Here the user is able to seeL’utente sarà in grado di visualizzare:

• Campaign
  Name of the campaignCampagna
  Nome della campagna.

•  Available
  Amount of available agentsDisponibilità
  Numero di agenti disponibili.

•  Pause
  Amount of paused agents.Pausa
  Numero di agenti in pausa

•  Busy
  Amount of agents on a callOccupato
  Numero di agenti occupati.

•  Paused Busy
  Amount of agents busy paused (agents which are on a call and paused at the same time).Occupati in pausa
  Numero di agenti occupati in pausa (agenti che sono in chiamata e in pausa nello stesso momento)

•  Wrap-Up
  Agents on the Wrap-up state (time in which the agents can not receive a call to finish its management. The wrap-up time is established on the campaign configuration. This state starts when a call from a campaign is finished).

• Logged
  Amount of logged agents.

•  Total
  Campaigns total agents. 

• Completed
  Amount of completed calls.

• Abandoned
  Amount of abandoned calls.

• ACD
  Agents on hold (on the ACD).

• SL
  Service level.

• SL 2
  Service Level 2, considering the abandoned calls.

• Rate
  Abandoned rate.

• Talked
  Average talked.

• Hold
  Average hold.

The Supervisor, on the notifications bar, has a summary of the Campaign Summary.

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This one shows

• CampaignNumero di agenti in stato di Wrap up (Tempo in cui l’agente non può ricevere nuove telefonate dopo averne finita una).

• Utenti loggati
  Numero di utenti loggati

•  Totale
  Totale agenti sulle campagne.

• Chiamate completate
  Numero chiamate completate.

• Abbandonate
  Numero di chiamate abbandonate.

• ACD
  Agenti in attesa.

• SL
  Livelli di servizio

• SL 2
  Livelli di servizio 2, considerando le chiamate abbandonate.

• Tasso di abbandono
  Tasso abbandono chiamate.

• Media chiamata
  Media durata chiamata.

• Attesa
  Attesa media.

Grid with list of agents that are assigned to that queue.

State: Color identifier extension state.

Type of call: Shows if the call is outgoing  (arrow up) or incoming (arrow down).

Name: Agents name.

Telephone: Technology and phone number of the agent.

 Opened Forms: Total number of forms opened for each agent. Clarification: If the user left forms opened before logging off, this ones will still appear as opened. When the user logs in again, the forms will get closed. Have in mind the effects on dispositions, depending on the form assigned. 

Completed: Number of calls answered (inbound or outgoing).

Duration: Duration of the current or last call made.

Connected to: Telephone number of the last call or current call made or received.

Last call: Date / Time of last call answered.

Time: Shows the time that the agent is on the actual state.

Alert: Column where all configured alerts on the thresholds can be found. These are:

• Red alert icon: Inactivity time (it is shown when the agent passes the defined threshold without receiving any call)

• Yellow Telephone icon: Threshold 1 call time.

• Red Telephone icon: Threshold 2 call time.

• Red break icon: Break threshold.

Grid with a list of calls waiting (incoming).

Caller ID: Displays the number of the call.

Position: Shows the position of the call in the queue.

Wait: Timeout waiting for the call queue.

When selecting an agent from the list, a bar will appear with the monitoring options, which allows us to monitor the agent directly from the computer where the portal is open (without the need of having a specific associated internal)

Selecting any of the options (without the stop) a timer begins to run next to the name of the agent.

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The options are:

• Spy mode (only hearing).

• Screen Monitor.

• Coaching mode (talking to the agent).

• Barge In mode (talking to the client).

• End supervising mode.

• See the agent profile. See more about Detailed Profile.

• The Supervisor can pause the agent.

• The Supervisor can log out a user from this section.

In the bottom right corner we can find:

• Full Screen: Puts the screen on full screen.

• Refresh statistics: If we want to refresh the statistics manually (it refreshes automatically) we use that button.

• Resetting: Resets real time queue statistics leaving them on 0 (won’t change historical data).

In the lower left corner we see a filter icon which allows you to filter the agents that are available and all, since in several cases there are many agents that could be unavailable and disturb the visual.

On the other hand you can use a filter for displaying the agents that are in use and see their activity.

