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.

Did this answer your question?