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Platform Elements

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Calls overview - Classic Display

The Calls overview displays all Call Statistics and Dialogue Details from the chosen UCC.

Behavior

Item

Description

Accepted (Green circle)

Number of accepted conversations today

Can be altered in the settings

Answer in 30s

Number of accepted conversations today with a queue time shorter than 30 seconds

In a Call

Number of active accepted conversations

Missed (Red circle)

Number of missed conversations today (with a Skill)

Can be altered in the settings

Quickdrop in 5s

Number of missed conversations today with a queue time shorter than 5 seconds

Can be altered in the settings

AVG Decline

Average queue time of the missed conversations

Queue Time (Turquoise circle)

Average queue time of the accepted conversations

Can be altered in the settings

Longest wait

Longest Queue time of the accepted conversations today

Calls waiting

Number of active conversations in the queue

<20 sec

Number of accepted conversations today with a queue time shorter than 20 sec

< 2 min

Number of accepted conversations today with a queue time shorter than 2 minutes

SLA (Blue Circle)

[< 20 sec]/ ([Accepted Today]+[Missed Today])

 

Note that the Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).

For this reason the data will not always be one-on-one the same.

Differences:

  • Dialogue Intelligence distinguishes between Missed and QuickDrop, Snapper combines them as Missed.
  • Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Snapper combines them.
  • Dialogue Intelligence distinguishes between Hunts and Forwards, Snapper combines them.

 

Dialogue details

The tab pages under the Call Statistics display call details from the dialogue queues. Agents can take calls directly from the waiting queue. Supervisors have the option to join conversations (listen, whisper, and speak mode) from connected calls.

Example filter: Show Audio, Chat and Autonomous Dialer in IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent..

Example filter: Show Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in Queue.

Example Action (Agent):

  • Take = Take the call directly from the queue.

Example filter: Show Audio, Chat. Email, Campaign Dialer and Autonomous Dialer connected.

Example Action (Supervisor only):

  • Listen: Supervisor can join a conversation silently

  • Whisper: Supervisor can join a conversation in whisper mode

  • Speak: Supervisor can join a conversation in talk mode

Example filter: Show Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in QM.

 

Filters

In a busy contact center you want to specify which data your would like to see. In every tab (IVR, Waiting, Connected and Quality) you can filter the columns to only show the data you would like to see.