Call Center€¦ · • Key data on incoming call center performance in real time • Is the call...

Call CenterReal-time Monitoring and reports

HelloWelcome to the Real Time Interface!

Monitoring your contact center performance is now simple and accurate than ever.

Fully customizable, our real-time interface allows you to supervise & manage activity according to an up-to-date visual monitor - anytime - anywhere in the world.

In this guide you’ll find simple, yet detailed descriptions and illustrations that will help you get a better understanding of this interface’s capabilities, and should

guide you around the monitoring tools and reports that can be generated through the system.

Reports shown here were developed after thorough research and are ready-to-use, suits varied types of call-centers, with everything you need.

We are constantly adding and expanding the data, graphs and reports.

If you need a report other than those listed in this guide, we will be happy to help in defining characteristics or even develop it for you. Please

contact us at: [email protected]

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Here are the real time dashboards, And reports described in this document:

Page Type Chart name Description Log In/Out required Outgoing/ Incoming Time1 Table Extension table Real time table of users X Both Real time2 Cubes Extension Cubes Enlarged Users view X Both Real time3 Dashboard Dashboard Incoming RealTime display of incoming calls

statisticsX Incoming Real time

4 Dashboard Dashboard Queue Queue speed-o-meter display X Incoming Real time5 Dashboard Dashboard All Real time shift statistics with outgoing

callsX Both Real time

6 Bars Calls / Minutes by extension Bars comparing extension's minutes and calls

X Both Daily/ Weekly/ Monthly/Other

7 Bars Calls / Minutes by users Bars comparing user's minutes and calls

V Both Daily/ Weekly/ Monthly/Other

8 Timeline Daily calls Daily timeline of extension's calls X Both Today/ Yesterday/ Other9 Timeline Daily activity By Agent Daily timeline of user's calls and

breaksV Both Today/ Yesterday/ Other

10 Lines Minutes comparison Line graph comparing minutes per day X Both Weekly11 Lines Calls comparison Line graph comparing calls per day X Both Weekly12-13 Table Users shift performance User's shift statistics V Both14-15 Table Periodic shift preformance Shift performance statistics V Both Daily/ Weekly/ Monthly/Other16 Table Daily agents performance Agents daily statistics V Both Daily17 Table Periodic agents performance Agents statistics on a selected

timeframeV Both Daily/Weekly/ Monthly/Other

18 Table Agent performance (HE) Agents statistics V Both Daily/Weekly/ Monthly/Other19 Table Time reporting sheet Log-in/out report of users V Both Daily/Weekly/ Monthly/Other20 Timeline Incoming calls DID's daily activity X Incoming Daily21-22 Table Intra-day statistics Queues hourly reports X Incoming Hourly/other23 Table Abandoned calls Abounded calls list X Incoming Daily24 Table Queue calls Queue list of calls X Incoming25-26 Table Queue statistics Queue statistics X Incoming27 Table Canceled Calls Canceled outgoing calls by user X Outgoing Daily/Weekly/ Monthly/Other28 Table Outgoing calls By extensions X Outgoing Daily29 Table Outgoing calls by country Calls per destination X Outgoing Daily/Weekly/ Monthly/Other

© All Right Reserved1

Extensions TableDashboard

General descriptionTable showing the agents real-time performance from the

beginning of the shift including breaks, call statistics and more.

DescriptionTitle

Agent's nameAgent

Total Incoming calls answered by the agent from the beginning of the shiftIncoming

Total Outgoing calls Performed by the agent from the beginning of the shiftOutgoing

Specific status of the agent. Types of possible modes in which the agent is

1. Ready

2. Logged Out

3. Break : Lunch, Administrative, private, Other

4. Talking

Status

Duration clock that shows the amount of time the agent is in the current statusCurrent status

Incoming / Outgoing callCall Type

Total incoming and outgoing calls that the agent Performed from the beginning of the shiftTotal Calls*

Average duration of agents calls during shift, both incoming and outgoingAverage Calls*

Cumulative duration of all agent's calls per shiftCumulative Call

Cumulative duration of all agent's administrative breaks per shiftCumulative administration

Cumulative duration of breaks that aren’t administrative per shiftCumulative breaks

Cumulative duration of incoming calls' per shift per agentDuration incoming

Average call duration per agent from the beginning of the shiftAverage incoming*

Cumulative duration of outgoing calls per agent from the beginning of the shiftDuration out

Average duration of outgoing calls per agent from the beginning of the shiftAverage Outgoing*

Agents performance in real time

What can we learn?• Full & accurate real-time display of agent’s activity, togather with

shift statistics.

