Call Center - Monitoring and Reports

Overview
Rules
Home Screen
Call Center Reports

Overview

The LineOne Call Center solution provides monitoring tools and reporting capabilities for a typical contact center. This capability is accessed in the PBX Portal when logged in using the Call Center Supervisor role.

The Call Center Supervisor Home page displays statistics and reports related to the call queues a supervisor manages. When configured, the Stats Grid displays custom statistics for your call center and uses color coding (green to red) based on lower and upper thresholds you define.

Definitions

Call Center Supervisor Scope – An access level of the PBX Portal typically assigned to a Call Center Supervisor.

Home Page / Dashboard – The first screen displayed when logging into the PBX Portal with Call Center Supervisor scope (also visible to higher roles).

Stats Grid – The custom statistics displayed on the Home page that can be configured with lower and upper thresholds.

Lower Threshold – When reached, the statistic turns yellow. This value should generally be lower than the upper threshold (except for SLA thresholds). If left blank, yellow triggers at 70% of the upper threshold.

Upper Threshold – When reached, the statistic turns red. This value should generally be higher than the lower threshold (except for SLA thresholds).

Service Level Agreement (SLA) – Determines whether calls are answered within an acceptable time (in seconds). Used to calculate Service Level percentage.

Rules

Call queues can be configured and modified only by users with a scope of Office Manager / Call Center Supervisor or higher.
Agents can only be added after a call queue is created.
Call queues can contain both on-net and off-net agents.
Call queues must have a numeric “name.”
Only online agents can be part of an active queue.
If an agent’s device is not registered, the agent is considered offline.
Icon colors represent agent status: grey = offline, green = online, red = online and currently on a call.
Agents who belong to multiple queues can prioritize one queue over another.
Agents can indicate reasons for availability/unavailability (Logged In, Lunch, Break, Meeting, Web, Other).

Home Screen

The following is the home screen for the Call Center Supervisor. From this screen, you can access all contact center features.

The most prominent aspect of the Call Center Supervisor Home page is the Stats Grid, which summarizes key metrics in a simple format.

CW	Calls Waiting
AWT	Avg Wait Time
AHT	Avg Handle Time
ABN	Abandon Rate
CA	Calls Answered
CV	Call Volume

To edit the Stats Grid, click the Settings button above the Stats Grid panel.

A modal opens with two tabs. Under Stats Grid, you can configure lower and upper thresholds for the statistics displayed.

Under the General tab, you can configure the Service Level Agreement (SLA).

The SLA allows you to track whether a call was answered in an acceptable amount of time (seconds), which is used to calculate the Service Level percentage.

The Filter Stats Grid by Queue dropdown lets you view the Stats Grid for a single queue.

Call Center Reports

The portal can generate reports for the contact center as a whole, by queue, or by agent. Reports provide a graphical overview of selected metrics over a specified time range.

To view reports, click the Reports tab from the call center home screen.

Select a date range and report type. Options include: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, and Abandoned.

For metric abbreviations and definitions used across reports (Queues and DNIS), see: Definitions and Abbreviations .

Queue Statistics

Queue Statistics lets supervisors view queue metrics on a queue-by-queue basis. The visible metrics are configurable within the report.

You can select which metrics to graph using the dropdown on the left side of the report window.

To change which fields appear in the dropdown, select the Table Settings gear icon to open the list of available fields.

Select the statistics you want to show on the report. You can graph metrics individually by using the checkboxes.

Agent Statistics

Agent Statistics displays agent performance metrics over time and compares them across agents.

You can graph statistics individually using the checkboxes. Clicking the bar-graph icon in the header toggles all selections on/off.

Agent Availability

Agent Availability generates a graphical report of agent states over time (domain-wide or by department).

After agents have been signing in and out, you’ll see an availability display similar to the following:

Dialed Number Statistics (DNIS)

The system can generate graphs based on Dialed Number Identification Service (DNIS). DNIS identifies which number a caller dialed. This is commonly used when multiple numbers route to the same destination.