INsight Call Center Users Guide

INsight Call Center Users Guide

Table of Contents 1 INsight...1 1.1 Application Overview...1 1.2 Product Prerequisites...1 2 INsight Supervisor...2 2.1 Login...2 2.2 Call Queues...2 2.3 Agents Participating in Queues...3 2.4 Active Calls...3 2.5 Waiting Calls...4 2.6 Alerts...4 3 Reporter...5 3.1 Data View...5 3.2 Graph View...5 3.3 Email Report...5 3.4 Report Heading Definitions...6 4 Configuring INsight...7 INsight User Reference

1 INsight INsight provides a simple graphical interface to monitor activity of call queues on the Asterisk PBX platform. INsight is designed to allow supervisors to monitor real-time agent activity in a call center scenario. It is a web-based application that runs on any web browser and allows supervisors to be independent of the Asterisk platform location. 1.1 Application Overview The INsight Call Center Suite has three components: INsight Supervisor, the Reporter, Assist (Agent Client) and Configurator. The INsight Supervisor dynamically displays activity associated with Asterisk call queues and agents servicing these queues. The Reporter provides various historical reports related to the queue and agent activity. The Configurator defines the behavior of the each of the previous products. Assist is a tool for the agent and provides queue specific web-based screen pops and call details. Configurator is used to provide access to the applications, assign roles of agent or supervisor to users, distribute those assignments to queues, set up call queues and other functionality required for the call center. The management functionality of the supervisor role includes the ability to evaluate assigned queue usage, observe agent status, and monitor calls, both active calls and calls holding in queues. 1.2 Product Prerequisites INsight Call Center Suite is designed to work with Asterisk. Using INsight Call Center Suite requires prerequisites required by Asterisk as well as a web browser with Flash. INsight User Reference 1

2 INsight Supervisor The INsight Supervisor module displays real time information on call queues, agent activity associated with each queue, and call status information. The application provides an interface for certain actions to assist in call handling management. This interface shows real-time information about Active and Waiting calls in call queues. Active calls are calls that agents are presently handling. Waiting calls are calls that have not yet been answered and are waiting in the queue. 2.1 Login Launching the INsight Supervisor client will present a login screen. Allowable user name and password combinations are defined within the Configurator interface and permissions determine what the Supervisor will monitor. 2.2 Call Queues INsight can present many call queues per login and is permission specific. Each tab in the display displays different information to be monitored. Agents in individual queues can be monitored in the Queue Agents tab. Summary information for the supervisor s queues can be viewed in the Queue Overview tab. The Call Activity tab displays active and waiting calls. The Alerts tab shows any alerts that are triggered. INsight User Reference 2

2.3 Agents Participating in Queues Agents can participate in one or more call queues. Agents can sign in to a queue by dialing a specific extension (varies per Asterisk PBX implementation). Each Agent is represented by row in the Queue Agents tab. The icon is color coded to represent the current status of the agent extension: Agent row Red: Agent is paused Agent row Green: Agent is available and Not In Use Agent row Yellow: Agent is on a call in a different queue than the queue currently in view Agent row Orange: Agent is on a call in the queue that is currently being viewed Agent row Light Blue: Agent row is currently selected. If an active call is taking place, the supervisor can use any of the monitoring functionality. Once an agent registers to a queue, certain actions are available on the agent icon: Logout: Logs Dynamic/ASG agent out of specified queue. Static Agents will not have the Logout option. The Logout button toggles to Login when an agent Not In Use is selected. Pause: Keeps agent registered to queue but temporarily suspends calls from ringing the agent s device. Dynamic agents may also sign out from queue participation by dialing a specific logout extension. ASG agents may sign out from queue participation by hanging up the associated device. 2.4 Active Calls Once an agent has registered with a specific queue, the agent row will appear in green. When the agent accepts a call, the agent icon will turn orange, a timer will begin to display the call duration, and the monitoring buttons will become useable. This is referred to an active call. Available monitoring actions for active calls are Listen, 3Way, Whisper, and Barge. Selecting these action buttons will: Listen: Allows the supervisor to listen without the agent or caller knowing. 3Way: Allows the supervisor to bridge into the call with the agent and caller. You must be listening to a call to use this function. Whisper: Allows the supervisor to speak with the agent without the caller hearing. You must be listening to a call to use this function. Barge: Allows the supervisor to take the call and drop the agent so the supervisor is only talking to the caller. You must be listening to a call to use this function. Active calls can also be viewed and monitored from the Queue Agents tab or in the Call Activity tab. The Active Calls section of the Call Activity tab displays active calls for all queues. The monitoring functionality can be accessed from either the Queue Agents tab or Call Activity tab. INsight User Reference 3

