ACD Administrator Dashboard

Business group Admin login: (On the left column, choose: Supervisor Dashboard)

https://portal.brainerd.net/bg/

Administrator Options:

Finding MLHGs in CommPortal

1. Log in to the CommPortal BG Admin interface (http://portal.brainerd.net/bg)
2. Click on Hunt Groups (MLHGs) in the navigation panel on the left of this page.
3. You will now see the MLHG page.
4. If your MLHG is in a sub-department of the Business Group and is not currently being displayed, use the drop-down list at the top of the page to select the Department.
5. You will now see all the MLHGs in this Business Group or Department.

Viewing and modifying MLHG/ACD Queue

1. Select the MLHG by clicking on the Hunt Group name.
2. You will first be brought to the Hunt Group Pilots, which are the numbers that have been configured for the MLHG.
   • A pilot number is one which, when called, enters this MLHG. If you require additional Pilot Numbers, you should contact your telephony service provider.
3. To view and modify the members configured in the MLHG, click Hunt Group Members
   • You will now see details of all the lines which are members of this MLHG, including whether each member is currently logged in.
   • You can click on Actions -> View Line Settings to view the configuration for that particular line.
4. To view and modify the settings for the MLHG, click the Settings
   • You can use this tab to change the name of the MLHG.
   • You can also view the call distribution algorithm that is currently in use for this MLHG and other detailed MLHG settings. If you want to change any of these settings, you should contact your telephony service provider.

Adding a new MLHG member line to an MLHG/ACD Queue

There are two different ways to add a line:

• If you know the telephone number, you can enter it directly.
• If you do not know the telephone number of the line, or want to add a number of lines, you can select them from a list of available lines.

1. To add a single line for which you know the telephone number, type the number in the Add single line field on the Hunt Group Members screen.
2. Click Add.
3. To pick one or more lines from a list of available lines, click the “Add Lines” button on the Hunt Group Members screen.
4. A new screen appears showing all the available lines.
5. Tick the checkbox to the left of the line(s) that you want to add.
6. Click Add Selected.

Removing an MLHG member line from an MLHG/ACD Queue

1. On the Hunt Group Members tab, tick the checkbox alongside the line(s) you want to remove from the MLHG.
2. Click the Remove Selected button.

Changing the position of an MLHG member line in an MLHG/ACD Queue

1. On the Hunt Group Members tab, click the Change Positions button.
2. You will now see a new screen that lists all the lines and their current positions.
3. Use the up and down arrow icons to move the lines to their new positions.
4. Once all the lines are in the correct positions, click Apply to save your new configuration.

Accessing the Supervisor Dashboard and ACD statistics:

Once calls are coming in to the MLHG, you can use the CommPortal BG Admin interface to launch a range of pages that provide real-time and historical statistics on how each of your MLHGs is performing.

Tip: In the ACD interface, the term 'Queue' refers to the MLHG acting as a Call Center and 'Agent' to its members.

Business Group Administrator Summary Screen:

On this screen you can see summary information about all the MLHGs together (if you have more than one in your Business Group):

• The white numbers in the gray boxes on the top right of each graph are a snapshot at the current time. The graphs show historical data for the time period selected.
• Each gray box will display an icon and a tool tip indicating whether the value is a cumulative total or real-time value.
• Real time data
• Cumulative
• You can hover over the data lines on the graphs to see tooltips giving information for a specific time within the time period of the graph.
• You can click on a time period at the top of the screen to show historical data for a different time period, for example 1 Day or 1 Week.
• You can download a .csv file that has more detailed statistics of all your queues for a selected time period.

Viewing the Integrated ACD Summary screen:

The default view shows the current real-time values (the white numbers in the gray box on the top right of each graph) and 1 hour historical data (on the graphs) for the following.

• Average waiting time for a call to be answered.
• Number of callers waiting in the Queue(s) managed by this BG Administrator.
• Number of Agents who are logged in.
• Number of calls (a combination of received, answered, abandoned and rejected calls)

The following statistics are displayed on the Queues screen of the Supervisor Dashboard:

• Use the checkboxes on the left side of the screen to display statistics for a single Queue or for a combination of Queues.
• This panel shows the MLHG Pilot Number and the number of calls that are currently waiting

The following statistics are displayed on the Queues screen.

