Service Dashboard Help

The monitor dashboard for a service provides an overview of all dialing, email, SMS, and chat activities for the service in real time.

For voice, email, and SMS channels, the widgets that appear on the Outbound, Blended, or Inbound tab are based on the Settings. You can configure the settings by clicking your profile and then clicking Settings. For more information, see the Settings topic in Admin Guides.

Managing the View

You can manage the view on the Voice monitor dashboard as needed

If you want to monitor the agents who are available (Ready state), as well as monitor the agents who are unavailable (Not Ready state), at the same time, you can do so by creating multiple widgets using . Add the widgets required in the Voice Dashboard Settings window.
If you want to change the position of a widget within the dashboard, you can drag the widget to where you want by using the drag icon .
You can resize the monitoring widgets on the Outbound, Blended, or Inbound tabs based on your preference. You can also add all the available columns for monitoring and arrange the widgets in any order that you prefer.

You can use the Campaign Control widget to view and control the campaigns.

You can search for a campaign by using the Name filter box, which appears on the widget when at least 11 campaigns are present. To begin a search, enter at least three characters in the box.
To view additional details of a campaign, on the Campaign Control widget, double-click the row containing the campaign.

You can filter the campaigns on the Campaign Control widget by using the Filter By field, which contains the following options for criteria:

Today's: Displays all the campaigns uploaded on the current day.
Active: Displays all the campaigns uploaded on the current day and contains numbers to be contacted.
Playing: Displays all the campaigns containing numbers that are being contacted.

The following statistics appear on the Campaign Control widget:

Loaded: Number of valid contacts loaded from the campaigns.
Remaining: Number of contacts in the campaigns who are remaining to be contacted.
% Completed: Percentage of contacts in the campaigns that have been contacted.

You can customize the table on the widget by using the Customize Columns icon and view the following columns.

Column	Description
% Completed	Percentage of contacts in the campaign that have been contacted.
Actual End Time	Date and time when the campaign ended.
Actual Start Time	Date and time when the campaign began.
Allow Append	Indicates if the campaign can be appended.
AM Option	Answering machine options for the campaign. This column contains one of the following values: Don't Leave Messages Leave Messages Transfer all Connections
Built Date	Date and time when the campaign was built.
Call Center	Call center associated with the campaign.
Campaign ID	ID assigned to the campaign.
Campaign Name	Name of the uploaded campaign (filename).
Completed	Number of contacts in the campaigns that have been contacted.
Control	Following icons to control the campaign: Build Campaign : Processes (builds) the contacts in the campaign, changing the campaign state from Ready to build to Ready. Pause Campaign : Temporarily stops the campaign, changing the campaign state from Playing to Paused. Play Campaign : Plays the campaign, changing the campaign state from Ready or Paused to Playing. Stop Campaign : Permanently stops the campaign, changing the campaign state from Playing or Paused to Done. The icons are disabled until their functions are applicable to the campaign. A stopped campaign is reported and must be requeued to begin contacting. The icons are disabled for deactivated campaigns. If you attempt to pause or stop a system-generated campaign (such as inbound, manual, transactional email, transactional SMS, and scheduled callback), you are prompted to confirm your action.
Date Modified	Date when the campaign was played.
Loaded	Number of valid contacts loaded from the campaign. Depending on the value in the Scrub column, the value in this column is either the same as that in the Uploaded column or less than that in the Uploaded column.
Play State	State of the campaign. This column contains one of the following icons: Ready to build : Campaign is not yet processed for contacting. Loading : Campaign is loading. Ready : Campaign is built and is ready to play based on the schedule. Playing : Campaign is active and calls are being placed. Paused : Campaign is paused and is ready to resume playing. Done : Campaign is completed or stopped; however, it is yet to be reported. Reported : Campaign is completed or stopped, and it is reported. Scheduled : Campaign is scheduled to play at a predefined time. Deactivated : Campaign has encountered errors.
Remaining	Number of contacts in the campaign who are remaining to be contacted. Before the campaign is run, the value in this column is the same as that in the Loaded column. When the campaign is run, the value in this column is dependent on that in the Completed column.
Schedule	Type of schedule for running the campaign (for example, on-demand or scheduled).
Scrub	Communication mode for which the contact numbers in the campaign are scrubbed. This column contains one of the following values: None: No phone number in the campaign is scrubbed. Wireless: Scrubs all wireless phone numbers in the campaign so that all landline numbers are contacted. Landline: Scrubs all landline numbers in the campaign so that all wireless phone numbers are contacted. Segmented Wireless: Uses different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the campaign. This mode is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of an account. That is, all wireless numbers from positions 1 through 15 are scrubbed.
Service ID	ID of the service associated with the campaign.
Service Name	Name of the service associated with the campaign.
Strategy	Strategy for contacting the numbers in the campaign.
Type	Type of service for the campaign (for example, outbound).
Uploaded	Number of contacts uploaded in the campaign.
Uploaded Date	Date and time when the campaign was uploaded.
Voice	Voice talent assigned to the campaign (for example, Bob (American Male), Claudine (French Canadian Female), or Juanita (Spanish Female).

