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.

What the fields show....

Overall

  • # Agents (last 28 days) - Count of unique active agents, with trend vs the last period.

  • # Calls (last 28 days) - Number of calls in the period, with trend vs the last period.

  • AHT (last 28 days) - Average Handling Time (AHT) in the period, with trend vs the last period.

  • % Agent Disconnect (last 28 days) - Percentage of >2m calls ended by agents in the period, with trend vs the last period.

  • # Calls [By Direction] (last 28 days) - Timeline of number of calls by direction.

Inbound

  • # Inbound Calls (last 28 days) - Number of inbound calls in the period, with trend vs the last period.

  • # Missed Calls (last 28 days) - Number of missed calls in the period, with trend vs the last period.

  • # Call Slams (last 28 days) - Number of inbound calls presented to the agent, that lasted less than 7 seconds, that were ended by the agent. [typically call slams]

Outbound

  • # Outbound Calls (last 28 days) - Number of outbound calls in the period, with trend vs the last period.

  • # Successful Outbound (last 28 days) - The number of outbound calls lasting > 1 min, with trend vs the last period.

  • # Answering Machine (last 28 days) - The number of outbound calls, lasting less than 20 seconds, ended by the agent.

  • # Customer Rejected (last 28 days) - The number of outbound calls, lasting less than 20 seconds, ended by the Customer.

Customer Experience

  • Total Time Hold/Mute (last 28 days) - The total number of workdays that calls have been placed on hold and mute, with trend vs the last period.

  • # Internal Microphone (last 28 days) - The number of calls using an internal microphone, with trend vs the last period.

  • # Long Calls, No Audio (last 28 days) - Number of long calls (> 10 mins) where there is low or no audio, with trend vs the last period.

  • % No audio calls (last 28 days) - The percentage of calls where there is low or no audio, with trend vs the last period.

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 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

What the fields show...

  • Call Length Filter - Select one or more call durations to filter the view.

  • # Calls (last 28 days) - Number of calls in the period, with trend vs the last period.

  • AHT (last 28 days) - Average Handling Time (AHT) in the period, with trend vs the last period.

  • Initiation (last 28 days) - How the calls have originated over the period (select a section of the Pie Chart to filter the view.

  • Call Direction (last 28 days) - The direction of the calls over the period (select a section of the Pie Chart to filter the view.

  • Audio Levels (last 28 days) - The audio levels of calls over the period (select a section of the Pie Chart to filter the view.

  • Ended By (last 28 days) - Whether the customer or agent ended calls over the period (select a section of the Pie Chart to filter the view.

  • # Calls (last 28 days) vs 28 days prior - Timeline view of the number of calls, with trend vs the last period.

  • Calls by Agent (last 28 days) - List of agents by calls, AHT and total working days on calls.

  • Calls (last 28 days) - Summary of all calls over the last 28 days.

Hold / Mute

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

What the fields show....

  • Call Direction Breakdown (last 28 days) - Call direction over the period (select a section of the Pie Chart to filter the view).

  • Hold / Mute Breakdown (last 28 days) - Summary of Hold / Mute levels (select a section of the Pie Chart to filter the view).

  • Hold / Mute [by Agent] (last 28 days) - 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 (last 28 days) - Average Handling Time (AHT) in the period, with trend vs the last period.

  • Total Calls (last 28 days) - Number of inbound calls in the period.

  • Average Mute Time (last 28 days) - Average Mute time for the period.

  • Total Time on Calls (last 28 days) - Total time on calls for the period.

  • Average Hold Time (last 28 days) - Average Hold time over the period.

  • Total Time on Hold / Mute (last 28 days) - Total Hold and Mute time over the period.

  • Hold / Mute [by Call] (last 28 days) - The total number of 7.4 hour days, agents placed customers on hold and mute over the period.

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 (last 28 days) - Total number of missed calls, with trend vs the last period.

  • # Missed Calls (last 28 days) - Number of missed calls bay agent.

  • # Missed Calls (last 28 days) - Timeline view of missed calls over the period.

Failed Call Connections

What the fields show....

  • # Failed Call Connections (last 28 days) - Agent and Customer failed connected calls (select a section of the Pie Chart to filter the view).

  • # Failed Call Connections (last 28 days) - The number of failed connected calls, with trend vs the last period.

  • # Failed Call Connections (last 28 days) - The count of failed connected calls, by agent.

  • # Failed Call Connections (last 28 days) - Timeline of failed connected call by type.

Disconnects

Agents

# Ended By [by agent] (last 28 days) - Agent view on the number of contacts ended by the customer or agent.

% Ended By [by agent] (last 28 days) - Agent view on the percentage of contacts ended by the customer or agent.

ISP

# Ended By [by ISP] (last 28 days) - ISP view on the number of contacts ended by the customer or agent.

% Ended By [by ISP] (last 28 days) - ISP view on the percentage of contacts ended by the customer or agent.

Location

# Ended By [by location] (last 28 days) - Location view on the number of contacts ended by the customer or agent.

% Ended By [by location] (last 28 days) - Location view on the percentage of contacts ended by the customer or agent.

Time

Ended By (last 7 days) - Timeline view of he number of contacts ended by the customer or agent.

Ended By (last 28 days) - Timeline view of he number of contacts ended by the customer or agent.

Call Length

# Disconnects by Call Length [seconds] (last 28 days) - The number of disconnected calls, by duration and direction.

Call Length (last 28 days) - Summary of call length (select a section of the Pie Chart to filter the view).

Ended By (last 28 days) - Summary of who ended the call (select a section of the Pie Chart to filter the view).

Disconnect Reason (last 28 days) - Summary of disconnection reason (select a section of the Pie Chart to filter the view).

# Disconnects by Call Length [seconds] (last 28 days) - Summary of call disconnections, by call duration.

Headsets

Detail on when agents changed their headset.

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

What the fields show....

  • Microphones (last 28 days) - Summary of internal and external microphone use (select a section of the Pie Chart to filter the view).

  • Microphones (last 28 days) - Summary of the types of microphones used in the period (select a section of the Pie Chart to filter the view).

  • Microphones [by Agents] (last 28 days) - The number of calls made by each microphone type.

  • Headsets (last 28 days) - Table view of the Microphones and Speakers 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

  • < 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

% No audio calls (last 28 days) - Percentage of calls with little or no audio over the period

Agent Audio Breakdown (last 28 days) - Summary of different levels of agent audio (select a section of the Pie Chart to filter the view).

Customer Audio Breakdown (last 28 days) - Summary of different levels of customer audio (select a section of the Pie Chart to filter the view).

Call Direction - Summary of call direction (select a section of the Pie Chart to filter the view).

Softphone Audio Breakdown (last 28 days) - Summary of different levels call audio levels (select a section of the Pie Chart to filter the view).

No Audio Calls (last 28 days) - Timeline view of calls with no audio, by type.

No Audio Calls [By Duration in Seconds] (last 28 days) - Summary of calls with no audio, by duration.

No Softphone Audio Table [by call length] (last 28 days) - Table view of calls with no or low audio levels.

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