Whats it for?
Detail focussed on agents and how they interact with customers, highlights the outliers to focus business process improvement and and agent coaching.
Overview
A summary view to highlight agent activities and signpost anomalies where further investigation is needed.
Quick tip: Filters can be set to any time range, granularity, agents and location - selecting the segment of a pie chart is a quick way to filter.
Note: (28 days) chart titles don't update if you change the reporting period.
What the fields show....
# Agents (28 days) - Count of unique active agents, with trend vs the last period.
# Calls (28 days) - Number of calls in the period, with trend vs the last period.
# Inbound Calls (last 28) - Number of inbound calls in the period, with trend vs the last period.
# Outbound Calls (28 days) - Number of outbound calls in the period, with trend vs the last period.
Working days on Hold/Mute (28 days) - The total number of workdays that calls have been placed on hold and mute, with trend vs the last period.
# Internal Microphone (28 days) - The number of calls using an internal microphone, with trend vs the last period.
% No Audio Calls [Calls >60 Sec] (28 days) - Percentage of calls with no audio (one direction or both) that have a duration of >60 seconds
# Missed Calls (28 days) - Number of missed calls in the period, with trend vs the last period.
AHT (28 days) - Average Handling Time (AHT) in the period, with trend vs the last period.
Customer Waiting Times (28 days) - Table view of call metrics by queue.
Call Explorer
A filterable view to understand the the profile of inbound and outbound calls, with inbound [customer] and outbound [agent] Audio Levels.
Note: Audio levels are the amount of audio energy sent to the softphone by the customer and the agent, which is an indication of how loudly the agent is speaking and how loudly the agent can hear the customer.
What the fields show...
For Amazon Connect users there is full detail on Call Initiation here.
Call Length Filter - Select one or more call durations to filter the view.
# Calls (28 days) - Number of calls in the period, with trend vs the last period.
AHT (28 days) - Average Handling Time (AHT) in the period, with trend vs the last period (this excludes wrap time).
Initiation (28 days) - How the calls have originated over the period.
Call Direction (28 days) - The direction of the calls over the period.
Audio Levels (28 days) - The audio levels of calls over the period.
Ended By (28 days) - Whether the customer or agent ended calls over the period.
# Calls (l28 days) vs 28 days prior - Timeline view of the number of calls, with trend vs the last period.
Calls by Agent (28 days) - List of agents by calls, AHT and total working days on calls.
Calls by Queue (28 days) - List of calls by Queue with AHT and total working days on calls.
Calls (28 days) - Summary of all calls.
Hold / Mute Use
A filterable view to understand how often and for how long agents place Customers on Hold or on Mute.
What the fields show....
Call Mute and Hold (28 days) - Number and percentages of calls by hold and mute.
Call Direction Breakdown (28 days) - Number and percentages of calls by direction.
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.
AHT (28 days) - Average Handling Time (AHT) in the period, with trend vs the last period (not including wrap time).
# Calls (28 days) - Number of calls in the period.
# Working Days on Calls (28 days) - The total number of working days on calls (based on a 7.4 hour working day)
# Working Days on Hold/Mute (28 days) - The total number of working days on Hold and Mute (based on a 7.4 hour working day)
Calls (28 days) - Table view showing key call metics.
Call Disconnection on Hold/Mute (Beta)
What the fields show....
Note: The terms Ended on Long Hold and Ended on Long Mute detail calls that ended after at least 30 seconds of Hold or Mute.
Calls Ending on Hold/Mute (28 days) - Number and percentages of calls ending on Hold, Mute, Long Hold or Long Mute.
By Agent - Ended on Hold/Mute by Agent (28 days) - Table view showing the hold and mute details by queue, sorted by the queue with the most Hold/Mute.
By Queue - Ended on Hold/Mute by Agent (28 days) - Table view showing the hold and mute details by agent, sorted by the agent with the most Hold/Mute.
Calls Ended on Hold/Mute - Table view showing key Muter/Hold metrics.
Transfers
What the fields show....
For Amazon Connect users there is a full description of call transfers here.
Call Transfers (28 days) - Number and percentages of calls transferred In or Out (or not)
# Transferred Calls (28 days) - Number of calls transferred and trend vs prior period.
# Transferred Calls <30 Seconds (28 days) - Number of calls transferred within 30 seconds of the first agent answer and trend vs prior period.
Call Transfer (28 days) - Timeline view of transfers (or not) and direction.
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.
Missed Calls
More detail on the number of inbound calls presented to the agent, that were not, or could not be, answered
Filters can be set to any time range, granularity, agents and location.
Missed Calls
What the fields show....
# Missed Calls without Error Log (28 days) - Total number of missed calls, where there is no associated error log, with trend vs the last period.
# Missed Calls (28 days) - Total Number of missed calls, with trend vs the last period.
# Missed Calls without Error Log by Queue (28 days) - Timeline view of missed calls over the period, by queue.
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 Calls without Error Logs List (28 days) - Table view of all missed calls with key metrics.
Failed Call Connections
What the fields show....
# Failed Call Connections (la28 days) - Percentage and number of Agent and Customer failed connected calls.
# Failed Connection without Error Log (28 days) - The number of failed connected calls, with no associated error log, with trend vs the last period.
# Failed Call Connections (28 days) - The total number of failed connected calls, with trend vs the last period.
# Failed Connections without Error Log by Queue (28 days) - Timeline view of failed connected calls, by queue.
# Failed Call Connections list (28 days) - Table view of calls that failed to connect.
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
Agents
Call Direction (28 days) - Number and percentage of calls by direction.
Call Length (28 days) - Call length on bands, by number and percentage.
# Ended By (28 days) - Number and percentage of calls ended by the customer or agent (details from agent collector)
# Ended By (28 days) - Number and percentage of calls ended by the customer or agent (details from CCaaS).
# Calls [By Agent, By Min. Network Quality] (28 days) - Number of calls view - Agent view of calls ended by Agent or Customer.
% Ended By [by Agent] (28 days) - Contribution view - Agent view of calls ended by Agent or Customer.
ISP
# Ended By [by ISP] (28 days) - ISP view on the number of contacts ended by the customer or agent.
% Ended By [by ISP] (28 days) - ISP view on the percentage of contacts ended by the customer or agent.
Location
# Ended By [by location] (28 days) - Location view on the number of contacts ended by the customer or agent.
% Ended By [by location] (28 days) - Location view on the percentage of contacts ended by the customer or agent.
Time
Ended By [Location] (7 days) - Timeline view of he number of contacts ended by the customer or agent.
Ended By [Location] (28 days) - Timeline view of the number of contacts ended by the customer or agent.
Call Length
# Ended By [by Call Length (seconds)] (28 days) - Call length view of who ended the the call.
Headsets
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 (audioinput) and Speakers (audiooutput) used by agents over the period.
No Audio
Detail on the Audio received and transmitted by the Agents Softphone.
Note: Audio levels are the amount of speech sent and received by the agent
Note: Audio levels are the amount of audio energy sent to the softphone by the customer and the agent, which is an indication of how loudly the agent is speaking and how loudly the agent can hear the customer.
The scale is logarithmic, as an indication we use the following values:
< Less than 150 is background noise.
< 1,500 low levels of speech that the customer/agent would struggle to hear.
> 1,500 - 32,767 normal levels
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.
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.