Service Monitor Widget

You can use the Service Monitor widget of the voice monitor dashboard to view call statistics for the current day for a selected service, in real time.

• This 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.

Service Statistics (Graphical Format)

You can view the statistics on the Service Monitor widget in the graphical format (default) by using the Flip to Graphical View icon. In the graphical format, the following bar charts appear for the current day:

• KPI, with the Service Level and Abandon Rate statistics (described in the next section).

• Agents Total, with the Logged In and In Call statistics.
  

  

  These statistics refer to the Agents Logged In and Agents In Call statistics, which are described in the next section.

• Calls Total, with the following statistics:
  • Offered
  • Abandoned
  • Handled

  • Answered SLA
    

    

    These statistics refer to the following respective statistics, which are described in the next section.

    • Calls Offered
    • Calls Abandoned
    • Calls Handled
    • Calls Answered Within SL
• Service Average Time (Minutes), with the following statistics:
  • Handle
  • Abandon
  • Speed Answer
  • Talk
  • On Hold

  • WrapUp
    

    

    These statistics refer to the following statistics, which are described in the next section.

    • Average Handle Time
    • Average Abandon Time
    • Average Speed of Answer
    • Average Talk Time
    • Average Hold Time
    • Average WrapUp Time

Service Statistics (Tabular Format)

You can view the statistics on the Service Monitor widget in the tabular format by using the Flip to Table View icon. In the tabular format, by default, the statistics appear for the current day, last 30 minutes, last 60 minutes, and last 120 minutes. You can sort the statistics based on a period and also view the statistics for the last 15, 45, 75, 90, or 105 minutes by using the Customize Columns icon.

For information about how to use the Customize Columns icon , see Customizing a Table.

The following table describes the statistics that correspond to the service that you are viewing and are available on the Service Monitor widget.

Group	Statistic	Description
KPIs	Service Level	Percentage of inbound calls that are answered by agents and inbound calls that are abandoned by customers, within the defined threshold. By default, the threshold is 20 seconds. You can, however, modify the value through the Service Level Seconds field, which appears on the Settings tab of the Client or Services window.
	Abandon Rate	Percentage of calls that customers disconnected (abandoned) before the calls connected to an agent.
	Average Handle Time (mm:ss)	Average duration that agents spend handling the complete interaction, from start to finish.
Service Average	Average Abandon Time (mm:ss)	Average duration that customers wait in the queue before abandoning calls.
	Average Speed of Answer (mm:ss)	Average duration that calls are in the queue until agents answer them (that is, the average duration that customers wait in the queue). Unlike Average Hold Time, this statistic does not include the duration that the caller spends interacting with the Interactive Voice Response (IVR).
	Average Talk Time (mm:ss)	Average duration that agents spend talking to customers. Unlike Average Handle Time, this statistic does not include the hold or wrap-up duration.
	Average Hold Time (mm:ss)	Average duration that customers are placed on hold by agents during calls.
	Average WrapUp Time (mm:ss)	Average duration that agents spend wrapping up calls.
Service Totals	Calls Offered	Number of calls offered to agents, which includes both handled calls and abandoned calls.
	Calls Abandoned	Number of calls that customers disconnected (abandoned) before the calls connected to an agent.
	Calls Handled	Number of calls handled by agents, from start to finish.
	Calls Answered Within SL	Number of calls answered by agents within the defined service-level threshold.
Agent Totals	Agents Logged In	Number of agents who are signed in to the service.
	Agents In Call	Number of agents who are signed in to the service and are connected to calls.