If an active campaign is appended with contacts, the following statistics are accordingly updated on the widget:

%Completed
Completed
Loaded
Remaining
Uploaded

The Loaded and Uploaded values are updated regardless of whether the campaign is playing.

You can view the details of a campaign by double-clicking the campaign. The Campaign Details window contains the following tabs:

General: Displays campaign details. You can adjust an active campaign's answering machine option by using the AM Option field.
State Breakdown: This tab appears only for an active campaign. The tab contains a map that displays the percentage of records completed by state.
Campaign Records: Displays a detailed view of the first 5000 records. This view can be sorted by the contact transaction ID, contact, first name, last name, queued, and modified date.
Change History: Displays all campaign activities and changes made by users.
Results: Displays a campaign-specific real-time report.
Partition: This tab appears only for an active campaign. The tab displays a diagram of the partitioning applied to the campaign.

You can view the details for other campaigns by using the Previous and Next buttons. You can also build, requeue, play, and stop campaigns through the Campaign Details window by using the respective buttons in the window. Any changes to the campaign settings can be applied by clicking Save.

You can upload a dialing list directly from your computer to the service that you are viewing. To do so:

Click Upload.
Click Browse to go to the list on your network or hard drive.
Assign the dialing characteristics.
You cannot use partitioning or scheduling on lists loaded directly to a service.
Click Upload.
The dialing list is added.
To proceed, see the Playing a Campaign section.

You can requeue a campaign for additional dialing passes after a campaign has finished dialing or has been stopped. To do so:

Select the campaign to be requeued.
Click Requeue .
Assign the dialing characteristics of the requeue.
To proceed, see the Playing a Campaign section.

After a list is loaded to platform, the list must be built and played for the calls to launch. To move a campaign from an unbuilt state to a playable state:

Select the campaign that you have uploaded and assigned.
In the Control column, play or build the campaign by using the arrow icon or the wrench icon, respectively.
- The play option processes the list and starts dialing.
- The build option processes the list but requires you to click Play for dialing.
- Calls launch if the list loads with contact records, the agents are signed in, and dialing is allowed at the time.

Nearly all service characteristics can be modified by selecting the S icon. If you have the correct access level, you can modify the service by using the various tabs available within the Service settings.

By using the Test Call button, you can launch a test call with full account-level details to test dialing settings and the ACD assigned to the service. To do so:

Click the Test Call icon.
For a simple call, enter the phone number to dial, and then click Launch.
To enter account information to test the contact flow or ACD, click Show Advanced Options.
Enter the details that you want to be used for the test call.
Click Launch.
The test call is initiated.

All attempts made to reach a specific phone number for the last 31 days on the selected service can be viewed by using the Contact Lookup icon. To do so:

Enter the 10-digit phone number (without spaces or special characters) to be searched.
Click Submit.
The attempts made for the last 31 days appear. The summary can be exported to a CSV file, Microsoft Excel workbook, or a PDF file.

To change a campaign's assigned attributes or service without requeuing, you can remove the record of undialed accounts so that a similar list can be reloaded. To do so:

Select the campaign whose accounts are to be deactivated.
Click Deactivate.
The contacts that have not been dialed are removed from platform's records.
You can load similar accounts to the same or different service.

You can use the Service Monitor widget to view call statistics for the current day. You can view the statistics in a graphical view (default) or a tabular view by using the Flip to Graphical View icon or the Flip to Table View icon , respectively. You can sort the statistics based on a period and view the statistics for additional time periods by using the Customize Columns icon .

The following statistics, which correspond to the service that you are viewing, are available.

Statistic	Description
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 connecting to an agent.
Average Handle Time (mm:ss)	Average time that agents spend handling the complete interaction, from start to finish.
Average Abandon Time (mm:ss)	Average time that customers wait in the queue before abandoning calls.
Average Speed of Answer (mm:ss)	Average time that calls are in the queue until agents answer them (that is, the time that customers wait in the queue). Unlike Average Hold Time, this statistic does not include the time that the caller spends interacting with the IVR (Contact Flow).
Average Talk Time (mm:ss)	Average time that agents spend talking to customers. Unlike Average Handle Time, this statistic does not include hold or wrap-up time.
Average Hold Time (mm:ss)	Average time that your customers are placed on hold by agents during calls.
Average WrapUp Time (mm:ss)	Average time that agents spend wrapping up calls.
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 connecting 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.
Agents Logged In	Number of agents who are signed into the service.
Agents In Call	Number of agents who are signed into the service and are connected to calls.

