Overview
A summary view to highlight the technology and network supporting the service and to 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....
# Agent Reported Issues (28 days) - The number of agent reported issues, with trend vs the prior period.
# Agent Reported Issues [By Category] (7 days) - Timeline view of agent reported issues.
# Calls (28-days) - Number of calls connected to agents, inbound and outbound, with trend vs the prior period.
# Calls [By Min. Network Quality] (7 days) - Timeline view of calls highlighting the minimum network quality (MOS of <3 for one second)
CCP Logs [By Log Type] (7 days) - Number and percentage of CCP errors.
CCP Logs [By Log Type] (7 days) - Timeline view of CCP logs by type
# Missed Calls (28 days) - Number of missed calls in the period, with trend vs the last period (note: This is different than failed connect agent or failed connect customer events)
# Call at 90%+ CPU (28 days) - Number of calls on a CPU running at 90% or more peak CPU utilization, with trend vs. the last period
# Internal Microphone (28 days) - Number of calls using the internal microphone over the period, with trend vs. the last period.
Good Network Calls (28 days) - The percentage of calls where the minimum network quality was Good (MOS >4)
Average Network Calls (28 days) - The percentage of calls where the minimum network quality was Average (MOS >3 and <4)
Poor Network Calls (28 days) - The percentage of calls where the minimum network quality was Poor (MOS <3)
# Softphone Error States (last 28 days) - Number and percentage of Softphone Error states.
# Softphone Error States (last 28 days) - Timeline view of Softphone Error states.
Network
Three tabs shows the trend of calls by network quality with the details on three measures that contribute to the network quality MOS score; Latency (RTT), Packet Loss, and Jitter.
Network Quality
What the fields show....
# Calls [By Avg. Network Quality] (7 days) - Timeline view of calls and average network quality over the period.
# Calls [By Min. Network Quality] (7 days) - Timeline view of calls and minimum network quality (a MOS of <3 for any second of the call) over the period.
Avg. Round Trip Time [RTT] (7 days) - Timeline view of the average Round Trip Time (the time taken for data to get from the agent to the CCaaS provider and back)
Max. Round Trip Time [RTT] (7 days) - Timeline view of the maximum Round Trip Time.
Avg. Packet Loss (7 days) - Timeline view of inbound and outbound packet loss over the period.
Max. Packet Loss ( 7 days) - Timeline view of inbound and outbound packet loss over the period.
Avg. Jitter (7 days) - Timeline view of the average Jitter measured over the period
Max. Jitter (7 days) - Timeline view of the maximum Jitter measured over the period.
Agent Network
What the fields show....
# Calls [By Agent, By Min. Network Quality] (28 days) - The number of calls, by agent and worst case network call quality. The bar height indicates the number of calls each agent has made in the period. The agents with the greatest number of average and poor calls appear on the left-hand side of the chart.
Agents Network Quality Breakdown (28 days) - Table of agents network performance.
Contribution tab
% Calls [By Agent, By Min. Network Quality] (28 days) - The percentage of agents calls, by worst case network call quality.
Connectivity
What the fields show....
# Calls [By Network Type] (28 days) - Timeline view of calls by network type.
% Calls [By Network Type] (28 days) - Timeline view of the percentage of calls by network type.
LAN Calls (28 days) - The percentage of LAN calls, in the period, with trend vs. the last period.
% Poor / Average LAN calls (28 days) - The Percentage of LAN calls with worst case Poor or Average MOS.
% WIFI calls (28 days) - The percentage of WLAN calls, in the period, with trend vs. the last period.
% Poor / Average WIFI calls (28 days) - The Percentage of WLAN calls with worst case Poor or Average MOS.
% VPM calls (28 days) - The percentage of VPN calls, in the period, with trend vs. the last period.
% Poor / Average VPN calls (28 days) - The Percentage of VPN calls with worst case Poor or Average MOS.
% UNKNOWN or BLANK calls (28 days) - The percentage of unknown network calls, in the period, with trend vs. the last period.
% Poor / Avg UNKNOWN or BLANK calls (28 days) - The Percentage of unknown network calls with worst case Poor or Average MOS.
% WILDCARD Calls (28 days) - The percentage of WILDCARD (Network interface does not present the network type) calls, in the period, with trend vs. the last period.
% Poor / Avg. WILDCARD calls (28 days) - The Percentage of WILDCARD (Network interface does not present the network type) calls with worst case Poor or Average MOS.
ISP / Location
What the fields show....
# Calls [By ISP] (7 days) - Number and percentage of calls by ISP
Calls [By Region] (28 days) - Number and percentage of calls by Region and Country (ISP lookup)
# Average & Poor Calls [By ISP, Region] (28 days) - Timeline view of average and poor network performance by ISP.
Network Performance [By ISP] (28 days) - Table view of calls and network performance by ISP.
Equipment
Tabs detailing the performance of the technology connecting agents to customers.
PC Performance
What the fields show...
CPU Performance (28 days) - Number and percentage of calls by peak CPU level.
CPU Performance (28 days) - Table, by machine type showing the CPU type, enabled agents, calls and Average Min, Average Avg. and Average Max CPU used for calls.
# Call at 95%+ CPU (28 days) - Number of calls where the peak CPU exceeded 95% utilization.
% Calls at 95%+ CPU (28 days) - Percentage of calls where the peak CPU exceeded 95% utilization.
