agents | Total number of agents who are signed into the service. | |||
| Total calls in queue | Total number of calls that are waiting to be transferred to an agent. | |||
| None | Abandon rate | Total number of offered calls against the total number of abandoned calls. | ||
| Percentage complete | Total number of contacts whose numbers are remaining to be dialed against the total number of contacts whose numbers can be dialed. | |||
| Queue time | Average time that calls were in the queue. | |||
| Service level | Your defined service level. | |||
| Agents | NoneCurrent activity | Agent login ID | Logon ID of the agent. | |
| Call center ID | ID of the call center. | |||
| Call center name | Name of the call center. | |||
| Service ID | ID of the service. | |||
| Service name | Name of the service. | |||
| Account | Account number of the customer. | |||
| Agent skill | Skill that an agent has to attend to the customer. | |||
| Call type | Type of call (inbound or outbound). | |||
| Is agent monitored | Indicates if an agent is being monitored. | |||
| Phone | Phone number of the customer. | |||
| Reason code | Reason that an agent is not ready to place or receive calls. | |||
| Session ID | Session ID for the call. | |||
| State | Current state of an agent. | |||
| State duration | Total time that an agent has spent in their current state. | |||
| Counts | Inbound calls | Total number of inbound (mobile originated) calls. | ||
| Outbound calls | Total number of outbound (mobile terminated) calls. | |||
| Total calls | Total number of all types of calls. |
Wallboard in Agent Desktop
You can enable your agents to view the Wallboard on a U-CRM Agent Desktop by using the Fram element of Designer.
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