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Call Center Guide

This guide is intended for users with Call Center Supervisor user scope, or Office Managers that have a custom Call Center tab. 

 

NOTE: In order to have Call Center Reporting enabled, it must be part of your plan. Eligible plans are only for Enterprise. See all plans HERE.

 

The following will be discussed below:

  • Call Center Home
  • Stats Grid
  • Agents
  • Call Queues
  • Call History
  • Call Center Reports
  • Queue Stats
  • Agent Stats
  • Agent Availability
  • DNIS Stats

Home 

The following is the home screen for the call center.  From this screen you can access all of the new call center features.

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Other tabs within the call center supervisor view:

 

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Stats Grid

The stats grid can be found on the Home Page:

A color-coded stats grid shows the following information: 

  • Green = value accepted.
  • Yellow = value is within the range of your lower threshold.
  • Red = value meets or exceeds your upper threshold.
  • White = no thresholds are configured for the statistic.

 

To edit the stats grid:

  1.  Click the Settings button above the stats grid. The Call Center Savings page appears, with the Stats Grid tab displayed.
  2.  Configure the Lower and Upper Thresholds for the statistics you want to show on the stats grid.
  3. Click the General tab.
  4. Use the Service Level Agreement slider to specify a value that will be used to calculate the Service Level Percentage statistic. This value determines whether a call was answered in an acceptable amount of time (seconds).
  5. Use Filter Stats Grid by Queue to determine whether the stats grid is shown for all call queues or one specific call queue.
  6. Click Save.

 

Agents

Under the Agents tab, you will find the users that have Call Center Agent user scope enabled. You can only manage agents from the queues you manage. You cannot manage other Call Center Supervisors, or Office manager users with that user scope.

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By clicking on the agents name, you can access the user's profile and make changes such as:

  • Profile
  • Answering Rules
  • Voicemail
  • Phones
  • Advanced

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Call Queues

The call queue section will allow you to view and/or modify any details related to the queues and agents in the queues you are managing.

 

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Music On Hold

The Music on hold is the greeting callers will hear when an agent places them on hold. Only wav and mp3 format are compatible.

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Call History

On the Call History page, the system will automatically display a set of filtered Call History showing the User’s Call History as “My Calls”; as shown here:

Picture5.pngTo modify the Call History Filter, click the Filter button on the left side; a pop-up box will load, and you will be able to edit any Filter attribute available. As you can see the call history that is accessible is limited to the queues that are managed and the agents within them.

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Call Center Reports

The portal can generate custom reports about call queues. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This granularity enables call center supervisors to monitor their call center.

To generate call center reports:

  1. On the Call Center Home page, click the Reports tab.

  2. Select a date range.
  3. Use the Type drop-down list to select the type of report you want to generate (see the following sections for more information):
  • Queue Stats
  • Agent Stats
  • Agent Availability
  • DNIS (Dialed Number) Stats
  • Abandoned

Queue Stats

The Queue Stats report allows supervisors to view specific attributes on a queue-by-queue basis based on user-configurable attributes.

The drop-down list shown below allows you to select the information that will appear on the report.

To change the available configuration fields, click the  Table Settings gear from the pop-up. When a list of checkboxes appears, check the fields you want to be displayed and uncheck the ones you want to hide.

You can now select the statistics that you want to be shown on your report. The available options are described below.

NOTE: You can click the checkboxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all of the checkboxes on or off.

Volume (VOL)

The number of calls originating through a Call Queue.

Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH)

The number of calls answered by agents originating through a Call Queue.

Calls Offered (CO)

The number of calls that reached the queue to be dispatched to agents.

Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO)

The adjusted number of calls that reached the queue.

Excludes calls abandoned in less than 10 seconds.

(Calls Offered CO) - (Adjusted Abandoned Calls AAC).

To Vmail

The number of calls handled by the automated voicemail system.

Forwarded

The number of calls forwarded to another queue or off-net phone number for handling.

Includes forwarded calls to voicemail.

Avg Talk Time (ATT)

The average number of minutes spent by agents talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Avg Hold Time (AH)

The average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Service Level (SL)

Percentage of calls answered originating through the queue within 60 seconds. Other time windows are available

Dial Transfers (DT)

Percentage of calls that landed in the queue and were offered to an agent.

Abandoned Calls (AC)

The number of calls that abandoned the queue before being offered to an agent.

Adjusted Abandon Calls (AAC)

Adjusted number of calls that abandoned the queue.

Excludes calls abandoned in less than 10 seconds.

(Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR)

Percentage of calls offered that were abandoned.

(Abandoned Calls AC) / (Calls Offered CO).

Adjusted Abandon Rate (AAR)

 

Percentage of calls offered that were abandoned in under 10 seconds.

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).

Avg Handle Time (AHT)

Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Avg Answer Speed (AAS)

The average time a call is in the queue before being dispatched to an agent.

 

Agent Stats

The Agent Stats report shows various agent statistics over time.

NOTE 1: An additional configuration is required for Inbound, Outbound, and Missed Calls. Please contact our technical support team if you need this added.
 
NOTE 2: You can click the checkboxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all checkboxes on or off.
 

Calls Handled (CH)

The number of calls answered by an agent originating through a Call Queue.

