Stats Grid

The Stats Grid give you quick access to color-coded performance information based on configurable parameters

• 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

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):
   1.  Queue Stats
   2. Agent Stats
   3. Agent Availability
   4. DNIS (Dialed Number) Stats
   5. Abandoned

Queue Stats

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

1. The drop-down list shown below allows you to select the information that will appear on the report.
   
2. To change the available configuration fields, click the Table Settings gear from the pop up. When a list of check boxes appears, check the fields you want displayed and uncheck the ones you want to hide.
   
3. You can now select the statistics you want shown on your report. The available options are described in the table below.
   1. NOTE: You can click the check boxes 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 check boxes on or off.

Stats Available by Call Queue

Agent Stats

The Agent Stats report shows various agent statistics over time.

• 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 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.

Stats Available by Agent

Note: the Inbound and Outbound stats are not enabled by default. Please contact your provider if you'd like to enable them.

DNIS Stats

The DNIS stats report shows information based on the Dialed Number Identification Service (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.

Stats Available by DNIS (Dialed Number)

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.

Statistics Retention Policy

The current policy regarding retention for Call Queue statistics and Call Queue Agent statistics:

• Queue Stats - 1 Year Retention, anything past that is removed/deleted from the system.
• Agent Status - 1 Year Retention, anything past that is removed/deleted from the system.