Nome: Nome del provider (Carrier).

Password: Assegnata dal Carrier.

Context: Raggruppamento delle chiamate dirette effettuate dal carrier, questo dipende dal dialplan.

Host: Provider IP.

From User: Dipense se richiesto dal carrier.

From Domain: Dipense se richiesto dal carrier.

Port: Porta usata dalla connessione.

DTMF: DTMFs sending mode.

Qualify: Se monitora la connettività con il provider.

Insecure: Specifica come gestire le connessioni al provider, non autentica tutte le connessioni.

Transport: Consente all'utente di selezionare il protocollo da utilizzare (UDP, TCP, TLS).

Encryption: Indica se la connessione è crittografata o meno (utilizzata quando è presente il protocollo di trasporto TLS), quando si utilizza la voce.

Type : se il provider è SIP o IAX.

Codecs: codec utilizzati dal fornitore (relativi all'audio).

In questa schermata si potranno visualizzare 3 colonne

• Campagne

• Membri

• Agenti

Per aggiungere un membro, segui i passaggi successivi:

1. Nella colonna delle campagne seleziona una o più campagne per aggiungere un membro

2. Selezionare uno o più agenti dalla colonna degli agenti e premere il pulsante Aggiungi

3. Nella colonna membri si visualizzeranno gli agenti aggiunti alla campagna

Questa colonna elenca tutte le campagne relative al gruppo di sicurezza dell'utente.

In esso puoi selezionare una o più campagne con un clic, per aggiungere agenti, rimuoverli o semplicemente osservare i loro membri.

Per deselezionare la campagna è sufficiente fare nuovamente clic su di essa.

Consente di visualizzare gli agenti assegnati alla campagna selezionata e anche di rimuovere gli agenti da uno o più gruppi della campagna.

Penalty
Cliccando sull'icona dell'ingranaggio a destra della foto dell'agente entriamo nella modalità Penalità.

Meno penalità ha un agente, più chiamate entreranno.

Valore compreso tra 0 e 100 per indicare l'abilità dell'agente, minore è la penalità, maggiore è l'abilità.

Elenco degli agenti all'interno del User Security Group.

In esso è possibile selezionare uno o più agenti con un clic, da aggiungere alle campagne selezionate.

Per deselezionare un agente, è sufficiente fare nuovamente clic su di esso.

Tra la colonna Membri e Agenti vedremo tre pulsanti:

• Aggiungi
  Gli agenti selezionati nella colonna Agenti si uniscono alle campagne selezionate.

• Ricerca
  Consente di inserire il modale di ricerca dell'agente

• Rimuovi
  Gli agenti selezionati nella colonna Membri vengono rimossi dalle campagne selezionate

Modalità ricerca
Questa modalità ci permette di cercare un agente e ci mostra le campagne vocali a cui appartiene.

Digitiamo semplicemente il nome dell'agente e premiamo Cerca.

La tabella mostrerà tutti i risultati che corrispondono al nome inserito.

L’utente sarà in grado di visualizzare:

• Campagna
  Nome della campagna.

•  Disponibilità
  Numero di agenti disponibili.

•  Pausa
  Numero di agenti in pausa

•  Occupato
  Numero di agenti occupati.

•  Occupati in pausa
  Numero di agenti occupati in pausa (agenti che sono in chiamata e in pausa nello stesso momento)

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

• 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.

This one shows

• Campaign

• Service Level (SL)

• Service Level 2 (SL2)

• Abandoned Rate 

• Average Hold

• ACD 

• Wrap-Up
  

Agents
Shows the amount and percentage of agents on their states (above the graphic we can see how many agents are logged in/total of agents in this campaign).

Breaks
Here we will see the percentage of agents in each rest that are found, if there are no agents at rest this graph will be empty.

Calls
Shows the amount of completed and abandoned calls (in case of outgoing are the unattended calls or the missed ones).

Times
It shows exponential average time of Spoken and Waiting.

Service Level
You can see the percentage of service level of the queue (configured in the campaign parameters).

Abandon Rate
You can see the percentage of the rate of abandonment of a campaign (only for incoming calls)

ACD Graphic
Shows the amount of calls in the ACD (in wait), on the graphic you can find the strategy of distribution of calls for the incoming campaign.

Cancelation Rate
You can see the percentage of the rate of cancelation of a campaign (only for outgoing calls)

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.

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.

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.

• Date: Indicates the date of the recording.

• Source/Destination: Source and destination telephone number.

• Duration: Duration of the recording.

• Source Account: Account name of the source agent who was recorded.

• Source/Destination Channel: Source and destination name channel.

• Destination Account: Account name of the destination agent who was recorded.

• Campaigns: Name of the campaign by which the recording was made.

• Data: Call data.

• Download: Allows to download the recording in mp3 format. It downloads with the following file name: datetime-agent-source_numbre-destination_number (example: 201711060941-Ester Andres Mateu-34911898068-685134974.mp3)

• Quality: Represents the number given to represents its quality

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.

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.

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.

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.

Delete

Deletes the selected conversations.