You can monitor the voice channel at the following levels through the Voice section of the monitor dashboard:
- Enterprise
- Call center
- Service
Types of Views
You can change the appearance of the Monitor and Agents widgets to a graphical view (the first screenshot in this section) or a tabular view (the second screenshot in this section) by using the Flip to Graphical View icon
or the Flip to Table View icon
in the widgets, respectively.
- For an enterprise:
- If the number of call centers in the enterprise is more than five, only the tabular view is available, with no option to switch the view.
- If the number of call centers in the enterprise is less than or equal to five, the graphical view is displayed by default.
For a call center:
If the number of services in the call center is more than 20, only the tabular view is available, with no option to switch the view.
If the number of services in the call center is less than or equal to 20, the graphical view is displayed by default.
- In the tabular view of the Monitor and Agents widgets, you can customize the table by using the gear icon
. For more information, see Customizing and Resetting GUI Settings. - In the graphical view of the Monitor and Agents widgets, the carousel icon (that is, a series of dots) appears at the bottom of the widgets to enable you to view the data for different call centers (at the enterprise level) and services (at the call center level), as applicable.
Monitor Widget
The Monitor widget displays the statistics of outbound, inbound, or blended services depending on the configuration in the GUI Settings window.
- The label of this widget also contains the type of service (that is, Blended, Inbound, or Outbound), which is configured through the GUI Settings window. For information about configuring the GUI settings, see Customizing and Resetting GUI Settings.
- To view the data associated with only active call centers, select the Hide Inactive Call Centers checkbox in the Monitor widget.
Types
The types of Monitor widgets are as follows:
- Monitor Outbound: Displays pie charts of the outbound service statistics with the outbound calls, the longest hold duration, and the percentage of completed records from loaded records.
- Monitor Inbound: Displays pie charts of the inbound service statistics with the inbound calls, service level, and various average timings of the service.
- Monitor Blended: Displays pie charts of outbound and inbound service statistics with the outbound calls, inbound calls, and various average timings for the inbound service.
Statistic Descriptions
Depending on the view, the following statistics are available at the enterprise level and the call center level.
| Statistic | Description |
|---|---|
| CIP | Calls that are in progress for outbound, blended, or inbound service |
| Agents Logged In | Number of agents who are signed in to the call center or service |
| Agents In Call | Number of agents in the call center or service who are currently connected to a call |
| Time On Hold | Longest hold duration of all calls in the hold queue for the call center or service |
| Calls Transferred | Number of calls presented to the service for ACD routing |
| Total/Total Calls | Number of contact records loaded from the campaign |
| Remaining | Number of contact records remaining to be dialed |
| % Done | Percentage of contact records for which dialing is completed |
| Charge | Usage fees for the call center or service |
| Wait | Number of calls waiting in the queue |
| Calls Connected | Number of connected calls/transactions |
| Calls Failed | Number of calls that terminated without a connection |
| Caller ID | Caller ID configured for the service This metric is available only at the call center level. |
| Operator Phone | Operator phone configured for the service This metric is available only at the call center level. |
| Callback Phone | Callback phone configured for the service This metric is available only at the call center level. |
| Message | Message defined for the service |
| Today | Real-time report (RTR) for the current day |
| MTD | RTR for the current month |
| Past | RTR for a user-defined date range |
| Calls Handled | Number of calls offered and successfully routed to an agent |
| Completed | Number of contact records for which dialing is completed |
| Calls Offered | Number of calls offered to an agent |
| Calls In Queue | Calls in the ACD queue waiting to be offered to an available agent |
| Total Abandoned Calls | Difference between the number of offered calls and the number of handled calls |
| Average Abandon Time | Average duration of the calls that are in the queue (Calls in Queue) for all abandoned calls |
| Calls Answered Within SL | Number of calls answered by an agent within the service level |
| Average Speed of Answer | Total queue duration (time that the customer spent in the ACD queue waiting for an agent) for all offered/handled calls |
| Service Level | (Number of calls answered by an agent within the service level + Number of calls abandoned within the service level) / Calls Offered |
| Abandon Rate | Total Abandoned Calls / Calls Offered |
| Average Talk Time | Total talk time / Calls Handled |
| Average Wrap Time | Total wrapup time / Calls Handled |
| Average Handle Time | Total handle time / Calls Handled |
If an active campaign is appended with additional records, the following campaign statistics are accordingly updated:
- Total: Number of valid records in the original campaign and all records that are appended in the campaign
- Remaining: Number of records that are remaining to be dialed
- %Done: Percentage of records that have completed dialing
- Completed: Number of records that have completed dialing
Agents Widget
The Agents widget displays the statistics related to agents. In the graphical view, you can access the statistics for agent states, live connects, and time stats by using the carousel that appears at the bottom of the widget.
Statistic Descriptions
- Agent states: Displays a pie chart of the distribution of agents by state. Each agent state is represented by a different color.
- Live connects: Displays the number of calls handled by agents versus time in increments of five minutes for the last half hour.
- Time stats: Displays the total time, in minutes, spent by agents in the specified states for the current day. Each state time is represented by a different color.
