Call Centre

Call Centre

The Homepage consist of your application selection at the top and widgets that display information regarding the domains activity as seen in figure 2.3 below.

What are the Key Call Center Features?

Queue Routing

  • Standard IVR with unlimited levels and options for multiple entry points
  • Multi-language support
  • Source-based routing for predictive needs
  • Time-based routing
  • Unlimited number of queues per platform

Queues

  • Linear queue support
  • First available queue support
  • Advertisements and queue message support
  • Music-on-hold
  • Queue statistics for administration
  • Agents can be in multiple queues at the same time with skills-based routing
  • Queue callback (callers can request a callback, leave their number, and receive a call back by the first available agent)

Call Center Agent

  • Log in and log out
  • Record call dispositions into each CDR
  • Categorize calls
  • View their active calls
  • View call history
  • View all entries in all queue pertaining to them

Available Statistics

The following statistics can be run on a Queue/Skill, Agent, or DNIS.

Parameter Description
Call Volume Overall calls per queue, including calls that never made it all the way through the auto attendant.
Calls Handled Number of calls per queue that were answered.
Calls Offered Number of calls that landed in the queue.
Calls to Vmail Number of calls that landed in Vmail after not being answered.
Calls forwarded Number of calls the queue could not handle in the allotted amount of time and were forwarded on.
Adjusted Calls Offered (Number of calls offered) – (# Number of calls abandoned in < 10 seconds).
Average Talk Time Average time agents spent talking to customers, excluding hold time.
Average ACW Average time between the end of the call and when the agent submits the disposition.
Average Hold Time Average time that a customer was on hold, excluding time in the queue.
% Service Level Percentage of calls answered from the queue within 60 seconds.
% Dial Transfers Percentage of calls that landed in the queue and were eventually transfered out to an agent.
Abandoned Calls Number of calls that abandoned the queue before being transfered out to an agent.
Adj Abandon Calls Number of calls abandoned in under 10 seconds.
Abandon Rate Ratio of (abandoned calls) / (calls offered).
Adj Abandon Rate Ratio of (adj abandoned calls) / (adj calls offered).
Avg Handle Time Average of talk time + hold time + disposition time.
Avg Answer Speed Average time in the queue for calls that were eventually dispatched to an agent.
Available Minutes Overall time that all queue agents were in the Available state.

Call Center Home Page Overview

Concept

The Xinix Call Center Home page is the best place to view statistics related to the call queues that a supervisor manages. When configured the Stats Grid will display custom statistics for your call center which are color coded on a scale of red to green based on lower and upper thresholds of certain call center aspects that you can configure.

Definitions

  • Call Center Supervisor Scope – An access level of the manager portal that is normally assigned to a Call Center Supervisor.
  • Home Page/Dashboard – The screen displayed when you first log into the manager portal with call center supervisor scope.  This is also accessible to users of higher scope than call center supervisors.
  • Stats Grid – The custom statistics displayed in the top right corner of the Home page that can be configured with an lower and upper threshold.
  • Lower Threshold – The value set for a call center aspect such that when the lower threshold is reached, the corresponding square in the stats grid will turn yellow. This value should be lower than the Upper Threshold except in the case of the service level agreement threshold.  If this is left blank then the color will turn yellow at 70% of the upper threshold.
  • Upper Threshold – The value set for a call center aspect such that when the upper threshold is reached, the corresponding statistic square will turn red. This value should be higher than the lower threshold except in the case of the service level agreement threshold.
  • Service Level Agreement – This determines if a call was answered in an acceptable amount of time (in seconds). This is used in calculating the Service Level Percentage statistic.

