2015 drishti-soft solutions pvt ltd, all rights reserved....1.0.0 24022015 garima gautam document...

Revision History

Initiation date 24-02-2015

Document Number 20150224000002

Current Draft v1.0.0

Modification Date 24-02-2015

Revision by Garima Gautam

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© 2015 Drishti-Soft Solutions Pvt Ltd, All rights reserved.

DRISHTI-SOFT CONFIDENTIAL - No part of this document (“Supervisor V2 Manual”) may be

photocopied, reproduced, distributed or otherwise made available in any form/manner to any third party

without the prior written permission of Drishti-Soft Solutions (“Drishti”).

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Table of Content

1. Document Scope

1.1. Document History

2. Introduction

3. Supervisor V2 Screen

3.1. Agent Details

3.1.1. Agent Runtime Details(Inbound and Outbound)

3.1.2. Agent Productivity Details(Inbound and Outbound)

3.2. Campaign Runtime Summary(Outbound)

3.3. User Runtime Summary(Inbound and Outbound)

3.4. Customer Runtime Summary(Inbound)

3.5. Lead Performance(Inbound)

3.6. Agent Productivity(Inbound and Outbound)

3.7. Campaign Performance(Outbound)

3.8. Lead Penetration(Outbound)

3.9. Agent Disposition(Outbound)

3.10. Connectivity

3.11. Minutes Performance


3.13. Queue Performance(Inbound)

3.14. SLA(Inbound)

3.15. Dial Chart

3.16. Line Chart

3.17. Resource to Queue Allocation

3.18. Resource Distribution

3.19. Traffic Distribution


3.21. Agent Disposition

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1. Document Scope

This document serves as a Technical Document for Supervisor V2. Any future changes in the

requirements and plan therefore should be captured in the document itself.

1.1. Document History

Version# Revision date Revised By Summary of changes

1.0.0 24022015 Garima Gautam Document created, SV2 Manual defined

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2. Introduction The document explains the “Status” tab description available on Supervisor Monitoring Window.

3. Supervisor V2 Screen This section provides the detailed description of Supervisor V2 screen. Below is the snapshot of SV2:

3.1. Agent Details

3.1.1. Agent Runtime Details(Inbound and Outbound)

1. All the details showing above are runtime and refresh interval is also runtime

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Chart Type Fields Meaning Refresh Interval Duration

Agent

Runtime

Agent ID Shows Agent ID Runtime Runtime

Name Shows agent name Runtime Runtime

Ready

Its shows GREEN symbol if agent

status is available and red symbol if

agent is on break or on other status

Runtime Runtime

Autocall

Its shows GREEN symbol if agent

auto call status is ON and RED

symbol if agent is on BREAK

Runtime Runtime

Status Shows the name of status Runtime Runtime

Status Duration Its shows duration since last activity

of agent Runtime Runtime

Connected to

Its shows customer name or

number to whom agent is

connected

Runtime Runtime

Status(custom

er)

Its shows customer status like

ringing,connected etc. Runtime Runtime

3.1.2. Agent Productivity Details(Inbound and Outbound)

1. Duration 12 Hours. details showing above display last 12 hours details.

2. Refresh Interval 5 Minutes


Productivity Login Hour shows total login period for agent in 5 minutes 12 hours

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current shift

Ready Hour Show total time for which agent is

available in current campaign 5 minutes 12 hours

Auto Hr

Show total time for which agent's

auto call status is ON in current

campaign

5 minutes 12 hours

Talk Hr

Should show total duration for

which agent is on call in current

campaign

5 minutes 12 hours

Wrap Hr

Should show total duration for

which agent is wrapping his calls in

current campaign

5 minutes 12 hours

Breaks Should show number of breaks

taken by agent 5 minutes 12 hours

Auto call Should show number of auto dials


Manual call Should show number of manual

dials made by agent in current shift 5 minutes 12 hours

Call Back Should show number of callbacks



Dispositions

It will show all

the number of

dispositions

which is

defined to that

particular

campaign

5 minutes 12 hours

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Entity force

clean up

Number of times when entity is

removed by Supervisor 5 minutes 12 hours

User transfer to

aq

Number of times when user

transfer the call to queue 5 minutes 12 hours

User transfer to

ivr

Number of times when user

transfer the call to ivr 5 minutes 12 hours

User force

logout

Number of times when user is

forcefully log out by supervisor 5 minutes 12 hours

3.2. Campaign Runtime Summary(Outbound)

Field Name Definition Refresh Interval Duration Remarks

Auto Call Hours Total duration for

which users are on

AutoCall ON

5 Min 30 Min If auto dialing is going

on continuously, its

value should not

extend 30 as data of

only last 30 minutes is

there

Started Since Should show last time

when auto dialing

was started in

campaign

5 Min 30 Min If auto dialing haven't

started yet, it should

show no values

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Productive

Hours

Total duration for

which users are on

AutoCall ON + Total

duration for which

users are on AutoCall

OFF.

