Overview

An overview of measuring tools available in VCC Live.

Logs provide detailed records of your calls, chat and email entries, user activities and status.

Log	Description
CDR	A call detail record. It includes details of all incoming and outgoing call data for a specific project. Data includes details such as caller and called contact’s name, call time and duration, terminated and rejected calls, as well as call voice recordings. See CDR Log.
Chat	Includes all chat data, including transcripts. See Chat Log.
Email	Includes the total number of emails sent, as well as email size, direction, and more. See Email Log.
SMS	Includes the total number of SMS sent, template used, results, calculated costs, and more. See SMS Log.
User Activity	Includes logs for what activities supervisor users have attempted or managed to carry out, including log-in requests, setting updates, deletion of a Robinson list entry, and more. See User Activity Log.
User State	You can keep track of agents’ states to find out, for example, when agents are on a call, use a break code, log in or out, or exceed the allowed break limit. See User State Log.

Monitoring tools enable you to observe and check your calls, users, and quotas.

Monitoring	Description
Inbound Wallboard	You can track current changes in the number of incoming calls. See Inbound Wallboard.
Real-Time Monitoring	You can monitor user status and inbound/outbound calls in real time. See Real-Time Monitoring.
Quota Wallboard	You can track current changes related to your quotas. See Quota Wallboard.

Statistics present quantitative data about your databases, dispositions, calls, and more.

Statistics	Description
Database	An overview of your database. See Database Statistics.
Disposition	An overview of your disposition statistics. See Disposition Statistics.
Global Call	An overview of call statistics for all projects. See Global Call Statistics.
Global Inbound	Reports for all inbound calls, including SLA (time allowed for answering calls), total number of calls, currently queuing calls, picked-up-in-time calls, etc. See Global Inbound Statistics.
Network information	Report for agent connection information including response rates. See Network information.
Project-Specific Call	Includes all outgoing call data for a specific project. See Project-Specific Call Statistics.
Project-Specific Inbound	Includes all incoming call data for a specific project. See Project-Specific Inbound Statistics.
Project-Independent CDR Search	Allows you to search CDR (Call Detail Record) logs. See Project-Independent CDR Search.
Weekly Inbound	An overview of your weekly inbound call statistics. You can also get tips on the ideal number of agents for your project based on recent statistics. See Weekly Inbound Statistics.
Webhook	An overview of recent and ongoing Webhook activities, including global and project-specific requests. See Webhook Statistics.

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