• Various irregularities of agents per shift, Such as: exceeding break

durations, exceeding calls duration and exceeding hold times and

idle times.

• What does each agent currently does

Editing the GraphBy pressing the "Edit" button you can select:

1. Extensions you want to display

*Extensions without any data won't be shown

2. Shift start\end time settings

3. Sort the table by any column.

4. Selecting columns to display. * Data include calls with duration 0


Extension CubesDashboardAgents performance in real time

- Ready

- Logged Off

- Lunch Break

- Administrative Break

- Other Break

- Private Break

- Hold

- Ringing

Call Duration

Callers name / destination Callers number / destination

AgentName

BreakDuration

Agent Status

Call Status

Outgoing call IndicatorIncoming call Indicator

General descriptionTable showing the agents real-time performance

from the beginning of the shift including breaks, call

statistics and more.

What can we learn?• Full & accurate snapshot in real-time of agent’s activity

from the beginning of the shift.

• Various irregularities of agents per shift, Such as:

exceeding break durations, exceeding call durations

and exceeding hold times and idle times.

• What is each agent currently doing

Editing the GraphBy pressing the "Edit" button you can select:


*Extensions without any data won't be shown

2. Shift start\end time settings


Incoming CallsDashboardActivity View and call statistics for Incoming calls, shows the highlights and the main data the current shift

Number of waiting calls for this moment In the queue you choose to display

Number of agents in the queue ready to accept calls

Number of agents currently talking

Number of agentsOn break in the queue

Standby average time for callers, from the beginning of the shift

Percentage of all incoming calls answered Percentage of successful

answered calls in the service level you set

Percentage of abandoned calls to the queues since the beginning of the shift

Total Calls received to queue since the beginning of the shift

Percentage of callers to the queue from the beginning of the shift, how many chose to press 1 for leaving a message, rather than continue waiting or maximum waiting time.

Percentage of answered calls not in the service level you set

Percentage ofUnanswered calls

Maximum callers waiting time to the selected queue from the beginning of the shift

Maximum waiting time since the beginning of the shift

General descriptionYou can see the data of the various selected queues.

You can view single or unified and comprehensive

view for number of queues.

What can we learn?• Key data on incoming call center

performance in real time

• Is the call center achieving its goals

• Is the call center missing calls

• Do callers waiting to answer

excessive time

Editing the GraphBy pressing the "Edit" button you

can select:

1. Queues you want to display

2. Select beginning hour


Queue SpeedometerDashboard

The dashboard displays waiting callers in the

queue in real time

Real-time queue status, callers and statistics

• The amount of callers waiting and their phone numbers

• Queue statistics for the current shift

By pressing the "Edit" button you can select:

1. Select queue to present

2. Select beginning of the shift hour

General description

What can we learn?

Editing the Graph

Waiting timeMaximum waiting time for the most waiting call

How long is the last caller waiting

Callers phone numbers

Queue name

Amount of callers waiting The number of calls waiting to be answered

Total calls left the queue for leaving a message

Total Calls received to queue from the beginning of the shift

Abounded Calls received from the beginning of the shift

The Longest Waiting call since the beginning of the shift

Average departure time from the beginning of the shift

Average waiting time from the beginning of the shift


Dashboard AllDashboard

כמות הנציגים הפנויים במעגל ההמתנה שנבחרו לתצוגה

כמות הממתינים נכון לעכשיו

כמות השיחות שנענו בטווח רמת השירות שהוגדרה

כמות הנציגים הנמצאים בהפסקהכמות הנציגים הנמצאים בשיחה

סה"כ שיחות נכנסות סה"כ שיחות יוצאות סה"כ שיחות שננטשו


Calls/ Minutes by Extension

This chart that shows the amount of minutes and calls made from

each extension in the selected dates.