You can use the Agents widget to view statistics of the agent activities in relation to calls for the current day. The statistics correspond to the overall values for the enterprise. You can view the statistics in a graphical view or a tabular view by using the Flip to Graphical View icon or the Flip to Table View icon , respectively. You can also view the details and the dialing activities of an agent.

In the graphical view, the following statistics (charts) appear:

Agent states: Pie chart of the distribution of agents by state. You can view the Number of agents in a given state by hovering over the pie that represents that state. If you do not want to view the statistics of a state in the chart, click that state below the chart.
Live connects: Line chart of the Number of calls handled by agents for the last half hour (in increments of five minutes). This chart enables you to compare the volume of connected calls with the volume of agents who are logged on.
Agent state time: Bar chart of the distribution of total time (in minutes) spent by agents in a state. You can view the duration in each state by hovering over the chart. If you do not want to view the statistics of a state in the chart, click that state below the chart.

In the tabular view, you can customize the table by using the Customize Columns icon and view the following statistics.

Statistic	Description
Account	Account number associated with the call.
Agent Skill	Agent skill assigned to the call.
Agent Team	Agent team to which the agent belongs.
Calls (Inbound)	Number of inbound calls handled by the agent for the current day.
Calls (Outbound)	Number of outbound calls handled by the agent for the current day.
Call Type	Type of call that the agent is handling (for example, direct, HCI, inbound, or outbound).
Customer Phone	Phone number dialed (outbound) or the ANI captured (inbound).
Duration (in secs)	Duration for which the agent has been in the current state.
Logon ID	Logon ID of the agent.
Name	Name of the agent.
Reason Code	Reason that the agent is in the Not Ready state.
Session Id	ID of the current session
State	Current state of the agent, which can be one of the following: Ready: Agent is ready to receive calls. Not Ready: Agent is not ready to receive calls. In Call: Agent is on one or more active calls. Manual Dial: Agent is in the manual dialing mode (on a non-manual service), before dialing is attempted. On Hold: Agent has placed all active calls on hold. Transferring: Agent has been reserved by the Automatic Call Distributor (ACD) and is in the process of being connected to a call. Wrap Up: Agent has concluded the call but is yet to assign a disposition (termination) code. Preview Dialing: Agent is previewing an account and has the option to dial the number presented to them, skip dialing the number, or manually dial a different number. In Call (Inbound): Agent is handling an inbound call. In Call (Direct): Agent is handling a direct inbound call on the secondary line. Not Ready (Voice Mail): Agent is checking the personal or group voicemail.
Team ID	ID of the agent team to which the agent belongs.
Total Calls	Number of calls handled by the agent.
Total Not Ready Time	Total time that the agent spent in the Not Ready state.
Total Ready Time	Total time that the agent spent in the Ready state.
Total Talk Time	Total time that the agent spent in the In Call state.
Total Wrap Time	Total time that the agent spent in the Wrapup state.

In the tabular view, you can search for an agent by specifying at least three consecutive characters of their name in the Name filter box. You can also search for agents in a specific state by specifying at least three consecutive characters of the state in the Name filter field.

In addition, you can filter the agents by using the See field, which contains the following options for criteria:

Logged Into Service: Default option, which displays the agents who are signed into the service.
Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed. This setting is available on the Routing tab of the Services window.
All: Displays the agents who are signed into the service and the targeted agents.

For 10DMT and HCI services, the See field contains the following options:

Clicker: Default option, which displays the agents who are signed only into the 10DMT or HCI service (as applicable).
Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed.
All: Displays the agents who are signed into the service and the targeted agents.

To view the details and the dialing activities of an agent, in the tabular view, double-click the row containing the name of the agent. The Agent Detail window appears, displaying the following tabs.

Tab	Description
Agent Detail	Displays the following sections: General: Displays the following information: Duration (in secs): Duration for which the agent has been in the current state Outbound Calls: Number of outbound calls handled by the agent for the current day Inbound Calls: Number of inbound calls handled by the agent for the current day Account: Account number associated with the call Customer Phone: Phone number dialed (outbound) or the ANI captured (inbound) Agent Skill: Agent skill assigned to the call Calls Received: Number of calls handled by the agent for the current day Charts: Displays the following charts: Today's RPCs: Total right party contacts for the current day Today's Online Time: Time that the agent was online for the current day
Agent Activity	Displays the Agent Activity report for the current day.
Call Recording	Displays the Call Recording report for the current day.
Info	Displays information about the agent (such as email address, extension, and team). You can modify the information.
Channels	Indicates which channels are enabled for the agent and displays information pertaining to those channels (such as maximum chat, email, and/or SMS threads). You can enable or disable the channels for the agent and modify the corresponding information.
Details	Displays the custom fields associated with the agent entity.
Agent Skill	Displays the proficiency level of the agent for the assigned skills. You can change the level and the assignment.
Services	Displays the services to which the agent is assigned. You can change the assignment.
Agent Hours	Displays the schedule of the agent. You can change the schedule.
Change History	Displays the changes made to the agent profile (such as the time stamp of the change, name of the user who made the change, and description of the change).
Scheduled Callback	Displays information about the callbacks that are scheduled for the agent (such as callback phone number, scheduled date and time for the callback, and status of the callback).

