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EyeOps

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The EyeOps Screen

EyeOps is accessible via Call Center's Monitor menu. Figure 4.1 shows the EyeOps screen, with the main functional areas called out. Depending on your permissions, you may see slightly different details, but the overall structure and content of the screen will look very similar to this.

 

  • You can click on a call out label to jump to the explanation of that item.

 

Figure 4.1 The EyeOps screen


 

The EyeOps screen is composed of a header area, followed by two main sections, stacked vertically one on top of the other. Staff OnlyUse the two drop down controls in the Header area to select the Call Center you want to view, and to adjust your update interval rate. The SnapShot section provides an overview of current and recent performance. The Live Stats section is a full featured, real time reporting tool. Live Stats comes with a number of predefined views of your Call Center's performance.

 

 

Setting the Update Interval

The data in EyeOps refreshes at regular intervals. You can adjust the update interval using the drop down list in the upper right hand corner of the EyeOps screen. Options range from updating every 5 seconds to once a minute; the default is 15 seconds.

 

 

The SnapShot Section

SnapShot displays a number of key metrics for your Call Center, divided into three categories:

 

  • Current Call Info
  • Current Agent Stats
  • Last 30 Minutes

 

  • The "Last 30 Minutes" section is configurable per Call Center. This might be "Since the Start of Block" or other time interval, depending on your configuration.
  •  

Current Call Info

 

This column tracks the number of calls in your system, within the time frame of your update interval (i.e., in the last minute or less). This column includes the following fields:

 

  • Calls—the total number of active calls in the system
  • IVRs—the number of calls being handled by an Interactive Voice Response application
  • Transfer—the number of calls that were transferred within the system
  • Outbound—the number of outbound calls (calls that originated from Call Center).
  • Calls in Queue—the number of calls awaiting an Agent
  • Maximum Wait in Queue—the longest time any current caller has been waiting for an Agent

 

Current Agent Stats

 

This column tells you your Agent usage at a glance, using the following fields:

 

  • Logged In—the number of Agents who are logged into the Chat system
  • On Call—the number of Agents handling phone calls
  • Idle—the number of Agents who are logged into Chat but are not on a call
  • Paused—the number Agents who have been temporarily paused by Call Center. (For more information, please consult the Call Center Glossary entry on Paused)

 

Last 30 Minutes

 

As the name implies, this column reviews the metrics for the last half hour:

 

  • Total Calls—the total of all calls received by this Call Center instance
  • Total Minutes—the sum of the duration for all calls received
  • Average Call Time—the average length of the calls received
  • Maximum Queue Time—the longest a caller had to wait for their call to be answered by an Agent
  • In Queue > 20 seconds—the number of calls that waited in the Queue for longer than 20 seconds before being answered or abandoned
  • CHUPs > 20 seconds—the number of callers who hung up after waiting in the Queue for longer than 20 seconds
  • % calls answered in 20 seconds—the percentage of calls answered within 20 seconds for this Call Center instance

 

  • The "20 seconds" time interval is configurable per Call Center. Your configuration might show "In Queue > 60 seconds" for example.

 

 

The LiveStats Section

LiveStats is a real time reporting tool that shows you a number of different views of your Call Center. The default view is Call Status, an overview of all the calls currently in your Call Center system. Each view's purpose and fields are described in Table N below. Within a given view, the leftmost column shows subtotals for the various categories of information in that view. Each category is a link: clicking on the link loads the details of each category into the right hand side of the view.

 

  • When you first load a view, you may have to click on a category link to see any detail information.
  • As with many tables and reports in Call Center, you can sort the results by clicking the column name.

 

LiveStats Views

 

Table 4.1 lists the LiveStats views currently available. The Description includes the view's purpose, the categories of information available and the detail fields that appear in each category. Detail fields often appear in more than one view, it would be redundant to describe each one here. Refer to Table 4.2 for an explanation of all the fields that appear in LiveStats views.

 

  • To change your LiveStats view, choose the View you want from the drop down list. Selecting it will cause the view to load in the right hand pane of the LiveStats section.
  • To filter a particular LiveStats view by a selected field, click on one of the left hand links in the

 

  • In any view, only categories with counts greater than zero will appear. Categories are sorted by their numeric counts, in descending order.

 

Table 4.1: LiveStats Views

View

Description

Call Status

Displays all the telephone calls currently in your Call Center. Calls are grouped into four categories, depending on how they are being handled:

  • Agent—calls being handled by Agents
  • LiveIVR—calls being handled by an IVR application
  • Xfer—calls that have been transferred, either by an Agent using the Warm Transfer feature, or by an IVR
  • Outbound—calls that were initiated by Call Center

Each category contains the following fields  (fields in red bold italics are Staff Only) :

  • Call ID
  • Agent
  • Status
  • ANI
  • Campaign
  • State
  • Elapsed Time
  • Call Mgr
  • Colo
  • Carrier

 

Agent Status

Displays all the Agents logged into your Call Center's Chat system. Agents are grouped according to their working status:

  • On Call—handling a telephone call
  • Idle—waiting for a call
  • Paused—temporarily disabled by Call Center

Agents are described by the following fields:

  • Name
  • Status
  • Call ID
  • State
  • AF
  • Chat Svr
  • CoLo

 

US State (Calls)

Displays the same information as the Call Status view, grouped by U.S. state.