Graph built from the axis X that marks the number of minutes on

the left side, and the number of calls from the right side.

Axis - Y marks the names of the extensions.

To display the extension name, together with his total minutes, you

can roll over on the blue column.

To view the name of the extension, and it's total number of calls,

you can roll over on the Green Line.

• The chart compares the extensions, so you can see which

extensions are the most actives and which extensions are not.

• You can examine the agent average length calls, according to the

distance between the top of the blue column to the Green Line .As

the line is higher than the column - the average length of calls is

smaller. As the green line is lower than the column, the average

call duration is greater.


1. Extensions you want to display on the chart

* Extensions with no data won't be shown.

2. Setting the time you would like to include on the chart

Chart that compares the extensions by the amount of minutes and the number of calls. Designed to compare performance between the agents in the call center during a specified period

• Blue Bar column marks the number of minutes made• The green line marks the number of calls made

• The chart contains data for internal calls between extensions• The chart does not contains calls of 0 seconds. • The chart shows data by extension. If different agents will work on the same

extension without using his user code, all data will be summarized under that extension

General description

What can we learn?

Editing the Graph

The graph can be Exported to an image


Calls/ Minutes by Agent


1. Agents you want to display

*agents with no data won't be shown.

2. Setting the time you would like to include

on the chart

Chart comparing extensions by the amount of minutes and number of calls. Designed to compare performance between agents during a specified period

• Blue Bar column marks the number of minutes made

• The green line marks the number of calls made

• The chart contains no data for internal calls between

extensions organization

• The chart contains calls of 0 seconds

• The chart shows data on users. If calls were made without

login - the calls will be assigned to the extension.

Editing the Graph

The graph can be exported to an image

This chart that shows the amount of minutes and calls made from

each extension in the selected dates.

Graph built from the axis X that marks the number of minutes on

the left side, and the number of calls from the right side.

Axis - Y marks the names of the extensions.

To display the extension name, together with his total minutes, you

can roll over on the blue column.

To view the name of the extension, and it's total number of calls,

you can roll over on the Green Line.

• The chart compares the extensions, so you can see which

extensions are the most actives and which extensions are not.

• You can examine the agent average length calls, according to the

distance between the top of the blue column to the Green Line. As

the line is higher than the column - the average length of calls is

smaller. As the green line is lower than the column, the average

call duration is greater.

General description

What can we learn?


Daily CallsTimeline | by Extension

Graph presenting the use of extensions and activities throughout

the day, allowing control over the layout of the daily activities of

agents and in-depth study of it's telephony performance.

Roll over each section of the call to see who called, when and

where and the duration of the call.

• Visual view that emphasizes the density and duration of calls

each agent makes.

• Who makes outgoing calls, who makes incoming calls, and when.

• Easy detection of abnormal behavior such as long breaks without

calls of agents during the day, too many unsuccessful calls

throughout the day, and so on...

• What hours of the day are "dead", without incoming or outgoing

calls.

• The beginning and ending times of the agents in the shift.


1. Extensions you want to display a graph

*extensions with no data won't be shown

2. Setting the day you would like to view

3. Setting Working hours you would like to examine

Graph that compares the activity of incoming and outgoing calls during the day

• Graph presented also internal calls - between extensions within

the organization.

• Graph built from the axis X that marks the time, axis Y where

the names extensions that have received incoming calls and

made outgoing calls that day.

General description

What can we learn?

Editing the Graph



The graph presents the call-center agents daily activity, including

incoming and outgoing calls, breaks, login and logout.

Graph built from axis X that marks the time, and axis Y that marks

the agent names.

Rolling over each section shows the name of the agent, whether the

call is incoming\outgoing time of day, and duration.

The graph allows to "zoom in" into a period of time and certain

users to provide specific view. You can also click the “Reset Zoom” to

return the initial display.

• This graph optimally shows the daily call center activities, and

allows comparing between agents visually.

• View of call center activities for call-center without fixed stations

per agents.

• Easy distinction of agents breaks during the day, in response to

calls, initiated conversations, "dead" times and so on.




3. Setting Working hours you would like to present

Daily spread of call-center activities

Daily ActivityTimeline | by Agents

General description

What can we learn?

