You can use the Outcomes and Costs widgets of the voice monitor dashboard 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.
- These widgets are available at the service level.
- For information about how to access the voice monitor dashboard for a given level, see Monitor Tab.
Outcome Statistics
The following table describes the statistics that appear on the Outcomes widget.
| Statistic | Description |
|---|---|
| Connected | Number of calls that are connected to a live party or a machine (for example, 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. |
Cost Statistics
The following table describes the statistics that appear on the Costs widget.
| 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. |
Real-Time Report
On the Outcomes widget, you can view the real-time report for the current day (until the current time) and the current month (until the current time) by clicking Today and MTD, respectively.
The following tables describe the data that appear in the various sections of the Today window or the MTD window.
You can export the report to a CSV file, Microsoft Excel workbook, or a PDF file by using the corresponding options in the window.
Summary Section
| Data | Description |
|---|---|
| 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:
|
| 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:
|
Outcomes Section
| Data | Description |
|---|---|
| Category | Categories of calls, such as the following:
For information about the categories, see Real-Time Report (RTR). |
| 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 Section
| Data | Description |
|---|---|
| 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 the 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. |