Live Monitoring

overview the live monitoring feature allows the supervisor to view real time activities and call statistics for the campaigns to which they are assigned the interface and the available monitoring tabs are entirely dependent upon the type of campaign selected in the left side navigation bar the general interface elements for live monitoring include left navigation section a fixed sidebar to select the process or campaign the content of the monitor tab is based on this selection cautionary extension selection message a red bar that displays at the top if the supervisor has not selected their phone extension clicking this bar allows the supervisor to select the extension (applicable to voice campaigns) freeze/unfreeze the "freeze" option pauses the live monitoring tab to prevent updates in any graph or report click "unfreeze" to resume receiving the latest updates common monitoring operations (voice campaigns) in all voice based live monitoring tabs (inbound, outbound, and parallel predictive campaigns), the supervisor has the capability to perform the following real time operations on an agent's active call through a floating window snoop the supervisor can secretly listen to the live conversation between an agent and a customer neither the agent nor the caller is aware of the supervisor's presence whisper the supervisor can join the call to provide guidance or assistance to the agent directly only the agent hears the supervisor's voice, while the customer remains unaware conference the supervisor can force a conference call, connecting themselves as a third party to the live conversation barge the supervisor can fully take over the call the agent's microphone is automatically muted, and the supervisor becomes the owner of the call, with the ability to dispose of it disconnect the supervisor can forcibly disconnect a live call, terminating both the customer's and the agent's channels force logout an agent the supervisor can forcefully log an agent out of the system at any moment, regardless of whether they are on a call data collection & duration (voice campaigns inbound/outbound) for inbound and outbound campaigns, the data collection intervals are explicitly indicated in a horizontal bar data type refresh interval font color general impact real time data every 10 seconds black font color has a real time impact on the database, typically agent activity historical data every 5 minutes purple font color generally does not impact the database in every instance stats duration last 30 minutes n/a shows the time range of data displayed stats reset n/a n/a indicates the time before which the monitoring data was last refreshed note the chat campaign's queue monitoring mentions an interval where real time is "refreshed after every 10 secs " and historical data is "refreshed after every 7 mins " for a "stats duration last 12 hours " live monitoring for voice campaigns (inbound & outbound) live monitoring for inbound and outbound campaigns is divided into three main summary sections and an agent list total calls campaign runtime summary this section shows metrics for the last 30 minutes metric inbound campaign outbound campaign description manual dials ✔ ✔ total count of manual dial and manual preview dial calls in the campaign callbacks received ✔ ✔ total number of callbacks including queue, campaign, self, and preview callback transfers received ✔ ✔ total number of transferred calls received in the campaign inbound received ✔ total number of inbound calls received in the campaign auto dials ✔ total number of auto dial calls made in this campaign connected ✔ ✔ total calls answered by the customers not connected ✔ ✔ total number of not connected calls auto call on duration % ✔ ✔ percentage of duration agents had "auto call on" while in the ready state started since ✔ time since the agent started calling after changing status to "available" total talk time ✔ ✔ total duration of all agents spent on calling total idle time % ✔ ✔ percentage of total idle duration (total ready time total service time) divided by total ready duration total ready time % ✔ ✔ total percentage of duration agents were on "ready" state while staffed in the campaign total agents user runtime summary metrics that show the runtime summary for logged on users all metrics below show current data and updates every 10 seconds metric description break number of agents on break divided by total agents on break status in the campaign (clickable) ready number of unique agents staffed in the campaign on "available" status (clickable) connected number of agents connected to calls in the campaign (clickable) on acw number of agents in "wrap up" (disposing) of calls (clickable) customers on hold number of agents who have put their customers on hold (includes agents in conference) (clickable) "auto call on" and "auto call off" counts of connected/not on call agents with auto call status enabled/disabled auto call on and not on call number of agents with "auto call on" and "available" status, but not on a call tracked in intervals <20 sec, 20 60 sec, >60 sec avg inactive duration the average of all inactive duration of agents staffed in the campaign avg handling time (aht) (customer talk time + customer hold time + wrap time of connected calls) / total connected calls (excludes internal calls) avg talk time total time spent talking to customers / total number of answered customer calls avg acw duration average time spent by all agents disposing the calls (wrap up time) avg hold duration total hold time / count of customer calls with holds total