Enterprise View
Upon logging in to the portal, you will be placed into the default view of Monitor tab > Call Centers which is also referred to as Enterprise view. It provides you with the view of available call centers and their basic dialing information.
Monitor and Agents panels can be displayed in graphical or tabular view with the option to switch the view. You can switch from graphical to tabular view by clicking an icon 
in the upper right-hand corner of the widget. Similarly, you can switch from tabular to graphical view by clicking an icon 
in the upper right-hand corner of the widget.
The switch between graphical and tabular views is not supported in IE browser. |
Graphical view
This view is displayed by default if the number of call centers is less than or equal to 5.
- Monitor Panel - It provides flexible user experience with more readily available data depending on the type of services you are viewing. You can see the statistics of outbound, inbound, or blended services as per the type of Monitor panel configured under GUI settings. You can access the data for different call centers via carousel (dots at bottom of panel) at enterprise level.
- Monitor Outbound - Displays pie charts of the outbound service statistics with the outbound calls, the longest hold duration, and 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 service.
- Monitor Blended - Displays pie charts of outbound and inbound service statistics with the outbound calls, inbound calls, and various average timings for inbound service.
- Agent Panel - It displays agents related data in graphical format. You can access statistics for Agent States, Live Connects, and Time Stats by using carousel.
- 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 5 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.
For Monitor and Agents panels, the customization of the displayed fields is not available in graphical view. Clicking on the cog icon will prompt users with an alert message. |
Tabular view
This view provides data in tabular format with the customization option.
Only tabular view is available if the number of call centers is more than 5 and no option is available to switch the view. |
If you choose to hide inactive call centers by selecting a check box at the top right of the screen, you will view only active call centers and information related to them.
Please note that Report Admin and IT user role types will be placed into a different default view upon logging in. Report Admin will be placed into the Review tab and IT user will be placed into the Config tab upon logging in. For more information on the user role types and their permissions see section on User Roles. |
Call Center view
You can view a list of services within each call center by selecting the call center or clicking on the arrow to expand the list. This is referred to as the Call Center view. It provides you the view of available services and their basic dialing information.
Monitor and Agents panels can be displayed in graphical or tabular view with the option to switch the view. You can switch from graphical to tabular view by clicking an icon 
in the upper right-hand corner of the widget. Similarly, you can switch from tabular to graphical view by clicking an icon 
in the upper right-hand corner of the widget.
The switch between graphical and tabular views is not supported in IE browser. |
Graphical view - This view is displayed by default if the number of services in a call center is less than or equal to 20.
- Monitor panel - It provides flexible user experience with more readily available data depending on the type of services a user is viewing. You can access the data for different services of the configured service type (outbound, inbound, or blended) via carousel at call center level.
- Agent Panel - It displays agents related data in graphical format. You can access statistics for Agent States, Live Connects, and Time Stats by using carousel. For detailed information, see Agent Panel section of the Enterprise view.
For Monitor and Agents panels, the customization of the displayed fields is not available in graphical view. Clicking on the cog icon will prompt users with an alert message. |
Tabular view - This view provides data in tabular format with the customization option.
Only tabular view is available if the number of services is more than 20 and no option is available to switch the view. |
- The cog icon in the upper right-hand corner allows you to customize Monitor panel columns in tabular view. For more details on how to customize data columns, please see Customizing and Resetting GUI Settings.
- Hover over fields, buttons and columns to view description of the functionality associated with it.
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The following metrics can be configured for display in the Monitor Panel at the Enterprise and Call Center level views:
- CIP (IN/OUT/BLENDED): Calls in progress, for inbound, outbound or blended service.
- Agents Logged In - The number of agents signed into the call center or service.
- Agents In Call - The number of agents in the call center or service currently connected to a call.
- Time On Hold - The longest hold duration of all calls in the hold queue for the call center or service.
- Calls Transferred - The number of calls presented to the service for ACD routing.
- Total - The number of records loaded.
- Remaining - The number of records remaining.
- %Done - The percentage of loaded records which have been completed.
- Charge - Usage fees for the call center or service.
- Wait - Number of calls currently waiting in queue.
- Calls Connected - Total number of connected calls/transactions.
- Calls Failed - Total number of calls that terminated without a connection.
- Caller ID* - The caller ID configured for the service.
- Operator Phone* - The operator phone configured for the service.
- Callback Phone* - The callback phone configured for the service.
- Message* - The message defined for the service.
- Today - Real Time Report (RTR) for the current day.
- MTD - Real Time Report (RTR) for the current month.
- Past - Real Time Report (RTR) for a user-defined date range.
- Calls Handled - Total calls offered to and successfully routed to an agent.
- Completed - Total number of completed inbound calls.
- Calls Offered - Total calls offered to an agent.
- Calls In Queue - Calls in the ACD queue waiting to be offered to an available agent.
- Total Abandoned Calls - Calls Offered minus Calls Handled.
- Average Abandon Time - Average duration of Calls in Queue for all abandoned calls.
- Calls Answered Within SL - Total Calls Answered by an Agent Within the Service Level.
- Average Speed of Answer - Total Queue duration (time the caller spent in the ACD queue waiting for an agent) for all calls offered / Handled.
- Service Level - Total Calls Answered by an Agent Within the Service Level + Total Calls Abandoned Within Service Level) / Offered calls.
- Abandon Rate - Abandoned calls / Offered calls.
- Average Talk Time - Total Talk Time / Handled.
- Average Wrap Time - Total Wrapup Time / Handled.
- Average Handle Time - Total Handle Time / Handled.
*These fields are only available at the Call Center level view.
Service View
Upon selection of a specific service within the Monitor navigation panel, the service page for the selected service will appear.
Here is the example of the default outbound service view:
Here is the example of the default inbound service view:
Here is the example of the blended service view:
