Agents are on the front line in delivering customer experience.
The Agent Interactions dashboard helps understand how agents interact with customers and the detail needed to focus improvements.
Overview
What the fields show....
% High Ops CX Risk (28 days) - The percentage of calls that could have issues given the operational data collected by Operata, trending against the previous 28-day period - CX Risk explained here.
Ops CX Risk (28 days) - Timeline view of Ops CX Risk by risk level.
Ops CX Risk (28 days)- Number and percentage of CX Ops Risk by risk level.
Medium & High Ops CX Risk (28 days) - Number and percentage of medium and high CX Ops Risk by risk level, by risk type.
Transfers (28 days) - Number and percentage of calls transferred, by direction.
All Calls Transferred Out (28 days) - Percentage of calls transferred out, with trend vs the prior period.
Transferred to same Queue (28 days) - Percentage of calls transferred into the same queue they came from, with trend vs the prior period.
Browser Coverage (28 days) - The percentage of calls where agent data has been collected, trending against the previous 28-day period.
Operata Coverage (28 days) - Timeline view of Operata coverage, by data collection type.
By Queue - Ops CX Risk, Coverage & Wait Times (28 days) - Table view of Ops CX risk, by queue.
By Agent - Ops CX Risk, Coverage & Wait Times (28 days) - Table view of Ops CX risk, by agent.
Hold / Mute
Hold & Mute Use shows the overall levels of hold and mute, and ranks agents by the highest total mute and hold duration.
Calls Ended on Hold or Mute tab shows agents with the highest number of calls that ended while in the Hold or Mute state, filtering on the agent shows the call details.
What the fields show....
Hold & Mute Use
Direction (28 days) - The number and percentage of calls by direction.
Hold / Mute Use (28 days) - The number and percentage of calls by Mute and/or Hold levels.
% of Hold & Mute (28 days) - The Percentage of Hold and Mute, trending vs the prior period.
Days (7.4H) of Hold / Mute (28 days) - The number of 7.4 hour days of hold and mute over the last 28-days, trending vs the prior period.
AHT (28 days) - Average Call Handling Time over the last 28-days, trending vs the prior period.
Days (7.4H) on Calls (28 days) - The number of 7.4 hour days of call time over the last 28-days, trending vs the prior period.
By Agent - Hold / Mute [by Agent] (28 days) - Table view of agents and calls showing the AHT, average and percentage Hold and Mute times.
By Queue - Hold / Mute [by Agent] (28 days) - Table view of queues and calls showing the AHT, average and percentage Hold and Mute times.
Quick tip: selecting the <> arrows sorts each column, selecting agent_friendly filters the dashboard for that agent only.
Calls (28 days) - Table view showing key call metics.
Calls Ended on Hold & Mute (28 days)
Calls Ended on Hold/Mute (28 days) - The number and percentage of calls that ended on Mute and Hold (Long indicates that the call was on hold for >30s before ending in that state)
By Agent - Ended on Hold/Mute by Agent (28 days) - Table view of agents and calls showing details of calls ending on Mute or Hold
By Queue - Ended on Hold/Mute by Agent (28 days) - Table view of queues and calls showing details of calls ending on Mute or Hold.
Calls (28 days) - Table view showing key call metics.
Transfers
What the fields show....
For Amazon Connect users there is a full description of call transfers here.
Transfers (28 days) - Number and percentages of calls transferred In or Out (or not)
All Calls Transferred Out (28 days) - The percentage of calls Transferred Out, trending vs the prior period.
# Transferred Calls <30 Seconds (28 days) - Percentage of calls transferred within 30 seconds of answer, trending vs the prior period.
Transferred to same Queue (28 days) - Percentage of calls transferred to the same queue, trending vs the prior period.
By Agent - Transfers by Agent (28 days) - Table view by agent of key transfer metrics.
By Queue - Transfers by Agent (28 days) - Table view by queue of key transfer metrics.
Transfer Flow - Transfer Calls (28 Days)
Inner ring - Origin queue
Outer ring - Destination queue
Transfer Flow - Transfer Calls (28 Days) - Table view of call transfers
Transfers over Time - Transfer Calls (28 Days) - Timeline view of call transfers, by type
Transfers over Time - Transfer Calls (28 Days) - Table view of call transfers
Missed / Failed Call Events
Missed Calls first details calls that were presented to the agent, but were not answered and if there was an error log indicating that the agent was unable to answer the call, then this is also shown.
Failed Connections shows calls that ended before being connected, either at the agent or customer end.
What the fields show....
Missed Calls
# Missed with Error Log (28 days) - Total number of missed calls, where there is an associated error log, trending vs the last period.
# Missed Calls (28 days) - Total Number of missed calls, trending vs the last period.
Agents - # Missed Calls [by Agent] (28 days) - Table view by agents on missed calls, with and without associated error logs.