Editing the Graph



Minutes ComparisonLines | by Agent

Graph comparing the activity of extensions by measuring the

amount of minutes used during the period selected.

You can click the names of the agents to hide / show their line.

Graph built from axis X that marks the time, and axis Y that marks

the minutes.

If no calls were made by the agent for a particular date - there will

be no dot on the line for that date.

• Compare the agents performance over a given time in terms of

the amount of minutes committed at the time.

• You can see the busiest days of the week and plan staffing

accordingly.




A comparison between agents byamount of calls (Incoming & Outgoing)

General description

What can we learn?

Editing the Graph


-31/1/2014


Graph comparing the activity of extensions by measuring the

amount of calls used during the time period.

You can click the names of the agents to hide / show their line.

The graph built from axis X that marks the time, and axis Y that

marks the calls.

• Compare the agents performance over a given time by calculating

the sum of calls done.

• You can see the busiest days of the week and plan staffing

accordingly.




A comparison between the agents bythe amount of minutes

Calls ComparisonLines | by Agent

General description

What can we learn?

Editing the Graph


-31/1/2014


Users performance summeryDashboard

DescriptionTitleName of the agentAgent name

Total calls from all types and durationsTotal Calls

comulative duration of incoming and outgoing callsCumulative All Calls

Average duration of both incoming and outgoing calls (no 0 duration calls)

Avg. all calls Duration

Number of calls with duration higher then 0 secondsAnswered all calls

Number of calls with duration 0No-Answer all calls

total ammount of outgoing callsOutgoing Calls

Comulative duration of outgoing callsCumulative outgoing

Average duration of an outgoing call (no 0 duration calls)Avg. outgoing calls

Number of answered outgoing callsAnswered outgoing calls

Number of unanswered outgoing callsNo-Answer outgoing Calls

Number of incoming callsIncoming Calls

Comulative duration of incoming callsCumulative Incoming

Average duration of incoming call (no 0 duration calls)Avg Incoming calls

Number of answered incoming callsAnswered Incoming calls

Total unanswered incoming callsNo-Answer Incoming Calls

Comulative duration of incoming callsCumulative Shift time

Total comulative calls duration divided by total login time% of Employment

Average time between callsAvg Time between call

Number of LUNCH breaksLunch breaks

Comulative duration of LUNCH breaks Lunch Time

Number of ADMINISTRATIVE breaksAdministrative breaks

Comulative duration of ADMINISTRATIVE breaksAdministrative Time

Number of PRIVATE breaksPrivate breaks

Comulative duration of PRIVATE breaksPrivate Time

Number of OTHER breaksOther breaks

Comulative duration of OTHER breaksOther Time

Agents performance sum

table displayed in the next page

General description


Users performance summery

Table details displayed in the previous page

DashboardAgents performance sum


Daily Agents Activity

This report allows daily view of extensions, with all outgoing and

incoming calls - without internal calls.

Full performance view of the extensions, including a comparison

between the call durations averages, incoming or outgoing calls.

DescriptionTitle

Extension NameExtension Name

Day for which data areDate

Calls over 0 secondsAnswered Calls

Total minutes of incoming & outgoing callsTotal Minutes

Total incoming & outgoing callsTotal Calls

Unique destinations contactedDestinations

Outgoing callsOutgoing Calls

Total minutes for outgoing callsOutgoing Minutes

Incoming Calls (including direct calls)Incoming Calls

Total minutes for incoming calls (including direct calls)

Incoming Minutes

Average call durationAvg. Call Duration

No answered callsNo Answered Calls



2. Setting the dates you would like to view

3. Show only calls with duration larger than

Agents daily activity Including incoming and outgoing calls

• Compare the agents performance today.

• You can compare the performance on certain days, or

different periods.

General description

What can we learn? Editing the Graph

The graph can be exported to Excel document


Periodic Agents Activity

Periodic View of agents outgoing and incoming calls - without

internal calls.

Full view of the performance of extensions, including a

comparison between the averages and total of minutes or

between incoming or outgoing calls.

DescriptionTitle

Name of the agent who Performed the callsExtension Name

Total incoming & outgoing calls that answered including internal calls.Outgoing calls that were not answered by the customer are not counted in this column - this figure is shown separately.

