Overview
A summary view of your Contact Centre, understand service norms and deviations as a signpost to investigate further.
What the fields show....
Agent Locations - A map of the world view, hover over highlighted Countries to see the number of calls over the last month period (last 30 days normally)
The twelve numbers below show a two month comparison - from the date in the current month vs the same date in the prior month.
# Calls (last 28 days) - Number of calls connected to Agents, inbound and outbound, with trend vs the last period.
# Calls (last 28 days) vs 28 days prior - Timeline view on the number of calls, with a lighter line showing the previous period.
# Agents (last 28 days) - Count of unique active agents, with trend vs the last period.
# Missed/Failed Calls (last 28 days) - Number of missed and failed calls, with trend vs the last period.
# Agent Reported Issues (last 28 days) - Number of Agent Reported Issues of any category, with trend vs the last period.
Good Network Calls (last 28 days) - Percentage of calls, where every second of the call was on a high performing network (MOS >4), with trend vs the last period.
Average Network Calls (last 28 days) - Percentage of calls, where every second of the call was on a high performing network (MOS <4 but >3), with trend vs the last period.
Poor Network Calls (last 28 days) - Percentage of calls, where every second of the call was on a high performing network (MOS <3), with trend vs the last period.
The three timeline views show the trend over the past 7 day period
# Calls (By Min. Network Quality) (last 7 days) - Timeline view of calls, showing the worst second of network quality (MOS) in each call.
# Agents on Calls (last 7 days) - Timeline view of the Number of agents on inbound or outbound calls, with a lighter line showing the previous period.
# Agent Reported Issues (By Category) - Timeline view of Number of Agent Reported Issues of any category.
# Missed Calls (Last 7 days) - Timeline view of the number of Missed Calls over the period.