• Average Waiting Time (duration)
• This is the sum of queuing and alerting (when a call has been hunted to a particular agent and that agent's line is ringing) times.
• Callers Waiting (calls)
• This is the number of callers waiting in the queue. Calls arriving in the MLHG may be put in a queue if all the lines are busy and your MLHG is configured to hold callers in a queue. When an agent becomes available, the first call in the queue will be hunted to that agent and it will not be counted in this statistic even if the agent has not yet answered the call.
• You will not see this statistic if your MLHG is configured to only accept a call when an agent is available.
• Logged in Members (agents)
• The number of agents who are currently logged in.
• Calls Received (calls/hr)
• This is the rate at which incoming calls arrive.
• Calls Answered (%)
• This is the percentage of received calls that were answered.
• Calls Abandoned (%)
• This is the percentage of received calls where the caller hung up before it was answered.
• Calls Rejected (%)
• This is either the percentage of received calls that were rejected as busy (if you have disabled queuing) or the percentage of received calls that were rejected when the queue was full.
• Abandon Time (duration)
• The average time a caller waits in a queue before hanging up without their call being answered.
• Call Duration (duration)
• The average duration of answered calls.
• Wrap-up Time (duration) - Premium ACD only
• The average time spent by agents completing any work associated with a call after the call itself has ended.
• Pilot Calls Received (calls/hr)
• Calls may arrive in a queue either via the pilot number(s) or by calling one of the agents directly. You can configure your queue so that, if that agent is busy when the call arrives, the call is then queued as if it arrived via the pilot number(s).
• Alerting Time (duration)
• This is the average time between the call being hunted to an agent and the agent answering their phone. This statistic, along with Hunt attempts not answered, provides a useful metric of how responsive your call center agents are.
• Logged-in Agent States (%) - Premium ACD only
• This is the percentage of time that agents in the selected queues spent in each agent state
• Current States (%) - Premium ACD only
• This is the percentage of agents that are currently in each state. Only states that are currently being used by agents are shown.
• Disposition Codes (calls) - Premium ACD only
• The total number of calls that have been assigned each disposition code by agents in the selected queues.
• Calls Queued (%)
• This is the percentage of incoming calls that are queued.
• If all agents are busy in other calls, an incoming call will be queued until an agent is available.
• If you have disabled queuing so a call is only accepted if an agent is available, this statistic will be hidden.
• Queued Calls Timed Out (%)
• You can configure your queue to timeout calls that have been queued for longer than a specified time. However, we would recommend implementing a different behavior in this scenario, for example by forwarding the caller to voicemail. If you see a lot of calls being timed out, then you probably need to add more agents to the queue.
• If queuing has been disabled, a call will only be accepted if an agent is available, and this statistic will be hidden.
• Hunt Attempts Timed Out (calls/hr)
• This is the number of calls that were hunted to a particular agent but the call timed out before the agent answered, and the call was then hunted to another agent. If the caller simply hung up before the agent answered, this is not counted in this statistic. This statistic is only shown if hunt on no answer is configured for this MLHG.
• This statistic, along with Alerting time, provides a useful metric of how responsive your call center agents are.

The following statistics are available on the Agents screen of the Supervisor Dashboard:

• Calls answered (calls/hr)
  • The rate at which this agent answered incoming calls.
• Calls timed out (calls/hr)
  • The rate at which this agent failed to answer calls (the calls may therefore have been hunted to another agent). This statistic tracks calls that were unanswered because the call was timed out when ringing this agent. If the caller simply hung up, then that is not counted here.
• Time in queued calls (%)
  • The time this agent spent in calls that arrived via a queue.
• Time in internal calls (%).
  • The time this agent spent in calls from other members of their Business Group.
• Time in external calls (%).
  • The time this agent spent in calls dialed directly to the agent from outside the Business Group.
• Time in outgoing calls (%)
  • The time this agent spent in outgoing calls.
• Time otherwise unavailable (%)
  • The time that this agent was unavailable to answer calls without already being in a call, for example because they enabled Do Not Disturb on their line.
• Time logged in (%)
  • The time this agent was logged in to a queue. This number may exceed 100% if the agent is a member of more than one queue.