5 Min 30 Min

Talk Time

Hours

Total time for which

agents were on call in

current campaign

5 Min 30 Min

Auto Dial Should show number

of auto dials taken by

agents logged in

current campaign

5 Min 30 Min

Manual Dial Should show number

of manual dials made

by agent in current

shift

5 Min 30 Min

Callbacks Should show number

of callbacks taken by

agent

5 Min 30 Min

Connects Should include all

those calls for which

both agent and

customer were

connected

5 Min 30 Min

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3.3. User Runtime Summary(Inbound and Outbound)


Log Shows current

number of Agents

logged in

Runtime Runtime

R/B Shows current

numbers of agents

on Ready/ Break

Runtime Runtime

Con shows the current

nos. of connected

agents

Runtime Runtime

Wrp shows the current

nos. of agents which

is on wrapup

Runtime Runtime

Hld shows the current

nos. of agents which

is on hold

Runtime Runtime

<20 Sec Shows the number of

agents which are Runtime Runtime

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waiting from less than

20sec

20 60 Sec Shows the number of

agents which are

waiting between 20 to

60 seconds

Runtime Runtime

> 60 Sec Shows the number of

agents which are

waiting from more

than 60 second

Runtime Runtime

A.W.T Shows the average

handling time (talk

time + wrap time)per

call

5 Min 30 Min

A.H.T Shows the average

call duration time

(setup time + ringing

time + talk time +

wrap time)per call

5 Min 30 Min

A.C.D Shows the average

wraping time per

Agent

5 Min 30 Min

A.Wr.T Shows the average

holding time per

Agent

5 Min 30 Min

A.Hld.T 5 Min 30 Min

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Total Shows the current number of

customer which are present Runtime Runtime

Queued Shows the current number of

customer which are queued (

Callbacks and Preview)

Runtime Runtime

Initialized Shows the current number of

customer which are initializing Runtime Runtime

Connected Shows the current number of

customer which are

connected

Runtime Runtime

Cancel Rate

(CR)

No of cancelled call / total

number of calls

where cancelled call = count

of calls which are

ATTEMPT_FAILED or have

hangup_cause_code as 487.

5 Min 30 Min

Call

Abandoned

Ratio ( CAR)

Number of abandoned call

/total number of calls

5 Min 30 Min

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Call Drop Ratio % of call with System

disposition “ CALL_DROP”

5 Min 30 Min

Business Hour

Call Attempt

(BHCA)

Total call attempts in last 1

hr

5 Min 30 Min

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3.5. Lead Performance(Inbound)

1. This shows the Lead Performance of the active leads

2. This will shows number of Tried, Answered (System Disposition = CONNECTED) and AMD

(System Disposition = AMD) for the particular lead in that Duration

3. This also shows currently available and dialable numbers from the active leads.

4. Duration 30 Minutes


3.6. Agent Productivity(Inbound and Outbound)

1. This shows the Agent Productivity Chart.

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2. Login Hours: Show total login hours for agents

3. Ready Hours: Shows total ready hours of agents

4. Auto Dial Hours: Shows total Auto dial hours of agents

5. Productive Hours: Shows total productive hours of agents

6. Wrapup Time: show total duration for which agent is wrapping his calls in current campaign

7. Talk Time: show total duration for which agent is on call in current campaign

8. Duration 12 Hours


3.7. Campaign Performance(Outbound)

1. Call Ans: Count of calls answered at customer leg, Or it is sum of System dispositions

(CONNECTED, CALL_NOT_PICKED, AMD, CALL_DROP)

2. Calls ABN: Total Calls Call Ans ( Auto calls which are hangup at customer leg like

(No_Answer, FAILED, PTF etc)

3. Calls Drop: Number of calls with CALL_DROP system disposition

4. Total Calls: Count of calls initiated from Campaign

5. Calls Connected: Number of call with Connected System disposition

6. Less 60: Count of calls with setup+ringing time with less than 60 secs

7. Greater 60: Count of calls with setup+ringing time with greater than 60 secs



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3.8. Lead Penetration(Outbound)

1. Total Cust: Total customer dialed in last 30 mins

2. Total Tried: Total number tried in last 30 mins

3. Failed: Shows number of calls which Failed

4. AMD Dialer: Shows number of calls with AMD system disposition in last 30 mins

5. Answered: Shows number of call connected in last 30 mins.

6. Duration 30 Mins


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3.9. Agent Disposition(Outbound)

Agent disposition Pie Chart which Shows the disposition made by agents in last 30 Mins. Data refreshed

in every 5 mins.

1. Duration 30 Mins


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3.10. Connectivity

Connectivity line graph ( Y : Number of calls, X: Time) which shows the total dialed numbers, total

answered, total connects, and total answering machines in last 30 mins

1. Total Dialed: Shows total Numbers of Call Dialed in last 30 mins

2. Total Answered: Shows total Numbers of calls answered which are dialed in last 30 mins

3. Total Connects: Shows total numbers of call connected to agents

4. Total AMD: Shows Total numbers of calls with AMD disposed by dialer

5. Duration 30 Mins


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3.11. Minutes Performance

Minute Performance bar chart ( Y: Number of calls, X: Time) shows the total no tried, total connects,

Amd, busy, No ans, Call drop and failed in last 30 mins.