Avg Talk Time (ATT)

The average number of minutes spent by an agent talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Avg Hold Time (AH)

The average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Avg Handle Time (AHT)

Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Logged in Hours (LI)

Total time an agent status is set to Online.

Talking Time(TT)

Number of minutes spent by an agent on answered calls originating through a Call Queue

Available (AM)

Total time an agent is available for calls.

Includes time Logged In/Online status.

Excludes Break, Lunch, Meeting, Unavailable, Web, and Other statuses.

Unavailable (UM)

Total time an agent is not available for calls.

Includes time Logged Off/Offline Status, Break, Lunch, Meeting, Web, and Other statuses.

Excludes Available.

Lunch (L)

Total time an agent status is set to Lunch. 

Break (B)

Total time an agent status is set to Break. 

Meeting (M)

Total time an agent status is set to Meeting. 

The Web (W)

Total time an agent status is set to Web. 

Other (O)

Total time an agent status is not Available, Break, Lunch, Meeting, or Web.

Outbound Attempt (OATT)

The number of outbound call attempts by an agent.

Excludes on-net calls and conference calls.

Outbound Answered (OANS)

The number of outbound calls by an agent answered by a remote party.

Includes calls answered by voicemail.

Excludes on-net calls and conference calls.

Outbound Minutes (OM)

The number of minutes spent by an agent on outbound calls.

Excludes call center calls, on-net calls, and conference calls.

Outbound Average (OAvg)

The average length of time spent by an agent on outbound calls.

Excludes call center calls, on-net calls, and conference calls.

Inbound Answered (IANS)

The number of inbound answered calls to an agent.

Includes call center calls.

Excludes on-net calls and conference calls.

Inbound Minutes (IM)

The number of minutes spent by an agent on inbound calls.

Includes call center calls.

Excludes on-net calls and conference calls.

Inbound Average (IAVG)

The average length of time spent by an agent on inbound calls.

Includes call center calls.

Excludes on-net calls and conference calls.

Missed Call (MC) The number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls. (added in v36)

 

Agent Availability

The Agent Availability report shows the availability of agents in the domain or in a department within a domain. You choose the values that are to be graphed from the following options:

 

When configured, and when agents have been signing in and out, supervisors can see an agent availability display similar to the following.

 

 

DNIS Stats

The DNIS stats report shows information based on the Dialed Number Identification Service (DNIS).  DNIS is a telephone service that informs the receiver about a call that the caller dialed. DNIS is a common feature of 800 and 900 services. If you have multiple 800 or 900 numbers to the same destination, the DNIS tells you which number was called.

 

NOTE: You can click the checkboxes in the 1st column for DNIS statistics to graph them individually; as shown in the above screenshot with the different colored rows. Also, clicking on the 1st column header (the bar graph icon) will toggle all of the checkboxes on/off.
 

Call Volume (VOL)

The number of calls originating through a Call Queue.

Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH)

The number of calls answered by agents originating through a Call Queue.

Calls Offered (CO)

The number of calls that reached the queue to be dispatched to agents.

Includes abandoned calls.

Excludes forwards and voicemail.

Adjusted Calls Offered (ACO)

The adjusted number of calls that reached the queue.

Excludes calls abandoned in less than 10 seconds.

(Calls Offered CO) - (Adjusted Abandoned Calls AAC).

To Vmail (VM)

The number of calls handled by the automated voicemail system.

Forwarded (FWD)

The number of calls forwarded to another queue or off-net phone number for handling.

Avg Talk Time (ATT)

The average number of minutes spent by agents talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Avg Hold Time (AH)

The average time a caller spends on hold with an agent.

Excludes waiting time in the Call Queue.

% Service Level (SL)

Percentage of calls answered originating through the queue within 60 seconds. Other time windows are available.

% Dial Transfers (DT)

Percentage of calls that landed in the queue and were offered to an agent.

Abandoned Calls (AC)

The number of calls that abandoned the queue before being offered to an agent.

Adjusted Abandon Calls (AAC)

Adjusted number of calls that abandoned the queue.

Excludes calls abandoned in less than 10 seconds.

(Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR)

Percentage of calls offered that were abandoned.

(Abandoned Calls AC) / (Calls Offered CO).

Adjusted Abandon Rate (AAR)

Percentage of calls offered that were abandoned in under 10 seconds.

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).

Avg Handle Time (AHT)

Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Avg Answer Speed (AAS)

The average time a call is in the queue before being dispatched to an agent.

Available Minutes (AM)

Total time an agent is available for calls.

Includes time Logged In/Online status.

Excludes Break, Lunch, Meeting, Unavailable, Web, and Other statuses.

 

Abandoned Calls

The Abandoned Calls report shows call center graphs for abandoned calls, organized by individual queues. Time is measured along the x-axis and the number of calls abandoned is measured along the y-axis. All of the abandoned calls for the queue appear below the graph, along with statistics about each individual call.

 

NOTE: In order to have Call Center Reporting enabled, it must be part of your plan. Eligible plans are only for Enterprise. See all plans HERE.

 

If you have any questions, please contact our support team at 786-718-1820 option 1, or create a support ticket by sending an email to support@activepbx.com 

 
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