Realtime view

Owned by Valerio Ciotta
Last updated: Sept 06, 2021 by XCALLY Knowledge (Unlicensed)
6 min read

The Queue Campaign Realtime View 

 In the real-time environment, you can monitor agents and queue campaigns in real-time.


On this page:


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




Agents


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


The list shows, for all the agents currently logged in the system, general and per-channel activity information.


The list of Agents Activities can be searched or filtered clicking on:

 

Data can be filtered by Agent Status or by Queue. 


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
    • 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

You can click on  in order to change the Agent Status:

to Logout or Pause, or to Add/Remove the Agent to a Voice Queue (this change doesn't apply to interactions which are already ongoing and allows you to choose the queues from a list).


If the Agent is already in Pause you will see a different command menu:

with an End Pause command (you can also change the Pause type).

Add an Agent to Queue is contextual and depends on which module you open this window. Pause, End Pause and Logout are instead commands that apply to the global working session



THE FOLLOWING FEATURE IS AVAILABLE STARTING FROM XCALLY MOTION VERSION 2.4.0


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:

  • if not in use at the moment the icon is grey:

  • if in use at the moment the icon turns green:


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:

When you click on this entry, if the screen recording is off you can activated it:

Once started the available command in this section will be "Stop Screen Recording".


The Agent will be notified that the Screen Recording has been activated by the corresponding grey button  on the Phonebar becoming red and blinking for the whole recording session.


Channels View

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

  • Voice shows the following information: 
    • Status, one among:
      • UNAVAILABLE: the Agent Phonebar or device is currently unavailable
      • UNKNOWN: the Agent Phonebar or device status is unknown (e.g. the Agent has never used them)
      • IDLE: the Agent is not engaged in any voice interaction (voice call)
      • RINGING: the Agent device or Phonebar is currently ringing
      • TALKING: the Agent is currently engaged in a voice interaction (voice call)
      • PAUSE: the Agent is in pause
  • 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 MAXCAPACITY 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):

 


Queues



The Section Queues shows the list of queue campaigns with the following information:

  • 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 campaign that are available to receive calls.
  • Paused: number of agents paused in the queue campaign.
  • Talking: number of agents in the queue campaign 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 (see below for messages explanation)
  • 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 Campaign Messages

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

       

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.

The list can be filtered by:

  • the call start date
  • the Agent whom the call has been assigned to
  • the queue the call entered


Clicking on  the Administrator can assign a call to Agents:

or add/change its disposition:


Queue Parameters

The Section Queue parameters shows the list of queue campaigns and the following information:

  • Total: total number of calls dialed in the queue campaign, where Total = 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.
  • Total offered: total number of queue calls, where Total offered = Answered + Abandoned + Dropped
  • Answered: total number of queue calls managed by agents.
  • Abandoned: total number of queue calls abandoned by callers.
  • Dropped: total number of calls dropped by the system after queue timeout expires.
  • Avg Hold time: average amount 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.



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)
  • 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)


IVR Campaign Messages

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.