HOSTED CALL CENTER ADMINISTRATOR PORTAL MANUAL MONITORING

HOSTED CALL CENTER ADMINISTRATOR PORTAL MANUAL MONITORING

TABLE OF CONTENTS MONITOR ACCESS... 3 Visibility... 3 READING THE MONITOR... 3 Daily Global Statistics panel... 5 Daily IVR Statistics panel... 6 Daily Queue Statistics panel... 7 Current Queues Status panel... 8 Current Agent Status panel... 9 Current Agent Status panel buttons... 10 Log Off... 10 Log Telagent On... 10 Switch to Telagent... 10 Send a Message... 11 Live Monitoring... 11 Other Features... 13 Pause... 13 Options... 13 Filtering... 14 Page 2 of 14

ADMINISTRATOR PORTAL MONITORING This document explains how to use the Monitoring screen within the Administrator Portal. Bold type represents screen names and items within the administrator portal. Document Name: Admin Portal Monitoring Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: October 7, 2014 The Monitoring screen displays caller metrics for the day and identifies what is currently happening with your queues and any representatives signed into the Call Center Agent (CCA) application. A few executive functions can also be carried out from this page such as enabling the stand-alone Telagent feature or initiating live monitoring of a call in progress. MONITOR ACCESS Permission to access the monitor can be granted to a user on the Agents screen (see Agents). Any user can be granted access to the Monitoring screen provided they have access to the admin portal. This can be given without exposing other pages within the admin portal that the user should not have access to. The monitor can also be accessed using devices like smartphones and tablet PCs. Visibility The Role assigned to the user will determine the user s visibility of other users. Users of peer level or above are hidden, for example a user with the Agent role who is given access to the Monitoring screen will only see him- or herself being monitored. Team Leaders will see all Agents within their team but not other Team Leaders or above. Office Managers will see all users within their location except for Call Centre Managers. Call Centre Managers can see everyone in all locations except for other Call Centre Managers. READING THE MONITOR The Monitoring screen is divided into five separate panels: Daily Global Statistics, Daily IVR Statistics, Daily Queue Statistics, Current Queues Status, and Current Agent Status. Daily panels will show cumulative statistics for the day and Current panels will show you a real-time view of what is currently happening. See screenshot on next page. Page 3 of 14

Use the double arrows to the left of each panel name to collapse or expand the panel. Use to collapse the panel and to expand the panel. Page 4 of 14

Daily Global Statistics panel This panel displays the following metrics for all of your IVRs combined: Rd. (Received) total number of dials into your IVR phone number(s). Qd. (Queued) total number of calls queued An. (Answered) total number of calls answered Ab. (Abandoned) total number of calls abandoned (not answered) VM. (Voicemail) total number of calls answered by voicemail An. Rate (Answer Rate) percentage of calls answered Ab. Rate (Abandoned Rate) percentage of calls abandoned (not answered) Service Level percentage of calls answered within the Acceptable Waiting Time (AWT) set no the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula: Wait Time time callers have waited in queue (does not include hold time) Min. minimum wait time Max. maximum wait time Avg. average wait time Talk Time time callers have spent speaking with a representative (including any time put on hold). Min. minimum talk time Max. maximum talk time Avg. average talk time Page 5 of 14

Daily IVR Statistics panel This panel will list all your IVRs and can be sorted by clicking any of the underlined column headings. The following metrics are displayed for each IVR: Qd. (Queued) total number of calls queued An. (Answered) total number of calls answered Ab. (Abandoned) total number of calls abandoned (not answered) VM. (Voicemail) total number of calls answered by voicemail An. Rate (Answer Rate) percentage of calls answered Ab. Rate (Abandoned Rate) percentage of calls abandoned (not answered) Service Level percentage of calls answered within the Acceptable Waiting Time (AWT) set no the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula: Wait Time time callers have waited in queue (does not include hold time) Min. minimum wait time Max. maximum wait time Avg. average wait time Talk Time time callers have spent speaking with a representative (including any time put on hold). Min. minimum talk time Max. maximum talk time Avg. average talk time Page 6 of 14

Daily Queue Statistics panel This panel will list all queues within IVRs and can be sorted by clicking any of the underlined column headings. The following metrics are displayed for each queue: Qd. (Queued) total number of calls queued An. (Answered) total number of calls answered Ab. (Abandoned) total number of calls abandoned (not answered) VM. (Voicemail) total number of calls answered by voicemail An. Rate (Answer Rate) percentage of calls answered Ab. Rate (Abandoned Rate) percentage of calls abandoned (not answered) Service Level percentage of calls answered within the Acceptable Waiting Time (AWT) set no the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula: Wait Time time callers have waited in queue (does not include hold time) Min. minimum wait time Max. maximum wait time Avg. average wait time Talk Time time callers have spent speaking with a representative (including any time put on hold). Min. minimum talk time Max. maximum talk time Avg. average talk time Page 7 of 14