You can switch the state of one or more agents to Ready or Not Ready. To do so:

In the tabular view, in the rows containing the names of the agents whose state you want to switch, select the checkboxes, and then, as required, click the Ready icon or the Not Ready icon .
The Agent Panel window appears, in which the Can Be Changed column indicates if you can switch the state of an agent.
For a given row, if this column does not contain an icon, you cannot switch the state of the agent.
If you are switching the status to Not Ready, in the Reason Code field, select the reason for switching the state to Not Ready.
Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for changing their status.
Click Ok.
A message appears to indicate if the state of the agents is switched.
Your message appears on the agent desktops, along with your name and the time that the state was switched.

You can log one or more agents off from their agent desktops unless they are in a call or on hold. To do so:

In the tabular view, in the rows containing the names of the agents whom you want to log off, select the checkboxes, and then click the Log off icon .
The Agent Panel window appears, in which the Can Be Logged Off column indicates if you can log an agent off.
For a given row, if this column does not contain an icon, you cannot log the agent off.
Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for logging them off.
Click Ok.
A message appears to indicate if the agents are logged off.
Your message appears on the agent desktops, along with your name and the time that they were logged off.

To send a message to one or more agents:

In the tabular view, in the rows containing the names of the agents to whom you want to send a message, select the checkboxes, and then click the Send Message icon .
The Agent Panel window appears, in which the Can Message Be Sent column indicates if you can send a message to an agent.
For a given row, if this column does not contain an icon, you cannot send a message to the agent.
In the Message To Agents field, enter your message for the agents.
Click Ok.
A message appears to indicate if your message was sent to the agents.
Your message appears on the agent desktops, along with your name and the time that the message was sent.

You can chat with a maximum of 10 agents. To chat with one or more agents:

In the tabular view, in the rows containing the names of the agents with whom you want to chat, select the checkboxes, and then click the Chat icon .
The Chat window appears, displaying the names of the selected agents in the Agents section.
Select the agent with whom you want to chat, enter your message in the text box, and then press Enter.
Your message is sent to the agent.
- If the agents reply to your messages after you have closed the Chat window, the Number of missed messages appears next to the Chat icon on the Agents widget .
- If you navigate away from the platform, the agents cannot send you messages.

In addition to monitoring agent statistics, as a manager, you can monitor a call through the following monitoring options:

Monitor: Listen to a call between your agent and customer in real-time.
Coach: Listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
Barge: Voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.

You can monitor your agents if you have any of the following roles:
- Manager
- Superuser
- Sysadmin
You can use the monitoring options (Monitor, Coach, and Barge) even when an agent is not on a call (Not Ready state).
The agent or the customer is not notified through any sound when you enter or exit a call through any of the monitoring options.

Before you can monitor an agent, ensure that the following checkboxes in the Agent Monitoring section on the Settings tab of the Client window are selected as required:

Monitoring Enabled
Coaching Enabled
Barging In Enabled

To monitor an agent:

In the tabular view of the Agents widget of the voice monitor dashboard, click Start Monitor.
Alternatively, you can double-click the row containing the name of the agent whose call you want to monitor, and then, in the Agent Details window, click Connect.
This step is required to establish an audio pathway.
The Enter Phone Number window appears, displaying the following fields:
- Phone Number: Uses your Direct Inward Dialing (DID) number to establish the pathway.
- Extension: Your extension. This field is optional.
- Connect using computer: Uses your computer audio to establish the pathway.
Either enter a value in the Phone Number and/or Extension fields or select the Connect using computer checkbox, and then click Ok.
- Do not enter a special character in the Phone Number or Extension field.
- If you choose to connect using your phone, your phone receives a call stating: This is a <company name> Call.
- The platform supports voice connectivity over Google Chrome, Microsoft Edge, and Mozilla Firefox through the Web Real-Time Communication (WebRTC) technology.
A message stating that the monitoring is initiated appears.
In the Monitor column of the row containing the name of the agent whose call you want to monitor, or in the Agent Details window for the agent, click any of the following icons or buttons (monitoring options) as required:
- Monitor
- Coach
- Barge
  A message stating that the selected monitoring action is launched appears.

