Call Center Monitoring

Call Center Monitoring

Overview - Call Center Monitoring


The Ally Voice Call Center solution provides the monitoring tools and reporting capabilities needed to manage a typical call center operation.
The Call Center Supervisor Home page displays statistics and reports related to the call queues that a supervisor manages.
When configured, the Stats Grid will display custom statistics for your call center, which are color-coded on a scale of red to green based on lower and upper thresholds of certain call center aspects that you can configure.

Definitions


  1. Call Center Supervisor Scope - An access level of the PBX Portal that is normally assigned to a Call Center Supervisor.
  2. Home Page/Dashboard - The screen displayed when you first log into the PBX Portal with the call center supervisor scope. This is also accessible to users of higher scope than call center supervisors.
  3. Stats Grid - The custom statistics displayed in the top right corner of the Home page that can be configured with a lower and upper threshold.
  4. Lower Threshold - The value set for a call center aspect such that when the lower threshold is reached, the corresponding square in the stats grid will turn yellow. This value should be lower than the Upper Threshold except in the case of the service level agreement threshold. If this is left blank then the color will turn yellow at 70% of the upper threshold.
  5. Upper Threshold - The value set for a call center aspect such that when the upper threshold is reached, the corresponding statistic square will turn red. This value should be higher than the lower threshold except in the case of the service level agreement threshold.
  6. Service Level Agreement - This determines if a call was answered in an acceptable amount of time (in seconds). This is used in calculating the Service Level Percentage statistic.

Rules

  1. Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.
  2. Only once a call queue is set up can agents be added.
  3. Call queues can contain both on-net and off-net agents.
  4. Call queues need to have a numerical “name.”
  5. Only online agents can be part of an active queue.
  6. If an agent's device is not registered, then the agent will be considered to be offline.
  7. Icon colors represent agent status; grey - offline, green - online, red - online but currently taking a call.
  8. Agents that are a part of multiple queues can prioritize one queue over another.
  9. Agents are able to indicate the reasons for their availability/unavailability - Logged In, Lunch, Break, Meeting, Web, and Other

Home Screen

From the Call Center Supervisor screen (pictured below), you can access all the call center features, view the list of Call Queues, an Active Call Graph, a Stats Grid, and a list of all agents in those queues.

Call Queues Table

The Call Queues table in the upper left area displays the following in real-time:
  • Active Calls – The number of calls that are currently being handled by agents.
  • Callers Waiting – The number of calls that are still waiting in the queue to be answered.
  • Wait – The current wait time.
  • Agents Online – The total number of agents that are online whether available or unavailable.
  • Agents Idle – The number of agents that are online but not on a call.

Part of the table shown are buttons on the right of each call queue row that give the supervisor the ability to:

  1. Edit Agents () – Edit, Add, or Remove agents from the selected call queue.
  2. Edit Queue () – Edit the queue type and settings.


Active Calls Graph

The Active Calls Graph is found below the Call Queues table and shows real-time data for call queues that have been selected using the checkboxes in the Call Queue table. The Active Calls Graph shows the data for all call queues if none have been selected. The shown number of active calls relates to the last eight hours of data but if it is empty or spinning, then there are no active calls to graph.


Stats Grid

The Stats Grid summarizes the most important metrics in a simple and concise format by displaying the values with color-coded backgrounds to quickly identify if the stat value limit has been reached or exceeded. 

The Call Center Supervisor can set upper and lower limits for the metrics.

Background Color:

  • Green = the value is below the lower threshold
  • Yellow = the value is at or above the lower threshold and below the upper threshold
  • Red = the value is at or above the upper threshold
  • White = the threshold has not been configured, such as is the default for CA and CV

MetricDefinition

CW (Calls Waiting)

The number of callers waiting in the selected queues or all queues if none are selected.

AWT (Average Wait Time)

The average time spent by callers in the queue before being answered by or sent to an agent.

AHT (Average Handling Time)

The average of the total times in Talk Time, Hold Time, and Disposition Time.

SL (Service Level)

The ratio of calls meeting the service level agreement is configured under the general tab of the stats grid settings.

ABN (Abandon Rate)

The percentage of calls abandoned, over the total calls offered.

CA (Calls Answered)

The number of calls answered by all agents in the call queue.

CV (Call Volume)

The number of calls originating in the call queue, including abandoned calls, answered calls, voicemails, and forwards.


If the Stats Grid thresholds are not configured, then the grid will default to the following behavior:

  1. Lower thresholds are 0 (blank) and will color-code as yellow when they reach 70% of the default upper threshold value. 
  2. The CW (Callers Waiting) upper threshold is 5.
  3. The AWT (Average Wait Time) upper threshold is 60 (seconds).
  4. The AHT (Average Handling Time) upper threshold is 240 (seconds). 
  5. The ABN (Abandon Rate) upper threshold is 15 (percent). 
  6. CA (Calls Answered) and CV (Call Volume) do not have default upper thresholds and will color-code as white, no matter the number of calls answered or the call volume.

To edit the Stats Grid, click on the Settings button located right above the Stats Grid panel. In the settings dialog menu, you can turn on/off viewing of the stat and the upper and lower thresholds. If you are looking to set the Service Level Agreement value, then go to the General tab of Settings menu.


Agents Table

The Agents Table is located in the bottom right area of the Call Center screen and from here, the Call Center Supervisor can view an agent's call stats, assigned queues (including current status), and the option to listen. 

Agents in this table are color-coded as follows: Grey (offline), Green (online and available), and Red (online and unavailable). Only online agents can be a part of a call queue. 

 

Agent Stats

Below is an example of an "agent stats" modal. An agent's calls are graphed here for the past 10 days, and more specifically, the last 24 hours include a breakdown of call types, time talked, etc. 


Assigned Queue(s)

The "assigned queue" modal lists the call queues the agent is in. Status can be changed here (offline or online) if the agent has forgotten to log-off for the day. Their queue priority can also be changed. The lowest number equals the highest priority (i.e. 1 is the highest priority and calls in that queue will be routed to the agent first). 


Listen

Listening to calls is an available feature for on-net and off-net calls when the status of a call is "talking." However, the scope of the user listening in must be higher than the scope of the agent in the call. For instance, a Call Center Supervisor will not have the option to listen in to a call where the agent is another Call Center Supervisor, but they can listen in to the calls of Call Center Agents. 

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