Real Time Monitoring
The Real-Time Monitoring interface enables you to get an insight into your daily operations, such as the status of your agents and your inbound and outbound activities. You can also listen to ongoing conversations, talk to an agent without the customer hearing, transfer agents between projects, or change the agents’ status.
Table of Contents
- To Access the Real-Time Monitoring Interface
- Filtering Options
- Changing User Status or Project Remotely
- To Transfer Agents Between Projects
- Actions Menu Options
- Real-Time Monitoring Overview
- Users
- Outbound
- Inbound
To Access the Real-Time Monitoring Interface
- From the VCC Live menu, select Monitoring > Real-time monitoring.
Filtering Options
The filtering options allow you to filter data in the Users pane.
| Filtering Option | Description |
|---|---|
| User | Filters Users by username or name. |
| Project | Filters Users by project. The drop-down list displays only those projects in which there are currently agents logged-in. Examines both primary and secondary logins. |
| Team | Filters Users by Team name. |
| Status | Filters Users by agent status. |
| Type | Filters Users by user type (admin or agent). The drop-down list displays only those user types which is used by at least one of the currently users logged-in. |
Changing User Status or Project Remotely
The Change status or project function enables you to remotely log off or change the status of agent users, as well as transfer them between projects. When transferring agent users between projects, only those projects are displayed that a user is assigned to. hen an agent user that you want to transfer is using a break code, the transfer will take place once the user returns from AUX. If an agent user is in Unavailable state, the transfer won’t take place.
For details about how to change the agents’ status, see Changing Agent Status.
To Transfer Agents Between Projects
- From the VCC Live menu, select Monitoring > Real-time monitoring
- From the Change status or project drop-down list, select the Move agent(s) to another project option.
Tip: When switching agents’ projects, you may send them a pop-up message with a previously set up message.
Actions Menu Options
The Actions menu provides additional interfaces as well as options to interact with users and calls.
| Action | Description |
|---|---|
| Chart | Displays a graphical chart of three selected projects, featuring the number of ongoing calls, logged-in agents, calls initiated, and recently dropped calls. |
| Help | Opens user guide. |
| Send message | Allows you to send a message to the selected agents. The message is displayed as a pop-up information dialog to the users. The users cannot reply to this message. The messages you send can be saved. |
| Monitor call | Allows you to listen to ongoing conversations. See Silent Coaching and Whispering. |
| Tutor mode | Allows you to listen to ongoing conversations as well as talk to the agents without the customer hearing. See Silent Coaching and Whispering. |
| Conference | Allows you to join ongoing conversations. See Silent Coaching and Whispering. |
Real-Time Monitoring Overview
Users
| Former name | Name | Description |
|---|---|---|
| Listen | Listen In | Enables you to listen into ongoing phone conversations, talk to an agent without the customer hearing (Tutor mode), or take part in the phone call (Conference). To use the function, mark the radio button beside the name of the agent, then select the relevant option from the Actions menu. |
| Name | Name | The user’s full name (The value displayed in the Name field of the user’s datasheet). |
| Username | Username | The username set up for the user. |
| Name of team | Team | The team the user is assigned to. |
| Status | Status | The user’s status. (Available, Unavailable, In call, Afterwork, etc.) |
| Elapsed time | Time Spent in Status | The time the user has spent in their current status. |
| Effective project | Current Project | The project the agent is currently working on. If the agent works on multiple projects at the same time, the effective project equals the primary project for outbound calls and secondary project for inbound calls. |
| Effective project ID | Current Project ID | The current project’s identifier number. |
| Caller number | Source | The phone number the call was initiated from. |
| Called number | Destination | The phone number the call was initiated towards. |
| Phone number label | Phone Number Label | The phone number’s label. You can edit phone number labels on the Phone numbers interface. |
| Direction | Direction | The direction of the call. (Inbound or Outbound). |
| Primary project | Primary Project | The agent’s primary project. |
| Primary project ID | Primary Project ID | The primary project’s identifier number. |
| Secondary projects | Secondary Projects | The agent’s secondary project. |
| Secondary project IDs | Secondary Project IDs | The secondary projects’ identifier numbers. |
| Version | Software Version | The version of the VCC Live software currently installed. |
| IP address | IP Address | The IP address of the user. |
| Queue | Queue | The queue from which the client was connected to the agent. |
Outbound
| Former name | Name | Description |
|---|---|---|
| Project | Project | Name of the project. |
| Project ID | Project ID | Project’s identifier number. It is generated when a project is created. |