When you are monitoring a call, on the Agents widget, the cell in the Monitor column of the row containing the name of the agent appears green.
You can switch among the monitoring options. For example, you can click Barge after you have clicked Monitor or Coach.
You can switch the monitoring to a different agent.

If the audio path was established through the phone number (DID) mode, you can navigate to a different monitor dashboard (including for other levels) or to any window on the platform, with your connection remaining intact. You can end the monitoring by manually disconnecting your call. However, if the audio path was established through the computer (WebRTC) mode, you are disconnected when you navigate away from the current monitor dashboard.

You can use the Agent Averages widget of the voice monitor dashboard to view a chart of the distribution of the average time spent by the agents who are signed into outbound services, in a specific state (such as In Call, Not Ready, Ready, or Wrapup). You can view this statistic in real time or for the last half hour by using the Real Time or Last 30 Minutes options in the drop-down arrow on the widget.

The value that appears next to a state outside the chart indicates the average time that the agents have spent in the state; this value is represented in the following format: hours: minutes: seconds. The value in the parentheses indicates the same value in percentage.

If you do not want to view the statistics of a given state in the chart, click that state outside the chart.

You can use the Agent Book widget of the voice monitor dashboard to view the names of all the agents who are signed into the services. The widget displays the following statistics.

Outbound Calls: Number of outbound calls handled by the agent.
Inbound Calls: Number of inbound calls handled by the agent.

To view additional details, such as the service into which the agent is signed or the call time, hover over the avatar of the agent.

This widget is available for an outbound service.
The color that appears on the circle of the avatar of an agent indicates the state of the agent. For example, a red circle indicates that the agent is in the Not Ready state.

You can filter the agents by using the See field, which contains the following options for criteria:

Logged Into Service: Default option, which displays the agents who are signed into the service.
Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed. This setting is available on the Routing tab of the Services window.
All: Displays the agents who are signed into the service and the targeted agents.

For 10DMT and HCI services, the See field contains the following options:

Clicker: Default option, which displays the agents who are signed only into the 10DMT or HCI service (as applicable).
Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service into which the agents are signed.
All: Displays the agents who are signed into the service and the targeted agents.

You can use the Activity widget to view the methods for pacing calls and associated limits, in addition to viewing the call activities in real-time.

The Activity widget displays the following statistics and information.

Statistic/Information	Description
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. For example, the value 00:30 indicates 30 seconds. Similarly, the value 01:30 indicates 1 minute and 30 seconds.
With Agent	Number of calls that are being handled by agents, along with the Number of agents who are signed into the service. The value 4/8* indicates that four active calls are with agents and eight agents are signed into the service.

You can specify the pacing method for calls and define or modify the pacing limits for calls and SMSes. To do so:

On the widget, click the Revise icon .
The Revise Limits window appears.

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

Field	Description
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 fewer agents are in the Ready state. 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. The platform 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 into 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 the platform. You can, however, adjust the limit for each pacing method upward or downward to enable more calls to be launched or limit the number of calls that can be launched. For the #/Agent pacing method, this field indicates the maximum number of calls to be launched for every available agent. If the value in this field is 10, and if five agents are in the Ready state, 50 calls are launched. For the Abandon Rate pacing method, this field indicates the allowed abandonment rate for calls. If the value in this field is 5, the allowed abandonment rate is 5%. For the Max CIP pace method, this field indicates the maximum number of calls to be launched, regardless of the number of available agents. If the value in this field is 50, 50 calls are launched.
Max Wait	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 recipient of the call and the call is terminated. You can, however, define how you want to handle a call that exceeds this value by using the Contact Flow (for example, post-call survey, self-service payment, or voicemail).

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.

To view all changes made to the widget, on the widget, click the Change History icon .

To view a detailed description, hover over the value.

You can use the Live Charts widget to help you evaluate the effects of your pacing settings over the last 60 minutes. The widget displays the following real-time charts, which you can view by using the carousel icon on the widget:

With Agents: Line chart of the average number of calls that agents have handled for the last hour (in increments of fifteen minutes).
- While having more agents on calls is a positive outcome, consider checking your call abandonment rate to ensure that you have not inadvertently dropped too many calls to keep your agents as busy as you require.
- An average Number of calls with agents that is below normal for your call center indicates that you are dialing too slowly (under pacing), resulting in a low abandonment rate.
On Hold: Line chart of the average number of calls that agents have placed on hold for the last hour (in increments of fifteen minutes).
- An average number of calls on hold that is above normal for your call center indicates that you are dialing too rapidly (over pacing).
- An average number of calls on hold that is below normal for your call center indicates you are dialing too slowly (under pacing).

