Live Monitoring of Inbound Campaign
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Live Monitoring of Inbound Campaign

Here, Supervisor can monitor the activities in Inbound Campaign.

Monitor Inbound Campaign

Figure: Live Monitoring in Inbound Campaign

Interface Elements

Overall, the interface of Live Monitoring in Inbound Campaign can be divided into the following sections.

Cautionary Extension Selection Message

At the top of the screen, a cautionary message is displaying in the red bar.It arises in the case when the supervisor does not select the extension of his phone. Select the extension to remove this cautionary mark from the screen.

You can also click on this cautionary bar to select the extension.

Data Collection Indications

Figure: Cautionary Mark

Data Collection Indications

On top, a horizontal bar shows the indications of the different data collection intervals for the following data collections.

Data Collection Indications

Figure: Data Collection Indications

  1. Real-Time Data: The statistics which are given in the black font color will update its data in every 10seconds. . Generally, the data shown in this color has a real-time impact on the database like Agent’s activity.

  2. Historical Data: The statistics which are in the Purple font color refreshes after every 5minutes. Generally, the data shown in this color do not impact the database in every instance of the database.

  3. Stats Duration: It shows that the data showing on the monitor screen is of the last 30 minutes.

  4. Stats Reset: It is the indication about the time before which the monitoring data was refreshed.

Total Calls: Campaign Runtime Summary

It shows the runtime summary of Inbound Campaign.

Total Calls

Figure: Campaign Runtime Summary

Additional Information:

Hover the mouse over i icon to view the last calculated time, and last fetched time of "Total Calls".

Info

Figure: Further Information of Total Calls

It contains the following metrics.

  1. Manual Dials

  2. Callbacks Received

  3. Transfers Received

  4. Inbound Received

  5. Connected

  6. Not Connected

  7. Auto-Call On Duration

  8. Total Talk Time

  9. Total Idle Time

Manual Dials

It shows the total number of manual dial and manual preview dial calls in the campaign.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Callbacks Received

It shows the total number of callbacks in the campaign including Queue Callback, Campaign Callback, Self Callback, and Preview Callback.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Transfers Received

It shows the total number of transferred calls received in the campaign.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Inbound Received

It shows the total number of inbound calls received in the campaign.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Connected

It shows the total number of connected calls. It shows the total calls answered by the customers in the Outbound campaign.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Not Connected

It shows the total number of not connected calls.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Auto-Call On Duration %

It is the total percentage of duration of the agents who had their auto-call status as "ON" while being in the ready state in the campaign.

Auto-Call On Duration

Figure: Auto-Call On Duration Percentage

The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Total Talk Time

It is the total time duration of all agents which they consume on the calling.

The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Total Idle Time %

It is the percentage of Total Idle Duration divided by Total Ready Duration. Here, the Total Idle Duration is the difference between Total Ready Time and Total Service Time in a campaign.

Idle Duration

Figure: Idle Duration Percentage

Here, the following is the definition of Total Idle Duration.

Total Idle Time

Figure: Total Idle Duration

Total Ready Time %

It is the total percentage of the duration of the agents who were on ready state while being staffed in the campaign.

Total Ready Time

Figure: Total Ready Time Percentage

Total Agents: User Runtime Summary

It shows the User Runtime Summary of the Inbound Campaign.

Total Calls

Figure: Total Agents: User Runtime Summary

Additional Information:

Hover the mouse over i icon to view the last calculated time, and last fetched time of "Total Agents".

Info

Figure: Further Information of Total Agents

It contains the following metrics.

  1. Break

  2. Ready

  3. Connected

  4. On ACW

  5. Customers on Hold

  6. Auto-Call

  7. Inactive Since

  8. Avg Inactive Duration

  9. Avg Handling Time

  10. Avg Talk Time

  11. Avg ACW Duration

  12. Avg Hold Duration

Break

It is equal to the number of agents on break divided by the number of agents whose status is break in the campaign.