1. Total: Total dialed in last 30 mins

2. Connect: Total connected with system Disposition “ CONNECTED” in last 30 mins

3. AMD: Total number with system Disposition “AMD” in last 30 mins

4. Hangup: Total number with system Disposition “ CALL_HANGUP” in last 30 mins

5. Busy: Total number with system Disposition “ BUSY” in last 30 mins

6. Call Drop:Total number with system Disposition “ CALL_DROP” in last 30 mins

7. Failed: Total number with system Disposition “ FAILED” in last 30 mins

8. Attempt Failed: Total number with system Disposition “ ATTEMPT_FAILED” in last 30 mins

9. Duration 30 Mins


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Total Shows the current

number of customer

which are present

Runtime Runtime

IVR Shows the current no

customers on IVR Runtime Runtime

ACD Shows the current no of

customers Which are

on ACD

Runtime Runtime

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Connected Shows the current

number of customer

which are connected to

Agents

Runtime Runtime

Call

Abandoned

Ratio ( CAR)

CAR means call abn

Ratio and Should

shows % of all

hangup calls

5 Min 30 Min

Call Drop Ratio

(CDR)

% of call with System

disposition “

CALL_DROP”

5 Min 30 Min

Average Hold

Time (AHT)

Shows the average

hold time of all calls

5 Min 30 Min ( sum of hold times

of all calls )/ total call

count

Average Talk

Time ( ATT)

Shows the average

talk time time of all

calls

5 Min 30 Min ( sum of talk times of

all calls )/ total call

count

3.13. Queue Performance(Inbound)

Queue Performance shows the total calls offered, answered, average time taken for request,

Calls abandoned, Average waiting time for the request to satisfy.

1. Queues: Display the queue name of each queue which is being used in last 30 mins

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2. Calls: Display the number of calls offered in each queue

3. Ans: Shows the no of calls answered in each queue in last 30 mins

4. <20sec: Shows the no of calls which are served in less than 20 sec (Nos. of calls with wait time

less than 20 sec)

5. ABN: Shows the no of calls which are not answered in each queue(%) (Nos. of abandoned calls

in last 30 minutes)

6. AWT: Shows the average waiting time for each queue ( total wait time of all calls/ total call count)

7. Wait:

8. Queues: Shows the number of queues

9. Calls: Shows the number of call is all queues

10. Ans: Shows the number of call answered in all queues

11. Duration 30 Mins


3.14. SLA(Inbound)

1. Total Calls: Shows the total nos. of calls attempted. ( Inbound, Manual Outbound, Callbacks

Calls)

2. Calls Drop: Number of calls with CALL_DROP system disposition.

3. Calls Abn: Total Calls Call Ans

4. Calls Ans: Count of calls answered. Or it is sum of System dispositions (CONNECTED,

CALL_NOT_PICKED, AMD, CALL_DROP)

5. Calls Connected: Number of calls with system disposition CONNECTED

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6. Less 20: shows the no of calls which are answered less than 20 sec

7. Greater 60: Shows the no of calls which are answered greater than 60 sec



3.15. Dial Chart

Less Than 20 sec Greater Than 60 sec Abandoned

1. Less Than 20 Sec: Display the rate of calls for which waiting time is less than 20 sec in this

campaign

2. Greater Than 60 Sec: Display the rate of calls for which waiting time is greater than 60 sec in

this campaign

3. ABN: Display the rate of calls which are abandoned in this campaign.

4. Duration 30 Mins


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3.16. Line Chart

Line Chart ( Y: Nos. Of Calls, X: Time) shows the >60 sec, <20 sec and abandoned calls wrt time. updated in every 5 minutes.

3.17. Resource to Queue Allocation

Table shows the agents which are present in each of the queues. Available, allocated pending customers

(these are runtime.)

1. Queue: Shows the queue name

2. Total Logged In Agents: Shows the total number of logged in agents in each queue.

3. Available Agents: Shows the total number of agent available on corresponding queue

4. Allocated Agent: Shows the total number of agent allocated on corresponding queue

5. Pending: Total number of pending calls to particular queue

6. Oldest Pending: Oldest pending time of a queue which have highest pending time

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1. Name: Name of queue

2. Calls: Number of calls in corresponding queue in last 30 Mins

3. Aban: Calls which are abandoned(No user allocated) in corresponding queue in last 30 mins

4. Ans: Calls which are answered in corresponding queue in last 30 mins

5. <20sec: Calls which have wait time less than 20 sec in corresponding queue

6. >60sec: Calls which have wait time less than 20 sec in corresponding queue

7. AWT: Calls which have wait time less than 20 sec in corresponding queue

8. AHT: Average handling time of customers in corresponding queue

3.19. Traffic Distribution

Traffic Distribution shows the pie chart for no of calls which are coming in each of the queues

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Resource Distribution ( Y: Nos. Of Calls, X: Queue Name) shows the calls which are offered in queue, answered by the agents and abandoned in each of the queue.

3.21. Agent Disposition

Agent Disposition shows dispositions made by agents

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2015 drishti-soft solutions pvt ltd, all rights reserved....1.0.0 24022015 garima gautam document...

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