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You can use the Campaign Control widget to view and control the campaigns.
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The monitor dashboard for service groups provides an overview of all dialing activities across all your service groups in real time.
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You can drag a widget to where you want it on the dashboard by using |
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| title | Monitor |
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You can use the Monitor widget to view call statistics for the current day. The statistics correspond to the overall values for the service group. You can view the statistics in a graphical view or a tabular view by using the Flip to Graphical View icon 
or the Flip to Table View icon 
, respectively.
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In the graphical view, the following statistics appear based on the tab that you have selected (Outbound, Blended, or Inbound):
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| title | Call Statistics (Tabular View) |
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In the tabular view, you can view the statistics for inactive services by selecting the Show Inactive Services checkbox. You can also customize the table by using the Customize Columns icon 
and view the following statistics.
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Percentage of contacts for which dialing is completed.
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This statistic is available only for outbound and blended services. |
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Percentage of calls that are abandoned by the customer before speaking to an agent (Total Abandoned Calls / Calls Offered).
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Number of agents who are ready to receive calls from an inbound service.
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Average time that customers wait in the queue before abandoning calls.
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Average time that agents spend handling the complete interaction, from start to finish.
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Average Hold Time
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Average time that calls remain 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).
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Average time that agents spend talking to customers. Unlike Average Handle Time, this statistic does not include hold or wrap-up time.
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Average time that agents spend wrapping up calls.
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Direction of call (for example, inbound and outbound).
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This statistic is available only for outbound and blended services. |
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Callback phone number for the service.
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This statistic is available only for outbound and blended services. |
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Caller ID for the service.
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This statistic is available only for outbound and blended services. |
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An icon that displays the following information about a call/transaction in the Calls window:
- State: State of the call, which can be one of the following:
- With no agents: Call is in the hold queue and is not yet connected to an agent
- On hold: Call is placed on hold by an agent
- With operator: Call is connected to an agent
- Session ID: ID of the current session
- Start Time: Start time of the call, represented in HH:MM:SS (Hours:Minutes:Seconds)
- Connect Time: Time at which the call is connected, represented in HH:MM:SS
- Bridge Time: Time at which the call is connected to an agent, represented in HH:MM:SS
- End Time: End time of the call, represented in HH:MM:SS
- Priority: Priority assigned to the call
- Agent Skill: Skill assigned to the call
- Account: Account number associated with the call
- Phone: Dialed phone number for an outbound call or the Automatic Number Identification (ANI) for an inbound call
- Name: Name of the agent who is connected to the call
- Logon ID: Logon ID of the agent who is connected to the call
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This statistic is available only for outbound and blended services. |
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Number of calls that are answered by agents within the defined service-level threshold.
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Calls In Queue
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Usage fees for the call center or service.
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Real-time report for the current month.
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This statistic is available only for outbound and blended services. |
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Operator phone number for the service.
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This statistic is available only for outbound and blended services. |
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Real-time report for a user-defined date range.
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This statistic is available only for outbound and blended services. |
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ID of the service.
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This statistic is available only for outbound and blended services. |
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Name of the service.
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This statistic is available only for outbound and blended services. |
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Sum of the Number of calls that are answered by agents and calls that are abandoned by customers within the defined threshold, divided by the Number of offered calls.
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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. |
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Type of service (for example, inbound, manual, quick connect, or unattended).
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This statistic is available only for outbound and blended services. |
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Longest time that a call was on hold.
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Real-time report for the current day.
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This statistic is available only for outbound and blended services. |
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Number of contacts that are loaded from a campaign.
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This statistic is available only for outbound and blended services. |
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If an active campaign is appended with contacts, the following statistics are accordingly updated on the monitor dashboard:
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| title | Agents |
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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 service group. You can view the statistics in a graphical view or a tabular view by using the Flip to Graphical View icon or the Flip to Table View icon , respectively. You can also view the details and the dialing activities of an agent.
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In the graphical view, the following statistics (charts) appears:
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| title | Agent Statistics (Tabular View) |
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In the tabular view, you can customize the table by using the Customize Columns icon and view the following statistics.
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Agent team to which the agent belongs.
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ID of the service into which the agent is signed.
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Name of the service into which the agent is signed.
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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.
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ID of the agent team to which the agent belongs.
