Quick links to Dashboard tabs:

Overview

A summary view to highlight agent activities and signpost anomalies where further investigation is needed.

Filters can be set to any time range, granularity, agents and location.

By default the the ten numbers show data for the last month period (normally the last 30 days)

What the fields show....

  • # Calls - Number of calls connected to agents, inbound and outbound.

  • # Success outbound - Number of outbound calls with > 1-minute duration.

  • # Answer Machines - Number of outbound calls with < 20 second duration, ended by the Agent. [typically calls answered by a messaging service]

  • Total Time on Calls - The total number of 7.4 hour days, agents are making and taking calls.

  • Total Hold and Mute - The total number of 7.4 hour days, agents put callers on hold and mute.

  • # Calls Long Hold - Number of calls where the mute and hold time was > 20% of the duration the call was connected to the agent.

  • # Long No Speech - Number of calls lasting longer than a minute, where there was no agent or customer audio.

  • # Customer Rejected - Number of outbound calls, lasting less than 20 seconds, where the customer ended the call.

  • # Missed Calls - Number of inbound calls presented to the agent, that were not, or could not be, answered

  • # Call Slams - Number of inbound calls presented to the agent, that lasted less than 7 seconds, that were ended by the agent. [typically call slams]

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

  • # Calls (By Direction) - Timeline view of the total number of calls, by direction over the last 7-day period.

  • # Agent Reported Issues (By Category) - Timeline view of Agent Reported Issues by Category over the last month period (normally the last 30 days).

Call Profile

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 speech sent and received by the agent

  • < 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

Filters can be set to any time range, granularity, agents and location.

By default data for the last month period (normally the last 30 days)

What the fields show.....

  • Agents - Table view showing calls and their Average Handle time (AHT)

  • # Calls - Number of calls connected to agents, inbound and outbound.

  • Average Handle Time - Average Handle Time (AHT) for all agents.

Charts showing the percentages. [selecting a segment, filters for all views]

  • Call Direction - The percentage of Inbound, Outbound or Null (unknown direction) calls.

  • No Audio - The percentage of calls with both-way audio, customer audio, agent audio or no audio.

  • Ended By - The percentage of calls ended by the customer or agent.

  • Call Length - Dropdown to filter based on the length of the call, select one or more ranges then select APPLY

  • Calls Time - Table view of calls and agents with their Inbound (customer) and Outbound (agent) audio levels. [selecting the <> arrows sorts each column]

Hold and Agent Mute

A filterable view to understand how often and for how long agents place Customers on Hold or on Mute.

Filters can be set to any time range, granularity, agents and location.

By default data for the last month period (normally the last 30 days).

What the fields show....

  • Agent Averages - Table view of agents and calls showing the AHT, average and percentage Hold and Mute times [selecting the <> arrows sorts each column, selecting the agent filters the dashboard for that agent only]

  • Average Handle Time - Average Handle Time (AHT) for all agents.

  • Total Time on Calls - The total number of 7.4 hour days, agents are making and taking calls.

  • # Calls - Number of calls connected to agents, inbound and outbound.

  • Mute Time - The total Mute duration.

  • Hold Time - The total Hold duration.

  • Total Hold + Mute - The total number of 7.4 hour days, agents placed customers on hold and mute

  • # Long Hold + Mute - Number of calls where the mute and hold time was > 20% of the duration the call was connected to the agent.

Missed Calls

More detail on the number of inbound calls presented to the agent, that were not, or could not be, answered (MissedCallAgent) and inbound and outbound calls that failed to be connected (FailedConnectAgent and FailedConnectCustomer) here's what they mean:

  • FailedConnectCustomer - this is where the customer call has terminated before the session could commence with the agent, could be as simple as the customer hanging up before the agent answers their ringing softphone for an inbound call, or the customer rejecting an outbound call.

  • FailedConnectAgent - this is where the agent session could not be established, could be as simple as the agent ending an outbound call, before the Customer has answered.

  • MissedCallAgent - call being successfully offered but not accepted by the agent within 20s - the call is then presented to another agent.

Filters can be set to any time range, granularity, agents and location.

By default data for the last month period (normally the last 30 days)

What the fields show....

  • # Missed Calls (By Agent) - Timeline view of the total number of missed calls by agent over the last 7-day period.

  • # Missed Calls - Number of inbound calls presented to the agent, that were not, or could not be, answered

  • # Missed Calls Errors - Number of missed calls and associated errors [help identify technical cause]

  • Agents missing calls - The percentage of missed calls by agent. [selecting a segment, filters for all views]

  • Agents missing calls - Table view of agents and the number of missed calls. [selecting the <> arrows sorts each column]

FailedConnectAgent and FailedConnectCustomer are not necessarily indications of technical issues.

  • FailedConnectCustomer - this is where the customer call has terminated before the session could commence with the agent, could be as simple as the customer hanging up before the agent answers their ringing softphone.

  • FailedConnectAgent - this is where the agent session could not be established, could be as simple as the agent ending an outbound call, before the Customer has answered.

  • MissedCallAgent - call being successfully offered but not accepted by the agent within 20s - the call is then presented to another agent.

All our Customers experience significant numbers of all three events.

I hope this helps, happy to discuss further.

Headsets

Detail on when agents changed their headset.

Filters can be set to any time range, granularity and agents.

By default data for the last month period (normally the last 30 days)

What the fields show....

  • Change in headset while on calls (By Agent) - Timeline view of headset changes during a call, by agent.

  • Agents Changing Headsets - Table view by agent of headset changes during a call.

  • Change in headset - The percentage of headset changes, during a call, by agent. [selecting a segment, filters for all views]

  • Calls Changing Headsets - Table view of the Call ID's and agents, where the headset changed during the call.

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.

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