Answered Calls

Total minutes of incoming & outgoing callsTotal Minutes

Total calls: answered outgoing, non-answered outgoing and incoming

Total Calls

Total unique destinations that the agent called to. For example, if an agent called 5 times to the same customer, Outgoing Calls column will show 5, And column Destination will show 1.Outgoing calls that were not answered by the destination are not counted in this column.

Destinations

Total outgoing calls, that answered by the client Outgoing Calls

Total outgoing minutes that answered by the agent Outgoing Minutes

Total incoming calls the agent answeredIncoming Calls

Total incoming minutes to the extensionIncoming Minutes

Average call duration. Includes incoming and outgoing calls.Calculation does not include calls that do not have an answer - so that their duration is 0. The format is mm:ss- minutes. ss - second

Avg. Call Duration

No answer outgoing callsNo-Answer Calls


1. Extension you want to display a graph

2. Setting the dates you would like to view

3. Show only calls with duration

• Compare the agents performance During a given period.

Agents activity over a period of time, including incoming and outgoing calls

General description

What can we learn?

Editing the Graph



Agents PerformanceTable | by Agents

This report presents all data analysis output of agents, including

outgoing calls, incoming calls, average handling time, breaks, the

percentage of actual employment and more.

Data does not include intra-organizational calls.

DescriptionTitle

The agent's nameAgent name

Total incoming calls answered by an agent - from any source except organizational calls

Incoming calls

Average duration of incoming calls. Not including the internal calls

Average incoming calls

Time between calls including outgoing calls, not including internal calls.

Average time between calls

Cumulative incoming call minutesCumulative incoming minutes

Agent shift time - from entry to exit Including breaks time.

Shift time

Length of administrative breaksAdministrative breaks

Cumulative time of all calls \ spare time shift

Percentage of Employment

Agent total breaks time - Not including the administrative breaks

Cumulative calls

Total outgoing calls. Without internal calls

Outgoing calls

Total outgoing time calls. Without internal calls

Cumulative outgoing

Average of outgoing calls. Not including the internal calls.

Average outgoing calls



2. The dates you would like to view


• The report examines the effectiveness of each agent according to

a period of time

• You can learn the work ethics of agents in different time periods

• You can review the amount of breaks

• You can examine the net amount of time agents were productive.

• The data is calculated according to the list of agents selected,

even if his incoming calls are not part of a queue.

Examines the performance of the agents at the call center, including breaks and shift times

General description



Time Reporting SheetTable | by Agent

Business hours of call center agents

DescriptionTitleAgent nameNameThe agent’s extensionExtension NameShift start timeStart TimeShift end timeEnd Time

Total Shift time – from the beginning until the end of the shift

Shift Time

Number of lunch breaks for that dayLunchCumulative time of lunch breaksLunch TimeAmount of administrative breaksAdministrativeCumulative time of administrative breaksAdministrative TimeNumber of private breaksPrivateCumulative time of private breaksPrivate TimeNumber of other breaksOtherCumulative time of other breaksOther Time

Clock includes agents entry and exit times

• Agents entry time, to make sure they aren't late.

• Agents breaks Quantity.

• Different breaks statistics for every agent.



2. Setting the dates you would like to view You.

3. Break segment and cumulative break time for each agent.

General description

What can we learn?

Editing the Graph



Incoming CallsDaily Timeline | by Number

The graph shows the phone numbers activity by presenting incoming

calls throughout the day.

Roll over each section of the call, to see who called and who

answered, and the duration of the call.

Graph built from the axis of the X that marks the hours of the day

and the axis of the Y where phone numbers that received incoming

calls on the same day.

Incoming calls are presented by the duration of the call.

In case the call is not answered, it would say: No Answer.

In the case of multiple concurrent, the graph calls will only show

one call.

• Check the beginning and end times of incoming calls per number.

• What hours during the day are "dead" without incoming calls.

• Compare between different phone numbers / used in multiple ads

with different phone numbers - and would like to see the source of

the call and density throughout the day.

• What calls, from which numbers, did not answer calls.


1. Select day you want to present

2. Select working hours you want to present

Chart that compares the activity of incoming calls by phone numbers, on a daily view according to the daily hours and deployment

General description

What can we learn?

