What is it for?
A summary view of your Contact Centre, understand service norms and deviations as a signpost to investigate further.
Overview
What the fields show....
Agent Locations (28 days) - 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.
The trend vs the last period in many of the fields shows the numeric and percentage difference between the current month (28 day period) to the same period in the prior month (28 day period from the same date the month before)
# Calls (28 days) - Number of calls connected to Agents, inbound and outbound, with trend vs the last period.
# Calls (28 days) vs 28 days prior - Timeline view on the number of calls, with a lighter line showing the previous period.
# Agents (28 days) - Count of unique active agents, with trend vs the last period.
# Missed/Failed Calls (28 days) - Number of missed and failed calls, with trend vs the last period.
# Agent Reported Issues (28 days) - Number of Agent Reported Issues of any category, with trend vs the last period.
Good Network Calls (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 (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 (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) (7 days) - Timeline view of calls, showing the worst second of network quality (MOS) in each call.
# Agents on Calls (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 (7 days) - Timeline view of the number of Missed Calls over the period.