Service Group View Help

The monitor dashboard for service groups provides an overview of all dialing activities across all your service groups in real time.

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 Monitor widget to view call statistics for the current day. The statistics correspond to the overall values for the service group. 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.

In the graphical view, the following statistics appear based on the tab that you have selected (Outbound, Blended, or Inbound):

Outbound service statistics with the percentage of outbound calls, longest hold duration, and percentage of contacts whose numbers have been dialed.
Blended (outbound and inbound) service statistics with the percentages of outbound and inbound calls and percentages of the average handle and talk time for the service.
Inbound service statistics with the percentage of inbound calls and percentages of the average handle and talk time for the service.

In the tabular view, you can view the statistics for inactive services by selecting the Show Inactive Services checkbox. You can also customize the table by using the Customize Columns icon and view the following statistics.

Statistic	Description
% Done	Percentage of contacts for which dialing is completed. This statistic is available only for outbound and blended services.
Abandon Rate	Percentage of calls that are abandoned by the customer before speaking to an agent (Total Abandoned Calls / Calls Offered).
Agents In Call	Number of agents who are connected to calls.
Agents Logged In	Number of agents who are signed into the call center or service.
Available Agents	Number of agents who are ready to receive calls from an inbound service.
Average Abandon Time	Average time that customers wait in the queue before abandoning calls.
Average Handle Time	Average time that agents spend handling the complete interaction, from start to finish.
Average Hold Time	Average time that your customers are placed on hold by agents during calls.
Average Speed of Answer	Average time that calls remains 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	Average time that agents spend talking to customers. Unlike Average Handle Time, this statistic does not include hold or wrap-up time.
Average WrapUp Time	Average time that agents spend wrapping up calls.
Call Center	Name of the call center.
Call Direction	Direction of call (for example, inbound and outbound). This statistic is available only for outbound and blended services.
Callback Phone	Callback phone number for the service. This statistic is available only for outbound and blended services.
Caller ID	Caller ID for the service. This statistic is available only for outbound and blended services.
Calls	An icon that displays the following information about a call/transaction in the Calls window: State: State of the call, which can be one of the following: With no agents: Call is in the hold queue and is not yet connected to an agent On hold: Call is placed on hold by an agent With operator: Call is connected to an agent Session ID: ID of the current session Start Time: Start time of the call, represented in HH:MM:SS (Hours:Minutes:Seconds) Connect Time: Time at which the call is connected, represented in HH:MM:SS Bridge Time: Time at which the call is connected to an agent, represented in HH:MM:SS End Time: End time of the call, represented in HH:MM:SS Priority: Priority assigned to the call Agent Skill: Skill assigned to the call Account: Account number associated with the call Phone: Dialed phone number for an outbound call or the Automatic Number Identification (ANI) for an inbound call Name: Name of the agent who is connected to the call Logon ID: Logon ID of the agent who is connected to the call This statistic is available only for outbound and blended services.
Calls Answered Within SL	Number of calls that are answered by agents within the defined service-level threshold.
Calls Connected	Number of calls that are connected to agents.
Calls Failed	Number of calls that terminated without a connection.
Calls Handled	Number of calls that are handled by agents, from start to finish.
Calls In Queue	Number of calls that are in the queue, waiting to be connected to an available agent.
Calls Offered	Number of calls that are offered to agents, which includes both handled calls and abandoned calls.
Calls Transferred	Number of calls that are presented to the service for routing.
Charge	Usage fees for the call center or service.
CIP	Calls that are in progress.
Completed	Number of contacts for which dialing is completed.
MTD	Real-time report for the current month. This statistic is available only for outbound and blended services.
Operator Phone	Operator phone number for the service. This statistic is available only for outbound and blended services.
Past	Real-time report for a user-defined date range. This statistic is available only for outbound and blended services.
Remaining	Number of contacts that are remaining to be contacted.
Service ID	ID of the service. This statistic is available only for outbound and blended services.
Service Name	Name of the service. This statistic is available only for outbound and blended services.
Service Level	Sum of the Number of calls that are answered by agents and calls that are abandoned by customers within the defined threshold, divided by the number of offered calls. 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.
Service Type	Type of service (for example, inbound, manual, quick connect, or unattended). This statistic is available only for outbound and blended services.
Time On Hold	Longest time that a call was on hold.
Today	Real-time report for the current day. This statistic is available only for outbound and blended services.
Total/Total Calls	Number of contacts that are loaded from a campaign. This statistic is available only for outbound and blended services.
Total Abandoned Calls	Difference between the Number of offered calls and the Number of handled calls (that is, the number of calls that customers abandoned before connecting to an agent).

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

% Done
Completed
Remaining
Total 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 service group. 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.
Service ID	ID of the service into which the agent is signed.
Service Name	Name of the service into which the agent is signed.
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.

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.

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.

For one or more agents, you can switch the service into which they are signed. To do so:

In the tabular view, in the rows containing the names of the agents whose service you want to change, select the checkboxes, and then click the Switch Service icon .
The Agent Panel window appears, in which the Allow Switch Service column indicates if you can switch the service of an agent.
For a given row, if this column does not contain an icon, you cannot switch the service of the agent.
In the Search Service field, select the service into which you want to sign the agents.
Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for switching their service.
Click Ok.
A message appears to indicate if the service of the agents is switched.
- If an agent is in the Ready or Not Ready state, the agent is immediately switched to the new service. If the agent is in any other state, the agent is switched to the new service only after they change their state to Ready or Not Ready.
- Your message appears on the agent desktops, along with your name and the time that the service was switched.

You can log one or more agents off from their agent desktops unless they are on 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 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).