Rules

  • Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.
  • Only once a call queue is set up can agents be added.
  • Call queues can contain both on-net and off-net agents.
  • Call queues need to have a numerical “name.”
  • Only online agents can be part of an active queue.
  • If a device is not registered then the agent will be considered to be offline.
  • Icon colors represent agent status; grey – offline, green – online, red – online but currently taking a call.
  • Agents that are a part of multiple queues can prioritize one queue over another.
  • Agents are able to indicate the reasons for their availability/unavailability – Logged In, Lunch, Break, Meeting, Web and Other

Home Screen

The following is the home screen for the call center.  From this screen you can access all of the new call center features.

Call Center Supervisor Scope

Concept

Call Center Supervisors within a given organization generally have a limited area of influence; therefore the current access level via the manager portal is too broad. From 1-1224 onwards there are substantial access limitations to a user who is assigned to the scope of Call Center Supervisor.  In so doing enhanced security is achieved with limits on the Call Center Supervisor’s access to information beyond the queues that they manage.

Rules

  • In order to have Call Center Supervisor restricted Call History a User must have a set Scope of Call Center Supervisor.
  • The Call Center Supervisor Scope is only able to access information related to the call queues they manage and the agents within these queues.
  • The Call Center Supervisor can modify agents.
  • The Call Center Supervisor can modify the call queues they manage and their associated Music on Hold.
  • The Call Center Supervisor can only access the call history of the agents within their queues and that of their own
  • If you wish the Call Center Supervisor to have access to the Call History of other Users of the Domain who are not Call Center Agents or Call Queues you may set the User’s Scope to that of an Office Manager.

Enabling Access to Specific Queues

  1. Enable the Call Center Supervisor to see only queues that they are to manage by navigating to System > Settings > Advanced > UI Config.
  2. Add this parameter: PORTAL_CALL_QUEUE_MANAGER_VIEW_LIST
  3. Log in to the Manager Portal
  4. You will see a Home Page that looks like this:
  5. You will see an Agents page that looks like this:
  6. On the Call Queues page the Call Center Supervisor is limited to seeing only the queues that were listed when the view list was set up in step 2
  7. The Music on Hold page will look like this:
  8. On the Call History page the system will automatically display a set of filtered Call History showing the User’s Call History as “My Calls”; as shown here:
  9. To modify the Call History Filter, click the Filter button on the left side; a pop up box will load and you will be able to edit any Filter attribute available. As you can see the call history that is accessible is limited to the queues that are managed and the agents within them.

Granular Reporting in Call Center

This overview will explore the additional details are now available for the reports generated in the Call Center.

Beginning in v42, the statistics available in the Call Center reporting screen have been updated with much greater granularity. The information on the individual calls in each statistic can be accessed and investigated if need be.

Additionally, for v42, an addition statistic is available:  Callback. This stat will count calls that use the callback feature.

Reports Screen

In the Portal, navigate to Call Center, and press the Reports button. The Reports screen itself has been updated slightly.

As you can see, statistics under each of the columns in the reports table are now clickable. Select the stat you would like a more granular view of.

If you select Call Volume, you’ll find a list of every call involved in that statistic.

From here, you can investigate individual calls using the tools at the right:

  • Download Voicemail
  • Listen to Voicemail
  • Cradle to Grave call tracing
  • Edit notes and dispositions
  • Full call trace

In addition, the call information can be printed, or downloaded as a csv.

How Do I Use Call Center Reporting?

Stats Grid

A color-coded stats grid shows the following information:

  • Green = value accepted.
  • Yellow = value is within the range of your lower threshold.
  • Red = value meets or exceeds your upper threshold.
  • White = no thresholds are configured for the statistic.

To edit the stats grid:

  1.  Click the Settings button above the stats grid. The Call Center Savings page appears, with the Stats Grid tab displayed.
  2.  Configure the Lower and Upper Thresholds for the statistics you want to show on the stats grid.
  3. Click the General tab.
  4. Use the Service Level Agreement slider to specify a value that will be used to calculate the Service Level Percentage statistic. This value determines whether a call was answered in an acceptable amount of time (seconds).
  5. Use Filter Stats Grid by Queue to determine whether the stats grid is shown for all call queues or one specific call queue.
  6. Click Save.

