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.
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.