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.

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.

  • # Active Agents - Count of unique active agents.

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

  • # Calls at 90%+ CPU - Number of calls where the CPU exceeded 90%.

  • # Microphone Change - Number of calls where there was a microphone change during the call.

  • # Calls Old Browser - Number of the calls using an unsupported Browser (current version - 2).

  • Agent Locations - A map of the world view, hover over highlighted Countries to see the number of calls.

  • # Agent Reported Issues (By Category) - Timeline view of Agent Reported Issues by Category.

  • Category Breakdown - The volume of Agent Reported Issues by type. [selecting a segment, filters for all views]

  • % Good Network - Percentage of calls where the minimum network quality was good (MOS score was >4.

  • % Average Network - Percentage of calls where the minimum network quality was average (MOS score was >3 and <4)

  • % Poor Network - Percentage of calls where the minimum network quality was poor (MOS score was <3.

  • # Calls (By Min. Agent Network) - Timeline showing the number of calls, by minimum network quality over the last 7 days.

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

  • # Softphone Error (By Type) - Timeline of the number of softphone errors, by type over the last 7 days.

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 on possible technical causes.

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

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

What the fields show....

  • # Reported Issues (By Category) - Timeline view by Category.

  • 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 - The total number reported.

  • Category Breakdown - The volume by type. [selecting a segment, filters for all views]

  • Agent Breakdown - The volume of Agent Reported Issues by agent. [selecting a segment, filters for all views]

Agent Network Performance

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.

By default shows data over the past 7 day period.

What the fields show....

Agent Network Performance - Worst Case tab

Detail on the worst network performance for any second of a call

  • # Calls (By Min. Agent Network) - Timeline showing the number of calls, by minimum network quality.

  • # Calls (With Average/Poor Min Network Quality) - Timeline showing the number of calls, with a Poor or Average, minimum network quality.

  • Highest Latency - Round Trip Time [RTT] - Timeline view showing the highest latency within each call.

  • Average % Packet Loss - Timeline view showing the average packet loss within each call.

  • Maximum Jitter - Timeline view showing the maximum jitter within each call.

Agent Network Performance - Call Averages tab

The average network quality for each call.

  • # Calls (By Avg. Agent Network) - Timeline showing the number of calls, by average network quality.

  • # Calls (By Average/Poor Avg. Network Quality) - Timeline showing the number of calls, with a Poor or Average, average network quality.

  • Average Latency - Round Trip Time [RTT] - Timeline view showing the average for each call.

  • Average % Packet Loss - Timeline view showing the average packet loss within each call.

  • Average Jitter - Timeline view showing the average jitter for each call.

Agent Network Performance - Connectivity tab

Network Quality by Network type.

  • # LAN Calls (By Min. Network Quality) - Timeline showing the number of calls, by minimum network quality. using a wired network.

  • # WLAN Calls (By Min. Network Quality) - Timeline showing the number of calls, by minimum network quality, using a wireless network.

  • # LAN Calls - Number of calls connected to agents, inbound and outbound, using a wired network

  • Good % LAN Calls - Percentage of calls, with a good, minimum network quality, using a wired network

  • Avg. % LAN Calls - Percentage of calls, with an average, minimum network quality, using a wired network

  • Poor % LAN Calls - Percentage of calls, with a poor, minimum network quality, using a wired network.

  • # WLAN Calls - Number of calls connected to agents, inbound and outbound, using a wireless network.

  • Good % WLAN Calls - Percentage of calls, with a good, minimum network quality, using a wireless network.

  • Avg. % WLAN Calls - Percentage of calls, with an average, minimum network quality, using a wireless network.

  • Poor % WLAN Calls - Percentage of calls, with a poor, minimum network quality, using a wireless network.

Agent Network Location/ISP

Two tabs to Identify network quality by location or ISP to identify trends and focus efforts.

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

By default shows data over the past 7 day period.

What the fields show....

Location tab

Call volumes and network quality by location.

  • Calls by Location - Percentage of calls by location. [selecting a segment, filters for all views]

  • Average calls by location - Percentage of calls with an average minimum network quality. [selecting a segment, filters for all views]

  • Poor calls by location - Percentage of calls with a poor minimum network quality. [selecting a segment, filters for all views]

  • # Calls (By Location) - Number of calls by location.

  • # Calls (By Min Network Quality, By Location) - Timeline of calls with a poor minimum network quality, by location.

  • # Calls (Poor Min. Network Quality, By Location) - Table of calls and their minimum network quality, by location.

