TMS Feature - Realtime Monitor : Support Portal

The purpose of the realtime pages is to allow the administrator to see a real-time view of what is happening on the PBX, with different pages allowing focus on specific aspects of current events.

Current Calls

The page will display all calls visible to the current user. The “Stop Updating” button will stop the page from updating the current data, and “Originate Call” allows the administrator to select an extension and initiate a call from that extension to the desired number. This will ring the target extension and then start the dial process.

If a manager wants to further assess the call, selecting the desired extension will bring up a tooltip showing the full details of that call, including buttons for Whisper, Spy and Barge and a link to the Call Detail Records for that extension.

Barge allows the administrator to be fully included in the call, with both of the original parties being able to hear them.
Whisper allows an administrator to listen to the conversation and speak to the person on the local extension, whilst the other party is unable to hear the administrator. This is often used by managers for coaching.
Spy enables the administrator to listen in on the call with neither of the original parties being aware nor able to hear them.

Whisper, Spy and Barge is a feature that is enabled/disabled on the target extension. If this feature has been disabled, these buttons will not be available.

Realtime Extension

Realtime extensions page shows the current status of extensions as well as their current latency. A latency measure of more than 200ms can indicate a poor connection and call quality may suffer.

If an extension is online, a tooltip will be available when the extension is selected, showing the server to which the extension is registered.

Realtime Queues

Realtime Queues shows an overview of all queues available and is divided into Inbound and Outbound queues each showing aspects particular to their nature.

Inbound Queue Overview

The overview attributes available for Inbound queues include:

Waiting - the number of callers waiting,
Connected - the number of callers currently connected,
Avg. Hold Time - the average hold time,
Longest - the time the longest caller has been waiting,
Agents - number of agents logged into this queue,
Paused - agents in this queue are currently paused,
Idle - number of participants that are not on a call or paused,
Completed - the number of calls taken by agents in this queue today,
Abandoned - calls that came into this queue and were not answered before the timeout of the queue was reached, or the caller abandoned the call.
Wallboards

Outbound Queue Overview

The overview attributes for an Outbound queue include some of which overlap with Inbound, such as Connected, Agents, Paused, Idle, Completed and Abandoned. The attribute unique to Outbound is:

Avg Talk Time - The average talk time of calls that have been made.

Realtime Queue Wallboards

A wallboard is an overview of the queue information. They are designed to visually represent and communicate real-time data and insights, providing a quick and accessible way to monitor key metrics and performance. Some of the benefits of the wallboards are:

Increased Transparency: Wallboards promote transparency by making data readily available to teams. When everyone can see the same information, it fosters a shared understanding of goals, progress, and challenges
Motivation and Engagement: Displaying performance metrics in a visible and public manner can boost motivation and engagement among team members. It encourages healthy competition, goal alignment, and a sense of accomplishment as individuals and teams work toward targets.
Faster Problem Identification: Anomalies or issues in data patterns can be quickly identified on a wallboard. This allows teams to address problems promptly and avoid potential disruptions.
Efficient Communication: Wallboards serve as a centralized source of information, reducing the need for manual data sharing and frequent status updates. This promotes efficient communication and collaboration within teams.
Enhanced Accountability: Publicly displaying data on a wallboard can enhance individual and team accountability. When everyone can see progress or setbacks, it encourages responsible actions and fosters a sense of ownership.

Realtime Inbound Queue Detailed

By selecting a queue in the main Realtime Queues page, a more detailed queue specific page is available. The details in the summary bar on this page are particular to the nature of the queue (either Inbound or Outbound), and additionally, there is data on the disposition categories if enabled for this queue.

Inbound Queues have two additional tabs available in this page:

Enter Queue History - showing a graph of the number of callers entering the queue per minute over the course of today.

Abandon Queue History - showing the number of callers abandoning either through timeout or physically abandoning the call per minute today.

Underneath the summary bar, are two elements which are populated by the status of calls currently in the queue:

The Queued Callers section will show any caller that is currently waiting in the queue, their position, and how long they have been waiting for.

Whereas the Connected Members section shows callers currently in this queue and to which agent, their current state and duration.

Realtime Outbound Queue Detailed

Outbound Realtime queues show the same details as the main page unless the queue has dispositions enabled, in which case it will display those details as well.

