V3 Realtime

In the real-time section, you can monitor the status of agents, telephones and trunks and view real-time information about queue and outbound calls.

Voice Realtime

Open

In this section, you can monitor all the activities taking place in the Voice queues and eventually change its configuration and workflow in real-time.

You can also view the Agent's status on all the available channels and eventually modify it. 

 

When you enter the Voice Realtime Section you find the following tabs:

Open

 

Agents 

In the Realtime Section, you can monitor Agents at work and change their status on the fly, according to your organization’s needs.

First of all you can see a summary at the top of the page with an Agents' summary widget, indicating the total number of logged agents and relative status (idle, paused, busy) to provide an immediate and clear overview of agent status to facilitate real-time monitoring and management. In each moment you can decide to hide or show the summary

General View

• Name and internal number

• Status, which can be:

  • IDLE if the Agent is currently not working on all the channels

  • BUSY if the Agent is currently working on one or more channels (moreover if an agent books a pause after the current call, you see next to busy status the icon of cup pause)

  • PAUSE/DEFAULT PAUSE/LOGININPAUSE/CUSTOMPAUSE: if the Agent is in pause (one of the available types of pause or any Custom Pause defined in Tools: Pause)

  • ONHOLD if the Agent is currently on hold

• Login Time: the time the Agent is logged in

• Pause Time: the time the Agent is in Pause

For all the Agents using the Phonebar (version 5.1.31.0 or later) that have the manual Screen Recording function activated and configured for the agent, there will be a special icon displaying that this feature is operational:

For the Agents that have this feature configured, in the three dots command menu there is also the entry Manage Screen Recording that can be used by the Supervisor to start/stop the screen recording from realtime:

Channels View

for any available Channel installed on your XCALLY Motion server, you will see a specific column reporting the activities of the Agent:

• Info:

  • the name of the queue the call has been managed (if any)

  • the caller number (inbound) or the called number (outbound)

  • the phone number Alias

  • the call timer
    
    

• Other Channels (Chat, Email, SMS, Open Channel and Fax) where the Agent activity can be one of the following:

  • IDLE: The agent is not engaged in any interaction

  • WORKING: The agent is currently engaged in an interaction

  • PAUSE: The agent is in pause

For all the Channels, except the Voice channel, the Status can also be MAX CAPACITY when the number of the max concurrent open interactions for the Agent is reached (see Other Channels section in Agents here on how to configure this value):

Moreover, when an agent is inactive, with the timer present in the Info field on the Voice column, the admin/planner can see the time spent since the last call handled by the agent. This value is shown only when the agent is on ready status waiting for new interactions (timer restarts from 00:00:00 every time that an agent finishes a pause or ends a call)

Telephones

This section shows list of all telephones in the system with information about their internal number, phone state and phone status:

• Phone state is status of the telephone: ringing, in use or not in use.

• Phone status is telephone’s SIP status: registered or unregistered.

Trunks

This section shows a list of all trunks in the system with information about the trunk status and registry:

• Trunk Status shows the status of a SIP trunk registration to the Motion server.

• The registry shows SIP registration status when Motion registers as a client to the provider.

Queues

This section shows a list of voice queues with the following information:

• Name: the voice queue name.

• Logged In (SIP connected): number of agents logged in the queue and number of agents with connected/registered SIP.

• Available: number of agents in the queue that are available to receive calls.

• Paused: number of agents paused in the queue.

• Talking: number of agents in the queue on an ongoing call. To improve the quick access to details of active calls, starting from version 3.40.0, by clicking on the number of talking calls, you are redirected to Queue Calls tab with Talking filter applied.

• Busy: number of agents involved in a call in this or any other queue.

• Waiting: number of calls waiting in the queue. To improve the quick access to details of waiting calls, starting from version 3.40.0, by clicking on the number of waiting calls, you are redirected to Queue Calls tab with Waiting filter applied.

You can add/remove an agent to/from a queue in real-time clicking on 3 dots menu → Add Agents to Voice Queue → Select/Remove agents.

Queue Calls 

This Section shows real-time information about calls in queues.

• Phone number/Extension: Phone number on which you receive the calls

• Alias: descriptive name associated to the phone number.

• Queue: the queue the call belongs to.

• Caller: the caller name and phone number.

• Agent: the agent that is managing the call or, if any Agent has answered yet, the status "Waiting For Agents". 

• Duration: the time interval between when the call was answered and when it was completed.

Moreover, you can filter Queue Calls for

Queue Group Calls

This section shows in real-time the calls made in Queue Groups

You will see details about:

• The number associated to the queue group

• Alias

• Group name

• Caller

• Duration

Abandoned Queue Calls

This Section shows the list of abandoned and unmanaged calls. They can be filtered by:

• the call list start date

• the Agent to whom the call has been assigned to

• the queue the call entered

Clicking on  the Administrator can assign a call to an Agent:

 or add/change its disposition:

Queue Parameters

This Section shows list of queue campaigns with the following information:

• Name: the queue name.

• Total offered: total number of queue calls. Total offered = Answered + Abandoned.

• Answered: total number of queue calls managed by agents.

• Abandoned: total number of queue calls abandoned by callers.

• Unmanaged: total number of unmanaged queue calls due to timeout, joinempty, leavewhenempty and exitwithkey

• Avg Hold time: the average of time calls spent waiting in the queue.

• Avg Duration: average duration of calls in the queue.

• Avg Billable: average billable time in the queue.

Outbound Calls

This section shows real-time information about outgoing calls.

• Source: the caller phone number.

• Destination: the caller phone number.

• Alias: descriptive name associated to the phone number.

• Duration: the time interval between when the call was answered and when it was completed.