Views, navigation and controls

Visibility of the views

Visibility is based on licensing, so only some views are visible for you

• Customers with Voice Analytics (S/M/L/XL)

  • All views

• Customers with Voice Analytics Light

  • Dasbhoard

  • Favorites

• Customer with legacy user based pricing model

  • Depends on the licensing.

Navigation

Navigation buttons for moving between different views:

Open

 

Dashboard

Main view which is also the landing page. Includes collection of main KPIs and trends.

Open

Calls

Inbound - view for analysing all inbound call traffic, including service calls and direct calls to users.

Outbound - view for analysing outbound call traffic. If call has been made showing pool number (service queue) as a caller number, these calls are being reported under service queue. Calls made showing users own number are reported under Direct Calls.

Efficiency - view for analysing service calls / queue performance. Direct calls are not included in the view.

Service call flow - view for analysing call flow between different queues.
It is important not to filtert oo much, because then the view may not show what you want. For example, if you filter by “First service pool”, only calls where that pool (Service queue) was the first will be seen.

Call handling - view for analysing callback flow, requests and attempts.
This view does not correlate with outgoing calls, but only reports how the callback case is classified by the user when handling the case (Closed, Not Answered, Busy, etc.)
If callbacks are handled in other tools than Enreach Voice -tools, this view is irrelevant.

Classification - view for analysing call clasification statistics.
If calls are classified in other tools than Enreach Voice -tools, this view is irrelevant.

Call routing

Efficiency - view for analysing smart routing performance.
If smart routing is not in use, this view is irrelevant.

Users

Details -view for analysing user perfomance.

Availability - view for analysing user availability / state.

Favorites - view for custom collection of different charts / tables which can be selected from all the above views.

If some of the views are not visible, user does not have necessary licenses for all the view(s). Please Enreach Support for further information.

Controls

Data aggregation level, monitoring -view for limiting the data into the the latest day and customization function for the dashboard -view.

• Data aggregation level - this function can be used for changing the data aggregation level in charts containing time axis, from 15 minutes time frame to yearly level. If customer has selected the option to update data only once per day and not hourly, only hourly level aggregation is available.

• Monitoring - this button selects the running day and changes the time granularity to 15 minute intervals. This is only available for customers with hourly data updates.

• Customize - this button allows the users to edit the order of the charts in the dashboard -view and also remove or add charts. This setting is saved per individual user.

Bookmarks, language selection, help and logged in user details.

Filter pane and different categories of filters

• Filter pane can be hidden and opened from the top left icon.

• Moving between the filter categories can be done by clicking the category icon (e.g. calendar filters)

Dimension configuration related functions

• Some of the views contain possibility change the dimension used in the charts. For example, if table contains information on person -level, it can be changed to display the information on e.g. team level in the Users / details -view.

“Within chart” -functions

• Every chart and table, except int the dashboard -view, includes following control functions

  • Chart info text (“?” -icon)

  • Add as favorite - chart will be visible in the favorites -view (“heart” -icon)

  • Export chart or table data to excel (“x” -icon)

  • Maximize the chart or table to full view.