CALL CENTER OVERVIEW - SUPERVISORS AND OFFICE MANAGERS

OFFICE MANAGERS 

Your tab view will be different than the images below. 

The Call Center section is designed to give you fast access to the most important and frequently viewed information. There are five components of the Call Center section:

  1. Call Queues
  2. Active Call Graph
  3. Reports/ Settings
  4. Stats Grid
  5. Agents


CALL QUEUES 

The call queue section displays any queues associated with your call center. For each queue, the number of active calls, caller waiting times, and the number of idle agents display here. From here, you can edit agents in each queue as well as the queue itself using the agent icon and edit icon buttons located on the right side.

Each queue has a checkbox before the queue name that allows you to select which queues you want to include in the Active Calls Graph and Stats GridIf none of the queues are selected, information from all the queues is included.        

Statistics available in this view:

Active Calls - Number of callers talking to an agent.

Callers Waiting - Number of callers in a queue waiting for an available agent.

Wait - Average wait time in the queue before being dispatched to an agent. This field re-calculates the average each time a call gets answered, or an additional caller enters the queue. If the queue becomes empty, this field resets.

Agents Idle - Number of agents who are logged in, but are not currently on a call.



ACTIVE CALL GRAPH 

The Active Call Graph illustrates the volume of active calls at any point over the last 8 hours. By default, it includes all the queues. If you want the graph to include specific queues, you can select one or more in the above section by clicking the checkbox beside the queue name. 



REPORTS/SETTINGS

Reports and Settings are located on the right side of the page, above the Stats Grid.   

REPORTS  

You can access all of the available reports by clicking the Reports button above the Live Stats grid. Within the reports window, you have the ability to configure graphs based on your needs. You can control the time, date, and report type using the calendar or the drop-down menus.

There are 5 types of stats and graphs you can choose from: 

  1. Queue Stats
  2. Agent Stats
  3. Agent Available
  4. Dialed Number Stats
  5. Abandoned
NOTE: To access the different stat options, you must change the Stats report type and click the gear icon on the right side.

Queue Stats and Dialed Number Stats

The default stats included are:

  • Name
  • Domain
  • Call Volume                                
  • Calls Handled
  • Average Talk Time (min)
  • Average Hold Time (min)
  • Abandoned Calls
  • Service Level (%)

But you can choose to display any of the following: 

Agent Stats 

The default stats included are: 

  • Call Volume 
  • Average Talk Time (min) 

But you can choose to display any of the following: 

 Agent Availability Stats

The default stats included are: 

  • Extension 
  • Department 
  • Logged in (LI) 
  • Available (AM) 
  • Lunch (L)
  • Break (B) 
  • Meeting (M) 

But you can choose to display any of the following: 

NOTES:  
  • For Agent Stats, Dialed Number Stats and Abandoned Stats, the information in the table is compiled for all the queues in the account. If you want to focus the number on one specific queue, you can select which one from the drop-down as shown below.
  • You can download or print any reports using the download and print icon buttons on the top right side.


SETTINGS 

Within the settings window, you can access two tabs, the Stats Grid tab, and the General tab.

The General Tab

This access point allows you to adjust your Service Level Agreement (SLA). Your SLA determines if a call is answered in an acceptable amount of time, which is measured in seconds. The default SLA is 60 seconds.

The Stats Grid Tab 

This access tab allows you to choose which statistics will appear in your Stats Grid. If you choose to have a statistic displayed, you can enter the lower and upper thresholds to enable color warnings with green, yellow, and red. 

Green - The displayed statistic is less than the lower threshold. 

Yellow - The displayed statistic is greater than the lower threshold but less than the upper threshold.

Red - The displayed statistic is greater than the upper threshold. 

NOTE: If you choose not to enter a lower threshold, the warning color will turn yellow when 70% of the upper threshold is reached.

The statistic options you can preview in the Stats Grid are:

  • Callers waiting (CW) - the number of callers that are currently in the queue.

  • Average wait time (AWT) - the average duration a caller is waiting in the queue before it is answered or abandoned.

  • Average handle time  (AHT) - the average time it takes agents to complete a call.

  • Service level (SL) - the percentage of calls meeting the configurable service level agreement.

  • Abandon rate (ABN) - the percentage of calls that went unanswered.

  • Calls answered (CA) - total calls answered.

  • Call volume (CV) - total calls that were dispatched to the queue.

  • Abandoned calls - total number of calls that went unanswered.



STATS GRID

The Stats Grid is located directly under the reports and settings buttons. If you want to filter stats based on specific queues, you can click the checkbox next to the queue name under the Call Queues section, as explained above in this article. If no queues are checked, the statistics show will be for all the call queues. 



AGENTS

The Agents section quickly shows which users are or aren't available in queues, if they are available (green), on a call (red) or not logged in (grey). 

When hovering over an agent 2 buttons are available:

  • Stats 
  • Queues

STATS 

Individual agent statistics display in the same format as the "My Statistics" section of the Call Center tab while in "My Account" view. This section displays data in three graphs: My Calls Per Day (for the last 10 days), My Calls Per Hour (for the last 24 hours), and Call by Organization Source (for the last 24 hours).

QUEUES 

The queues section lists all the queues assigned to an agent. The information listed included the queue number, the description or name of the queue, the current status of the agent for a queue, their wrap up time, and the priority of the queue to the agent.  

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