Calculation

Figure: Calculation of Break

It is a click-able entity. Once you click on "Break" wizard, the filter group of the dashboard page activates and the Agent list comes up according to the selected parameters.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Ready

It is the number of unique agents staffed in the campaign, who are on "Available" status. It is a click-able entity. Once you click on "Ready" wizard, the filter group of the dashboard page activates and the Agent list comes up according to the selected parameters.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Connected

It is the number of agents who are connected to calls in the campaign.It is a click-able entity. Once you click on "Connected" wizard, the filter group of the dashboard page activates and the Agent list comes up according to the selected parameters.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

On ACW

It is the number of agents who are on "Wrap Up" of the calls, that is, who are disposing the calls. It is a click-able entity. Once you click on "On ACW" wizard, the filter group of the dashboard page activates and the Agent list comes up according to the selected parameters.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Customers on Hold

It is the number of agents who have put their customers on hold even if they are in conference. In the case of the conference where both agents had put the customer on hold, "on hold" count will include both agents. It is a click-able entity. Once you click on "Customer on Hold" wizard, the filter group of the dashboard page activates and the Agent list comes up according to the selected parameters.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Auto Call

It shows the number of agents who are on Auto-Call On or Off Status.

Inactive Since

"Inactive Since" the number of agents who are inactive. It includes an agent only when its status is set as "Auto-Call On" and "Available".

Example: It includes only the current status for all the calculations, that is, if the user (with "Available" and "Auto-Call On" status) is not getting a call from last 60 seconds, and it switched to break for 5 seconds, then after coming back from break, that agent will be seen inactive in "<20sec" field, the last 60 seconds is lost. The count will decrease when the agent selects any break or sets its Auto-Call status as "OFF." The count will increase when the agent selects available after coming from any break or sets its Auto-Call Status as "ON."

It shows the inactive agents in the following intervals.

Avg Inactive Duration

It is the average of all inactive duration of the agents staffed in the campaign.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Avg Handling Time

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time of Connected Calls divided by the total connected calls. It includes only Customer Interactions, but Dial User (Internal Calls) are not included.

Calculation:

Calculation

Figure: Calculation of Avg Handling Time

AHT does not include the Average Wrap Time of an agent as the Average Wrap Time will also include the wrapping up of not connected calls.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Avg Talk Time

It is equal to the total time (in seconds) spent by the agents while talking to the customers divided by the total number of answered customer calls in this campaign.

Calculation

Figure: Calculation of Avg Talk Time Duration

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Avg ACW Duration

It is the average amount of time spent by all the agents in disposing the calls.It represents the average time taken by the Agents to dispose the calls.

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Avg Hold Duration

It is equal to the total hold time divided by the count of customer calls with holds.

Calculation:

Calculation

Figure: Calculation of Avg Hold Duration

It shows the data of the last 30 minutes. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Total Customers: Customer Runtime Summary

It shows the the Customer Runtime Summary.

Total Customers

Figure: Customer Runtime Summary

Additional Information:

Hover the mouse over i icon to view the last calculated time, and last fetched time of "Total Customers".

Info

Figure: Further Information of Total Customers

It contains the following metrics.

  1. Queued

  2. IVR

  3. Queued at ACD

  4. Connected

  5. Hungup

  6. Others

  7. Abandon Rate at ACD

  8. Call Drop Rate

IVR

It shows the current number of calls waiting on IVR.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Queued at ACD

It shows the current number of calls waiting on ACD in the campaign.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Queued

It shows the current number of customer calls (both Preview and Callback Calls) waiting in the campaign for initialization. In the Inbound Campaign, it is the number of callbacks and manual callbacks.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Hungup

It shows the number of calls disconnected or hung up by the customers in the campaign.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Connected

It is the total number of connected calls in the selected campaign.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Others

It is the total number of customer calls that are in the following state.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Abandon Rate at ACD %

It is the total percent of customer calls in ringing state before they reach back to ACD.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Call Drop Rate %

It is the total percent of customer calls which are dropped before the agent gets to answer to it.

It shows the current data. The Data Refresh Interval on the User Interface is maximum 5 to 10 seconds.

Agent List

Here, the Supervisor can view the live status of Agents who are staffed to this campaign and are attending calls. The Supervisor can monitor the calls on runtime also.

Agent List

Figure: Agent List

It contains the following columns.