As in Inbound detailed realtime, the sections underneath the summary bar detail calls in a waiting and connected state, but being Outbound are focused on the behaviour of the agent and not the other party.

Lastly, the section on both inbound and outbound detailed pages relates to the currently active members of the queue (either agent or participant), their status, duration of that state, penalty, number of calls, and the time of their last call in this current queue. Additionally, an administrator is able to log off an agent (possibly an agent who forgot to log off, or has been idle for an extended period of time) or to remove an agent from this queue entirely.

Note: Removing an agent from a queue is a permanent action, that agent will no longer be able to participate in queue calls until they are manually re-added to the queue.

The administrator is also able to add members to this queue here, and to show inactive members if they choose.

Lastly, selecting an agent from the table who is currently in a call will bring up a tooltip with Whisper, Barge and Spy options.

Realtime Campaigns

The Realtime campaigns page display shows an overview of all the currently active campaigns. Much like pages in Analytics, each value in the table can be selected for more details on the calls that match the selected value. Selecting a campaign name will present the detailed page with details for that particular campaign.

Specific Realtime Campaign Statistics

The detailed campaign statistic pages seem much like the analytics pages with a summary bar, and graphs for target progression and outcomes, although these values are specific to the currently active list and generally measure the campaign progress for today.

It is the area below this, however, that is particular to realtime campaigns. These two sections will show currently active campaign calls with the attending agent and the duration.

A table of active agents shows their performance in this campaign, as well as their current status and the duration of that state. As before, the values in the table are selectable for more details pertaining to those particular calls.

Realtime Dialer Status

Realtime dialer status is a troubleshooting tool particular to Power Dial campaigns, since the system will be dialling behind the scenes it allows an administrator to determine if there are calls being dialled for a particular campaign or agent.

Realtime Conference

The Realtime Conference page displays any realtime conferences that are currently happening along with the participants, duration and conference room name. An administrator is able to lock the conference room, making it inaccessible to any further participants.

By selecting an active participant, a tooltip will enable the administrator to kick or mute the participant. Within the tooltip, it also indicates whether an extension is an admin or not, indicating whether this participant has elevated privileges and can perform admin level actions within this conference.

Realtime Agents

The Realtime Agents page shows the current status of agents, this page is possibly the primary tool for Call Centre Managers/Teamleaders to keep informed as to agents’ behaviour patterns. It is possible to filter by group, and even status, for convenience.

Agents are displayed in their nominated groups, with the following details:

Calls: The number of calls that the agent has received.
Call Time: This will show the duration of the call if the agent is in use.
Status: Displays the current state of the agent.
Details: Works in conjunction with Status field, giving detail of the current state.
Duration: Also linked to Status, giving the duration of the current state.
Login Time: This will display what time the agent logged into the Agent Workspace initially today.

Pause status is a special state, with the colour of its icon depicting a variance. Blue pause icons indicate a productive pause, whilst a red icon indicates non-productive pauses. The colour of the duration timer is also relevant, as when an agent has gone over the threshold set the duration timer will turn red.

Campaign Hold

Occasionally it may be necessary to have an agent be available to take or make manual calls whilst in a campaign, rather than removing the agent from the campaign and having to re-add them, a special state of “Campaign Hold” was created. By selecting Status on the particular agent, a tooltip with option to initiate a Campaign Hold is available, as well as the ability to Force Log Off.

When an agent is in this Campaign Hold state, the agent icon changes to a warning indicator, and they will not receive calls from a campaign, thus free to make or take a manual call.

When the administrator wishes to remove the Campaign Hold state, a similar process is followed.

Connectivity

In Connectivity, an administrator can view the current state of all ViBE tunnels. This display shows information regarding the following:

Calls - Shows number of current calls against available licenses.
Quality - A representation of the line quality given the latency and jitter considerations. Should this be below 99.7%, users may experience call quality issues.
Latency - The measure of the time taken to traverse the link between client site and POP server.
Jitter - Measure of the variance observed in latency scores. The greater the variations, the more inconsistent the performance of the line, and more prone to quality issues.
Address - The current IP observed from the client router over this specific link.
Type - The type of access media being used, such as Fibre or LTE.