customers customer runtime summary (inbound only) this section shows current customer call status metrics metric description data refresh interval ivr current number of calls waiting on ivr 10 seconds queued at acd current number of calls waiting on automatic call distribution (acd) in the campaign 10 seconds queued current number of customer calls (preview and callback) waiting for initialization (inbound callbacks and manual callbacks) 10 seconds hungup number of calls disconnected but not yet disposed of resets once the call is disposed 10 seconds connected total number of connected calls in the selected campaign 10 seconds others total number of calls in ringing state for transfer to queue/campaign/ivr, or connected state for transfer to phone 10 seconds abandon rate at acd % total percent of customer calls in ringing state before reaching back to acd 10 seconds call drop rate % total percent of customer calls dropped before the agent answers 10 seconds agent list (inbound & outbound) the list displays the live status of agents staffed to the campaign all data shows current data and updates every 5 10 seconds column description agent name usernames of the agents assigned in the campaign agent id ids of the agents assigned in the campaign extension extension selected by or forcefully assigned to an agent auto call status auto call status of an agent agent status current status of the agent and duration on that status call context call context assigned to an agent agent call status call status of an agent (e g , "connected") call type type of call connected with the agent at present (e g , inbound, auto dial) phone customer information (outbound call context; manual dial phone number) customer call status status of the customer's call working mode selected working mode by the agents (wfo/wfh) queue name of the queue for the connected call group manager name of the group manager under whom the agent is assigned groups names of the groups in which the agent is assigned table filters name of the table filter when the masking feature is enabled monitoring operations (inbound & outbound) the supervisor can perform various operations on an agent's live call using the floating panel accessed by clicking a record operation description snoop listen to the conversation between the agent and customer; both remain unaware of the supervisor's activity whisper connect in between the live call to assist the agent the customer only hears the agent's voice conference force confer a live call barge connect in between the call, taking ownership the agent is automatically put on mute crm pops up automatically disconnect force disconnect the live call, ending both customer's and agent's channel force logout an agent forcefully log out an agent from the system highlighted even if the agent is not on a call call duration threshold (licensable) the supervisor can configure threshold limits for call duration metrics for agents this is a licensable feature threshold type definition color change trigger hold time breached threshold limit for customer hold time when the agent breaches the time limit acw time breached threshold time for after call work (acw) duration for disposing a call when the agent breaches the time limit call duration breached threshold for call duration (sum of customer talk time and customer hold time) when the agent breaches the time limit break duration breached threshold limit for the agent's break duration when the agent breaches the time limit, color corresponds to the process level color configuration note the color of the agent list reverts to white once the agent resumes the call or leaves the breached status live monitoring for chat campaign the live monitoring screen for the chat campaign features several monitoring widgets/graphs graphs & metrics metric data point description users users assigned, users loggedin total count of users assigned and logged on to this campaign chats queued count of queued chats shows the count of chats that are queued chats per user average count of chats per user number of connected chats per number of agents who have auto chat status on auto chat auto chat on, auto chat off count of users who have their auto chat status turned on or off for receiving chats automatically chat instances total available instances, total occupied instances shows the count of chat instances that are available and occupied view live chats sections the bottom section displays the live chats in three tabs note ongoing chats refers to chats that are currently live and in communication between the customer and agents tab description sorting active chats shows all chats that are currently active in the entire campaign default sort (max chat elapsed time first), elapsed time (descending), user name (ascending) active chats (per agent) shows the active chats per agent default sort (max chat elapsed time first), user name (ascending), no of ongoing chats (descending), no of ongoing chats (ascending), show only users with ongoing chats queued chats shows the chats that are waiting in the entire campaign queue default sort (default order of requesting time), requesting time (ascending), requesting time (descending) live monitoring for parallel predictive & voice blast campaigns parallel predictive campaign the live monitoring tab is stated to be discussed under the outbound campaign section voice blast campaign this campaign type has a dashboard and lead monitoring tab, but does not have a specific live monitoring tab listed its dashboard is stated to be similar to the outbound campaign dashboard