Queues - # Missed Calls [by Agent] (28 days) - Table view by queues on missed calls, with and without associated error logs.
#Missed Call [by cause] (28 days) - Timeline view of missed calls, with/without errors.
# Missed Call Error Log Entries (28 days) - Table view of all missed calls with error details.
Failed Connections
# Failed Connections [by type] (28 days) - Percentage and number of Agent and Customer failed connected calls.
Failed Connections with Error Logs (28 days) - The number of failed connected calls, with no associated error log, trending vs the prior period.
# Failed Call Connections (28 days) - The total number of failed connected calls, trending vs the prior period.
#Failed Connections [by cause] (28 days) - Timeline view of Failed Connection calls by type.
Failed Connections Error Log Entries (28 days) - Table view of calls that failed to connect with associated errors.
Agent - # Failed Connections [by Agent] (last 28 days) - Table view of agents with connection failures (with and without errors).
Queue - # Failed Connections [by Queue] (last 28 days) - Table view of queues with connection failures (with and without errors).
Disconnects
The Disconnects tab details how calls originated and ended. This can be useful for identifying where to provide agent guidance to always wait for the customer to end the call.
What the fields show....
Call Direction (28 days) - Number and percentage of calls by direction.
Call Length (28 days) - Call length on bands, by number and percentage.
Disconnect Reason [Cloud] (28 days) - The disconnect reason provided from Operata integration with the CCaaS platform.
Ended By [Softphone] (28 days) - The disconnect party provided from the browser collector.
Agents - # Calls [By Agent] (28 days) - Calls and disconnect party, by agent call volume.
Agents - # Calls [By Agent] (28 days) - Calls and disconnect party, by agent and call contribution.
Agent Group - # Calls [By Agent Groups] (28 days) - Calls and disconnect party, by agent group call volume.
Agent Group - # Calls [By Agent Groups] (28 days) - Calls and disconnect party, by agent group and call contribution.
Queue - # Calls [By Queue] (28 days) - Calls and disconnect party, by queue call volume.
Queue - # Calls [By Queue] (28 days) - Calls and disconnect party, by queue and call contribution.
Time - # Ended By (7 days) - Timeline view of calls and disconnect party.
Time - # Ended By (28 days) - Timeline view of calls and disconnect party.
Call Length - # Ended By [by Call Length (seconds)] (28 days) - Distribution of ended call party by call length.
Headsets
Headsets details the type of headset used by agents, crucially it can also be filtered to show Agents who use an internal microphone, which often causes CX issues.
What the fields show....
Microphone Type (28 days) - Number and percentage of internal and external microphone use.
Audio Device (28 days) - Number and percentage of microphones used.
Device Use - Devices (28 days) - Table view of the devices used, agents and calls.
# Device / Device Profiles (28 days) - Table view of the number of devices and device profiles by agent.
Devices (last 28 days) - Table view of the Microphones (audio-input) and Speakers (audio-output) used by agents over the period.
No Audio
This shows calls where there was no or very low levels of audio energy.
It’s common for short outbound calls to have no Agent audio, where the agent is simply listening to an answer machine message.
What the fields show....
% No audio calls [Calls >60 Sec] (28 days) - Percentage of calls lasting longer than 60 seconds with little or no audio, trending vs prior period.
By Agent - No Softphone Audio Table [by Agent] (28 days) - Table view of calls, by agent, with no audio (agent, customer or both).
By Queue - No Softphone Audio Table [by Agent] (28 days) - Table view of calls, by queue, with no audio (agent, customer or both).
Call Direction (28 days) - Number and percentage of calls by direction.
Softphone Audio (28 days) - Number and percentage of calls by audio levels.
No Softphone Audio Table [by call length] (last 28 days) - Table view of calls with no or low audio levels.
Agent Alterts
This shows Events that Operata could notify the agent about, such as using an internal microphone, not a headset.
The Alerts tab shows where these notifications have been enabled and which agents get the most Agent Messenger notifications.
What the fields show....
Events
#Call Events [by type] (28 days) - Table view of Events and agents/calls in which they occur.
#Call Events [by agent, type] (28 days) - Table view of Events by agent.
#Call Events [by type] (28 days) - Timeline view of Events by type.
Call Events (28 days) - Table view of all calls tagged with an Event.
Alerts
# Agent Alerts (28 days) - Number and percentage of agent Alerts.
# Agent Alerts (28 days) - Table view of the count of agent Alerts.
# Agent Alerts (28 days) - Timeline view of agent Alerts by time.
By Agent - # Agent Alerts (28 days) - Table view of alerts, by agent.
By Alert - # Agent Alerts (28 days) - Table view of individual Alerts.