Current Queues Status panel This panel will list your queues and display hat is currently happening with each queue. The list runs across the screen and can be sorted by any of the underlined column headings. When a queue is red in color, a caller in the queue has waited longer than the allotted Maximum Waiting Time set on the Queues screen. The following metrics are displayed for each queue listed: Calls number of calls currently waiting in the queue Agents number of agents currently signed into the queue. Wait waiting time of the caller who has been waiting in the queue the longest. When there are calls waiting click on the number of calls (see screenshot above) to open a screen which provides information about each call waiting in that particular queue (see screenshot below). You will see a list of callers in order of who has been waiting the longest: Name the caller s name, if not available the number will be repeated. Number the caller s number if available. Wait Time the length of time the caller has been waiting in the queue. Queue Name use the dropdown menu to move the caller to another queue. Item Priority use the dropdown to move a caller s position in the queue. Click Update to save any changes. Use the Queue drop down menu above to change views and see calls waiting in other queues or all your queues at once. Click Refresh to update the screen. Page 8 of 14

Current Agent Status panel This panel will list all agents currently signed into the CCA and display a short summary at the bottom of the list. The list can be sorted by any of the underlined column headings. When an agent name is red in color the agent has been in the current status longer than the timeout threshold set for that status on the Agents screen. The following information is displayed for each agent listed: Agent the agent s full name. Team the name of team the agent belongs to. Phone Ext the direct extension the agent used to sign into the CCA. Status the agent s current on-call or activity status. Duration the length of time the agent has been in the current status. Incl. Calls An. total number of incoming calls answered. Inc. Calls Miss. total number of incoming calls missed (not answered). Inc. Calls Trans. total number of incoming calls transferred out to third parties. Out. Calls total number of outgoing calls completed successfully. Log. On total time logged on. Not Set total time spent in the Not Ready agent status. Avail total time spent in the Available agent status. Time Management On Inc. Calls total time spent on incoming calls. Time Management On Out. Calls total time spent on outgoing calls. Wrap-up total time spent in the Busy Wrapping Up agent status. Break total time spent in the Busy On Break agent status. Other Total time spent in any of the Other agent statuses Start Date date and time the agent first logged on for the day or current session. Page 9 of 14

Current Agent Status panel buttons Log Off Allows you to log agents out of the CCA. Place a checkmark to the left of any agents you wish to log out and click Log Off. A confirmation window will open. Log Telagent On The Telagent feature allows a user to receive queued calls without signing into the CCA. To log a user on as a Telagent click Log Telagent On. Use the User Name drop down menu to select the user and enter the number where they can be reached in the Phone Ext field and then click OK. Switch to Telagent This button can be used as a disaster recovery mechanism. If any agents are suddenly experiencing an internet outage, they can quickly be switched to stand-alone Telagents. Place checkmark to the left of any agents you wish to switch and click (Switch to Telagent). This will immediately switch your agents to Telagents; a confirmation window will not open. If you are affected by the same outage and cannot find an internet connection or smartphone, please call your Service Provider or have your agents switched remotely. When your service has been restored your agents can sign into the CCA to resume operations normally. Page 10 of 14

Send a Message To send a one-way message, place a checkmark to the left of any agents you wish to send your message to and click Text Message. A message window will open. Enter your text in the message field and click OK. Live Monitoring To listen to a live call you must place a single checkmark to the left of the agent you wish to listen to and click Live Monitoring. This will only work if the agent is already on a call in progress. A window will open; enter the number of the phone you wish to use to listen in on the call. You will receive a phone call where you will hear the conversation but neither the agent nor the customer will hear you. If coaching is available, enabling the feature will allow you to whisper or speak to your agent privately, unbeknownst to the caller. You can also provide the agent with assistance by speaking directly to the caller while the agent is still on the call; this is referred to as barging in on the call. Once you have barged in on the call the caller will be able to hear you speak. To barge in on a call dial 00#. You can also take control of the call by disconnecting the agent from the call; this is referred to as kicking the agent off the call. To kick the agent off the call dial 01#. Queue Monitoring When an agent is on a call, the agent status will read On Call. Place your mouse over the On Call status to see from which queue the call was answered. Page 11 of 14

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Other Features Pause Click Pause to stop the monitor from refreshing the page. When paused you can click Resume to continue refreshing the page. Options Options allow you to change how often the page is refreshed, when a service level should change color, and which panels or columns are displayed. Enter new values and/or make your selections and click OK. Page 13 of 14

Filtering To apply a filter to the Monitoring screen, click Filtering and a window will open: The filter only applies to Current panels, when enabled the visibility of the Monitoring screen will be limited only to items being filtered. You may filter on the agent s name, team, extension, or status. You may also filter the queues by queue name. Enter a value in any of the fields and click OK. You will know a filter is being applied when the Filtering button is red. Click Filtering once more to remove the applied filters and return the Monitoring screen to original visibility. Page 14 of 14