Editing the Graph



Intra-day Statistics

Analysis of incoming calls statistics for each hour of the day. This

table helps deciding how many agents the call center needs in

order to achieve his required SLA, in different hours of the day.

DescriptionTitle

Queue nameQueue Name

The range of hours statistics are related toHours

Total incoming & outgoing callsTotal Calls

Answered callsAnswered

Abandoned callsAbandoned

Leaving calls from the queue to leave a messageIVR Exit

Average abandoned timeAvg. Abandonment Time

The amount of minutes \ amount active extensionsAvg. Minutes per Extension

Average waiting time for answered callsAvg. Answered Calls

Maximum waiting timeMax Waiting Time

Percentage of answered callsAnswered %

Level of service - Percentage of calls answered from 0 - seconds to SLA ALOS A %

Level of service - Percentage of calls answered between SLA A to SLA BLOS B %

Level of service within hours - Percentage of calls answered between SLA B to SLA CLOS C %

Percentage of calls answered after more than SLA CLOS other %

Avg. Call durationAvg. Call Time

The sum of CallSum Calls Time

Total extensions participated in calls within this hoursExt Count

Calls waited longer than the max time set in the queueTimeoutLevel of service - Amount of calls answered from 0 - seconds to SLA ALOS ALevel of service - Percentage of calls answered between SLA A to SLA BLOS BLevel of service within hours - Amount of calls answered between SLA B to SLA CLOS CAmount of calls answered after more than SLA CLOS Others


1. Waiting time- Filter results calls abandoned after less than -X seconds

2. Waiting time- Filter results calls abandoned after more than -X seconds

3. Select intervals of 15/30/60 minutes spread.

4. Select the service levels in seconds

5. Select range of dates to present

6. Select queue to present

Presents the statistics of queue by the hour of the day allowing you to examine needed rush hour and decide on amount of agents at any time

• Table presents hourly interval to test

manpower call center by day.

• What hours of the day are rush hours and

callers are waiting too long or abandoning.

General description

What can we learn?

Editing the Graph




Specified list of all incoming calls that abandoned the

queues selected.

DescriptionTitle

Name of queue from which the call was abandonedQueue

Date and time when the call was abandonedDate and Time

Phone number of the caller who abandoned the queueCaller No

Waiting time before abandonment. The format is mm:ss

Waiting Time

Mark the abandoned call as “contacted” if already entered / left a call from this number from call center or after abandonment

Returned to

Abandoned


1. Select queue you want to see

2. Select data for certain hours a day

3. Select hours to present

4. Waiting time - Filter results calls abandoned after less

than - X seconds

5. Waiting time - Filter results calls abandoned after more

than - X seconds

List of abandoned calls, from selected queues

• Details of the calls that were abandoned. In order to reach them

again and avoid losing leads or strengthen customer relationships.

General description

What can we learn?

Editing the Graph


Abandoned CallsReport


A handy view of callers phone numbers, who entered the call center

in order to find their phone number in case a call was cut off, or

other details about the call.

This report is a tool designed to focus the call center’s manager

criticize incoming calls, and allows him to view all incoming various

circles waiting for the call center, specifying the waiting time and

call duration.

DescriptionTitleName of the queue the call enteredQueue NameDate and time when call came into the queueDate and TimePhone number of the caller (Caller ID)NumberThe waiting time of the call in the queue before answered

Waiting Time

Name of the extension which answered the callExtension NameCall Duration (hh:mm:ss)Call Duration


1. Select queue you want to see


Report that presents a detailed list of incoming calls answered by agents from the queue

General description

Editing the Graph


Queue CallsTable | by Queue


This table shows data for selected queue calls display, including:

Outgoing calls, internal calls and incoming calls. Calls not through

queue are not calculated or presented.

DescriptionTitle

Queue nameQueue Name

Date when the calls were madeDate

Total incoming calls to the queue on the same dayCalls Offered

Total incoming calls that answered by agents on the same dayCalls Answered

Total number of calls that were abandoned from the queue. Abandoned calls are calls in which the caller waited on the queue, hung up for any reason before receiving an answer by agent

Calls Abandoned

Total number of calls where the customer chose not to wait and leave a message. This is the client that while waiting decided to leave a message.* This function is optional, and there is not necessarily any queue.

