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The Call Map

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Introduction to the Map

The Map gives you a dynamic, real time picture of your Call Center's operations. You can quickly see how many calls and agents are in the system, what media events (if any) are driving those calls, average wait times in the queue, and more.

 

Here's what you should know about the Map:

 

  • The Map is real time: the display is updated every few seconds. New calls are briefly identified as they appear on the screen
  • The Map is interactive: try placing your mouse pointer over various objects on the screen: detailed information will appear in the bottom window frame
  • Totals for the current moment, as well as the last 30 minutes, are displayed as text areas

 

Accessing the Map

To access the Map:

 

1. Download Java (optional)

 

The Map is a Java Applet. To run the Map applet, your computer must be running a current version of the Java Virtual Machine (VM) from Sun Microsystems™. We recommend also making sure you have the latest version of your web browser installed.

 

 

2. Sign in to Call Center

 

To access the Map from the Call Center menu, you will need to sign in to Call Center. If you don't know the URL or your user name and password, please consult your system administrator.

 

  • You can launch the Map separately from Call Center by typing the URL to the Map directly into your browser's location field. If you do this often, create a bookmark for the Map URL.

 

Figure 3-1: The Map Menu

 

3. Launch the Map applet

 

To launch the Map applet, select the Map menu item from the tool bar beneath your Home menu.

 

4. Sign in to the Map

 

Since the Map is a separate application from Call Center, you will need to provide your Call Center user name and password before you can use the it.

 

The Map Demystified

At first glance, the Map can be a bit confusing: dots and circles and lines everywhere, and obscure acronyms floating in the margins. Don't panic! The Monitoring User Guide will clarify the mysteries.

Figure 3-2 presents a snapshot of an example Call Center Map, and identifies the basic elements. Each element is explained below.

 

  • You can click on the yellow call outs in the image below to jump to the explanation of that item.

 

Figure 3-2: The Call Map

 

  • Agents are indicated by a gray diamond. Move your mouse pointer over an Agent's diamond to see specific information about that Agent appear in the Info Bar. This information includes:

 

  • The Agent's user name
  • Their city and state
  • Their phone number
  • The Program for which they are currently taking a call

 

  • During busy times it can be difficult to see individual calls or Agents. If you click with your mouse anywhere on the Map, the image will zoom in, allowing you to see more detail. Click again to zoom out.

 

  • Agent Calls are indicated with colored dots (we've chosen the lovely fuchsia colored one to represent all Agent Calls). An Agent Call is a call being handled by an Agent (as opposed to a call being handled by an Interactive Voice Response—IVR—application). The color of the dot tells you the Program being called (see Program Legend). Move your mouse pointer over an Agent Call's dot to see specific information about that call appear in the Info Bar. This information includes:

 

  • The name of the Program
  • The user name of the Agent handling the call
  • The city from which the call originated
  • The caller's phone number (ANI)
  • The number the caller dialed (DNIS)
  • The call's Session ID

 

  •  Carrier Lines are indicated by colored lines; they connect Agents and callers. A Carrier Line identifies the telecommunications company carrying the call. The Carrier Legend explains which colored line belongs to which carrier.

 

  • The Program Legend displays the key to the colored dots representing your Programs that are currently taking calls. Each Program name displayed is followed by call data, including:

 

  • The number of calls, if any, being handled by an Agent
  • The number of calls, if any, being handled by IVR
  • The number of calls in the queue
  • The longest wait in the queue
  • The number of calls that have been transferred by an Agent from this Campaign to another telephone number

 

  • The Configure Button opens a properties window, where you can set the following attributes:

 

  • Play sound effects controls the playing of a bell sound when a new call arrives in the system.
  • Show clouds is intended to superimpose the current weather over the Call Map, but, this feature is under development and will not function properly.
  • Suppress text turns the textual display on and off. When text is off, you only see icons and the Current Totals line. Individual object details still appear in the Info Bar, but no written information appears on the Map screen.
  • Show all callcenters is a Web Monkey-only feature that causes data from all Call Center instances to be shown on the same map.

 

  • Current Totals summarizes the activity in your Call Center . This information is automatically updated every few seconds and includes the following:

 

  • The current time
  • The total number of Agents online:
    • Paused Agents have been temporarily disabled by Call Center's
    • Idle Agents are online and available but not on a call
  • The total number of calls in the system, including:
    • The number of calls that were transferred using the Warm Transfer feature or transferred via an IVR
    • The number of calls being handled by an IVR
    • The number of calls in the Queue and the maximum wait time

 

  • History shows the last 30 minutes of Activity in your Call Center's:

 

  • Calls tells you how many total calls were received
  • Minutes is the total time spent on calls
  • CHUPs > 20 secs is the total number of Caller Hang Ups (CHUPs) that occurred after the call had been in the Call Center system for at least 20 seconds
  • In Queue > 20 secs is the total number of calls that were in the queue for greater than 20 seconds.
  • Max Queue Time tells you the longest time a call spent in the queue.
  • The Since Midnight section tells you the total calls and total minutes since 00:00:00 of the current day

 

  • This section of the Map is available only to Call Center administrators.

 

  • 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.

 

  • The Info Bar displays information about individual Map objects. When you place your mouse cursor over a call, an Agent or a Media Event, details about that object appear here.

 

  • IVR Calls look like Agent Calls, except there is no Carrier Line connecting the coloured dot to an Agent's gray diamond. An IVR Call is a call that is being handled by an Interactive Voice Response application. As with Agent Calls, you can see the details of this call by placing your mouse pointer on the dot. Those details appear in the Info Bar.

 

  • Media Events are displayed as concentric green rings. A Media Event is a television broadcast or some other scheduled event that is responsible for generating telephone calls (Of course, this is only relevant if your Call Center is responding to media driven calls). The size of the Media Event icon approximates the coverage of the broadcast. Place your mouse cursor over the icon to display specific information about the event, such as:
    • The station broadcasting the event
    • The Campaign that will receive the calls
    • The time of the broadcast
    • The number of calls forecasted

 

  • Media events will only be shown for Call Centers which use Media Forecasting.

 

Troubleshooting

If you have trouble displaying the Map applet, check the following:

 

  • You have the latest Java VM installed from www.java.com or a trusted mirror site
  • Your firewall allows traffic on port 9555
  • You are entering the correct user name and password
  • You are running the latest version of Microsoft Internet Explorer
  • You have installed the latest operating system Service Packs

 

Review

The Call Map displays a number of distinct objects:

 

  • Agents
  • Agent Calls
  • IVR Calls
  • Media Events

 

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