Viewing the Agents screen:

On the Summary screen, you can change the browser window to one that shows detailed information on the Agents in the Queues that you administer.

• Click on the Agents box on the left of the Summary screen.

The default view shows the current values (the white numbers in the gray box on the top right of each graph) and 1 hour historical data (on the graphs) for the first Agent in the Queues that you administer.

• Use the radio button to select the statistics for a different agent.
• Use the red Download All Agents button to download information about all your Agents. The download will include statistics per agent for each Queue that they belong to.

The following statistics are available on this screen. Note that some of these statistics will only be shown if you are managing at least one Queue that is using the Premium ACD service level.

• Calls answered (calls/hr)
• The rate at which this agent answered incoming calls.
• Calls timed out (calls/hr)
• The rate at which this agent failed to answer calls (the calls may therefore have been hunted to another agent). This statistic tracks calls that were unanswered because the call was timed out when ringing this agent. If the caller simply hung up, then that is not counted here.
• Time in queued calls (%)
• The time this agent spent in calls that arrived via a queue.
• Time in internal calls (%)
• The time this agent spent in calls from other members of their Business Group.
• Time in external calls (%)
• The time this agent spent in calls dialed directly to the agent from outside the Business Group.
• Time in outgoing calls (%)
• The time this agent spent in outgoing calls.
• Time otherwise unavailable (%)
• The time that this agent was unavailable to answer calls without already being in a call, for example because they enabled Do Not Disturb on their line.
• Time logged in (%)
• The time this agent was logged in to a queue. This number may exceed 100% if the agent is a member of more than one queue.
• Wrap-up Time - Premium ACD only
• The average time spent by this agent completing any work associated with a call after the call itself has ended.
• Agent States - Premium ACD only
• This is the percentage of time that this agent spent in each agent state.
• The state that this agent is currently in is shown in the top right corner.
• Disposition Codes (calls/hr) - Premium ACD only
• The total number of calls that this agent has assigned to each disposition code.

Agent State Types

There are two types of Agent States.

• Available- Agents in the Available state can answer calls arriving from a Queue or direct-dial calls.
• Unavailable- Agents in an Unavailable state cannot answer calls arriving from a Queue. However, they are still able to answer direct-dial calls.

If wrap-up is enabled, the wrap-up state will be shown as an additional Unavailable state.

As Agents may be unavailable for a number of reasons, Premium ACD allows you to configure up to 30 unavailability reasons that Agents can choose from when moving to an Unavailable state. Each of these gives a different reason as to why an Agent is not currently able to take calls. For example, you can configure unavailability reasons that indicate an Agent is at lunch or in a meeting.

You can enable or disable Agent States for your Business Group using the Settings screen.

Viewing Agent States

The Agents page allows you to see a real-time indication of the state of each Agent in the Queues that you manage.

Agents page

The state that an Agent is in is displayed as an icon to the right of their name in the Agents panel on the left side of the screen. There are four possible icons.

• The Available  icon indicates that this Agent is in an Available state and is not currently in a call.
• The Unavailable icon indicates that this Agent cannot currently take calls arriving from a Queue. However, they are still able to answer incoming direct-dial calls. This icon will pulse if the Agent is currently in the wrap-up state. The reason that the Agent is unavailable is given in parentheses.
• The In a Call - Unavailable icon indicates that this agent is in an Unavailable state, but is currently handling a call. This icon will pulse if the Agent is in the wrap-up state.

You can also see an Agent's current state in the top right corner of the Agent State statistic graph, as shown below.

Accessing the Wallboard views

The Summary, Queues and Agents pages can also be displayed as a Wallboard view. The Wallboard view removes the navigation and shows data for the time period that is currently selected.

• Ensure that you have selected the appropriate time period that you want to display on the Wallboard view.

