Overview

A summary view to highlight the technology and network supporting the service and to signpost anomalies where further investigation is needed.

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

What the fields show....

  • # Calls (28-days) - Number of calls connected to agents, inbound and outbound, with trend vs the last period.

  • # Calls [By Min. Network Quality] (last 28 days) - Timeline view of calls highlighting the minimum network quality (MOS of <3 for one second)

  • Good Network Calls (last 28 days) - The percentage of calls where the minimum network quality was Good (MOS >4)

  • Average Network Calls (last 28 days) - The percentage of calls where the minimum network quality was Average (MOS >3 and <4)

  • Poor Network Calls (last 28 days) - The percentage of calls where the minimum network quality was Poor (MOS <3)

  • # Softphone Error States (last 28 days) - Summary of Softphone Error states (select a section of the Pie Chart to filter the view).

  • # Softphone Error States (last 28 days) - Timeline view of Softphone Error states.

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

  • # Critical CPU 90%+ (last 28 days) - Number of calls on a CPU running at 90% or more peak CPU utilisation, with trend vs the last period.

  • # Unsupported Browser (last 28 days) - The number of calls on browsers more than t versions behind current, with trend vs the last period.

  • # Agent Reported Issues (last 28 days) - The number of issues reported in the period, with trend vs the last period.

  • # Agent Reported Issues [By Category] (last 28 days) - Timeline view of agent reported issues, by category.

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

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

Network

Three tabs showing the trend of calls by network quality with the detail on three contributing network measures, Latency (RTT), Packet Loss and Jitter.

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

Network Quality

What the fields show....

  • # Calls [By Avg. Network Quality] (last 7 days) - Timeline view of calls and average network quality over the period.

  • # Calls [By Min. Network Quality] (last 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] (last 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] (last 7 days) - Timeline view of the maximum Round Trip Time.

  • Packet Loss (last 7 days) - Timeline view of inbound and outbound packet loss over the period.

  • Packet Loss (last 7 days) - Timeline view of inbound and outbound packet loss over the period.

  • Avg. Jitter (last 7 days) - Timeline view of the average Jitter measured over the period

  • Max. Jitter (last 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] (last 28 days) - The number of calls, by agent and worst case network call quality.

  • Agents Network Quality Breakdown (> # 10 Calls) - Table of agents network performance, where they have more than 10 calls in the period.

Contribution tab

  • # Calls [By Agent, By Min. Network Quality] (last 28 days) - The percentage of agents calls, by worst case network call quality.

Connectivity

What the fields show....

  • Network Type (last 56 days) - Timeline view of calls by network type.

  • Network Type (last 56 days) - Timeline view of the percentage of calls by network type.

  • LAN Calls (last 28 days) - The percentage of LAN calls, in the period, with trend vs the last period.

  • LAN Network Quality (last 28 days) - The Percentage of LAN calls with worst case Poor or Average MOS.

  • WLAN Calls (last 28 days) - The percentage of WLAN calls, in the period, with trend vs the last period.

  • WLAN Network Quality (last 28 days) - The Percentage of WLAN calls with worst case Poor or Average MOS.

  • VPN Calls (last 28 days) - The percentage of VPN calls, in the period, with trend vs the last period.

  • VPN Network Quality (last 28 days) - The Percentage of VPN calls with worst case Poor or Average MOS.

  • Wildcard Calls (last 28 days) - The percentage of Wildcard network (Network interface does not present the network type) calls, in the period, with trend vs the last period.

  • Wildcard Network Quality (last 28 days) - The Percentage of Wildcard network (Network interface does not present the network type) calls with worst case Poor or Average MOS.

ISP

What the fields show....

  • # Calls [By Avg. Network Quality] (last 7 days) - Number of calls by average network quality (select a section of the Pie Chart to filter the view).

  • # Calls [By ISP] (last 7 days) - Number of calls by ISP (select a section of the Pie Chart to filter the view).

  • Minimum Network Performance [By ISP] (last 7 days) - Table view of network performance by ISP.

  • Minimum Network Performance [By ISP] (last 7 days) - Timeline view of worst case network performance by ISP.

  • # Calls [By ISP] (last 7 days) - Timeline view of calls by ISP.

  • Minimum Network Performance [By ISP] (last 28 days) - Timeline view of worst case network performance by ISP.

Location

City, Region, Country

What the fields show....