These live charts provide real-time hourly aggregate data. The data on the charts is collected constantly, even when a campaign is not running on the service. If there are instances where the agents do not have any calls, ensure that the campaign has been active at that time.

You can use the Hold Queue widget to view the calls that are in the Automatic Call Distributor (ACD) queue, waiting to be offered to an available agent. You can customize the table that appears on the widget by using the Customize Columns icon and view the following statistics.

Statistic	Description
Service ID	ID of the service associated with the call that is in the queue.
Service Name	Name of the service associated with the call that is in the queue.
Name	Name of the customer whose call is waiting in the queue.
Agent Skill	Skill associated with the agent.
Account	Account number associated with the call that is in the queue.
Customer Phone	Phone number associated with the call that is in the queue.
Priority	Priority of the call that is in the queue.
Duration	Duration for which the call has been in the queue, represented in minutes and seconds.

You can use the Outcomes and Costs widgets to view the outcome of calls and associated service costs for the current day. In addition, you can use the Outcomes widget to view real-time reports for the current day and month.

The Outcomes widget displays the following statistics.

Statistic	Description
Connected	Number of calls that are connected to a live party or a machine (for example, an answering machine).
Transferred	Number of calls that are presented to the service for routing to agents.
Did not connect	Number of calls that terminated without a connection.
RPC	Number of calls in which an agent connected with the intended person (right party) per hour.

The Costs widget displays the following statistics.

Statistic	Description
Today's Connected	Minutes of calls that are connected to a live party (not an agent) or a machine for the current day, along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is not included.
Today's With Agent	Minutes of calls that are handled by agents (from start to finish) for the current day, along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is included.
Total's Today	Minutes of calls for the current day, along with the total charge for the minutes in U.S. dollars. Each call attempt is charged.
MTD's Connected	Minutes of calls that are connected to a live party (not an agent) or a machine for the current month (until the current time), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is not included.
MTD's With Agent	Minutes of calls that are handled by agents (from start to finish) for the current month (until the current time), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is included.
Total's MTD	Minutes of calls for the current month (until the current time), along with the total charge for the minutes in U.S. dollars. Each call attempt is charged.

To view the real-time report for the current day (until the current time), on the Outcomes widget of the voice monitor dashboard, click Today. To view the real-time report for the current month (until the current time), on the Outcomes widget, click MTD.
The Today window or the MTD window appears, displaying the following data.

Section	Data	Description
Summary	Client	Name of your organization.
	Call Center	Name of the call center for which you are viewing the report.
	Report Date	Date and time when you clicked the Today or MTD link.
	Service	Name of the service for which you are viewing the report.
	Dates	Period for which you are viewing the report (that is, current day or current month).
	Connected	Number of calls that were connected, including the following data: Live Answer: Number of calls that were answered by agents (live). Automated Answer: Number of calls that were answered by an answering machine (automated).
	Not Connected	Number of calls that were not connected to agents. Some of the reasons for this data are but not limited to a busy tone, an invalid phone number, or an unanswered call.
	Successful Operator Xfer	Number of calls that were connected to agents, including the following data: Percentage of all calls that were available for transfer and connected to agents. Average duration of calls that were connected to agents, in seconds.
Outcomes	Category	Categories of calls, such as the following: Left Message: Calls where a message was left. Not Made: Calls that were not attempted. Some of the reasons for this category are but are not limited to a duplicate call, an invalid phone number, or the Do Not Call (DNC) list. Operator Transfer: Calls that initiated an agent transfer.
	Totals	Number of calls in a category.
	% Of Total Calls	Percentage of calls in a category.
	Avg Call Length	Average duration of calls in a category.
Charges	Connected Calls	Minutes of calls that are connected for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is not included.
	Operator Xfer	Minutes of calls that are handled by agents (from start to finish) for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is included.
	Totals	Sum of the minutes of connected calls and calls that are handled by agents for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars. Each call attempt is charged.

You can export the report to a CSV file, Microsoft Excel workbook, or a PDF file by using the respective options in the window.

You can use the State Map widget to view the geographic map of a country in which the states are highlighted in varying shades based on the percentage of contacts for which dialing is completed. This widget is available for an outbound service.

The email monitor dashboard provides the following statistics for active email campaigns for the current day, in real-time:

State of unattended email campaigns.
Email queues of agents, including the state of email threads.

In addition to monitoring the email channel, you can use the dashboard to change the state of email threads by assigning them to agents or moving them to the queue.

The Outbound tab displays the following statistics.

