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/InformationDescription
CIPNumber 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.

  • For example, the value 00:30 indicates 30 seconds. Similarly, the value 01:30 indicates 1 minute and 30 seconds.
  • For more information, see Specifying a Pacing Method.
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:

  1. Access the Voice monitor dashboard.
  2. On the Activity widget, click the Revise iconRevise icon.
    The Revise Limits window appears.

  3. On the Voice tab, specify values in the fields.

    For information about the fields, see Pacing Field Descriptions.


  4. 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.


  5. Click Revise.
    The updated values appear on the Activity widget.

Pacing Field Descriptions

FieldDescription
Pacing Method

The following options are available:

  • #/Agent: This method sets the line usage based on the number of lines dialed for each agent in the Ready state.

    • This is the recommended pacing method for outbound services, especially if 10 or less agents are in the Ready state (that is, the agents are available).
    • This option does not appear for inbound, SMS, and unattended services.

  • Abandon Rate: This method sets the line usage based on the calculation of the number of abandoned calls versus the number of calls that are connected to agents. LiveVox then determines the optimal time to launch calls in order to achieve the targeted abandon rate.

    • This is the recommended pacing method if more than 10 agents are in the Ready state.
    • This option appears for a basic service.

  • Max CIP: This method sets the line usage based on the number of lines to be dialed, regardless of the number of agents who are signed in to the service or are in the Ready state.

    You must use this pacing method only for an unattended service.


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.

  • If multiple calls are on hold or the hold duration is high, you might need to decrease the pacing throttle.
  • If agents who are in the Ready state are waiting for a call for a long time, you might need to increase the pacing throttle.
  • If the count of abandoned calls exceeds the required threshold and more than 10 agents are available, change the pacing method to Abandon Rate and then specify the required throttle.
  • If the count of abandoned calls exceeds the required threshold and less than 10 agents are available, continue using the #/Agent pacing method and then decrease the throttle.

  • If the pacing method is #/Agent, the Throttle field indicates the maximum number of calls to be launched for every available agent. For example, if the value in this field is 10, and if five agents are in the Ready state, 50 calls are launched.

    LiveVox recommends that you set the Throttle value for Preview Dialing and HCI Desktop. Increasing the Throttle value reduces the agent ready time between records. The recommended pace preview is 20 lines per agent. This ensures calls are launched without delays.

  • If the pacing method is Abandon Rate, the Throttle field indicates the allowed abandonment rate for calls. For example, if the value in this field is 5, the allowed abandonment rate is 5%. 

  • If the pacing method is Max CIP, the Throttle field indicates the maximum number of calls to be launched, regardless of the number of available agents. For example, if the value in this field is 50, 50 calls are launched.

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 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.