Competella UCS R2.

5 – Quality Monitor

Configuration and User Guide

Januari 2021
Content

COMPETELLA UCS R2.5 – QUALITY MONITOR ............................................................................. 1

QUALITY MONITOR CLIENT - OVERVIEW ................................................................................................ 3

COMPETELLA CLAIMS USED ........................................................................................................ 3

START - LOGON .......................................................................................................................... 3

CREATE A NEW VIEW .................................................................................................................. 6

GET QM DATA IN WEB MANAGEMENT AND AGENT ACCESS .................................................... 12

METRICS DESCRIPTION ............................................................................................................. 13

QOS CALCULATION SPECIFICATION ..................................................................................................... 15

TROUBLESHOOTING GUIDE ...................................................................................................... 16

QUALITYMONITOR API ............................................................................................................. 17

Quality Monitor Client - Overview

The Competella Quality Monitor is web based application that displays information for
queues e.g. no calls waiting, available agents in a web browser. Information is sent from
the Quality Monitor Server to the Quality Monitor Client in real-time using the Signal-R
protocol. Modern web browsers except for the Internet Explorer are supported.
The display area of the browser can be configured as “Views” to show information on
multiple queues in panels. Queues for Contact Center Enterprise (CCE) and Contact
Center Workgroup (CCW) can be combined in a View.

Competella Claims used

CanChangeTenantSettings for admin to see all tenants.
QM2CanManageConfiguration for changing the views.

Start - Logon

Start a web-browser with the url to the QMClient application.

Any modern web browser except for Internet Explorer are supported.

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Enter a valid Username and Password. The user account should be set up with a Admin
or SystemAdmin role using the Competella Directory Manager.

The following page will be displayed. Close it to continue to configuration.

The login credentials will be saved in a cookie for auto login.

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Create a new View

 Start by clicking the cogwheel button .

 Click the button.

 Enter a name of the View, number of queue panels and if this view will be
accessible without logging the user then enable Allow Intranet Access. Following
is the url format if you want to access it without logging in the user.

https://<YourServerName>/QMClient/#/view?tenantId=<TenantId>&viewName=<ViewN
ame>

This can later be changed by clicking the button.

Click to delete a View.

 Click Save.

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 Start configuration of the first queue panel by clicking “Queue 1”.
 Click Choose Configurations.

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The deployed configurations for the CCW (CCD) and the CCE (Agent Service) can be
selected.

 In this example an Agent Service configuration “AS_test” is selected.

 Click Choose Queues.

 The queues for this configuration are displayed.

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 In this example the “Sales” queue is selected.

 Click Choose Queue Parameters.

 The following Metrics can be selected:

o Answered Rate
o Avg. Handling Time
o Avg. Wait Time
o Avg. Wait Time Total
o Avg. Wait Time Before Drop
o Available Agents
o Busy Agents
o Callback Requests
o Callbacks
o Callbacks Waiting
o Calls WaitingExcluding Callbacks
o Calls Abandoned
o Calls Answered

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o Calls Dialed
o Calls Total
o Calls Total With Callback Requests
o Calls Waiting
o Direct Calls
o Emails
o Forwarded Calls
o LoggedIn Agents
o Max Waiting Time
o Max Waiting Time Without Callbacks
o Paused Agents

 Set the Scale for the Calls Waiting and the Available Agents bar

 QoS chart will be visible if Show QoS chart is selected.

 Click Save.

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 The first queue panel will be displayed.

 Repeat the configuration for queue panel 2 and 3.

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 The Quality of Service (QoS) has a color indication:

Grey (lowest), Red, Orange, Green (best)

Get QM data in Web Management and

Agent Access
Data for a queue can also be viewed in the Competella Management Tools
(Configuration->Queues->Queue status) for CCW and Agent Service, and Agent Access
for the CCW queues.

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This is displayed automatically when the QMService process attribute
UseOldVersionPorts is true.

The claim DisableAgentAccessQM will disable the QM view in AgentAccess.

Metrics description
Name Description Api Name

Logged in Agents The number of logged in agents NumberOfLoggedInAgents

The number of agents who are in a NumberOfBusyAgents

Busy Agents
call (red in MA)

Number of Agents are paused (yellow NumberofPausedAgents

Paused Agents
in MA)

The number of agents who are NumberofAvailableAgents

Available Agents
available (green MA)

Calls waiting Calls waiting including callbacks NumberOfCallsWaiting

Calls waiting excl. callbacks Calls waiting not including callbacks numberofCallsWaitingExcludingCallbacks

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 Callback calls waiting in queue, not numberofCallbacksWaiting
including calls that are waiting for the
callback process to make the
Callbacks waiting
callback, (parameter
WaitBeforeTryAgain in callback
process)

The average time until an agent AverageWaitTime

Avg. Wait Time
answered, based on the last 20 calls

The average time until an agent AverageWaitTimeTotal

Avg. Wait Time Total
answered, based on the whole day

Number of direct calls, incoming(not NumberofDirectCalls

diverted from another queue) and
Direct Calls
outgoing, counting from the schedule
opening (or restart Agent Server)

Number of inbound calls that are NumberofForwardedCalls

diverted from another queue,
Forwarded Calls counted from the schedule opening,
midnight or restart of the Agent
Server.

The average time that the agent talks AverageHandlingTime

in incoming calls, counted from the
Avg Handling Time
schedule opening, midnight or restart
of the Agent Server.

