Help Center: https://docs.livevox.com/productdocumentation/admin-guides/latest/introduction-to-livevox/monitoring-statistics-and-metrics 

eLearning: https://livevox.com/resources/livevox-learning/ 


Monitor Campaigns and Agents

Navigate to Monitor and you will start in the Enterprise Dashboard view

  1. This drop-down box allows you to choose from viewing call centers and services or service groups. The examples below are in the Call Center view.
  2. This is your Enterprise view. All call center and service information is bundled into one view. Click the arrow to expand the Enterprise for more tabs.
  3. Choose to view only Outbound or Inbound data. Click on Blended to view both types combined.
  4. The default dashboard view is Voice. If you are using additional channels, you can switch your dashboard view here.
  5.  To rearrange the widgets in the dashboard, click and drag this box to another location, then release.

Monitor Panel

  1. Call Center - click here to view campaign and agent data at the Call Center level
  2. Service - click here to view the campaign and/or agent data at the Service level

Call Center Dashboard View

  1. View a list of the services that live under the selected call center
  2. Each widget has configuration options: Graphical View and/or Customize Column
    • Clicking the pie chart icon displays a graphical view of the widget's data
    • Clicking the settings icon opens a configuration box to customize the columns displayed in the widget

 

      3. Agents Widget

    • Monitor Controls

o Monitor – listen to the call
o Barge – join an agent conversation with a customer
o Coach – speak into an agent's earpiece without the customer hearing


    • Interact with Agents

      • Move agent into Ready status
      • Move agent into a Not Ready status
      • Switch the agent to a new service
      • Log off the agent
      • Send a single notification message

      • Start a chat

        4. Campaigns Widget

    • Filter by: this drop-down menu allows you to view campaigns from today or within a range
    • Clicking the settings icon opens a configuration box to customize the columns displayed in the widget
    • The Controls show 3 icons: wrench, play, and stop
      • To finalize the campaign 'build', click on the wrench icon
      • Click the play icon when you are ready to run the campaign
      • Once in a play state, the button will appear as a pause icon . Use this to temporarily stop running the campaign
      • To stop the campaign indefinitely, click the stop button . Once stopped, the campaign may not run again, and the record outcomes/results will appear in reporting

Service Dashboard View

  1. States the service type for your selected service
  2. The Service dashboard view includes the same widgets, but also introduces the Activity widget

        Activity Widget

    • Change History – displays the activity history
    • Revise – edit the pacing and max wait time
    • CIP – number of calls in progress
    • Calls In Queue – displays the numbers of calls and the longest hold duration
    • 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 – the limit set for the pace method
    • Max Wait – the maximum amount of time that an outbound or inbound call can be placed on hold
    • With Agent – number of calls that are currently being handled by an agent / number of agents signed into this selected service

 

Reporting Suite


Help Center: https://docs.livevox.com/productdocumentation/admin-guides/latest/reports 

eLearning: https://livevox.com/resources/livevox-learning/

Navigate to Review


Frequently used reports to get you started:

  • Inbound Efficiency Report
    • Great for understand your inbound KPIs
  • Inbound Phone Volume Report
    • Reporting is broken out by your inbound numbers
  • Contact Lookup Report
    • Search for all transactions associated with an account number
  • Phone Lookup Report
    • Search for all transactions associated with a phone number
  • Real Time Reports (RTR)
    • Call outcomes by call center, service, or campaign
  • Service Efficiency Report
    • Productivity broken down by service
  • Call Detail Report (CDR) - your data dump report
    • Detailed call activity for each account in a selected date range. Used for a return file to your CRM.
    • This report may only be generated for a three-day window due to the amount of data contained
  • Failed Operator Report
    • Abandoned call activity
  • Agent Activity Report
    • Compares agent metrics against the same agent during specific times, broken down by service and the overall averages
  • Agent Summary Report
    • Summary of agent statistics that displays the totals for the selected dates
  • Call Recording Report
    • Play your call or screen recordings
  • Voicemail Recording Report
    • Download or listen to your voicemails (does not include personal voicemails)