Interactions

On this screen the user can see his progress, incoming and outgoing calls, sms, mails, as well as interactions with social networks like Twitter or Facebook and the webchat of the day.

Times

The user can also see the time he was logged in, time on breaks, spoken time and time he was free.

Free time is the time in which the agent was logged in without being on a break or making a call without having in count the time spoken during a break.

The resulting formula is: Free Time = Logged - Spoken - Break + Talked break.

Talked break: Is the time that, while being on a break the agent made calls.

Real break: Is the total break time, without the time being on a call during a break.

Tables and graphs

On the right, the user can see a timeline detailing his activities, a table that indicates the time spent on every break and a graph of the day by hour.

The graph is divided by hour, it shows the amount of calls and sms of the user (incoming and outgoing).

If the mouse pointer is placed over a specific time, the user can see the amount of calls and sms for that hour.

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Filters to get recordings

• Initial Date: From when recordings search

• End Date: To when recordings search.

• Agent: Filter by certain agents to find recordings.

• Campaign: Select a particular campaign to find recordings.

• Data: It allows to filter by specific data this data or word must be contained on the label of the call to filter.

• Source / Destination: Filter allows calls from different sources, which may be channels or extensions.

• Rating: Allows to filter calls according to their ratings.

Filters on obtained recordings

• Time range: Filter the obtained data by a time range (start time - end time: 24 hours format).

• Calls: Allows to filter data by number of occurrences of the phone number (returns if the number of recordings is greater than the entered number, this must be greater than 1).

• Minimum: Allows to filter recordings with an equal or greater time than the entered time (Format in seconds).

• Exclude: Allows to exclude the recordings for the entered phone number, this can be the source or destination number.

• Quality: Filter by its quality number.

Filtri per ottenere le registrazioni

• Data di inizio: inizio del range temporale di ricerca delle registrazioni;

• Data di fine: fine del range temporale di ricerca delle registrazioni;

• Agente: Filtrare per agenti specifici per cercare registrazioni. Tra gli agenti elencati alla fine della lista c'è l'agente 'voicemail'. Si tratta di un agente fittizio che consente di filtrare le chiamate ricevute tramite segreteria telefonica

• Campagna: seleziona una particolare campagna per trovare le registrazioni;

• Dati: Permette di filtrare in base a dati specifici o parole che devono essere contenute sull'etichetta della chiamata da filtrare;

• Origine / destinazione: il filtro consente di filtrare le chiamate da diverse origini;

• Classificazione: consente di filtrare le chiamate in base alle loro valutazioni.

Filtri sulle registrazioni ottenute

• Intervallo di tempo: filtra i dati ottenuti in base a un intervallo di tempo (ora di inizio - ora di fine: formato 24 ore).

  Chiamate: Permette di filtrare i dati per il numero di occorrenze del numero di telefono (restituisce se il numero di registrazioni è maggiore del numero inserito, questo deve essere maggiore di 1).

  Minimo: Permette di filtrare le registrazioni con un tempo uguale o maggiore di quello inserito (Formato in secondi).

  Escludi: consente di escludere le registrazioni per il numero di telefono inserito, questo può essere il numero di origine o di destinazione.

  Qualità: filtra per numero di qualità.

to hear the recording associated with the record, the recording is heard if the range is within stored recordings (if it was not passed to backup or eliminated entirely), the default is 30 days available online, are then passed to the folder BackupRecords which remain for 150 days until irreversible deletion (configurable from PBX).

The waveform allows to see the voice action moment.

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Tag: Button to enter a check mark (with comments) in real-time recording. You can select the marks and the recording will start directly at the time of the mark. To see the marks access to the Information window.

When clicking in a recording,  would appear the following options.

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Information 

Allows to access to the selected recording information, being able to see its qualification so as the username, tags and comments.

• Client Rating, it is obtained from the evaluation of the client after the call.

• Supervisor Rating, it is calculated as the average of all questions on the quality part detailed below.

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Quality 

Allows the user to give a score to the recording. The score is set to every question of the quality model ,the questions are set on the quality model configuration.

The total score is the average of all the question.

The supervisor can download the quality information as PDF of EXCEL and comment next to the each evaluation.

You can qualify a single quality model per recording.

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Delete

Deletes the selected conversations.