ISP tab

Call volumes and network quality by ISP

  • Calls by ISP - Percentage of calls by ISP. [selecting a segment, filters for all views]

  • Average calls by ISP - Percentage of calls with an average minimum network quality. [selecting a segment, filters for all views]

  • Poor calls by ISP - Percentage of calls with a poor minimum network quality. [selecting a segment, filters for all views]

  • # Calls (ISP) - Number of calls by ISP.

  • # Calls (By Min Network Quality, By ISP) - Timeline of calls with a poor minimum network quality, by ISP.

  • # Calls (Poor Min. Network Quality, By ISP) - Table of calls and their minimum network quality, by ISP. [selecting the <> arrows sorts each column]

Agent Network

Quickly understand the agents that have the worst performing data networks and the volume of calls impacted.

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

By default shows data over the past 7 day period.

What the fields show....

  • # Calls (By Agent, By Min. Network Quality) - Stacked bar chart showing the number of calls by agent and their minimum network quality.

  • Agents Network Quality Breakdown - Table view showing the Agent, ISP and Network type, with the worst case and average network performance. [selecting the <> arrows sorts each column]

Equipment

Three tabs detailing the equipment and browsers used by Agents.

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

By default shows data over the past 7 day period.

What the fields show....

Equipment - PC Performance tab

Detail on the PC types and the CPU used to service calls

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

By default shows data over the past 7 day period.

What the fields show...

  • Agent PC Performance Breakdown - Table, by machine type showing the Average Min, Average Avg. and Average Max CPU used for calls.

  • # Calls at >90% CPU - Number of calls where the CPU exceeded 90% utilisation.

  • # Calls at 100% CPU - Number of calls where the CPU reached 100% utilisation.

  • Agents at 100% MAX CPU - Table of agents where their calls reached 100% CPU utilisation.

  • Agent Call Count - Table of calls vs agents. [selecting the <> arrows sorts each column]

Equipment - Browser

The versions and types of Browsers used by agents to service callers.

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

By default shows data over the past 7 day period.

What the fields show...

  • # Agents (By Browser Version) - Timeline view showing the Browser version by agent [selecting items from the graph legend, removes them]

  • Agent Browser Versions - Table showing the Browser type and version by agents and calls. [selecting the <> arrows sorts each column]

  • Latest Browser Used - Table showing the last Browser used by each agent. [selecting the <> arrows sorts each column]

Equipment - Headset

Changes to Headsets during calls, can cause issues with call quality.

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

By default shows data over the past 7 day period.

What the fields show...

  • # Headset change during Calls (By Agent) - Timeline view of headset changes during a call, by agent.

  • Agent Change in headset - Table view of headset changes during a call, by agent and whether a change was made to the Input device (speaker) or Output device (microphone). [selecting the <> arrows sorts each column]

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

  • Call Change in headset - Table view by CallID where the headset changes during a call and by which agent. [selecting the <> arrows sorts each column]

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.

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]

No Softphone Audio

Detail on the 'Audio' sent (TX) and received (RX) by the agents softphone.

  • Audio levels are the amount of speech sent and received by the agent, from the range 0 (no audio path) to 32,767.

  • Audio levels of less than 1,500 are such low levels of audio that the customer/agent would be unable to hear, at a high level we tag these calls as No Audio.

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....

  • # Calls with No Audio (By Type) Vs # Calls - Timeline view of calls with No Audio from the customer, agent or both.

  • # Calls with No Audio (By Duration in Seconds) - Timeline of calls with No Audio by direction and call length.

  • # Calls with No Audio (By Agent) - Timeline of calls with No Audio by Agent.

  • No Softphone Audio Table - Table with details on calls with levels of audio. [selecting the <> arrows sorts each column]

  • No Softphone Audio - Percentage of calls with no Agent, Customer or both-way audio. [selecting a segment, filters for all views]

  • No Audio - Direction - Percentage of calls with no audio, by call direction. [selecting a segment, filters for all views]

  • Agent Softphone Audio Level - The percentage of audio levels at a more granular level, sent by the agent softphone to help understand the cause:

    • No Agent Audio Level (0) = no audio

    • No Agent Audio Level (1) = no audio

    • No Agent Audio (15) = no audio

    • Minimal Agent Audio (150) = side tone and low levels of background noise.

    • Low Agent Audio (1500) = such low levels of audio that the customer would be unable to hear.

  • Customer Softphone Audio Level - The percentage of audio levels at a more granular level, received by the agent softphone to help understand the cause:

    • No Customer Audio Level (0) = no audio

    • No Customer Audio Level (1) = no audio

    • No Customer Audio (15) = no audio

    • Minimal Customer Audio (150) = side tone and low levels of background noise.

    • Low Customer Audio (1500) = such low levels of audio that the agent would be unable to hear.

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