Call Center Reports

In Manager Portal versions 1226 and later, the Portal can generate custom reports about call queues. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This granularity enables call center supervisors to monitor their call center.

To generate call center reports:

  1. On the Call Center page, click the Reports tab.
  2. Select a date range.
  3. Use the Type drop-down list to select the type of report you want to generate (see the following sections for more information):
    • Queue Stats
    • Agent Stats
    • Agent Availability
    • DNIS (Dialed Number) Stats
    • Abandoned

Queue Stats

The Queue Stats report allows supervisors to view specific attributes on a queue-by-queue basis based on user-configurable attributes.

The drop-down list shown below allows you to select the information that will appear on the report.

To change the available configuration fields, click the  Table Settings gear from the pop-up. When a list of checkboxes appears, check the fields you want to be displayed and uncheck the ones you want to hide.

You can now select the statistics that you want to be shown on your report. The available options are described below.

NOTE: You can click the checkboxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all of the check boxes on or off.

Queue Statistics Definitions

Statistic Definition
Volume (VOL) Number of calls originating through a Call Queue.

Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH) Number of calls answered by agent originating through a Call Queue.
Calls Offered (CO) Number of calls that reached the queue to be dispatched to agents.

Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO) Adjusted number of calls that reached the queue.

Excludes calls abandoned in less than 10 seconds.

(Calls Offered CO) – (Adjusted Abandoned Calls AAC).

To Vmail Number of calls handled by the automated voicemail system.
Forwarded Number of calls forwarded to another queue or offnet phone number for handling.

Includes forwarded calls to voicemail.

Avg Talk Time (ATT) Average number of minutes spent by agent talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW) Average time an agent spends between the end of a call and submitting call disposition.
Avg Hold Time (AH) Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.
Service Level (SL) Percentage of calls answered originating through the queue within 60 seconds. Other time windows are available
Dial Transfers (DT) Percentage of calls that landed in the queue and were offered to an agent.
Abandoned Calls (AC) Number of calls that abandoned the queue before being offered to an agent.
Adjusted Abandon Calls (AAC) Adjusted number of calls that abandoned the queue.

Excludes calls abandoned in less than 10 seconds.

(Abandoned Calls) – (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR) Percentage of calls offered that were abandoned.

(Abandoned Calls AC) / (Calls Offered CO).

Adjusted Abandon Rate (AAR) Percentage of calls offered that were abandoned in under 10 seconds.

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).

Avg Handle Time (AHT) Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Avg Answer Speed (AAS) Average time a call is in the queue before being dispatched to an agent.

Agent Statistics

The Agent Stats report shows various agent statistics over time.

NOTE: An additional UI configuration is required for Inbound, Outbound, and Missed Calls. Please reference the Call Center Reporting section of What are the Portal UI Configuration Parameters?‍  for specific UI Configuration information.
NOTE: You can click the checkboxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all checkboxes on or off.

Agent Statistics Definitions

Statistic Definition
Calls Handled (CH) The number of calls answered by the agent originating through a Call Queue.
Avg Talk Time (ATT) Average number of minutes spent by agent talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW) Average time an agent spends between the end of a call and submitting call disposition.
Avg Hold Time (AH) Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.
Avg Handle Time (AHT) Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Logged in Hours (LI) Total time an agent status is set to Online.
Talking Time(TT) Number of minutes spent by agent on answered calls originating through a Call Queue
Available (AM) Total time an agent is available for calls.

Includes time Logged In/Online status.

Excludes Break, Lunch, Meeting, Unavailable, Web, and Other statuses.

Unavailable (UM) Total time an agent is not available for calls.

Includes time Logged Off/Offline Status, Break, Lunch, Meeting, Web, and Other statuses.

Excludes Available.