  1. Agent Name: It shows the usernames of the agents who have been assigned in the selected campaign.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  2. Agent ID: It shows the IDs of the agents who have been assigned in the selected campaigns.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  3. Extension:It shows the extension selected by an agent or assigned forcefully to an agent.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  4. Auto Call Status: It shows the auto-call status of an agent.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  5. Agent Status: It shows the status of an agent and the duration since when the agent is on this status.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  6. Call Context: It shows the call context assigned to an agent.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  7. Agent Call Status: It shows the call status of an agent. If the agent is on dial user (internal call) or connected on call in other campaign, the columns (call type, customer info, customer status, and queue) will remain blank. There is no feature for the Supervisor to identify such calls.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  8. Call Type: It shows the type of call, which is connected with the agent at present.
    If the agent is on dial user (internal call) or connected on call in other campaign, the columns (call type, customer info, customer status, and queue) will remain blank. There is no feature for the Supervisor to identify such calls.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  9. Phone: It shows the customer information. As of now, the call context is being displayed in case of Outbound calls where the phone number is being displayed in case of manual dial calls.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  10. Customer Call Status: It shows the status of the call of the customer.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

  11. Queue: It shows the name of queue in which the Outbound call has arrived. Even if the agent has been assigned in the multiple queues, still the name of that queue will be displayed in which the agent is connected to the customer.

    It shows the current data. The Data Refresh Interval on the User Interface is maximum 5-10 seconds.

If any agent is on call through Dial User App, then the metrics like Call TYpe, Phone, Customer Call Status, and Queue in Agent List will remain blank. However, the Agent Call Status should remain "Connected".

Agents on Dial User

Figure: Status of Agents who are on call using Dial User App

Operations

Here, the Supervisor can perform the following operations.

Break

A Supervisor can click on this button. Clicking on this button shows the list of Agents who are on the break and the duration of their break status.

Live Monitoring

Figure: Break Operation

Ready

A Supervisor can click on this button. Clicking on this button shows the list of Agents who are Ready to take the calls.

Live Monitoring

Figure: Ready Operation

Connected

A Supervisor can click on this button. Clicking on this button shows the list of Agents who are connected on the phone call with the Customers.

Live Monitoring

Figure: Connected Operation

On ACW

A Supervisor can click on this button. Clicking on this button shows the list of Agents who are ready to disposing of the calls which they just completed.

Live Monitoring

Figure: On ACW Operation

Customers on hold

A Supervisor can click on this button. Clicking on this button shows the list of Agents who put their customers on hold.

Live Monitoring

Figure: Customers on Hold Operation

(Licensable) Configure Call Duration Threshold

Supervisor can configure the threshold value of Call Duration time for the agents assigned in the same campaign.

This feature is licensable, hence contact your administrator for further information on same.

Execute the following query to enable Call Duration Breached Threshold on UI (as it is not enabled by default).

Execute following query to access database.

psql -U postgres <Ameyo_Database_Name>

Execute following query to enable Call Duration Breached Threshold.

INSERT into server_preference_store (context_type,context_id,key,value) VALUES ('campaign','<campaign_id>','activityParameterCallDurationVisible','true');

You have to enter all the campaign id's for all those campaigns in which you want to configure "Call Duration Breached". After this configuration, you can provide the Call duration breached time from UI.

Following are the types of threshold values in inbound campaign.

  1. Hold Time Breached: It is the threshold limit for Customer Hold Time. The hold time for a call should not exceed the provided threshold limit. When the agent breached the time limit then the color of the agent list for that agent shows in search .

    2. If the agent exceeds the hold time limit the color of the agent turns to the hold time breached color, but the moment he resumes the call, the color of the agent again turns to white. In the same way, if the agent put the call on hold multiple times then the agent list call status turns to the respective colors again and again, which signifies that the agent status color depends on the status of his call on runtime. The color of the agent list for call status is runtime.

  2. ACW Time Breached: ACW stands for After Call Work. It is the threshold time within which the call should be disposed of after the disconnection. ACW Time for any call should not exceed the defined threshold limit. When the agent breached the time limit then the color of the agent list for that agent shows in search .

