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Motion Bull Realtime

Motion Bull Realtime

Overview

In the Realtime section, you can monitor all ongoing activities within the Motion bull campaigns.

You can also view the status of agents across all available channels and update their status if needed.

You can find Realtime section under the XCALLY Motion Bull menu:

 

Click on one of the following Tab to open the related view:

 

Agents

In the Realtime Section, you can monitor Agents and change their status instantly, according to your organization’s operational needs. 

Explore Realtime Agents wiki

 

Queues

The Queues section displays the list of all queues configured in the system, including the following information:

  • Name: The name assigned to the queue

  • 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.

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

  • Waiting: number of calls waiting in the queue campaign.

  • Queue Calls Originated: number of dialed calls in the queue campaign waiting for a successful connection between an agent and a contact.

  • Message: status of the queue campaign

The following is the list of messages values:

  • Agent not logged: there are no available agents in the queue campaign

  • Not Active: the queue campaign is inactive

  • Interval is Null: the time interval set for the campaign does not exist. Hint: Check if the the time interval exists in Tools → Intervals section

  • Timezone Unknown: the timezone set for the campaign is unknown. Hint: Check if the name of the timezone is correct in Queue Campaign→ Advanced section

  • Interval is Empty: the time interval set for the campaign is empty. Hint: Check if the interval has subinterval(s) in Tools→ Intervals section.

  • Out of Interval (Global): current time is outside the global time interval set for the campaign. Hint: Check the global time interval setting in Queue Campaign→ Advanced section.

  • Out of Interval: current time is outside the time interval set for the campaign. Hint: Check time interval setting in Queue Campaign→ Settings section.

  • Available contacts finished:  there are no contacts in line to be dialed by the dialer. Hint: The hopper is empty. Check in Queue Campaign→ Hopper section.

  • Rescheduled contacts: there are contacts in the hopper that have been called at least once and will be called at the scheduled time. Hint: Check in Queue Campaign→ Hopper section.

  • Running: the campaign is active

  • Trunk is Not Reachable: the status of the SIP trunk registration to motion server is unreachable. Hint: Check the trunk configuration in Tools → Trunks section.

  • Is Deactivated :  the campaign has been disabled but there are still agents talking or originated calls.

  • Blacklist :  the contact in line to be called by the dialer is found to be in the blacklist.

  • Recall Failed: the planned call has not been done

  • Method: dialing method set for the queue campaign.

  • Trunk: the trunk being used in the queue campaign.

  • Active: the state of the queue campaign (Active/Inactive).

Queue Calls

The Section Queue calls shows real-time information about calls in queue campaigns.

  • Queue: the queue campaign the call belongs to.

  • Caller: the contact phone number.

  • Agent: the agent that is managing the call.

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

You can hangup or transfer the call to another agent (this is only possible if the agent is in idle state) or number.

Abandoned Queue Calls

The Section Abandoned Queue Calls shows the list of the queue campaigns calls that have been abandoned before the Agent took the call:

The calls can be abandoned because the waiting time in the queue exceeded the timeout set (Reason: Timeout) or because the customer dropped (Reason: Dropped) it before the Agent answered.

You can filter Abandoned Queue Calls by:

  • call start date

  • Agent

  • queue

Clicking on 3 dots menu the Administrator can

assign a call to Agents:

add/change its disposition:

 

Queue Parameters

The Queue Parameters section displays the list of queue campaigns, including the following fields:

  • Name: The name of the queue.

  • Total Offered :The total number of calls dialed in the queue campaign

    Calculated as: Total Offered = Answered + Abandoned + Dropped + No Answer + Busy + Congestion + No Such Extension + Unknown (Status not recognized by the system) + Originate Failure (The dialer fails to dial a number) + Blacklist.

  • Answered: The number of calls successfully handled by agents.

  • Abandoned: The number of calls terminated by callers before being answered.

  • Dropped: total number of calls dropped by the system after queue timeout expires.

  • Avg Hold Time: The average time that calls spent waiting in the queue before being answered by an agent.

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

  • Avg Billable: The average billable time of calls in the queue.

The IVR Campaign Realtime View

The Section IVR Campaigns shows the list of IVR campaigns and the following information:

  • Name: name of the IVR campaign

  • Total: total number of calls dialed in the IVR campaign

  • Total Managed: total number of answered calls that have entered in the IVR

  • Limited: the maximum number of concurrent calls that will be originated by the dialer for this campaign

  • Originated: number of dialed calls waiting for a successful connection plus number of answered calls that are in the IVR

  • Message: status of the IVR campaign (see below for messages explanation)

The following is the list of messages values:

  • Active: the campaign is active

  • Not Active: the IVR campaign is inactive.

  • Agent not Logged: there is no agent logged associated to the campaign

  • Interval is Null: the time interval set for the campaign does not exist. Hint: Check if the the time interval exists in Tools → Intervals section.

  • Timezone Unknown: the timezone set for the campaign is unknown. Hint: Check if the name of the timezone is correct in IVR Campaign→ Advanced section.

  • Interval is Empty: the time interval set for the campaign is empty. Hint: Check if the interval has subinterval(s) in Tools→ Intervals section.

  • Out of Interval (Global): current time is outside the global time interval set for the campaign. Hint: Check the global time interval setting in IVR Campaign→ Advanced section.

  • Out of Interval: current time is outside the time interval set for the campaign. Hint: Check time interal setting in IVR Campaign→ Settings section.

  • Available contacts finished: there are no contacts to be dialed by the dialer. Hint: The hopper is empty. Check in IVR Campaign→ Hopper section.

  • Rescheduled contacts: there are contacts in the hopper that have been called at least once and will be called at the scheduled time. Hint: Check in IVR Campaign→ Hopper section.

  • Running: the campaign is active.

  • Trunk is Not Reachable: the status of the SIP trunk registration to motion server is unreachable. Hint: Check the trunk configuration in Tools → Trunks section.

  • Deactivated :  the campaign has been disabled but there are still originated calls.

  • Blacklist :  the contact in line to be called by the dialer is found to be in the blacklist.

  • Cally Square Project: the Cally Square project set for the IVR campaign

  • Trunk: the trunk being used in the IVR campaign

  • Active: the state of the IVR campaign (Active/Inactive)