Once you have been able the access the BeneVoice Monitor via your BeneDesk account you will be forwarded to this default page
BeneVoice 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 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 Monitor 1.0 BETA contains following views
Total level (always visible)
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. 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
Service pool level status
Service pool group level status
Service pool location level status
User level status