IVR Exit

Percent of the calls were abandoned all incoming calls to queueAbandoned %

Calls Handled / Calls OfferedAnswered %

The average waiting time to disconnect the call, beyond leaving a message or response by an agentAvg. Waiting Time

The longest waiting time to disconnect, beyond leaving a message or answering by a representative. This is call in which a particular client waited more than all other the calls to the same period of time measured.

Max. Waiting Time

Average Abandoned timeAvg. Abandoned time

The longest waiting time until the call was abandoned.Max. Abandoned Time

Average length of the calls - including incoming calls to the queueAvg. Talk Time

Calls waited longer than the max time set in the queueTimeoutLevel of service - Percentage of calls answered from 0 - seconds to SLA A% LOS ALevel of service - Amount of calls answered from 0 - seconds to SLA ALOS ALevel of service - Percentage of calls answered between SLA A to SLA B% LOS BLevel of service - Amount of calls answered between SLA A to SLA BLOS BLevel of service within hours - Percentage of calls answered between SLA B to SLA C% LOS CLevel of service within hours - Amount of calls answered between SLA B to SLA CLOS CPercentage of calls answered after more than SLA C% LOS OthersAmount of calls answered after more than SLA CLOS Others

Incoming call data records for selected queue

General description

Queue StatisticsTable




1. Select the queue you want to see


3. Waiting time - Filter results calls abandoned after less

than - X seconds

4. Waiting time - Filter results calls abandoned after more

than - X seconds

5. Present data for only certain hours.

• The table contains all the required data to evaluate the

customer service and call center waiting times.

• You can see the phone numbers and exact waiting time

of customers who abandoned the queue, at table called

Abandoned Calls.

• By default the data arranged by date in descending order.





Table is designed primarily for outgoing calls call center.

The table contains the list of outgoing calls, canceled by the agent

after less than - X seconds of dialing the destination.

Aims to introduce and highlight agents which did not wait enough

time for an answer before they decided to give up and hang up.

DescriptionTitleName of extension that canceled the callExtension NameDate and time when the call was dialedDate and TimeDestination number to which the call was canceled

Target No

Duration time in seconds of dialing the destination before hangup

Dial Time


1. Select extension you want to see

2. Select data for certain hours of the day

3. The amount of seconds you want to see until the agent decided

to give up

4. Show only calls with dialing duration above X seconds

Outgoing calls canceled by the agent after a specified dialing time

• Who of the agents used to give up and disconnect the outgoing

calls quickly.

• When agents usually "give up" and cancel their call too fast.

General description

What can we learn?

Editing the Graph


Canceled CallsTable | by Call


Full view of the amount of extensions committed outgoing calls

on specified.

DescriptionTitle

Day in which the data is presentedDate

Total outgoing calls per dayCalls

Total outgoing minutes per dayMinutes

Total outgoing minutes per dayAvg. Calls Duration

Number of distinct destinationTargets

Quantity extensions made calls that dayExtensions

Average calls made per extensionAvg. Calls per Extension

Average minutes made per extensionAvg. Minutes per Extension


1. Select extensions you want to display

2. Select hours of the day to display

3. Show only calls with duration - Present calls made with

More than - X seconds.

Calculates total outgoing calls extension

• Macro view for management, about the call center outgoing calls.

• Study the call center’s performance, in specific dates. Comparing

between weeks / month etc.

General description

What can we learn?

Editing the Graph


Outgoing CallsTable | by Extension


DescriptionTitleAgent nameUser nameDateCountrySum of all outgoing callsTotal outgoing callsTotal answered outgoing callsAnswered callsTotal unanswered outgoing callsUnanswered callsTotal duration of outgoing callsUnique destinations

Destination CountryUnique answered callsUnique destinations answered devided by total unique destinations

Unique answer rate

Total duration of calls to the destinationTotal minutes

General description

Outgoing calls by countryTable | Calls per destination

Call Center€¦ · • Key data on incoming call center performance in real time • Is the call...

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Transcript of Call Center€¦ · • Key data on incoming call center performance in real time • Is the call...