2.5 Waiting Calls Calls waiting in queues are viewed and accessed from the Call Activity tab. The Waiting Calls view in the Call Activity tab displays calls waiting in all queues. Available monitoring actions for active calls are Triage, Redirect, and Grab. Selecting these action buttons will: Triage: Allows the supervisor to speak with the caller waiting without removing them from the queue. Redirect: Allows the supervisor to transfer the call to another extension. Grab: Allows the supervisor to answer and field the call. 2.6 Alerts INsight has 3 alerts that can be configured. The alerts are queue specific and when triggered, appear in the Alerts tab. The alerts are as follows: Agent Threshold: A minimum number of agents that should be logged in to the queue. Call Wait Alert: A maximum amount of time a call should hold before being answered. Call Length Alert: A maximum amount of time an agent should speak with a caller. INsight User Reference 4

3 Reporter The File pull down menu provides a link to Reports. Reports displays statistics associated with agent activity. Selecting this action will activate the Reporter in Chart mode or Data mode. The Reporter allows querying of historical data by Agent or Queues and by a time period. 3.1 Data View The Reporter provides a set of pre-defined reports by Agent, Queue, Queue Summary, or Dialout activity. The time period for the report can be specified by any of the pre-determined times or a specific date range. Any underlined heading can be expanded to get further detail. 3.2 Graph View The Graph link is included for all reports types and can be accessed by selecting the link at the bottom right of the report. In Graph view selecting the time period activates a check list of all available metrics that may be viewed. To change the data in the graph, simply check the metrics that should be displayed. You can also change the scale of the graph. 3.3 Email Report By selecting Email Report, a report will be sent to one or multiple email addresses. Either Agent or Queue reports may be specified. In addition to Data and Graph formats, a Delimited format is offered through the Email Report. This type of report creates a Comma Separated Value (.csv) format data file of the report information and sends it to the specified email path. Users may then use this file to import report information into database, reporting, and/or spreadsheet applications to further manipulate Agent and Queue activity data. INsight User Reference 5

The frequency of the report generation can be established as a one time event, or scheduled on a periodic basis. 3.4 Report Heading Definitions Queue Report Time Values starting at this hour Calls Total calls SLR Percentage of calls answered within 120 seconds Aban Total abandoned calls AbR Percentage of calls that were abandoned AA Average wait before caller abandoned AH Average wait before agent answered ACT Average call time TCT Total call time TxR Transfer rate Agent Report Agent Agent name ACT - Average call time TxR - Transfer rate Calls - Total calls TCT - Total call time C/Hr Average calls per hour Pause Total pause time Queue Summary Queue Queue name Calls Total calls SLR Percentage of calls answered within 120 seconds Aban Total abandoned calls Exited Total count for three separate end cases for calls (Exit with queue timeout; Exit when queue is empty; and Exit with key press) AbR Percentage of calls that were abandoned AA Average wait before caller abandoned AH Average wait before agent answered ACT Average call time TCT Total call time TxR Transfer rate Dialout Report Agent Agent name ACT Average call time Calls Total calls TCT Total call time UnAns Total unanswered calls TUT Total unanswered time Call Detail Date & Time Date and time call occurred INsight User Reference 6

Caller ID CallerID of the caller Hold Caller hold time before answered/abandoned Agent Agent that took the call Queue Queue that the call belonged to CT Duration of call Resolution How the call ended Recording Link to call recording (if available) 4 Configuring INsight The ASG Configurator is used to define the behavior of the INsight product. The Configurator interface is used for adding, defining and removing users, devices, and queues; and associating devices to agents and agents to queues. This interface is used to define the behavior associated with users such as who can administer queues, who can barge calls, and what device to ring when a call is barged. This interface is also used to define which lines are incoming trunks, and the call time threshold an agent should be expected to participate on a call. See the Configurator Admin Guide and Call Center Configuration for more detailed information. INsight User Reference 7