Statistic	Description
Bounced Rate	Percentage of emails that are not delivered to the customer.
Click Rate	Percentage of emails in which customers clicked a link.
Delivered Rate	Percentage of emails that are delivered to customers.
Open Rate	Percentage of emails that are opened by customers.
Performance	A chart representing the performance of the email channel based on the above statistics, along with the Number of launched (delivered) emails and the number of emails remaining to be launched. In the chart, the x-axis represents dates and the y-axis represents the number of emails that are delivered, opened, clicked, unsubscribed, suppressed, or bounced.
Suppressed Rate	Percentage of emails that are suppressed due to the suppression list.
Unsubscribe Rate	Percentage of emails from which customers unsubscribed.

By default, these statistics appear for email campaigns that are run in the last 30 days. You can, however, change the length of the campaign by using the View Campaigns From field, which contains the following options:

Today's
Last 7 days
Last 30 days
Last 90 days

In addition, you can select the campaign for which you want to view the outbound statistics by using the View Campaigns field, which contains a list of all active campaigns.

The Inbound tab displays the following statistics.

Statistic	Description
Available Agents	Number of agents who are ready to respond to emails.
Email Threads in Agent Inbox	Number of email threads in the inboxes of the agents who are logged out.
Email Threads in Group Inbox	Number of email threads in the group inbox.
Resolved Email Threads	Number of resolved email threads.
Total Email Threads	Number of all email threads, which includes both unresolved and resolved email threads.
Unresolved Email Threads	Number of unresolved email threads, which includes threads in both the agent's inbox and the group inbox.

In addition, the Inbound tab displays the Email Inbox Monitor table, which provides information about active email threads. The table displays the following columns.

Column	Description
Agent	Name of the agent if the value in the Thread Status column is With Agent.
From	Email address of the customer.
Inbox	Email address to which the customer sent the email.
Initial Interaction Date	Time stamp of the first interaction on the thread, represented in Eastern Time.
Last Interaction Date	Time stamp of the last interaction on the thread, represented in Eastern Time.
Profile	Icon to view the Contact Details window of the customer who is a participant in the thread.
Thread	Icon to view the Email Thread window, which contains the entire email conversation that constitutes the thread.
Thread State	Current state of the last message on the thread, which is one of the following values: Unread: Indicates that an agent has not read the message or has marked the message as unread. Read: Indicates that an agent has read the message. Replied: Indicates that the last message was sent by an agent.
Thread Status	Current status of the thread, which is one of the following values: In Queue: Indicates that the thread is in the group inbox. With Agent: Indicates that the thread is in the agent's inbox, regardless of the status of the agent (that is, logged on or logged off).

You can filter the rows in the table by using the Search box.

You can assign an email thread that is in the group inbox to an agent, or you can reassign an email thread that is in an agent's inbox to another agent. To do so:

On the Inbound tab, in the Email Inbox Monitor table, select the row containing the thread that you want to assign to an agent.
Click Assign to Agent.
The Select Agent window appears, displaying the IDs and names of agents to whom you can assign the thread.
Select the row containing the name of the agent to whom you want to assign the thread, and then click OK.
If the inbox of the selected agent is full (based on the configured thread limit for the agent), you cannot assign the thread to the agent.
The thread is assigned to the agent that you selected, and the name of the agent appears in the Agent column of the Email Inbox Monitor table.

You can move an email thread that is in an agent's inbox to the queue (group inbox). To do so:

On the Inbound tab, in the Email Inbox Monitor table, select the row containing the thread that you want to move to the queue.
Click Move to Queue.
The thread is moved to the queue, and the Agent column of the Email Inbox Monitor table does not display a value.

The SMS monitor dashboard provides the following statistics for active SMS campaigns for the current day, in real-time:

State of unattended SMS campaigns.
SMS queues of agents, including the state of SMS threads.

In addition to monitoring the SMS channel, you can use the dashboard to change the state of SMS threads by assigning them to agents or moving them to the queue.

The Outbound tab displays the following statistics.

Statistic	Description
Delivered	Percentage of SMSes that are delivered to customers.
Suppressed	Percentage of SMSes that are suppressed due to the suppression list.
Failed	Percentage of SMSes that are not delivered to the customer.
Performance	A chart representing the performance of the SMS channel based on the above statistics, along with the Number of launched (delivered) SMSes and the Number of SMSes remaining to be launched. In the chart, the x-axis represents dates and the y-axis represents the Number of SMSes that are delivered, suppressed or failed.

By default, these statistics appear for SMS campaigns that have run in the last 30 days. You can, however, change the length of the campaign by using the View Campaigns From field, which contains the following options:

Today's
Last 7 days
Last 30 days
Last 90 days

In addition, you can select the campaign for which you want to view the outbound statistics by using the View Campaigns field, which contains a list of all active campaigns.

The Inbound tab displays the following statistics.

