Info
This article will deep-dive into the inner workings of the Call Center tab and explain many of the available features to users with Call Center Supervisor and Office Manager permissions.
Home Page
The home page allows navigation to all of the reports, statistics, and settings of the Call Center.
Call Queues Widget
- Queue Stats Filter - Selecting a queue or queues from this column updates the queue statistics on the right to display only those queues' stats.
- Call Queue Name
- Active Calls - Displays a count of how many calls are currently speaking to an agent; clicking provides a pop-up view of each caller's details.
- Calls Waiting - Displays a count of how many calls are waiting in the queue and have not been handled yet; clicking provides a pop-up view of each caller's details.
- Wait - Displays how long the callers have been waiting for an agent to take their call.
- Agents Idle - Displays how many agents are available/idle in the queue; clicking provide's a pop-up view of agent details and allows a manager to add or remove agents to the queue.
- Edit Agents and Edit Queue - Allows managers to edit agents in the queue or to edit the queue itself, e.g. change timers etc.
Q-View
Q-View is a tool that will allow you to make customized boards to display call center statistics. You will have to create a board from scratch and add all the data you'd like to display.
To create a card
- Click on the
button at the top
- Select the Type of card you'd like
- Next Select the Data you want to see. *Note: make sure to utilize the
if you would like to learn about what information is being displayed.
- Lastly, select any style options to name the card or set sizing etc
- Click Done
Repeat this process until all cards are built how you'd like.
Reports
The reports tab is used to drill down into call statistics per queue or per agent.
Queue Stats
By Default the table starts on the Queue Stats tab
Here you can view/change the graph and adjust the Table Settings to view what is important to you. Make sure to utilize the information bubble to understand what the data in the given column means.
You can further dive into the call data by selecting the link to in the column you wish to dive into:
This will give you a whole new view where you can search for calls, view the data, or review the Cradle to Grave for the given call(s).
This table will describe all of the stats available for the Call Queues:
| Stats | Definition |
|---|---|
| Volume (VOL) | Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail. |
| Calls Handled (CH) |
Number of calls answered by agent originating through a Call Queue. The call must also terminate with the agent to be counted as a call handled. CH queue stats may differ from CH agent stats. |
| Calls Offered (CO) | Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls, forwards, and voicemail. |
| Adjusted Calls Offered (ACO) |
Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds. (Calls Offered CO) - (Adjusted Abandoned Calls AAC) |
| Voicemail (VM) | Number of calls handled by the automated voicemail system. |
| Forward (FWD) | Number of calls forwarded to another queue or off-net phone number for handling. |
| Average Talk Time (ATT) | Average number of minutes spent by agent talking per call, on calls originating through a Call Queue. Excludes hold time. |
| Assisted Calls Handled (AST) |
Number of calls answered and then forwarded to another agent. AST queue stats may differ from AST agent stats. |
| Average ACW Time (ACW) |
Average time an agent spends between the end of a call and submitting call disposition. This metric is only applied to agents using Single Call Mode. |
| Callbacks (CB) | Number of calls that requested a callback rather than waiting in the queue. |
| Average Hold Time (AH) | Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue. |
| Service Level (SL) | The ratio of calls meeting the configurable service level agreement. |
| Percent Dial Transfers (DT) | Percentage of calls that landed in the queue and were offered to an agent. |
| Abandoned Calls (AC) | Number of calls that abandoned the queue before being answered by an agent. |
| Adjusted Abandoned Calls (AAC) | Adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds. (Abandoned Calls) - (Number of calls abandoned in less than 10 seconds) |
| Abandon Rate (AR) | Percentage of calls offered that were abandoned before being offered to an agent. (Abandoned Calls AC) / (Calls Offered CO) |
| Adjusted Abandon Rate (AAR) | Percentage of calls offered that were abandoned in under 10 seconds. (Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO) |
| Average Handle Time (AHT) | Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW). |
| Average Wait Time (AWS) | Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, total for all queues will be displayed. |
| SMS Volume (SMS_VOL) | Number of SMS sessions handled through a Call Queue. Available in Portal v40 and higher. |
| SMS Average Handle Time (SMS_AHT) | Average time an agent spent handling an SMS session from the queue, starting from the moment they accept the message until it is terminated. Available in Portal v40 and higher. |
Agent Stats
The Agent Stats tab is nearly identical and functions the same way as the Queue Stats tab:
This table will describe all of the stats available to Agents:
| Stats | Definition |
|---|---|
| Calls Handled (CH) |
The number of calls answered by the agent originating through a Call Queue. CH agent stats may differ from CH queue stats. |
| Talk Time (TT) | The number of minutes spent by an agent on answered calls originating through a Call Queue. |
| Average Talk Time (ATT) | Average number of minutes, per call, spent by the agent talking on calls originating through a Call Queue. Excludes hold time. |
| Assisted Calls Handled (AST) |
Number of calls answered and then forwarded to another agent. AST agent stats may differ from AST queue stats. |
| Average ACW Time (ACW) | Average time an agent spends between the end of a call and submitting call disposition. |
| Average Hold Time (AH) | Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue. |
| Average Handle Time (AHT) | Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW). |
| Missed Calls (MC) | Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls. |
| Outbound Attempts (OATT) | Number of outbound call attempts by an agent. Excludes on-net calls and conference calls. |
| Outbound Answered (OANS) | Number of outbound calls by agent answered by a remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls. |
| Outbound Minutes (OM) | Number of minutes spent by an agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls. |
| Outbound Average (OAvg) | Average length of time spent by an agent on outbound calls. Excludes call center calls, on-net calls, and conference calls. |
| Inbound Attempt (IA) | Number of attempted calls inbound to agent. Includes call center calls. Excludes on-net calls and conference calls. |
| Inbound Answered (IANS) | Number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls and conference calls. |
| Inbound Minutes (IM) | Number of minutes spent by an agent on inbound calls. Includes call center calls. Includes talk and hold time. Excludes on-net calls and conference calls. |
| Inbound Average (IAVG) | Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls. |
Agent Availability
The Agent Availability tab is used to keep a log of when agents are available in the queue and when they've logged out, taken lunch, or for some other reason are unavailable in the queue(s).
Email Reports
You can also configure reports to be generated from these stats and sent to you at an interval of your choosing:
Call Center Settings
The Settings tab will have a slider for the Service Level Agreement (SLA) as well as a way to add Custom Statuses for agent availability.
The Grid Settings will have the thresholds for the visible grid to give a quick glance view of the day's progress. Changing these thresholds will change when the stats turn green/yellow/red.
Agents Widget
The Agents Widget will give the managers and supervisors the ability to quickly manage any user who is an agent in a queue.
- There is a queue stats button
which will show the agent's recent statistics
- There is also a queue management button
which will provide a pop-up view of which queues the agent is a part of, their status in the queue, and any other agent settings.
- The last button is a megaphone
, this icon if configured, allows supervisors to listen in on agent calls, as well as whisper to agents (caller cannot hear), or completely barge into the call to take over.