Lunch (L) Total time an agent status is set to Lunch.
Break (B) Total time an agent status is set to Break.
Meeting (M) Total time an agent status is set to Meeting.
The Web (W) Total time an agent status is set to Web.
Other (O) Total time an agent status is not Available, Break, Lunch, Meeting, or Web.
Outbound Attempt (OATT) Number of outbound call attempts by agent.

Excludes on-net calls and conference calls.

Outbound Answered (OANS) Number of outbound calls by agent answered by remote party.

Includes calls answered by voicemail.

Excludes on-net calls and conference calls.

Outbound Minutes (OM) Number of minutes spent by agent on outbound calls.

Excludes call center calls, on-net calls, and conference calls.

Outbound Average (OAvg) Average length of time spent by agent on outbound calls.

Excludes call center calls, on-net calls, and conference calls.

Inbound Answered (IANS) Number of inbound answered calls to an agent.

Includes call center calls.

Excludes on-net calls and conference calls.

Inbound Minutes (IM) Number of minutes spent by an agent on inbound calls.

Includes call center calls.

Excludes on-net calls and conference calls.

Inbound Average (IAVG) Average length of time spent by an agent on inbound calls.

Includes call center calls.

Excludes on-net calls and conference calls.

Missed Call (MC) Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls. (added in v36)

Agent Availability

The Agent Availability report shows the availability of agents in the domain or in a department within a domain. You choose the values that are to be graphed from the following options:

When configured, and when agents have been signing in and out, supervisors can see an agent availability display similar to the following.

Dialed Number Identification Service (DNIS) Statistics

The DNIS stats report shows information based on the DNIS.  DNIS is a telephone service that informs the receiver about a call that the caller dialed. DNIS is a common feature of 800 and 900 services. If you have multiple 800 or 900 numbers to the same destination, the DNIS tells you which number was called.

NOTE: You can click the checkboxes in the 1st column for DNIS statistics to graph them individually; as shown in the above screenshot with the different colored rows. Also, clicking on the 1st column header (the bar graph icon) will toggle all of the checkboxes on/off.

DNIS Statistics Definitions

Statistic Definition
Call Volume (VOL) Number of calls originating through a Call Queue.

Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH) Number of calls answered by agent originating through a Call Queue.
Calls Offered (CO) Number of calls that reached the queue to be dispatched to agents.

Includes abandoned calls.

Excludes forwards and voicemail.

Adjusted Calls Offered (ACO) Adjusted number of calls that reached the queue.

Excludes calls abandoned in less than 10 seconds.

(Calls Offered CO) – (Adjusted Abandoned Calls AAC).

To Vmail (VM) Number of calls handled by the automated voicemail system.
Forwarded (FWD) Number of calls forwarded to another queue or offnet phone number for handling.
Avg Talk Time (ATT) Average number of minutes spent by agent talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW) Average time an agent spends between the end of a call and submitting call disposition.
Avg Hold Time (AH) Average time a caller spends on hold with an agent.

Excludes waiting time in the Call Queue.

% Service Level (SL) Percentage of calls answered originating through the queue within 60 seconds. Other time windows are available.
% Dial Transfers (DT) Percentage of calls that landed in the queue and were offered to an agent.
Abandoned Calls (AC) Number of calls that abandoned the queue before being offered to an agent.
Adjusted Abandon Calls (AAC) Adjusted number of calls that abandoned the queue.

Excludes calls abandoned in less than 10 seconds.

(Abandoned Calls) – (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR) Percentage of calls offered that were abandoned.

(Abandoned Calls AC) / (Calls Offered CO).

Adjusted Abandon Rate (AAR) Percentage of calls offered that were abandoned in under 10 seconds.

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).

Avg Handle Time (AHT) Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Avg Answer Speed (AAS) Average time a call is in the queue before being dispatched to an agent.
Available Minutes (AM) Total time an agent is available for calls.

Includes time Logged In/Online status.

Excludes Break, Lunch, Meeting, Unavailable, Web, and Other statuses.

