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Renders calls taken by the pertinent selected Agent(s) over the specified date interval as a stacked bar chart or tabular format. Hovering over any segment of the individual bars (date grouping) will provide stats relative to that single Agent and the date grouping in the bar chart counterpart. The tabular format forms a hierarchy of Agent=>Queue=>Date Grouping. To summarize the agent calls, it is recommended to simply adjust the date interval Zoom Level until there is one row per agent:queue:date grouping. 

The calls plotted only factor in calls Agents have answered or placed and do not represent calls the agent was offered but missed. The visualization uses a logarithmic scale on the y-axis to prevent very small values from being imperceptible when plotted with very large values. 

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Status Activity

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Whereas the Status Activity reporting above summarizes Agents' presence in Flow, Status Inspection reports provide a means of viewing individual status changes relative to the pertinent Agent(s) and Flow Status(es). These reports are commonly used to identify pattern bad behavior such as agents who may be transferring callers rather than addressing them (e.g.: very short Talking status durations), Agents who are not attentive and are missing calls offered to them (e.g.: Redirect statuses with long durations indicating the Agents themselves are not aware they missed a call), and Agents taking longer than standard Break or Lunches; to name a few examples.

The Status Durations are heat mapped to visually give an idea of whether or not particular instances are on one extreme or the other. This heat mapping is most effective when doing focused exploration on a particular Agent and a particular status. Agent Status Durations are measured in minutes.

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Agent Redirects

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Plots Agent Redirects (offered calls that are not answered by the Agent) as a bar chart per agent over the specified date interval. While a tabular format may be easily portable to other tools, a visual analysis makes it clear very quickly which Agents have a distinct pattern of not answering offered calls. Like most other reports, the date grouping can be adjusted through zoom level to analyze more localized periods when problem Agents are not responding to calls.

The total number of redirects per Agent are plotted as a Total over the full interval to assist in qualifying the severity of pattern behavior. Do note that exporting this report to Excel (Crosstab) will contain all the same data as rendered if a tabular format is needed or further external analysis needs to be performed or integrated elsewhere.

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Redirect Details

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Presents each individual instance of Agent Redirect in tabular format. Each Agent Redirect is heat mapped to indicate how long the Agent was Redirected before recovering and able to receive inbound Queue calls again. The heat mapping is relative only to all Redirects rendered, and not tied to an arbitrary scale to evaluate duration. e.g.: an Agent Redirect in which the Agent took 5 minutes to recover will be the darkest shade compared to an Agent Redirection that took 10 seconds to recover that occurred within the same date interval specified.

No aggregation of Agent Redirections or analysis of Redirection durations, Redirect counts, etc. are performed in this report. Redirect durations are measured in minutes.

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Talk Time

Queue Assignment

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