05-Training - Realtime Statistics

Design & Development
Aheeva Education & Certification Services
© 2000-2007 Aheeva Technology. All rights reserved
Real-time Statistics
1
Real-time Statistics
A real-time view on the following entities: Agents,

Agent Groups, Queues, Campaigns, Calling Lists,
Performance, Teams, Adherence
Refreshed every 7 seconds
Possibility to sort the data by clicking on the column
header
All real- time statistics get reset at midnight
Agents (1)
2
Agents (2)
Agents grouped by group name and can be sorted on

any column
Graphical representation of the different agents’ states
Supervisors are able to detect problematic situations at a
glance and intervene when necessary
Offers real-time statistics on all agent-related measures:
total number of calls, the average handling time,
productivity, wait time, wrap-up time, etc.
By a simple right-click of the mouse, a supervisor can
access the agent’s information, change its status,
logged-out of the system, as well as listen
Agents (3)
Agent Groups: The name of the group to which the agent belongs
Agents: Name and ID of the agent
Current Status: Graphical representation of the agent’s status and duration in that
status
Current Call Length: Duration of the current call
Total Calls: Number of calls the agent handled since midnight
Avg Handling Time: Average time the agent spends on a call, including wrap up time
Total Login Time: Total time the agent logged in
Total Talk Time: Total time the agent spent in a call
Productivity ratio: (Wrap up time + Not Ready time)/Login time
When configuring the agent group, you have to specify the parameter ‘Max Wrap-up time For
Productivity’. This parameter affects the calculation of the productivity ratio. For example, if
this parameter is set to 30 seconds, and the agents spends 40 seconds in wrap up, there will
be 10 seconds that are going to have an impact on his productivity ratio
The not ready time includes the not ready reasons. When configuring a not ready reason,
you have to possibility to specify whether you want this not ready reason to be part of the
calculation of the productivity ratio
3
Agents (3)
Total Wait Time: Total time the agent was waiting for a call
Total Not Ready Time: Total time the agent was in the Not Ready
state, including the different not-ready reasons
Total Wrap Up Time: Total time the agent spent in wrap up mode
Total On Hold Time: Total time the agent put calls on hold
Total Conference Time: Total time the agent was in a conference
Total Dialing Time: Total time the agent spent manually dialing calls
Agent Groups (1)
4
Agent Groups (2)
A high level view of the call center operations

Global statistics presented by Agent Group
Real-time statistics on all agent groups include:
Number of agents logged in, number of calls
handled, how many agents taking Inbound calls,
how many are taking outbound calls, how many
in other status, the Busy Factor, etc.
Agent Groups (3)

Group: The group name
Login Agents: Number of agents logged in
Total Calls Handled: Number of inbound and outbound calls handled
In Call Inbound: How many agents are in call handling an inbound calls
In Call Outbound: How many agents are in call handling an outbound calls
Not Ready: Number of agents in a not ready mode, including the different not ready reasons
Waiting: Number of agents ready to take a call
Wrapup: Number of agents in wrap up mode
Dialing: Number of agents currently dialing a number
On Hold: Number of agents that put a call on hold
In Conference: Number of agents in a conference
Busy Factor: The busy factor for the group is the sum of the individual agents’ busy factor divided
by the number of agents in the group).
The individual agent busy factor is calculated as the
(total-talk-outbound-time + total-talk-inbound-time + total-wrap-up-time)/ total-login-time
5
Queues (1)
Supervisor can monitor the calls distribution among all queues

Helps supervisor make faster and better adjustments to increase the service level
Customizable visual indicators make detecting problematic situation faster
Information on the number of calls queued, distributed, abandoned, longest waiting,
and service factor
Queues are grouped by type
AGENT GROUP – Queues associated with an Agent Group and used during outbound
campaigns
ROUTNG SCRIPT – The name of the routing scripts used with an inbound service
VIRTUAL QUEUE – The name of the queue specified in the ‘Pickup Method’ dialog in a
routing script, where the call actually waits for an agent
Queues (2)
Queue: Name of the queue
Entered: Number of calls queued so far
Distributed: Number of calls that reached an agent
Abandoned: Number of calls hung up while queued
Waiting calls: Number of calls presently in the queue
Longest call waiting: Time the oldest call has been in the queue
Current average waiting time: Average waiting time of the calls presently in the queue
Average waiting time: Average waiting time of all calls since midnight
Service Factor: Is an indicator for calls answered within x seconds, excluding
abandons within y seconds. The parameters x and y used in calculating the service
factor are set on the Service Factor panel of the Queue configuration.
The service factor is calculated as
( Number of calls answered within x seconds / (Number of distributed calls + Number of
abandoned calls – Number of calls which are abandoned within y seconds) ) *100
Abandon Level: Percentage of call that got hung up while queued
6
Campaigns (1)
Campaigns (2)
Real-time information on running campaigns and

