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Activity Widget
Introduction
You can use the Activity widget of the Voice monitor dashboard to view the methods for pacing calls and associated limits, in addition to viewing the call activities in real time. The Activity widget is available at the service level.
For information about how to access the Voice monitor dashboard for a given level, see Monitoring Statistics and Metrics.
Pacing
Pacing is a method of adjusting the rate at which you send calls or messages to your customers for a given period of time. It can be affected by multiple factors such as the types of accounts to be contacted, the number of available agents, the time of the day, and the efficiency of the agents.
To determine a pacing method, consider monitoring the statistics on the Activity, Agent Averages Widget, Agents, and Live Charts Widget widgets of the Voice monitor dashboard. In addition, consider checking the information pertaining to call abandonment in the real-time and historical reports such as the Failed Operator Report, Real-Time Report, Campaign Line Summary Report, Service Efficiency Report, Inbound Efficiency Report, and analytics reports.
For information about reports, see Generating and Reviewing Reports.
Activity Statistics
The following table describes the statistics and the information that appear on the Activity widget.
Statistic/Information | Description |
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CIP | Number of calls that are in progress for outbound, blended, or inbound service. |
Calls In Queue | Number of calls that are in the queue, waiting to be offered to an available agent. This value is followed by the longest hold duration of a call in the queue (in parentheses). For example, the value 3(01:05) indicates that three calls are in the queue, one of which has been in the queue for one minute and five seconds, while the others have been in the queue for less than one minute and five seconds. |
Pace Method | Method of pacing calls within a set period of time (for example, abandon rate, number of lines per agent, or maximum calls in progress). |
Throttle | Limit for the pace method (for example, allowed abandonment rate, maximum number of lines per agent, or maximum number of calls in progress). |
Max Wait | Maximum amount of time that an outbound or inbound call can be placed on hold.
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With Agent | Number of calls that are being handled by agents, along with the number of agents who are signed in to the service. The value 4/8* indicates that four active calls are with agents and eight agents are signed in to the service. |
Specifying a Pacing Method
You can specify a pacing method for calls and define or modify the pacing limits for calls and SMSes. To do so:
- Access the Voice monitor dashboard.
- On the Activity widget, click the Revise icon.
The Revise Limits window appears. On the Voice tab, specify values in the fields.
For information about the fields, see Pacing Field Descriptions.
On the SMS tab, specify a value in the Max SMS Per Second field, which indicates the maximum number of SMSes that can be sent per second.
For HTI service, the number of messages sent by an agent is controlled by the 10 Digit Long Code (DLC) Short Message Service (SMS) number type, which is a 3 SMS per second throughput.
- Click Revise.
The updated values appear on the Activity widget.
Pacing Field Descriptions
Field | Description |
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Pacing Method | The following options are available:
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Throttle | Determines how the pacing method is applied. By default, this field contains a value determined by LiveVox. You can, however, modify the limit for each pacing method upward or downward to enable more calls to be launched (rapid dialing) or limit the number of calls that can be launched, respectively.
|
Max Wait | The maximum amount of time that an outbound or inbound call can be placed on hold. By default, when a call exceeds this value, a message is played to the customer and the call is terminated. You can, however, define how you want to handle a call that exceeds this value by using a contact flow (for example, post-call survey, self-service payment, or voicemail). |
Viewing the History of the Activity Widget
To view all the changes made to the Activity widget, on the widget, click the Change History icon .
The Activity - Change History window displaying the following columns appears:
- Changed By: Name of the user who updated the widget.
- Changed On: Date and time when the user updated the widget.
Description: Description of the change.
To view a detailed description, hover over the value.