Real-time

On Real-time you can monitor, in real time, your operation.

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On this page you can see:

 

 

Overall information

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The Overview window displays information regarding a general state of your call center. In here you have real time information about:

  • Campaigns - Displays the amount of active campaigns.
  • Interactions processed - Displays the amount of handled interactions.
  • Active interactions - Displays the amount of interactions being currently executed.
  • Calls waiting - Displays the amount of calls in queue waiting to be delivered to an agent.
  • Agents idle - Displays the amount of idle agents at the current time.
  • Agents not ready - Displays the amount of agents with not ready status at the current time.

 

 

Inbound campaigns information

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The Inbound campaigns window displays information regarding the active Inbound campaigns. In here you have real time information about:

  • Name - Lists the active inbound campaigns.
  • Service level agreement - Displays status of the campaign according to the Service Level Agreement.
  • Oldest - Displays the .
  • AbandInt - Displays the number of abandoned interactions in the context of the campaign. Abandoned interaction are interactions where the customer abandon the call.
  • AvgWait - Displays the average expected time, for an incoming interaction, to be answered by an agent.
  • AvgCallDur - Displays the average expected time, for an interaction, to be handled by an agent.
  • Agents - Displays the agents current status:
    • Realtime_agentstatus_green.png - Ready/idle: Agent is ready to receive an interaction.
    • Realtime_agentstatus_red.png - Busy: Agent is handling an interaction.
    • Realtime_agentstatus_yellow.png - Wrapper: Agent is wrapping up an interaction.
    • Realtime_agentstatus_gray.png - Not ready/idle: Agent is not ready on any service.
 Note: Click on a campaign, from the list, to open the campaign wallboard page.

 

 

Outbound campaigns information

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The Outbound campaigns window displays information regarding the active Outbound campaigns. In here you have real time information about:

  • Name - Lists the active inbound campaigns.
  • RemContacts - Displays the remaining contacts (loaded from the contact list(s)).
  • NuisRatio - Displays the nuisance ratio in the selected contact lists (number of hung up calls as a percentage of the launched calls).
  • SuccRac - Displays the percentage of calls handled.
  • AvgCallDur - Displays the average expected time, for an interaction, to be handled by an agent.
  • Agents - Displays the agents current status:
    • Realtime_agentstatus_green.png - Ready/idle: Agent is ready to receive an interaction.
    • Realtime_agentstatus_blue.png - Preview: Previewing the contact of an outbound call. This is valid for Preview Outbound campaigns.
    • Realtime_agentstatus_red.png - Busy: Agent is handling an interaction.
    • Realtime_agentstatus_yellow.png - Wrapper: Agent is wrapping up an interaction.
    • Realtime_agentstatus_gray.png - Not ready/idle: Agent is not ready on any service.
 Note: Click on a campaign, from the list, to open the campaign wallboard page. 

 

 

View as wallboard

Wallboards display the information maximized, covering all the screen. The information displayed is refreshed automatically.

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 The information displayed is the information concerning Inbound campaigns and Outbound campaigns.

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