Statistic	Description
Available Agents	Number of agents who are ready to respond to SMSes.
Resolved SMS Threads	Number of resolved SMS threads.
SMS Threads In Queue	Number of SMS threads in the group inbox.
SMS Threads With Agent	Number of SMS threads in the inboxes of the agents who are logged off.
Total SMS Threads	Number of all SMS threads, which includes both unresolved and resolved SMS threads.
Unresolved SMS Threads	Number of unresolved SMS threads, which includes threads in both the agent's inbox and the group inbox.

In addition, the Inbound tab displays the SMS Inbox Monitor table, which provides information about active SMS threads. The table displays the following columns.

Column	Description
Agent	Name of the agent if the value in the Thread Status column is With Agent.
Inbox	Short-code or long-code SMS number associated with the thread.
From	Phone number of the customer.
Initial Interaction Date	Time stamp of the first interaction on the thread, represented in Eastern Time.
Last Interaction Date	Time stamp of the last interaction on the thread, represented in Eastern Time.
Profile	Icon to the Contact window of the customer who is a participant in the thread.
Thread	Icon to view the SMS Thread window, which contains the entire SMS conversation that constitutes the thread.
Thread State	Current state of the last message on the thread, which is one of the following values: Unread: Indicates that an agent has not read the message or has marked the message as unread. Read: Indicates that an agent has read the message. Replied: Indicates that the last message was sent by an agent.
Thread Status	Current status of the thread, which is one of the following values: In Queue: Indicates that the thread is in the group inbox. With Agent: Indicates that the thread is in the agent's inbox, regardless of the status of the agent (that is, logged on or logged off).

You can filter the rows in the table by using the Search box.

You can assign an SMS thread that is in the group inbox to an agent, or you can reassign an SMS thread that is in an agent's inbox to another agent. To do so:

On the Inbound tab, in the SMS Inbox Monitor table, select the row containing the thread that you want to assign to an agent.
Click Assign to Agent.
The Select Agent window appears, displaying the IDs and names of agents to whom you can assign the thread.
Select the row containing the name of the agent to whom you want to assign the thread, and then click OK.
If the inbox of the selected agent is full (based on the configured thread limit for the agent), you cannot assign the thread to the agent.
The thread is assigned to the agent that you selected, and the name of the agent appears in the Agent column of the SMS Inbox Monitor table.

You can move an SMS thread that is in an agent's inbox to the queue (group inbox). To do so:

On the Inbound tab, in the SMS Inbox Monitor table, select the row containing the thread that you want to move to the queue.
Click Move to Queue.
The thread is moved to the queue, and the Agent column of the SMS Inbox Monitor table does not display a value.

The chat monitor dashboard provides the following statistics for the current day, in real-time:

State of chat threads.
Chat queues of agents, including the state of chat threads.

In addition, the dashboard provides information about active chat threads.

The chat monitor dashboard displays the following statistics.

Statistic	Description
Available Agents	Number of agents who are ready to respond to chats (that is, agents who are logged on to a service for which the chat channel is configured, who are in the Ready state, and for whom the chat channel is enabled). The chat channel is considered to be configured for a service if the Chat Routing Token field of the service contains a value.
Average Chat Wait Time	Average time that customers wait before their chat threads are connected to agents.
Average Resolution Time	Average time taken to resolve chat threads. Resolution time is the difference between the time that a chat session initiated by a customer connects to an agent and the time that the agent ends the session by marking the thread resolved or by dispositioning it. Even after a customer has left a chat session, the thread is considered unresolved until the agent ends the session.
Chats In Queue	Number of incoming chat threads that are waiting to be connected to an agent. This count includes any chats that have hit the Contact Flow (IVR) and are waiting to be connected to an agent; the chat thread may include bot interactions from the Contact Flow.
Chats With Agent	Number of active (unresolved) chat threads in the agents' inboxes.
Total Chats	Number of all chat threads initiated by customers.

In addition, the chat monitor dashboard tab displays the Chat Monitor table, which provides information about active chat threads. The table displays the following columns.

Column	Description
Agent	Name of the agent if the value in the Thread Status column is With Agent.
Duration	Duration for which the thread has been active.
Profile	Icon to view the Contact Details window of the customer who is a participant in the thread.
Queue	Token (department) to which the thread routes. A department enables a chat thread to be linked to the appropriate service.
Thread	Icon to view the Chat Detail window, which contains the entire chat conversation that constitutes the thread.
Thread Status	Current status of the thread, which is one of the following values: In Queue: Indicates that the thread is waiting to be connected to an agent. With Agent: Indicates that the thread is connected to an agent and the agent is yet to resolve the thread. That is, the thread is in the agent's inbox. If the agent to whom a thread is connected logs off, the thread is no longer considered to be with the agent.

You can filter the rows in the table based on the values in the following columns, by using the Search box:

Agent
Queue
Thread Status

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