their progression
Information on the state, the dialing mode, the
target, number of calls made and their results for
each campaign
Number of calls dialed, answered, not
answered, abandoned, answering machines
detected, not in service or disconnected, busy
dials, and faxes
7
Calling Lists (1)
Calling Lists (2)
Real-time information on the progression of

each calling list associated with a running
campaign
Supervisors can know at a glance how a calling
list a performing and what to expect from it in the
next hour; no last minute surprise
8
Calling Lists (3)
Remaining Records: How many numbers are still available to be

dialed and how many numbers can be dialed in the current hour
Records in process: How many records are controlled by a
treatment and how many of them are due to be redialed in the next
hour
Records in filter: How many records are accessible through the
applied filter, and how many can be dialed in the current hour
Additional statistics include: how many records are dialed,
percentage of answered dials, total number of dials, answers, no
answers, abandons, voicemails, invalid numbers, busy numbers,
and faxes
Performance (1)
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Performance (2)
Performance statistics per agent and summary per agent group

AgentID: ID of the agent
Last Name, First Name: Full name of the agent
Contacts: Number of calls distributed to the agent
Sales, Refusals: Number of sales and refusals
Callbacks: Number of callbacks that the agent scheduled, includes
campaign and personal callbacks
Sales/hour: Ratio of the number of sales per hour
Net Conversion Rate: Ratio of the total number of sales over the total
number of chances where the agent could have done a sale, calculated as
( Total number of sales / Total number of good contacts) * 100
Teams
The Teams view shows the same statistics as the

Agents view, but the agents are grouped differently
Allows team leader to have easier access to the agents
in their group
Same functionality offered to the supervisor: Spying, and
direct access to agent’s information
10
Adherence (1)
Adherence (2)
Shows how well agents are respecting their

schedule
Visual color-based representation of the agent’s
pre-loaded schedule and the actual schedule
Global grade shows an overall evaluation of the
agents adherence, for a selected group
A right-click give immediate access to a specific
agent’s schedule, to the adherence details, and
to information on the agent’s station
11
Line Management
Shows the number of ports configured on each Asterisk

server, and the real-time utilization of these ports
Shows the number of ports configured for each outbound
campaign, and the real-time utilization of these ports
Spy/Whisper/Barge-in
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Spy/Whisper/Barge-in
A right-click on an agent from the ‘Agents’ or

‘Teams’ view gives access to an embedded
IAX2-based softphone that allows to listen
undetected to conversations, location-free
Supervisor can listen, whisper only to the agent,
or conference and talk to both parties
13

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Design & Development

Aheeva Education & Certification Services

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

A real-time view on the following entities: Agents,

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

 Agents grouped by group name and can be sorted on

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

Agent Groups (1)

© 2000-2007 Aheeva Technology. All rights reserved

A high level view of the call center operations

© 2000-2007 Aheeva Technology. All rights reserved

Agent Groups (3)

© 2000-2007 Aheeva Technology. All rights reserved

 Supervisor can monitor the calls distribution among all queues

© 2000-2007 Aheeva Technology. All rights reserved

 Abandon Level: Percentage of call that got hung up while queued

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

Real-time information on running campaigns and

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

Calling Lists (2)

Real-time information on the progression of

© 2000-2007 Aheeva Technology. All rights reserved

 Remaining Records: How many numbers are still available to be

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

 Performance statistics per agent and summary per agent group

© 2000-2007 Aheeva Technology. All rights reserved

 The Teams view shows the same statistics as the

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

Shows how well agents are respecting their

© 2000-2007 Aheeva Technology. All rights reserved

 Shows the number of ports configured on each Asterisk

© 2000-2007 Aheeva Technology. All rights reserved

© 2000-2007 Aheeva Technology. All rights reserved

A right-click on an agent from the ‘Agents’ or

© 2000-2007 Aheeva Technology. All rights reserved

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A real-time view on the following entities: Agents,

Agents grouped by group name and can be sorted on

A high level view of the call center operations

Supervisor can monitor the calls distribution among all queues

Abandon Level: Percentage of call that got hung up while queued

Real-time information on running campaigns and

Real-time information on the progression of

Remaining Records: How many numbers are still available to be

Performance statistics per agent and summary per agent group

The Teams view shows the same statistics as the

Shows how well agents are respecting their

Shows the number of ports configured on each Asterisk

A right-click on an agent from the ‘Agents’ or