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 - Number of calls connected to Agents, inbound and outbound.

  • # Active Agents - Count of unique active agents.

  • # Agent Reported Issues - Number of Agent Reported Issues of any category.

  • Good Network, % Calls - Percentage of calls, where every second of the call was on a high performing network. (MOS >4)

  • Average Network, % Calls - Percentage of calls, where at least one-second of the call was on an average performing network. (MOS <4 but >3)

  • Poor Network, % Calls - Percentage of calls, where at least one-second of the call was on a poor performing network. (MOS <3)

The three timeline views show the trend over the past 7 day period

  • # Calls (By Min. Network Quality) - Timeline view of calls, showing the worst second of network quality (MOS)

  • # Agents on Calls - Number of agents on inbound or outbound calls.

  • # Agent Reported Issues (By Category) - Number of Agent Reported Issues of any category.

Agent Reported Issues

Trend of Agent reported issues to get a true sense of how the service is performing with the detail to focus efforts.

What the fields show....

Agent Reported Issue data for the last month period (normally the last 30 days)

  • # Reported Issues - The total number reported.

  • Category Breakdown - The volume by type. [selecting a segment, filters for all views]

  • Common Agent Reported Issues - Words used by two agents or more in the comments section, the larger the lettering the more occurrences.

  • Reported Issue List - The detail for each reported instance, with associated MOS and CPU measures. [selecting the <> arrows sorts each column]

  • # Reported Issues (By Category) - Timeline view by Category.

Agent Network

Trend of Agent numbers and Network performance.

What the fields show....

  • # Agents (By location) - Timeline view of unique agents, by location over the the last monthly period. [selecting the locations, filters them out of the graph]

  • # Calls (By Min. Network Quality) - Timeline view of the number of calls, by the network quality score (MOS) in any second. (Poor is a MOS of <3, Good >4, Average in between)

  • # Poor Network Quality Calls (By Network) - Timeline view of the number of calls, by ISP with a Poor network quality score (MOS) in any second. [selecting the ISP, filters them out of the graph]

  • Agents with Worst Network Connection (>10 Call) - Table view of agents with the lowest network quality score (MOS) in any second, who have more than 10 calls over the last 7-day period.

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