| Dialer | Dialing Mode | The dialing mode that was used to initiate the call. For the Predictive dialing mode, it also displays the predictive dialer submodes to indicate how optimal the dialer configurations are. (Submodes: Predictive-Power: The number of active agents drops below the threshold set in the Agent limit field. Predictive-Static: The number of active agents are sufficient for the current configuration, but the number of successful calls in the period is insufficient. Predictive-Adaptive: The current configuration is optimal, based on the number of agents and calls initiated.) |
| DB size | Database Size | Number of records in the project’s database. |
| DB state (%) | Database Utilization (%) | Percentage of handled records in the database, in other words: percentage of Finished records from the Database Size (“Database Size” – “Available to Call”) / “Database Size”. |
| Available to call | Available to Call | Records still to be called that have anything apart from a Finished disposition. |
| Instantly callable | Instantly Callable | Number of records available to be called at a given moment. The system considers next_contact, which is then handled by the dialer. Callbacks that already belong to agents, Dropped calls, and voicemail are excluded. |
| New or Not handled by agent | New or Not Handled by Agent | Records that have not been called yet, or have been called but were not handled by any agent. |
| Calls needed | Calls needed | Number of calls required to be initiated in order to keep all agents in Call status. The value is calculated by the Predictive Dialer algorithm. |
| Calls in progress | Calls in progress | Number of calls in progress. (Handled by the Dialer algorithm, not yet assigned to an agent.) |
| Calls initiated | Initiated Calls | Calls being initiated by the Dialer algorithm. |
| Dropped | Dropped Calls | The number of calls that have been recently dropped. It is recommended to monitor this number for an extended period of time (at least for 5 to 60 minutes) to get a better understanding of overall performance. |
| Dropped ratio (%) | Dropped Calls (%) | Percentage of initiated calls that were recently dropped. It is recommended to monitor this number for an extended period of time (at least for 5 to 60 minutes) to get a better understanding of overall performance. |
| Connected calls | Connected Calls | Number of recently connected calls. (The call has been answered and connected to an agent.) It is recommended to monitor this number for an extended period of time (at least for 5 to 60 minutes) to get a better understanding of overall performance. |
| Connection ratio (%) | Connection Ratio (%) | Percentage of initiated calls that have been recently connected. It is recommended to monitor this number for an extended period of time (at least for 5 to 60 minutes) to get a better understanding of overall performance. |
| Failed calls | Failed Calls | Number of initiated calls that have been recently allocated an Unavailable or Temporarily Not Available disposition. It is recommended to monitor this number for an extended period of time (at least for 5 to 60 minutes) to get a better understanding of overall performance. |
| Unavailable | Unavailable | Number of calls that have been recently allocated a Unavailable disposition. It is recommended to monitor this number for an extended period of time (at least for 5 to 60 minutes) to get a better understanding of overall performance. |
| Temporary not available | Temporarily Unavailable | Number of calls that have been recently allocated a Temporarily Not Available disposition. It is recommended to monitor this number for an extended period of time (at least for 5 to 60 minutes) to get a better understanding of overall performance. |
| Total (A) | All Agents | Number of agents logged in to the project. |
| AUX (A) | Break | Number of agents in Break status. |
| Call (A) | In Call | Number of agents in Call status. |
| Available (A) | Available | Number of agents in Available status. |
| Waiting for Callback (A) | Waiting for Callback | Number of agents in Waiting for Callback status. |
| Afterwork (A) | Afterwork | Number of agents in Afterwork status. |
| Prework (A) | Prework | Number of agents in Prework status. |
| Custom call | Custom Call | Number of agents in Custom Call status. |
| In Email | Number of agents in Email status. |
Inbound
| Former name | Name | Description |
|---|---|---|
| Project | Project | Name of the project. |
| Project ID | Project ID | Project identifier number. It is generated when a project is created. |
| Calls in progress | Ongoing Calls | Number of calls in progress. Includes all calls that reached the client’s phone number (Before Queue + in Queue Within SLA + In Queue After SLA + At Agent). |
| Before queue | in the IVR | Number of calls in the IVR, before entering a queue. |
| Max time in queue | Longest Waiting Time | Maximum time a currently-waiting customer has spent in a queue. |
| In queue in time | In Queue Within SLA | Number of calls in the queue within the SLA. |
| In queue out of time | In Queue After SLA | Number of calls in the queue that exceeded the SLA. |
| After customer waiting limit | Exceeded Warning Threshold | Number of clients who exceeded the Customer Waiting threshold set in Inbound settings. If the threshold is exceeded, then the system sends an alert that there is someone in Queue with no assigned agent. |
| At agent | At Agent | Number of calls connected to agents. |
| Transferred | Being Transferred | Displays transferred calls. (The value is only displayed once the calls are transmitted in attended transfer or after the transfer completed during normal transfer. If a transfer hasn’t reached yet the agent within the inbound processes, it displays a blank value.) |
Tip: Add or remove additional information columns by using the
button.
button.
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