Monitoring & Analytics

Live Dashboard

The ChaseData CCaaS Management Console is a very good tool not just to configure call management behavior, but also to monitor the health of the operation. One of the means to do so is the Live Dashboard, which can be used by authorized managers and supervisors to view ongoing live information about agents, outbound call activity, and inbound call activity.

To access it, go the main menu area on the left, and click on the Live Dashboard menu; you will be presented with a number of tabbed panels to access a particular area.  Refer to the following picture.

The Live Dashboard consists of a split-panel view, with the top view used for the information for the particular area (tab) selected, while the bottom view presenting details on current calls (Active Lines) in a tabular form. Refer to the following picture.

In addition to the built-in real-time activity and statistical information, you can also dock any available Custom Reports into the Dashboard. Do note that to be able to do so, the applicable custom reports must be available and enabled for you to by ChaseData (see to Admin Accounts). Refer to the following picture.

You also have the option to make any document on the Dashboard, both built-in items and applicable custom reports, Floating, Dockable, or Tabbed by right-clicking on the tab or title bar of the applicable item. Refer to the following picture.

Agent Monitor

The Agent Monitor area of the Live Dashboard allows viewing live (near-real-time) information about logged in Agents; it does so through charts and/or Lists. Refer to the following picture for a typical display setup.

This area of the Live Dashboard can be configured by expanding Settings at the top of the panel area; this allows you to specify what to show about agent activity, and whether and how to group agents.  It lets you choose whether to show just one of charts and lists, or both; the frequency polling of agent information, and even the color scheme.

From here, you can also expand Monitoring at the top of the panel area to turn on monitoring of agent calls, whether in Listen Only mode, Coach/Pupil mode, or Barge mode.

Refer to the following picture.

Campaign Stats

The Campaign Stats area of the Live Dashboard allows viewing live (near-real-time) information about Outbound Campaigns; it includes three tabs, Available Leads, Dialing Statistics, and Loaded Leads (for a specific Campaign). Campaigns Stats can be sorted by Campaign, Most Dialed, More Agents, Highest Contact Rate, and Highest Drop Rate; this is done via the pull-down menu on the top-left of the window panel. Refer to the following picture.

Campaign Stats are available for active Campaigns, which are each shown in separate window sub-panel, of which one is expanded, and the rest are summarized; this includes a sub-panel for All Campaigns. To switch a summarized campaign to be in the expanded sub-panel, click on the expansion icon on the top-right of the corresponding summarized sub-panel.

The Available Leads tab of Campaign Stats shows an agent summary, as well as two graphical representations of the number of leads (Contacts) available for dialing (out of total leads) and the actual dialing cache, if the selected Campaign(s) include outbound lines.  The Dialing Cache shows both the size of the cache and the current level of processing on the cache.

Refer to the following picture.

The Dialing Statistics tab provides statistical information around Contacts and calls attempted to those Contacts. Information on Contact status is presented in both an ordered list and in a graphical manner (chart).  The chart is color-coded based on disposition / wrap-up code type. Refer to the following picture.

The Loaded Leads tab is available for individual campaigns (not for All Campaigns) and shows, in a tabular form, Contacts in the Campaign that are available for dialing. It also shows, above the table, current cache and dialing activity on those Contacts (leads). A Contact (lead) row can be expanded using the ‘+’ icon on the left end of the corresponding row. Refer to the following picture.

An expanded Contact (lead) row shows call history for the Contact. Refer to the following picture.

Inbound Dashboard

The Inbound Dashboard part of the Live Dashboard allows viewing live (near-real-time) information about Inbound Calls; it includes three tabs, Active Calls in Queue, Inbound Metrics, and Agent Metrics. Refer to the following picture.

The Active Calls in Queue tab provides charts about the agent queue and status statistics, the inbound activity and its handling statistics, and incoming call distribution.  It also shows the inbound call queue in a tabular form.

The information display of the Active Calls in Queue can be configured by expanding Settings at the top of the panel area; this allows you to specify which charts to display and in which mode, as well as customize some of the chart colors.

Refer to the following pictures.

The Inbound Metrics tab provides a healthy amount of statistics on Inbound Calls. On the top, a Metrics Grid provides statistics in a tabular form, grouped either by Campaign or Source (DID).

Below that, charts provide Metrics Total, which show amount and percentage of calls for each handling method; it also includes the First Call Resolution (FCR) value and its ratio over Handled By Agents. In addition, it provides longest and shortest Wait Time information.

Next are the Inbound Calls and Call Details charts, which can be configured to show metrics for the Day or for a Timeframe.

And finally, a radar chart of the Campaign distribution of inbound call activity.

The information display of the Inbound Metrics can be configured by expanding Settings at the top of the panel area; this allows you to specify which charts to display and in which mode, as well as what information to include on them.

Refer to the following pictures.

The Agent Metrics tab provides statistics for each Agent, related to number of calls and talk time. Refer to the following picture.