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Total Calls
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Total Ready Time
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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. |
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| title | Viewing Agent Details and Dialing Activities |
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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.
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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
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Displays the Agent Activity Report for the current day.
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Displays the Call Recording Report for the current day.
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Displays the custom fields associated with the agent entity.
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| title | Switching Agent State |
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You can switch the state of one or more agents to Ready or Not Ready. To do so:
In 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 
or the Not Ready icon 
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The Agent Panel window appears, in which the Can Be Changed column indicates if you can switch the state of an agent.
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For a given row, if this column does not contain an icon, you cannot switch the state of the agent. |
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Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for changing their status.
Click Ok.
A message appears to indicate if the state of the agents is switched.
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Your message appears on the agent desktops, along with your name and the time that the state was switched. |
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| title | Switching Agent Service |
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For one or more agents, you can switch the service into which they are signed. To do so:
In the tabular view, in the rows containing the names of the agents whose service you want to change, select the checkboxes, and then click the Switch Service icon 
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The Agent Panel window appears, in which the Allow Switch Service column indicates if you can switch the service of an agent.
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For a given row, if this column does not contain an icon, you cannot switch the service of the agent. |
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In the Search Service field, select the service into which you want to sign the agents.
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Click Ok.
A message appears to indicate if the service of the agents is switched.
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| title | Logging Agents Off |
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You can log one or more agents off from their agent desktops unless they are in a call or on hold. To do so:
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 
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The Agent Panel window appears, in which the Can Be Logged Off column indicates if you can log an agent off.
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For a given row, if this column does not contain an icon, you cannot log the agent off. |
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Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for logging them off.
Click Ok.
A message appears to indicate if the agents are logged off.
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Your message appears on the agent desktops, along with your name and the time that they were logged off. |
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| title | Sending a Message to Agents |
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To send a message to one or more agents:
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 
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The Agent Panel window appears, in which the Can Message Be Sent column indicates if you can send a message to an agent.
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For a given row, if this column does not contain an icon, you cannot send a message to the agent. |
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In the Message To Agents field, enter your message for the agents.
Click Ok.
A message appears to indicate if your message was sent to the agents.
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Your message appears on the agent desktops, along with your name and the time that the message was sent. |
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| title | Chatting with Agents |
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You can chat with a maximum of 10 agents. To chat with one or more agents:
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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 
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The Chat window appears, displaying the names of the selected agents in the Agents section.
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.
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| title | Agent Monitoring |
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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.
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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:
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To monitor an agent:
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.
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 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.
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
- Coach
- Barge
A message stating that the selected monitoring action is launched appears.
- Monitor
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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 Portal, 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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| title | Campaign Control |
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You can use the Campaign Control widget to view and control the campaigns.
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You can filter the campaigns on the Campaign Control widget by using the Filter By field, which contains the following options for criteria:
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| title | Campaign Statistics |
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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 and view the following columns.
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Percentage of contacts in the campaign that have been contacted.
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Answering machine options for the campaign. This column contains one of the following values:
- Don't Leave Messages
- Leave Messages
- Transfer all Connections
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Date and time when the campaign was built.
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Following icons to control the campaign:
- Build Campaign
: Processes (builds) the contacts in the campaign, changing the campaign state from Ready to build to Ready. - Pause Campaign
: Temporarily stops the campaign, changing the campaign state from Playing to Paused. - Play Campaign
: Plays the campaign, changing the campaign state from Ready or Paused to Playing. Stop Campaign
: 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.
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Number of valid contacts loaded from the campaign.
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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. |
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State of the campaign. This column contains one of the following icons:
- Ready to build
: Campaign is not yet processed for contacting. - Loading
: Campaign is loading. - Ready
: Campaign is built and is ready to play based on the schedule. - Playing
: Campaign is active and calls are being placed. - Paused
: Campaign is paused and is ready to resume playing. - Done
: Campaign is completed or stopped; however, it is yet to be reported. - Reported
: Campaign is completed or stopped, and it is reported. - Scheduled
: Campaign is scheduled to play at a predefined time. - Deactivated
: Campaign has encountered errors.
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Number of contacts in the campaign who are remaining to be contacted.
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- 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.
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If an active campaign is appended with contacts, the following statistics are accordingly updated on the widget:
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