The average time that an incoming AverageWaitTimeBeforeDrop

call is waiting before the caller hangs
up i.e. no agent has answered,
Avg Wait Time Bef Drop
counting from the schedule opening,
midnight or restart of the Agent
Server.

The number of answered incoming NumberOfCallsAnswered

calls or outgoing calls, counted from
Answered calls
the schedule opening (or restart
Agent Server)

Callback requests Number of callback requests NumberOfCallbackRequests

Callbacks Number of callback calls NumberOfCallbacks

Number of incoming calls that not NumberOfCallsAbandoned

been answered, counted from the
Abandoned calls
schedule opening (or restart Agent
Server)

Answered calls / Total Calls, counting AnsweredRate

Answered Rate % from the schedule opening (or restart
Agent Server)

Total calls Answered Calls + Abandoned Calls, NumberOfCallsTotal

counted from the schedule opening,

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 midnight or restart of the Agent
Server)

Same as Total calls but callback NumberOfCallsTotalWithCallbackRequests

Total calls With Callback Requests
requests are also included.

(Answered calls answered within 30 QoS

seconds) / (Total calls - Abandoned
calls less than 15 seconds), calculated
QoS
from the schedule opening (or restart
Agent Server). See below for
parameter setting configuration.

The longest time a call has been MaxWaitingTime

waiting in the queue out of the
MaxWaiting Time currently active calls, callback
requests are also counted as waiting
until customer is called.

The longest time a call has been MaxWaitingTimeWithoutCallbacks

MaxWaiting Time Without waiting in the queue out of the
Callbacks currently active calls, excluding
callback requests

Received emails today, if the queue is NumberOfEmails

Emails
a mailqueue.

Calls dialed Outgoing calls today NumberOfCallsDialed

The queue that gets a forwarded call shows the number of incoming forwarded calls in
the Calls Forwarded, all other parameters for this call only counts the queue where the
call was originally received.

QoS Calculation Specification

The QoS is calculated as follows

#𝐴𝑛𝑠𝑤𝑒𝑟𝑒𝑑 𝑐𝑎𝑙𝑙𝑠 𝑤𝑖𝑡ℎ𝑖𝑛 30 𝑠

𝑄𝑜𝑆 =
#𝐴𝑙𝑙 𝑖𝑛𝑐𝑜𝑚𝑖𝑛𝑔 𝑐𝑎𝑙𝑙𝑠 − #𝐴𝑏𝑎𝑛𝑑𝑜𝑛𝑒𝑑 𝑐𝑎𝑙𝑙𝑠 𝑠ℎ𝑜𝑟𝑡𝑒𝑟 𝑡ℎ𝑎𝑛 15 𝑠

Callbacks and IVR time are not included in the calculation. The time limits are 30 and 15
respectively by default, but can also be changed – they are configured per queue.

Setting QoS parameters

This feature is available if you have from Web Management 1.8.1.11714 , AgentService
4.3.224.0 and CompetellaUCServer2013R2-133Setup or later.

You can use the Powershell command Set-CtllaIncomingQueue to set the values 30
(QoSAnsweredBeforeTimeLimit) and 15 (QoSAbandonedBeforeTimeLimit) in the
formula.

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Example script:

Import-Module competella
#check identities of queues:
Get-CtllaIncomingQueue –Tenant Shared

#set limit for one queue:

Set-CtllaIncomingQueue –Tenant Shared -Identity 3f7abf53-02b0-4508-b40a-
997cb2aea517 -QoSAnsweredBeforeTimeLimit 30 -Force
Set-CtllaIncomingQueue –Tenant Shared -Identity 3f7abf53-02b0-4508-b40a-
997cb2aea517 -QoSAbandonedBeforeTimeLimit 10 -Force

Troubleshooting guide

The QM Service log file shows the data received from agent service like this for example:

08:02:24.661 [Debug] QueueStatusChanged(Tenant: evda,ServiceType: CCD, Agent

queue1, 64, 0, 0, 23, sip:abc@abc.ch)
Following is the names of the fields:
QueueStatusChanged({queueInfo}, {queueName}, {numberofLoggedinAgents},
{numberofBusyAgents}, {numberofPausedAgents}, {numberofAvailableAgents},
{queueUri})

TotalQueueCallsChanged5({queueInfo}, {queueName}, {numberofDirectCalls},

{numberofForwardedCalls}, {averageWaitTime}, {averageHandlingTime},
{averageWaitTimeBeforeDrop}, {numberOfCallsAnswered}, {numberOfCallsAbandoned},
{QOS},{maxWaitingTime}, {numberOfCallsDialed}, {NumberOfCallbackRequests},
{NumberOfCallbacks}, {NumberOfEmails})

MaxWaitingTime({queueName}, {waitedTime}, {queueUri})

QueueCallsChanged({queueInfo}, {queueName}, {numberofCallsWaiting},

{averageWaitTime}, {queueUri})

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QualityMonitor API
The data available for the QMClient can also be accessed as an API to get the data for
integration with 3rd-party displays. The data is accessible at
[WebAPI]/QueueMonitorService/Api/queueDataByCompanyId?CompanyId=[Company
GUID]&configurationId=[Configuration GUID],

Where the GUID’s can be found for the tenant/company and configuration in
PowerShell, and the WebAPI is configured as a process attribute for the QMService.
The data is returned in json format.

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