  3. Call Duration Breached: It is the threshold for Call Duration, which is the sum of both Customer Talk Time and Customer Hold Time. The Call Duration for any call should not exceed the threshold limit. When the agent breached the time limit then the color of the agent list for that agent shows in search.

  4. Break Duration Breached: It is the threshold limit for the break duration. The break duration for the agent cannot be greater than the provided time limit by the supervisor. When the agent breached the time limit for break duration, then the color of that agent in the agent list shows with the color which was configured in the color configuration of break durations at process level.

Perform the following steps to configure threshold values for agents.

  1. Click "Configure Threshold" button present in the "Agent List" bar. It shows the following wizard.

    2. threshold

    Figure: Configure Threshold Values

  2. Enter the value of "Hold TIme" and "ACW Time" and "Call Duration Time" which you want to set for the agents.

  3. Enter the time limit for the break duration reasons. You can enter the different threshold value for every break reason.

  4. Select the time method, that is, the values are either in minutes or in seconds from the drop down list.

  5. Click "Apply" button to continue or click "Cancel" button to cancel the changes made.

After configuring the threshold values, the status starts coming in the "Agent List" wizard of window.

threshold

Figure: Threshold value Status

The color of the threshold for the agent who breached the break reason time depends on the color configured at process lever in "Color configuration" tab. Know more...

Freeze or Unfreeze

You can click on the "Freeze" to freeze "Live Monitoring" Tab at any point of time. No update in any graph or report will be reflected. You have to click "Unfreeze" unfreeze "Live Monitoring" Tab and let it receive the latest updates.

Search

The Supervisor can search data for the particular agent or customer by entering the username or customer info in the provided text box and clicking search icon.

Waiting Call

It shows the total number of calls which are waiting to be answered in campaign. Click "Waiting calls" buttons to see the list of all the calls which are waiting in that campaign and queue.

Filter

Figure: Waiting Calls

The opened pop-up contains the following columns.

  1. Customer Id: It shows the id of the registered customer. If the customer is not registered, then it shows "-1" as customer id.

  2. Name: It shows the name of the customer, if registered. If the customer is not registered, then it shows the extension name from which the call is coming.

  3. Phone: It shows the phone number of the customer.

  4. Status: It shows the status of the call in which it is currently present.

  5. Agent: It contains the agent name to whom the call is going to assign. If there is no agent free at the time of call, it shows blank as agent name.

  6. Status Duration: It shows the total time of the call which is spent by the call before assigning it to any of the agent.

  7. Queue: It shows the name of the queue in which the call has been assigned or landed.

Filter

Supervisor can click filter icon to filter the data as per the available filters.

Filter

Figure: Filtration

The supervisor can select single or multiple filters from the following list of available filters.

  1. Customer Status : The supervisor can select the status of the customer either the customer is on the call or on the Hold.

    • On Call : It means that the agent is on the call with the customer.

    • On hold : It means that the agent is either not active on the call or the agent put the customer's call on hold.

  2. Frequently Used : It shows the frequently used filters which are used by the supervisors mostly.

  3. Agent Status : It filter the agents based on the status of their work, that is, whether the agent is ready or is on the break. It contains the following options.

    • Ready: It shows the agents who are ready to attend the calls.

    • Break: It shows the agents who are on break.

      If the agent is automatically set on "Auto Available" just after the logon, then the break count will be increased by 1.

  4. Agent Call Status : The supervisor can filter the status of the agents from the following status.

    • Available to take calls : It means that the agent is free and available to take the next call.

    • Connected : It means that the agent is connected with the campaign and also selected the extension.

    • Connected via current campaign : It filters those agents which are connected with the campaign in which the supervisor is connected at that time.

    • Auto Call Off : It shows that the agent is not on the auto call or the auto call for those agents are off.

    • Wrapping Call : It filters for those agents who are wrapping-up their calls or agents who are disposing off their calls.

    • Wrapping Call via current campaign : It filters for those agents who are wrapping-up their calls with the current campaign with which the supervisor is logged-in at the same time.

  5. Activity Threshold : It allows the supervisor to filter for those call which are in the various threshold range. It contains the following parameters which can be used to filter the list.

    • Within Threshold: It filter the list of those agents which are lying in the threshold limit set by the administrator.

