Contact logs every agent’s activity from login to logoff, and every call, email, webchat user interaction, DTMF keypress and database interaction, from which it derives a comprehensive set of statistics and reports.
The statistics are available (in near real time) through the web interface and are useful for queue visualisation, KPI monitoring, agent performance monitoring, and data analysis (such as understanding call-resolution reasons and IVR tree optimisation).
Wallboards #
Note: Wallboards are a licensable feature of the system.
The statistics can be displayed as graphs, charts and figures on a customisable company wallboard, which provides a constantly updated snapshot of the events occurring on the system, providing a simple, at-a-glance performance check. A company can have multiple wallboards to allow different statistics to be displayed in different places, for example, statistics for queue 1 are displayed on the screen that is nearest to queue 1’s agents and statistics for queue 2 are displayed on the screen that is nearest to queue 2’s agents.
The different formats in which key performance statistics can be shown are known as widgets. One or more of the following widgets can be used:
- Bar graph
- Line graph
- Number
- Pie chart
- Table
The widget type(s) available for each statistic depend on the type of statistic.
Note: For percentage-metric widgets, “banker’s rounding” is used. This algorithm (which is also known as “round half to nearest even”) rounds numbers to the nearest even integer when the fraction part is exactly 0.5. For example, 127.5 rounds up to 128, -55.5 rounds up to -56, 0.5 rounds down to 0. The algorithm minimizes the expected error when summing up the rounded value. For others numbers (such as 54.3, 56.7, etc), the normal rounding algorithm is applied.
Administrators with the Themes: Modify privilege can specify the colours used for wallboard widgets (System > Themes > Colours).
The colours used for widgets for which the statistics are tied to company KPIs can also be defined, so that when configured limits for statistics are reached, the corresponding widget changes colour.
Note: Not all wallboard statistics are tied to KPIs.
Statistics updates are either live or historic. Live statistics are updated in near real time. Historic statistics are updated over a specific period (hours/day/week/month).
Note: In general, statistics updates for a particular item (for example, a call queue or an agent) are sent to the user interface almost immediately after the statistics data in question has changed. However, there is an exception to this. To avoid sending out a large number of updates for frequently-changing statistics items (for example, a very busy call queue), the rate at which updates are sent on a per-item basis is limited. For live data such as the current number of calls in a queue, updates are sent out no more frequently than once every five seconds. For historic data such as the number of calls completed today, updates are sent out no more frequently than once every 30 seconds.
The following statistics can be displayed as widgets:
| Statistics for… | Type | Details | KPI | Updates |
| Company Summary | Company calls today | Total calls today for the company | None | Historic |
| Average talktime today | Average talktime for calls handled by agents today for all call queues across the company (or call queues selected within the company). This includes all call types (inbound, outbound, callbacks, etc). You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | None | Historic | |
Inbound calls today | Total inbound calls today for all call queues across the company (or call queues selected within the company). This includes both answered and unanswered calls. You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | None | Historic | |
| Average call wait time today | Average wait time for calls received today for all call queues across the company (or call queues selected within the company). The wait time is measured from when each call joined the queue to when each call was connected to the first agent. You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | None | Historic | |
| Unconnected calls today | Total unconnected calls today for all call queues across the company (or call queues selected within the company). Unconnected calls are calls that either were not connected to an agent or did not reach another connected endpoint, such as an external contact centre or voicemail. You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | None | Historic | |
| Answered inbound calls today | Total inbound calls that were answered today for all call queues across the company (or call queues selected within the company). Answered inbound calls are inbound calls that were connected to an agent. You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | None | Historic | |
| Current queued calls | Total inbound calls currently queued for all call queues across the company (or call queues selected within the company). Only calls that have not yet been answered are included. Calls that are active with agents are not included. You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | None | Live | |
| Current calls with agents | Total calls (both inbound and outbound) currently with agents for all call queues across the company (or call queues selected within the company). Only calls that have been answered (active with agents) are included. Queued calls are not included. You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | None | Live | |
| Current longest wait time | The wait time for the longest waiting inbound call currently queued for all call queues across the company (or call queues selected within the company). The name of the call queue with the current longest wait time for a call is also shown. You can filter on specific call queues within the company (see Filtering the call queues for Company Summary widgets). | Service Level Target | Live | |
| Service number | Answered and unanswered calls last two hours/yesterday/last week/this month/last month | Total inbound calls | None | Historic |
| Calls rate last two hours/yesterday/last week/this month/last month | Total inbound calls | None | Historic | |
| Average wait today/this week | Displayed in seconds | None | Historic | |
| Unreturned calls today | Dropped calls (callers who hung up while waiting to be connected) that have not yet been called back. This does not include dropped calls where a call from the same number has been connected since the dropped call or where there has been a successful call to the number since the dropped call. All calls must be on the same day. | None | Historic | |