Abandoned Calls

The Abandoned Calls report shows call center graphs for abandoned calls, organized by individual queues. Time is measured along the x-axis and the number of calls abandoned is measured along the y-axis. All of the abandoned calls for the queue appear below the graph, along with statistics about each individual call.

Contact Center for SNAPmobile Web

The SNAPsolution has had extensive call center capabilities available through the portal for users who manage or participate in call queues. These statistics and features are now available in SNAPmobile Web.

The functionality is on by default, and available when a user logs in with a scope of Agent, or Call Center Supervisor.

This offers more freedom to choose the area in which to work, as well as saves users from switching between sites for information they may need. With the Contact Center, it is possible for an agent to complete the lion’s share of their work in SNAPmobile Web.

For Agent and Supervisor scopes, the Contact Center will appear as a new menu selection on the left. When selected, you will be presented with the My Queues, and My Stats tabs.

The general status displayed on the upper right will also control the status for all the queues.

My Queues

This displays the queues you are logged into, the number of agents assigned, and the number of people waiting. From here, you can log in and out of specific queues.

Clicking on the queue will display a card with info.

Incoming calls will identify which queue they’re coming from, and when completed.

My Stats

This displays user stats using charts. For users who want to keep track of these stats, the plus sign can be clicked to move the card to the dashboard as well.

If you’re only interested in specific charts, these can be added individually as cards to your personal desktop area.

Dispositions

Call dispositions are now available in SNAPmobile web as well, allowing agents to record notes on calls via a popup when the call is complete. For more information on dispositions, see How Do I Add Call Dispositions and Reasons?

You can opt for a disposition card to be displayed to record the reason and resolutions for the call. These can be set for inbound and/or outbound calls.

How Can I Configure Call Center Report Emails?

Concept

Introduced in v39, call center report emails give call center supervisors or office managers (with call center functionality enabled) the ability to request emails in a variety of formats and time windows. The emails themselves are brandable and customizable using the standard template structure. Advanced settings also allow for the supervisor to pick a few of their most important statistics to be viewed prominently in the email body.

Rules

  • The following UI Configuration parameter must be enabled for this feature to function as designed.
    UI Configuration Parameter Value Syntax Value Needed Description
    PORTAL_CALL_QUEUE_MANAGER_EMAIL yes/no yes This enables call center reports to be configured and sent to Call Center Supervisors and/or Office Managers. The default value is no.

Procedure

  1. Log into the Portal with a scope of Call Center Supervisor and navigate to the Call Center screen.
  2. Select the new Reports sub-menu Email Reports.
  3. Emailed Reports can be sent in varying frequencies including monthly, weekly, and daily. There are four types: Call Queue, Agent, Dialed Number, and a Summary report that includes the top data from each. Anywhere from 1 to all of the types and frequencies may be selected. 
  4. Depending on the time period selected, the supervisor will be prompted to enter applicable time and date settings. For instance: a daily report will require the supervisor to set a time, and a weekly report will require the supervisor to set a day of the week and time. The monthly report will require a day of the month and send the previous month’s data on that day; setting to “1” will send the full previous calendar month.
  5. Follow the on-screen prompts to configure the basic options, then select Next to continue.
  6. In the advanced options you can customize the contents of the reports for the varying statistics. These lists of statistics will vary based on the types of reports requested in the basic tab.
  7. There can be up to four extra email addresses added to receive the given reports.
  8. If the Supervisor would like the raw data including all available statistics then they can check Attach CSV to Email.
  9. When the configuration is complete, select Save. The email reports will then be scheduled.
  10. An example of a received email is shown below.
  11. For customization of the email templates the following php templates have been added into the Images section of the Core Module Admin UI (System > Settings > Advanced > Images).
    1. Call Center Report (Agent)
    2. Call Center Report (Dialed)
    3. Call Center Report (Queue)
    4. Call Center Report (Summary)

What you`ll learn:

  • Concept
  • Procedure
  • Making and Receiving a Call
  • Planned Future Improvements

Supporting materials: