Live Monitoring of Outbound Campaign

the agent monitoring section allows supervisors to track and manage agent activities within an inbound campaign interface elements overall, the interface of live monitoring in outbound campaign can be divided into the following sections cautionary extension selection message at the top of the screen, a cautionary message is displaying in the red bar it arises in the case when the supervisor does not select the extension of his phone select the extension to remove this cautionary mark from the screen you can also click on this cautionary bar to select the extension data collection indications a horizontal bar at the top displays indicators for different data collection intervals real time data metrics refreshed every 5 seconds are highlighted with a blue border historical data metrics refreshed every 5 minutes are highlighted with a black border stats duration displays the selected time interval for statistics, for example, 12 hours stats reset indicates when the statistics were last reset 1 campaign runtime summary (total calls) this section displays the performance of calls processed within the last 30 minutes it shows the runtime summary of all calls made in this campaign data refresh every 5–10 seconds timestamps hover over the (i) icon to view the "last calculated" and "last fetched" times key metrics volume metrics auto dials total number of auto dial calls made in this campaign manual dials total number of manual dial and manual preview dial calls in the campaign callbacks received total number of callbacks in the campaign including queue callback, campaign callback, self callback, and preview callback transfers received total number of transferred calls received in the campaign outcome metrics connected total number of connected calls it shows the total calls answered by the customers in the outbound campaign not connected total calls that failed to connect time metrics total talk time total time duration of all agents which they consume on the calling auto call on duration % total percentage of the duration of the agents who had their auto call status as "on" while being in the ready state in the campaign total idle time % 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 here, the following is the definition of total idle duration total ready time % the total percentage of the duration of the agents who were on ready state while being staffed in the campaign 2\ user runtime summary (total agents) this section provides a snapshot of the current workforce status clicking on specific metrics (like break or ready) will filter the agent list below to show only relevant agents data refresh every 5–10 seconds (current data) agent state metrics ready the number of unique agents staffed in the campaign, who are on "available" status break number of agents currently on break ()number of agents on break/number of agents whose status is break connected agents currently on a call on acw agents performing after call work (disposing calls) customers on hold agents who have placed customers on hold even if they are in conference in the case of the conference where both agents had put the customer on hold, "on hold" count will include both agents auto call status auto call on agents with auto dialing enabled auto call off agents with auto dialing disabled auto call on and not on call "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" it also include agent who has put himself on hold 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 " break/ready auto call on/off operations permitted meaning break no not possible when an agent selects the break option, their auto call status will automatically switch to off break off no operations permitted the manual dial button and text box are also disabled ready on auto dial, callbacks, manual dial, conference and transfer call, inbound calls the agent is currently online and is available to receive all incoming calls ready on manual dial yes transfer to user call yes transfer to queue call not allowed as agent is not considered available for campaign calls transfer to campaign call not allowed as agent is not considered available for campaign calls confer to user yes self/campaign callback call not allowed as agent is not considered available for callback calls auto dial call not allowed inbound call not allowed the agent wants to be visible as online to the system but prefers not to handle pd, inbound, or callback calls 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 average performance metrics avg handling time (aht) it is equal to the sum of customer talk time, customer hold time for, 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 calculations note 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 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 calculations 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 avg hold duration avg hold duration it is equal to the total hold time divided by the count of customer calls with holds calculation avg inactive duration it is the average of all inactive duration of the agents staffed in the campaign 3 customer runtime summary (total customers) this section tracks the lifecycle of leads currently active in the system data refresh every 5–10 seconds (current data) key metrics initialized calls initiated from the campaign to be dialed queued calls waiting for initialization (includes preview and callbacks) ringing calls currently ringing on the customer or agent side (includes transfers) connected total currently active calls hungup calls disconnected by the customer but not yet disposed of by the agent call drop rate % percentage of calls dropped before an agent could answer attempt cancel rate % percentage of calls canceled due to any reason others total number of customer calls where the agent channel is ringing (predictive auto dials, transfers to campaign or queue) or the call is in a connected transfer to phone state 4 agent list & live monitoring the agent list details the status of every staffed agent supervisors can filter this list, search for specific users, and perform live interventions it contains the following columns agent name it shows the usernames of the agents who have been assigned in the selected campaign it shows the current data the data refresh interval on the user interface is maximum 5 10 seconds agent id it shows the ids of the agents who have been assigned in the selected campaigns it shows the current data the data refresh interval on the user interface is maximum 5 10 seconds extension it shows the extension selected by an agent or assigned forcefully to an agent it shows the current data the data refresh interval on the user interface is maximum 5 10 seconds 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 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 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 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 the data refresh interval on the user interface is maximum 5 10 seconds 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 it shows the current data the data refresh interval on the user interface is maximum 5 10 seconds 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 it shows the current data the data refresh interval on the user interface is maximum 5 10 seconds customer call status it shows the status of the call of the customer it shows the current data the data refresh interval on the user interface is maximum 5 10 seconds working mode it shows the selected working mode by the agents know more it shows the current data the data refresh interval on the user interface is maximum 5 10 seconds 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 the data refresh interval on the user interface is maximum 5 10 seconds agent availability the status of agent is shown with the agent's name in the form of green or red circle(here "a1" and "a2" are the agent names) if the status of agent is available then the green circle starts showing with the agent's name and if the agent is status is unavailable or the agent is on break then the status of the agent shows with red mark through this feature, the supervisor can easily recognize that whether the agent is available or not group manager it shows the name of the group manager under which the agent is assigned into groups it shows the name of the groups in which the agent is assigned into table filters it shows the name table filter name when the masking feature is enabled the status of agent will show only when the agent logged in to the ameyo and till the time agent do not logged off his profile 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" threshold alerts (licensable) supervisors can configure time limits for specific activities if breached, the agent's row changes color configure click configure threshold > enter limits for hold, acw, call duration, or break reasons > click apply types hold time breached customer held too long acw time breached wrap up time exceeded call duration breached total interaction time exceeded break duration breached specific break type limit exceeded docid\ qjs 9ckc0gkqho60dvufr (floating window) clicking on an agent's row opens a floating window with session details and control buttons operation description snoop listen to the call silently neither agent nor customer can hear you whisper speak to the agent the customer cannot hear you conference join the call as a third party all parties hear each other barge take ownership of the call the supervisor's crm opens, and the agent is muted disconnect forcefully end the call for both parties force logout log the agent out of the system (reason required) auto dial toggle enable/disable auto dialing for a specific agent (requires uploaded leads) additional tools waiting calls view a list of customers currently waiting to be answered, including their status duration and queue 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 freeze/unfreeze pause the dashboard to analyze a snapshot of data without updates filters use the filter icon to search agents by status (ready/break), call status (connected/wrapping), or threshold breaches supervisor can click icon to filter the data as per the available filters the supervisor can select the single or multiple filters from the following 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 the agents of the selected campaign 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 for particular agents which are assigned in the particular queue 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