Three tabs, filtering the same data by City, Region or Country.

  • # Calls [By Avg. Network Quality] (last 7 days) - Number of calls by average network quality (select a section of the Pie Chart to filter the view).

  • # Calls [By City/Region/Country] (last 7 days) - Number of calls by City/Region/Country (select a section of the Pie Chart to filter the view).

  • Minimum Network Performance [By City/Region/Country] (last 7 days) - Table of calls and worst case network performance by City/Region/Country.

  • Minimum Network Performance [By City/Region/Country] (last 7 days) - Timeline view of worst case network performance by City/Region/Country.

  • # Calls [By City/Region/Country] (last 7 days) - Timeline view on the number of calls by City/Region/Country.

  • Minimum Network Performance [By City/Region/Country] (last 28 days) - Timeline view of worst case network performance by City/Region/Country.

Equipment

Three tabs detailing the PC, Browsers and Headsets used by Agents and their performance.

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

PC Performance

What the fields show...

  • Agent PC Performance Breakdown (last 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.

  • CPU Performance Breakdown - Number of calls where the CPU exceeded 90% utilisation.

  • Calls at Max (>95%) CPU (last 28 days) - Number of calls where the CPU reached 100% utilisation.

  • Calls at >90% CPU (last 28 days) - Table of agents where their calls reached 100% CPU utilisation.

  • Agents CPU Performance (last 28 days) - Table of calls vs agents. [selecting the <> arrows sorts each column]

Browser

What the fields show...

  • # Agents [By Browser Type/Version] (last 28 days) - Timeline view on the number of agents by Browser type and version.

  • Agent Browser Versions (last 28 days) - Table view of browser Type/Version by agents and calls.

  • Agent Browser Versions (last 7 days) - Table view of agents and the browsers they have used over the period.

Headset - Inventory

What the fields show...

  • Input Type (last 28 days) - Summary view of Internal (PC) and Headset microphone use, (select a section of the Pie Chart to filter the view).

  • Devices (last 28 days) - Table view of the Microphones used, by number of agents and calls.

  • Headsets (last 28 days) - Summary view of the microphone used, (select a section of the Pie Chart to filter the view).

  • Device Inventory [By Agent] (last 28 days) - Table view of the Headsets used by agents and calls.

Headset - Change

What the fields show...

  • Change in Microphone (last 28 days) - The number of headset changes, during calls, by agent.

  • Change in Headset [By Input/Output] (last 28 days) - Timeline view on the number of Headset changes (Input/Output)

  • Change in Microphone (last 28 days) - Agent view of the Microphone changes by agent.

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

  • # Missed Calls [by Agent] (last 28 days) - Number of missed calls by agent.

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

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 (last 28 days) - Number of failed connected calls, with trend vs the last period.

  • # Failed Call Connections (last 28 days) - Summary of the type of failed connections (select a section of the Pie Chart to filter the view).

  • # Failed Call Connections (last 28 days) - Failed calls by agents.

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

Call Disconnections

Detail on the direction and termination for calls.

What the fields show...

  • Call Direction (last 28 days) - Summary of the inbound and outbound contact volumes (select a section of the Pie Chart to filter the view).

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

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

  • Call Length Filter - Filter to select one or more call lengths.

  • Agent Disconnects (last 28 days) - The percentage of agent disconnects, with trend vs the last period.

  • Agent Disconnects (last 7 days) - The percentage of agent disconnects, with trend vs the last period.

  • Agent Disconnects (last 7 days) - Timeline view of agent disconnects.

  • Customer Disconnects (last 28 days) - The percentage of customer disconnects, with trend vs the last period.

  • Customer Disconnects (last 7 days) - The percentage of customer disconnects, with trend vs the last period.

  • Customer Disconnects (last 7 days) - Timeline view of customer disconnects.

  • Third Party Disconnects (last 28 days) - The percentage of third party disconnects, with trend vs the last period.

  • Third Party Disconnects (last 7 days) - The percentage of third party disconnects, with trend vs the last period.

  • Third Party Disconnects (last 7 days) - Timeline view of third party disconnects.

  • Other Disconnects (last 28 days) - The percentage of other disconnects, with trend vs the last period.

  • Other Disconnects (last 7 days) - The percentage of other disconnects, with trend vs the last period.

  • Other Disconnects (last 7 days) - Timeline view of other disconnects.

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