Live Monitoring of Inbound Campaign

live monitoring inbound campaign interface this dashboard allows supervisors to track inbound campaign activity the interface is organized into specific sections for alerts, data timelines, and summary metrics 1\ cautionary extension selection alert a red cautionary bar may appear at the top of the screen upon login trigger this indicates that the supervisor has not yet selected a phone extension action click directly on the red bar or the extension dropdown to select your active extension once selected, the warning disappears 2\ data collection indicators the dashboard uses specific font colors and labels to indicate how frequently the displayed data is updated 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 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 stats duration it shows that the data showing on the monitor screen is of the last 30 minutes stats reset it is the indication about the time before which the monitoring data was refreshed 3 campaign & agent runtime summaries the live monitoring dashboard provides detailed runtime summaries for both overall campaign performance (" total calls ") and agent status (" total agents ") 1\ campaign runtime summary (total calls) the total calls section provides a snapshot of the specific inbound campaign's performance for the current runtime session viewing data timestamps (additional information) hover your mouse over the information icon (usually represented by an i or similar symbol) next to the section header this displays last calculated time when the metrics were last computed by the system last fetched time when the data was last retrieved for display available metrics the dashboard tracks the following metrics note these statistics refresh every 5 to 10 seconds on the user interface call volume counters manual dials total manual and manual preview calls it shows the data of the last 30 minutes callbacks received aggregated count of queue, campaign, self, and preview callbacks it shows the data of the last 30 minutes transfers received total calls transferred into the campaign it shows the data of the last 30 minutes inbound received total incoming calls received it shows the data of the last 30 minutes it shows the data of the last 30 minutes connected / not connected count of calls answered by customers vs those that failed to connect it shows the data of the last 30 minutes time & efficiency metrics total talk time cumulative time all agents have spent on calls auto call on duration % percentage of time agents had "auto call" enabled while in the ready state total ready time % percentage of time agents were in the ready state while staffed in the campaign idle time calculation the total idle time % is calculated using the following logic 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 total idle duration = (total ready time) (total service time) 2 user runtime summary (total agents) this section provides a real time snapshot of the current agent workforce viewing data timestamps similar to the campaign summary, hover over the information icon to view the last calculated and last fetched timestamps for agent data available metrics this section categorizes agents by their current state and performance averages note these statistics represent current data and refresh every 5 to 10 seconds agent states break it is equal to the number of agents on break divided by the number of agents whose status is break in the campaign certain metrics in this view are interactive example clicking on the break wizard/metric will automatically activate the dashboard filter group the agent list below will update to show only the agents currently matching that parameter (e g , only agents on break) 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 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 on acw agents in after call work auto call on / off "auto call on and not on call" are the number of agents whose auto call status is on but they are not on any call 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 <20 sec it is the total number of agents who are on "auto call on" status and waiting for the calls for less than 20 seconds it shows the current data the data refresh interval on the user interface is maximum 5 to 10 seconds 20 60 sec it is the total number of agents who are on "auto call on" status and waiting for the calls from the last 20 to 60 seconds it shows the current data the data refresh interval on the user interface is maximum 5 to 10 seconds \>60 sec it is the total number of agents who are on "auto call on" status and waiting for the calls for more than 60 seconds it shows the current data the data refresh interval on the user interface is maximum 5 to 10 seconds 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 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 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 it shows the data of the last 30 minutes the data refresh interval on the user interface is maximum 5 to 10 seconds 3 customer runtime summary (total customers) this section provides a real time snapshot of customer activity within the campaign it tracks calls from the moment they enter the system until they are connected or dropped note hover over the information (i) icon to view the "last calculated" and "last fetched" timestamps all metrics in this section allow a maximum data refresh interval of 5 to 10 seconds on the ui key metrics queued the current number of calls (including preview, and callbacks) waiting for initialization in inbound campaigns, this reflects callbacks and manual callbacks ivr the current number of calls waiting in the ivr menu queued at acd the current number of calls waiting at the automatic call distributor (acd) for an available agent in a campaign connected the total number of currently connected calls in the campaign hungup calls that have been disconnected (by agent or customer) but not yet disposed of by the agent in the campaign context once the agent selects a disposition, this count resets on the supervisor's screen others calls currently in a transitional "ringing" state (e g , transfer to queue, transfer to campaign, transfer to ivr, or transfer to phone) abandon rate at acd % the percentage of calls dropped while ringing before reaching the acd call drop rate % the percentage of calls dropped before an agent could answer 4 agent list (real time monitoring) the agent list gives supervisors a live view of all agents staffed to the campaign it details their current status, call context, and performance alerts note the following list shows the current data the data refresh interval on the user interface is maximum 5 10 seconds agent columns 1\ agent name it shows the usernames of the agents who have been assigned in the selected campaign 2 agent id it shows the ids of the agents who have been assigned in the selected campaigns it shows the current data 3 extension it shows the extension selected by an agent or assigned forcefully to an agent it shows the current data 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 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 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 10 customer call status it shows the status of the call of the customer 11 working mode it shows the selected working mode by the agents 12 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 13 group manager it shows the name of the group manager under which the agent is assigned into 17 groups it shows the name of the groups in which the agent is assigned into 18 table filters it shows the name table filter name when the masking feature is enabled 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" operational