 

US State (Agents)

Displays the same information as the Agent Status view, grouped by U.S. state.

 

Pool

Displays all the Agent Pools currently being used to route calls. Click on a Pool name to see the following detail fields:

  • Call ID
  • Agent
  • Status
  • ANI
  • Campaign
  • State
  • Elapsed Time
  • Call Mgr
  • Colo
  • Carrier

 

Campaign

Displays all the Campaigns currently receiving calls. The detail fields for each Campaign are the same as for the Pools view.

 

Program

Displays all the Programs currently receiving calls. The detail fields for each Program are the same as for the Pools view.

 

Area Code (Calls)

Displays your current calls, grouped by area code. Click an area code to see the same detail fields as for Call Status.

 

Area Code (Agents)

Displays the same information as the Agent Status view, grouped by area code. Click an area code to see the same detail fields as for Agent Status.

 

Agent Facilitator

Displays the same information as the Agent Status view, grouped by the Agent Facilitator (AF). Click an Agent Facilitator to see all of the Agents who report to that AF. The detail fields are the same as for the Agent Status view.

 

Colo

(Staff only) Displays current calls, grouped by colocation facility ("colo"). Click on a colo to see the same set of detail fields as the Call Status view.

 

Carrier

(Staff only) Displays current calls, grouped by telecommunications carrier. Click on a colo to see the same set of detail fields as the Call Status view.

 

Carrier by Colo

(Staff only) Displays current calls, grouped by the intersection of carrier—colocation pairs. Each carrier is matched to the colo facilities it services. Detail fields are the same as for the Call Status view.

 

DNIS

(Staff only) Displays the Call Status details fields for each DNIS receiving calls.

 

Call Manager

(Staff only) Displays the Call Status details fields for current calls, grouped by the call manager servicing the connection.

 

Chat Server

(Staff only) Displays the Agent Status details fields for current calls, grouped by the chat server handling the Agent's connection to Call Center.

 

Call Center (Calls)

(Staff only) Displays the Call Status details fields for current calls, grouped by the Call Center instance handling the call.

 

Call Center (Agents)

(Staff only) Displays the Agent Status details fields for current calls, grouped by the Call Center instance handling the call.

 

 

LiveStats Fields

Each EyeOps view displays a number of different fields, although many views share common fields. The following table describes the various detail fields.

 

Table 4.2: LiveStats Fields

Field

Description

AF

The username of the Agent Facilitator (agent supervisor)

 

Agent

The username of the Agent

 

ANI

The phone number from which the caller placed the call

 

Call ID

Call Center's unique identifier for this call

 

Call Manager

(Staff only) The server involved in routing this call

 

Campaign

A particular instance of a Program. For more information on Campaigns, consult the Glossary

 

Carrier

(Staff only) The company that is providing telecommunications services for this call

 

Presence Server (Chat Server)

(Staff only) The computer that agents are connected to to register the fact that they are online and available for calls

 

Colo

(Staff only) The facility that is providing the space and equipment for telecommunications and computer equipment servicing this call

 

DNIS

(Staff only) "Dialed Number Identification Service"—the number the caller dialed to reach your Agents.

 

Elapsed Time

The amount of time spent on this call

 

Name

The Agent username

 

Program

The high level project or product or service on behalf of which your Agents are answering the phone. For more information on Programs, consult the Glossary

 

State

Call views: The state of origin of the call

Agent views: The state in which the Agent lives

 

Status

Call views: The manner in which the call is being handled. Possibilities include Agent, LiveIVR, Outbound, Transfer, and Queue 

Agent views: The Agent's current working state. Possibilities include On Call, Idle and Paused.

 

 

Eavesdropping

  • This feature is not enabled for all Call Centers.

 

You can listen to any call currently in progress by using the Eavesdrop feature. To Eavesdrop on a call, click its Call ID. This will bring up a page which asks you to enter your telephone number. Call Center will then connect that number to the call you selected. When you Eavesdrop, you can hear both sides of the conversation: the Agent as well as the caller, but you cannot be heard by them.

 

Figure N. The Eavesdrop page

 

  • Do NOT eavesdrop on LiveIVR calls! Under certain circumstances, doing so can cause DTMF detection by the IVR to stop working, which can prevent the caller from successfully completing the call.

 

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Last modified
12:40, 11 Sep 2014

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