Views and KPIs in Voice Monitor

Once you have been able the access the Voice Monitor via your Voice Center account you will be forwarded to below default view.

Voice Monitor default view on open

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 caller 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.

Voice Monitor contains following views

Total level (always visible)
- This view is based on summarized service pool data and reacts to the selected “Service” filters. User filters do not have any correlation to these KPIs. E.g. in the following view there are 7 service pools in the selection and there is one agents on an average free per service pool.
- Definitions
  - Serving agent: Agents that are currently active in the service pool, are accepting service calls and are available. Talking agents are included.
  - Free agent: Agents that can immediately be allocated to. Agents are free, when they are active in the service pool and are accepting service calls. In addition their availability status must allow service calls to be allocated and they must not be currently talking.
  - Active agent: Agents that are currently active in the service pool and accepting service calls, regardless of their availability or talking status.
- KPIs
  - Serving agents average: average number of serving agents per service pool
  - Active agents average: average number of active agents per service pool
  - Free agents average: average number of free agents per service pool
  - On service call: number of agents currently on service call
  - Average queue length: average queue length calculated from the selected service pools
  - Total queue length: total queue length summarized from the selected service pools
  - Longest wait time: longest waiting time in the selected service pools, IVR time excluded.
  - Number of service pools: number of selected service pools
  - Open callback requests: number of open callback requests

Service pool status
- This view is is based on individual service pool data and reacts to the selected “Service” filters. User filters do not have any correlation to these KPIs. Serving, active and free KPIs follow the same principle definition as in “Total level” -view.
- KPIs
  - Serving: number of serving agents in the presented service pool
  - Active: number of active agents in the presented service pool
  - Free: number of free agents in the presented service pool
  - On call: number of agents in a call in the presented service pool
  - Queue length: queue length in the presented service pool
  - Longest wait time: longest waiting time in the presented service pool

Service pool group status
- This view is based on summarized service pool data and reacts to the selected “Service” 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. Definitions and KPIs follow the same principle as in “Total level” -view.

Service pool location status
- This view is based on summarized service pool data and reacts to the selected “Service” 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. Definitions and KPIs follow the same principle as in “Total level” -view.

User status
- This view is based on individual user status information and it reacts to the selected “Users” filters, such as “Name” or “Location”. Service pool filters do not have any correlation to these KPIs.

Definitions
- Person: name of the agent
- Status: main status of the agent, set automatically by the 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 Voice Monitor
- Status note: status note set by the agent. Example values: “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

Callback list status
- This view is is based on individual callback list data and reacts to the selected callback list filter(s).
- KPIs
  - Open callback requets: number of open callback requests per list
  - Active agents: number of active agents in the presented callback list