    • Hold Time Breached: It filters the list of those agents who breached the hold time limit set by the administrator.

    • ACW Time Breached: It filters the list of agents who breached the time limit to dispose off the call which is set by the administrator.

    • Call Duration Breached: It filters the list of agents who breached the limit of Call duration which is set by the administrator as well.

  6. Break Threshold Breached :The supervisor can search those users whose status is on break and the break time configured by the supervisor has already been breached. It contains all the break reason which are configured in the system by the administrator.

  7. Queue : The supervisor can filter the agents assigned in selected queue.

Monitoring a Call

The Supervisor can click any on any record on live monitoring screen to access a floating window.

Call Monitoring

Figure: Live Monitoring of a Call

It will show agent name, status (inactive/ connected/ hung up), Customer Details (on clicking on this, CRM gets open in preview mode) along with below mentioned tabs.

Exceptional case:
When an agent performs "Transfer to User" for an inbound call and transfers it to another user, then the Call Type for such a call is not available in Live Monitoring tab. For example, agent 1 has received a call and then transferred it to agent 2. In this case, the customer will be reflecting with the agent 1 rather than the agent 2. The supervisor will see that the customer is connected with agent 1.

Session Details
Call Details
Monitoring Operations

The Supervisor can snoop, whisper, conference, barge, and Hang-up the call using the buttons provided at the bottom of the floating panel. These buttons will only get highlighted in case the agent is on a call except Force Logout (which will be highlighted irrespective whether the agent is on call or not). Supervisor can minimize or maximize the floating window using up and down arrow icons respectively.

Snoop

This feature can be used if supervisor wants to listen to the conversation of agent and customer on the live call. The Supervisor needs to follow below steps to snoop a call.

  1. Select the record of an agent who is on a live call, the floating window will open with the button enabled.

  2. Click on Snoop button to connect in between the call in Snooping mode.

  3. While snooping a call, both agent and caller will remain unaware of the supervisor’s activity.

  4. To end the snoop call, click on the same button again.

Whisper

This feature can be used if supervisor wants to guide agent on call. Supervisor can connect in between the live call and can assist the agent accordingly. Supervisor needs to follow below steps.

  1. Select the record of an agent who is on a live call, the floating window will open with the button enabled.

  2. Click on the Whisper button to connect in between the call in Whisper mode.

  3. Customer will only hear the voice of the agent (not the Supervisor).

  4. The Supervisor can end whisper call by clicking the same button again.

Conference

This feature can be used if supervisor wants to force confer a live call. Supervisor needs to follow the below steps to force confer a call.

  1. Select the record of an agent who is on a live call, the floating window will open with the button enabled.

  2. Click confer button to connect in between the call.

  3. The Supervisor can end the conference call by clicking the same button again.

If "Confer Call" privilege has been masked for a Supervisor, then "Call Conference" for that Supervisor will also be masked in the modal of call monitoring of "Live Monitoring" Tab.
It is a Campaign-level Privilege, which can be configured by Administrator and Supervisor. The change made by a Supervisor for this privilege will override the privilege configured by the Administrator.

Barge

  1. Select the record of an agent who is on a live call, the floating window will open with the button enabled.

  2. Click barge button to connect in between the call.

  3. CRM will be popped up on supervisor workbench automatically.

  4. Now, Supervisor is the owner of the call and can dispose the call by selecting a disposition. Agent can still listen to the conversation of customer and supervisor on mute-mode. Note that agent goes on Mute-mode automatically during barge.

Disconnect

Supervisor can force Disconnect the live call of any agent by clicking on hangup icon. Both customer's and agent's channel will be disconnected.

Force Logout an Agent

The Supervisor can force logout an agent from the system at any moment.

  1. Select the record of the required agent in live monitoring screen, the floating window opens up.

  2. The Supervisor can click logout icon to logout a user forcefully. The following pop-up is displayed on the screen.

    Force Logout

    Figure: Force Logout Reason

  3. Here, Supervisor has to provide the reason for the force logout of agent.

  4. After entering the reason, the supervisor needs to provide confirmation on session termination by clicking on "Save" button.

  5. After supervisor's confirmation, the agent will be logged out from Ameyo forcefully.