| Calls today/this week | Gross calls, net calls, net threshold, net average length, queued, connected, availability | None | Historic | |
| Calls times today/this week | Net calls, average call length, average wait time, average talk time, total call lengths, total wait times, total talk times | None | Historic | |
| Calls today/this week (by queue) | Total calls, connected calls, dropped calls, availability | None | Historic | |
| Call times today/this week (by queue) | Connected calls, average talk time, total talk time, maximum talk time | None | Historic | |
| Call wait times today/this week (by queue) | Total calls, average wait time, total wait time, maximum wait time | None | Historic | |
| Dropped calls today | Total calls dropped before being connected to either an agent or a destination | None | Historic | |
| Answered calls today/this week | Total answered calls, percentage answered | None | Historic | |
| Unanswered calls today/this week | Total unanswered calls, percentage unanswered. | None | Historic | |
| Call Queue | Availability today/this week | Calls to queue, percentage connected | None | Historic |
| Service level today/this week | Calls connected, percentage met target | Service Level Warning Threshold | Historic | |
| Average wait today/this week | Displayed in seconds | Service Level Target | Historic | |
| Average talk time today/this week | Di splayed in seconds | Call Time Target | Historic | |
| Call times today/this week (by agent) | Connected, average call length, maximum length, average talk time, maximum talk time, average ringing time | None | Historic | |
| Calls today/this week (by agent) | Calls, connected, dropped, missed, availability, average talk time, average ring time | None | Historic | |
| Inbound calls today | Total inbound calls | None | Historic | |
| Outbound calls today | Total outbound calls | None | Historic | |
| Unconnected calls today | Total number of calls not connected to agent or did not reach another connected endpoint (such as an external contact centre or voicemail) | None | Historic | |
| Current | Queued calls Queue service level Queue availability Queue longest wait time Calls with agents | – Caller Queue Warning Threshold – Service Level Warning Threshold – Availability Warning Threshold – Service Level Target – None | Live | |
| Email queue | Emails handled today/this week | Total emails | None | Historic |
| Average time spent in queue today/this week | Displayed in hours, minutes and seconds | None | Historic | |
| Average time spent with agent today/this week | Displayed in hours, minutes and seconds | None | Historic | |
| Service level today/this week | Emails handled, percentage met target | Service Level Warning Threshold | Historic | |
| Current | Queued emails, emails with agents, queue service level, queue availability | Service Level Warning Threshold Availability Warning Threshold | Live | |
| Chat queue | Chats handled today/this week | Total chats | None | Historic |
| Average time spent in queue today/this week | Displayed in hours, minutes and seconds | Service Level Target | Historic | |
| Average time spent with agent today/this week | Displayed in hours, minutes and seconds | Chat Response Time Target | Historic | |
| Service level today/this week | Chats connected, percentage met target | Service Level Warning Threshold | Historic | |
| Current | Queued chats, chats with agents, queue service level, queue availability | Service Level Warning Threshold Availability Warning Threshold | Live | |
| Live status | Agents | Agents overview: dial attempts, availability today, average talk time today, current status, current status length Filters can be applied to this widget (see Filtering the Agents Overview widget). | None | Live |
| Queues | Agents available External destinations available Calls in queue Calls with agent Average wait time Longest wait time Average talk time Service level Availability | – None – None – Caller Queue Warning Threshold – None – Service Level Target – None – Call Time Target – Service Level Warning Threshold – Availability Warning Threshold | Live | |
| Email queues | Emails in queue Emails with agent Total time spent in queue Average time spent in queue Total time spent with agents Average time spent with agents Intermediate response Service level Availability | – Email Queue Warning Threshold – None – None – None – None – None – None – Service Level Warning Threshold – None | Live | |
| Chat queues | Chats in queue Chats with agents Average chats per agent Average time spent in queue Average time spent with agents Total time spent in queue Total time spent with agents Service level Availability | – Chat Queue Warning Threshold – None – None – Service Level Target – Chat Time Target – None – None – Service Level Warning Threshold – Availability Warning Threshold | Live |
Note: The statistic for Agents available is displayed in the format: x/y/z, where:
- x is the total number of available agents.This number does not include either agents who are currently handling calls or who are in the process of being rung, as these agents are no longer available.Note that, if additional agent groups have been assigned to the call queue so that calls held in this queue may be presented to them when certain (configurable) queue criteria are met, the additional agents will be added to this count.
- y is the total number of active agents.This is the total number of agents who are logged in to the system. Their current status has no effect on this count, even if they are on a break.
- z is the total number of agents who are assigned to the call queue.This count includes all agents + any additional agents in “fallback” agent groups that have been assigned to the call queue.
Call queue KPIs are configured under Call Handling > Queues > KPIs
Email queue KPIs are configured under Email > Email Queues > KPIs
Chat queue KPIs are configured under Chat > Chat Queues > KPIs.
Profiles are supported within companies. Each company administrator can assign a Wallboards profile to a user login to define which wallboards (and therefore which sets of statistics for the company) the user can see. The Wallboards profile may permit the user to see all of the company’s wallboards or only some of them.
Roles can also be assigned to user logins. Each role can have a Wallboards privilege associated with it that permits or prohibits access to the wallboards used by the Contact.
Related topic: Managing wallboards