filters supervisors can click specific status buttons to instantly filter the agent list break view agents currently on break and their duration ready view agents available to take calls connected view agents currently speaking with customers on acw view agents performing after call work (disposing calls) customers on hold view agents who have placed customers on hold threshold configuration (licensable) supervisors can configure time limits (thresholds) for specific agent activities if an agent exceeds these limits, their status in the agent list changes color to alert the supervisor this feature is licensable, hence contact your administrator for further information on same (internal team ) 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 types of thresholds hold time breached alerts when a customer is kept on hold longer than the allowed limit 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 acw time breached alerts when after call work exceeds the defined limit call duration breached alerts when the total call duration (talk time + hold time) exceeds the limit setup requires database configuration to enable activityparametercalldurationvisible break duration breached alerts when an agent's break exceeds the configured time for that specific break reason how to configure click the configure threshold button in the agent list bar enter time limits for hold time , acw , and call duration set specific limits for each break reason (e g , lunch, bio break) select the time unit (minutes or seconds) click apply after configuring the threshold values, the status starts coming in the "agent list" wizard of window 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 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 figure waiting calls the opened pop up contains the following columns customer id it shows the id of the registered customer if the customer is not registered, then it shows " 1" as customer id 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 phone it shows the phone number of the customer status it shows the status of the call in which it is currently present 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 status duration it shows the total time of the call which is spent by the call before assigning it to any of the agent queue it shows the name of the queue in which the call has been assigned or landed filter supervisor can click icon to filter the data as per the selected table filters in the filter modal if filter groups are enabled in the campaign, then "filter groups" column will also be added in agent list and filter modal the supervisor can search through the values of both "filters" and "filter groups" column in agent list 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 frequently used it shows the frequently used filters which are used by the supervisors mostly 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 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 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 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 queue the supervisor can filter the agents assigned in selected queue groups (group manager) the supervisor can filter the agent list according to the groups and group manager names monitoring a call the supervisor can click any on any record on live monitoring screen to access a floating window 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 calls count of autodial (in case of the outbound campaign)/ inbound (in case of inbound campaign), manual and callback calls duration total ready, auto call (auto call on) and talk (talk time) duration dispositions it shows the top 3 dispositions call details customer it will show details (customer's phone number), status (inactive/ connected/ hung up) and duration (talk time) details it will show campaign (campaign name in which the call has been received/ from which call has been dialed), lead (lead name in case of the outbound campaign) / queue (queue name in case of inbound campaign) and call type (inbound/auto dial/manual dial) 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 5 the floating window using up and down arrow icons respectively docid\ qjs 9ckc0gkqho60dvufr supervisors can perform active monitoring actions on live calls clicking on any agent record opens a floating window with session details and control buttons session details calls count of autodial (in case of the outbound campaign)/ inbound (in case of inbound campaign), manual and callback calls duration total ready, auto call (auto call on) and talk (talk time) duration dispositions it shows the top 3 dispositions call details customer it will show details (customer's phone number), status (inactive/ connected/ hung up) and duration (talk time) details it will show campaign (campaign name in which the call has been received/ from which call has been dialed), lead (lead name in case of the outbound campaign) / queue (queue name in case of inbound campaign) and call type (inbound/auto dial/manual dial) monitoring actions snoop (listen) select the record of an agent who is on a live call, the floating window will open with the button enabled click on snoop button to connect in between the call in snooping mode while snooping a call, both agent and caller will remain unaware of the supervisor’s activity to end the snoop call, click on the same button again whisper (coach) select the record of an agent who is on a live call, the floating window will open with the button enabled click on the whisper button to connect in between the call in whisper mode customer will only hear the voice of the agent (not the supervisor) 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 select the record of an agent who is on a live call, the floating window will open with he button enabled click confer button to connect in between the call 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 select the record of an agent who is on a live call, the floating window will open with the button enabled click barge button to connect in between the call crm will be popped up on supervisor workbench automatically 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 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 select the record of the required agent in live monitoring screen, the floating window opens up the supervisor can click icon to logout a user forcefully the following pop up is displayed on the screen enter a reason for the logout (mandatory) click save to confirm session termination working mode selection monitoring due to the covid 19 pandemic situation, all organizations were operating from home but, after restoration of situations, the organizations started mixed mode of working, where some agents started working from office and some of the agents are working from home in such scenarios, the work of supervisor to monitor the agents is increased, as the supervisor would want to know the agent's working mode this will help the supervisor to know how to communicate with the agent thus, to provide the better agent monitoring, the working mode selection functionality has been provided to the agents, which a supervisor is also able to view thus if the working mode selection is available/configured for the agents, then a data metric column will be available to the supervisor in the agents list section it will show the selected working mode by the agent the following two working mode selection is present wfo (work from office) the agents who are working from office, have to select this working mode option wfh (work from home) the agents who are working from home, and is enabled with ameyo remote solution, have to select this working mode option figure monitoring of selected working mode