Once you have been able the access the BeneVoice Voice Monitor via your BeneDesk Voice Center account you will be forwarded to this below default pageview.
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Update interval for all views is 1 seconds and the latency of the data is approximately 3-5 seconds. In practice this means:
when a person calls to a queue, the event will be visible in the UI in around 3-5 seconds after the event occurred in real-life.
when user updates it’s status, the change will be visible in the UI in around 3-5 seconds after the event occurred in real-life.
BeneVoice Voice Monitor 1.0 BETA contains following views
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Service pool group level status
This view is based on summarized service pool data and reacts to the selected service pool filters. User filters do not have any correlation to these KPIs. The dimension used for summarizing the group level status is based on the service pool grouping / naming, configurable in BeneDeskDesk. Definitions and KPIS follow the same principle as in “Total level” -view.
Service pool location level status
This view is based on summarized service pool data and reacts to the selected service pool filters. User filters do not have any correlation to these KPIs. The dimension used for summarizing the group level status is based on the service pool location naming, configurable in BeneDeskDesk. Definitions and KPIS follow the same principle as in “Total level” -view.
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Definitions
Person: name of the agent
Status: main status of the agent, set automatically by the BeneVoice Voice solution. Example values: “Available”, “Not working / Off-work”, “On call”. Note that depending of the deployment model, such as SalesForce integrated solutions, main status might not be reflected to the BeneVoice Voice Monitor
Status note: status note set by the agent. Example values: “Having lunch”, “On a break”
Status started: time, in local time, of the most recent change in status or status note
Time: time elapsed from the previous change in status or status note
Serving: is the agent in “Serving” -state, Yes / No. “Serving” -state assumes that the agents is assigned to a service pool, is accepting calls and main status is “Available”
Call: is agent currently in a call, presented with a call icon. Empty field means that agent is not currently in a call. If a agent is in a call, but does not have any service pool visible in the service pool -field, call is therefore a direct call
Service pool: service pool name where the agent is currently on call. If the agent is having a direct call, this field is empty
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