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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. 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 icon or the Flip to Table View icon Flip to Table View icon, 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 icon and view the following statistics.

StatisticDescription
AccountAccount number associated with the call.
Agent SkillAgent 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 TypeType of call that the agent is handling (for example, direct, HCI, inbound, or outbound).
Customer PhonePhone number dialed (outbound) or the ANI captured (inbound).
Duration (in secs)Duration for which the agent has been in the current state.
Logon IDLogon ID of the agent.
NameName of the agent.
Reason CodeReason that the agent is in the Not Ready state.
Service ID

ID of the service into which the agent is signed.

Service Name

Name of the service into which the agent is signed.

Session IdID 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 TimeTotal 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 TimeTotal time that the agent spent in the In Call state.
Total Wrap TimeTotal time that the agent spent in the Wrapup state.
Info

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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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. 

InfoDisplays information about the agent (such as, email address, extension, and team). You can modify the information.
ChannelsIndicates 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 SkillDisplays the proficiency level of the agent for the assigned skills. You can change the level and the assignment.
ServicesDisplays the services to which the agent is assigned. You can change the assignment.
Agent HoursDisplays the schedule of the agent. You can change the schedule.
Change HistoryDisplays 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 CallbackDisplays 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. 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 Ready icon or the Not Ready icon Not Ready icon.
    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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titleSwitching Agent Service

For one or more agents, you can switch the service into which they are signed. To do so:

  1. 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 Switch Service icon.
    The Agent Panel window appears, in which the Allow Switch Service column indicates if you can switch the service of an agent. 

    Info

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

  2. In the Search Service field, select the service into which you want to sign the agents.

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

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

    Info
    • If an agent is in the Ready or Not Ready state, the agent is immediately switched to the new service. If the agent is in any other state, the agent is switched to the new service only after they change their state to Ready or Not Ready.
    • Your message appears on the agent desktops, along with your name and the time that the service 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 icon.
    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 icon.
    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 icon.
    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 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 messages.
    • If you navigate away from the platform, 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 <service provider name> Call.
    • 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 icon
    • Coach Coach icon
    • Barge Barge icon
      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 platform, 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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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 icon and view the following columns. 

ColumnDescription
% Completed

Percentage of contacts in the campaign that have been contacted.

Actual End TimeDate and time when the campaign ended.
Actual Start TimeDate and time when the campaign began.
Allow AppendIndicates 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 CenterCall center associated with the campaign.
Campaign ID ID assigned to the campaign.
Campaign NameName of the uploaded campaign (filename).
CompletedNumber of contacts in the campaigns that have been contacted.
Control

Following icons to control the campaign:

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

  • Stop Campaign Stop Campaign icon: 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 ModifiedDate 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 buildReady to build icon: Campaign is not yet processed for contacting.
  • Loading Loading icon: Campaign is loading.
  • Ready : Campaign is built and is ready to play based on the schedule.
  • Playing Playing icon: Campaign is active and calls are being placed.
  • Paused Paused icon: Campaign is paused and is ready to resume playing.
  • Done Done icon: Campaign is completed or stopped; however, it is yet to be reported.
  • Reported Reported icon: Campaign is completed or stopped, and it is reported.
  • Scheduled Scheduled icon: Campaign is scheduled to play at a predefined time.
  • Deactivated Deactivated icon: 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.
ScheduleType of schedule for running the campaign (for example, on demand or scheduled).
ScrubCommunication 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 IDID of the service associated with the campaign.
Service NameName of the service associated with the campaign.
StrategyStrategy for contacting the numbers in the campaign.
TypeType of service for the campaign (for example, outbound).
UploadedNumber of contacts uploaded in the campaign.
Uploaded DateDate and time when the campaign was uploaded.
VoiceVoice 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.