Calls at >80% CPU (last 28 days) - Number of calls where the peak CPU exceeded 80% utilization.
% Calls at 80%+ CPU (28 days) - Percentage of calls where the peak CPU exceeded 80% utilization.
Agents CPU Performance (last 28 days) - Table of calls vs agents. [selecting the <> arrows sorts each column]
Browser
What the fields show...
Browser Use [# Unique Agents] (28 days) - Timeline view on the number of agents by Browser type and version.
Agent Browser Versions (28 days) - Table view of browser Type/Version by agents and calls.
Agent Browser Versions (28 days) - Table view of agents and the browsers they have used over the period.
Softphone
Details on the Softphones used by the agents.
What the fields show...
Softphone Used (28 days) - Number and percentages of softphones used.
By Softphone - Number of agents and call, by softphone.
By Agent - Number of agents and calls, by agent.
Softphones Used (28 days) - Table view of softphones used by agents.
Headset - Inventory
The focus here is with the Microphone used by the agent, but capturing where different devices are used for the Microphone and Headset is important.
What the fields show...
Microphone Type (28 days) - Number and percentage split between Internal (PC) and Headset microphone.
Devices (28 days) - Table view of the Microphones used by the number of agents and calls.
Audio Device (28 days) - Number and percentage of microphone devices used.
Devices (28 days)
Devices Used - Table view of the Headsets used by agents and calls.
# Devices / # Profiles - Table view of agents and their devices and device profiles.
Headset - Change
What the fields show...
# Change in Device [by Agent] (28 days) - The number of Microphone and Speaker changes, during calls by agents
# Change in Device [by Input/Output] (28 days) - Timeline view on the number of Headset changes (Input/Output)
# Change in Device [by Call] (28 days) - Agent view of the Microphone changes by agent and call ID.
Missed / Failed Calls
Missed Calls
Detail on the number of inbound calls presented to the agent, that were not, or could not be, answered.
What the fields show...
# Missed Calls w/Log Files (28 days) - The number of missed calls with associated error log with trend vs the last period.
# Missed Calls (28 days) - Number of missed calls with trend vs the last period.
# Missed Calls [by Agent] ( 28 days) - Number of missed calls by agent.
# Missed Call [by cause] (28 days) - Timeline view of missed calls, both with and without an associated error log.
Missed Call Error Log Entries (28 days) - Details of the associated error logs.
Failed Connections
FailedConnectAgent and FailedConnectCustomer states are not always an indication of technical issues, but are useful measures.
FailedConnectAgent - where the Agent end fails to connect.
Here are some examples.
Agent makes an outbound call, the Customer does not answer, and the Agent ends the call.
A Customer makes an inbound call, which rings an Agent, and the Agent rejects the call.
FailedConnectCustomer - where the Customer end fails to connect.
Here are some examples.
Agent makes an outbound call and the Customer rejects the call.
Agent makes an outbound call to an incorrect or faulty number, so the Customer end drops the call.
A Customer makes an inbound call, which rings an Agent, and the Customer hangs up before being answered.
What the fields show...
# Failed Call Connections [by Type] (28 days) - Number and percentage of failed calls by type.
# Failed Connections w/Log Files (28 days) - The number of failed call connections with an associated log, with trend vs last period.
# Failed Connections (28 days) - The number of failed call connections with trend vs last period.
# Failed Connections[by cause] (28 days) - Timeline view of failed connected calls by cause.
Failed Connections Error Log Entries (28 days) - Table view of the type of failed connections and instances.
# Failed Connections [by Agent] (28 days) - Table view of failed connected calls by agent.
Call Disconnections
Detail on the direction and termination of calls.
What the fields show...
Call Direction (28 days) - Number and percentages of calls by direction
Note: Values in capital letters are from cloud-collected data, which overwrites gent collected data to avoid double counting.
Disconnect Reason (28 days) - Number and percentage of disconnection reasons.
Ended By (28 days) - Number and percentage of disconnecting party.
Call Length Filter - Number and percentage of call length by band.
# Agent Disconnected (28 days) - The number of agent disconnected calls, with trend to prior period.
% Agent Disconnected (28 days) - The percentage of agent disconnected calls, with trend to prior period.
AGENT DISCONNECTS (28 days) - Timeline view of agent disconnected calls.
# Customer Disconnected (28 days) - The number of customer disconnected calls, with trend to prior period.
% Customer Disconnected (28 days) - The percentage of customer disconnected calls, with trend to prior period.
CUSTOMER DISCONNECTS (28 days) - Timeline view of customer disconnected calls.
# Null Disconnected (28 days) - The number of null (unknown) disconnected calls, with trend to prior period.
% Null Disconnected (28 days) - The percentage of null (unknown) disconnected calls, with trend to prior period.
NULL DISCONNECTS (28 days) - Timeline view of null (unknown) disconnected calls.
# Third Party Disconnected (28 days) - The number of third party disconnected calls, with trend to prior period.
% Third Party Disconnected (28 days) - The percentage of third party disconnected calls, with trend to prior period.
THIRD PARTY DISCONNECTS (28 days) - Timeline view of third party disconnected calls.
# Other Disconnected (28 days) - The number of other disconnected calls, with trend to prior period.
% Other Disconnected (28 days) - The percentage of other disconnected calls, with trend to prior period.
OTHER DISCONNECTS (28 days) - Timeline view of other disconnected calls.