To access the Wallboard view:

• Click on the button at the top right of the screen to display the Wallboard view.

Wallboard view button

To return to the standard view:

• Click on the button at the top right of the screen to display the standard Summary view.

Standard view button

The Summary screen Wallboard view

The Summary Wallboard view retains but enlarges the graphs.

Summary Wallboard view

The Queues and Agents Wallboard views

The Queues and Agents Wallboard views simply display the name of the statistic and the current real-time value.

Queues Wallboard view

This view could be extremely useful if you want to see at a glance how your Queues or Agents are currently performing.

Managing ACD settings:

You can access the Integrated ACD Settings page by clicking on the Settings box on the left of the Summary screen.

Integrated ACD Settings page

Enabling or disabling simultaneous login to multiple Queues

You can choose to allow Agents in this Business Group to be logged in to more than one Queue that requires explicit login. If this setting is disabled, Agents will be automatically logged out of a Queue that requires explicit login if they try to log in to another.

Note that this setting does not affect Queues which do not require explicit login. Agents are always allowed to be logged in to more than one of these Queues simultaneously.

Detailed procedure

1. To enable or disable simultaneous login to multiple Queues, check or uncheck the box markedAllow simultaneous login to multiple MLHGs as appropriate.
2. Click theSave pushbutton in the top right corner of the Settings page to confirm your changes.

Enabling or disabling agent states

You can enable or disable the use of agent states for all Queues in this Business Group.

Detailed procedure

1. To enable or disable agent states, check or uncheck the box markedAgent States - Enabled as appropriate.
2. Click theSave pushbutton in the top right corner of the Settings page to confirm your changes.

Adding or removing unavailability reasons

You can add up to 30 additional unavailability reasons that can be used by Agents to indicate why they are currently unable to take calls arriving via any of their queues. You can also remove any existing unavailability reasons.

Note that Agent States must be enabled before you can add or remove any unavailability reasons.

Detailed procedure

1. To add a new unavailability reason, type its name into the field labeledStart typing to add another unavailable state at the end of the list.
2. To remove an unavailability reason, delete the text and leave the field blank.
3. Once you have finished adding and removing unavailability reasons, click theSave pushbutton in the top right corner of the Settings page.

Enabling the wrap-up state for a Queue

The wrap-up state is an Agent State that your Agents will enter immediately after completing a customer call. While in the wrap-up state, Agents should carry out any work related to the completed call.

Note that Agent States must be enabled before you can enable the Wrap-Up state for a Queue.

You should decide whether you want to configure any disposition codes for Agents to use to indicate how a call was resolved. If you do want to configure disposition codes, you should also decide whether Agents must assign a disposition code to a call before they are able to leave the wrap-up state.

Detailed procedure

1. To enable the use of the wrap-up state for a Queue, find your chosen Queue on the Settings page and check or uncheck the box marked Use 'Wrap-Up' state as appropriate.
2. If you decided that you wanted to add disposition codes, type one of your chosen codes into the empty field underneath the Disposition Codes heading. Once you begin typing in the empty field, another field will appear underneath. Enter your second chosen code into this new field, and so on until you have entered all of your chosen codes.
3. If you decided that Agents must assign a disposition code to a call before leaving wrap-up state, ensure that the Required checkbox above the list of disposition codes is checked.
4. Click the Save pushbutton in the top right corner of the Settings page to confirm your changes.

Adding or removing disposition codes

You can add up to 30 additional disposition codes that can be used by Agents to indicate how a call was resolved. You can also remove any existing disposition codes.

Note that Agent States and the wrap-up state must be enabled before you can configure disposition codes.

Detailed procedure

1. To add a new disposition code, type its name into the empty field at the end of the list.
2. To remove a disposition code, delete the text and leave the field blank.
3. Click the Savepushbutton in the top right corner of the Settings page to confirm your changes.

Interpreting the statistics:

On each screen, the white numbers in the blue boxes on the top right of each graph or on the Wallboard views are a snapshot at the current time and represent real-time values. The graphs show historical data for the time period selected.

The statistics will auto-refresh to keep the data current. This happens without the page reloading.

• For real-time data, the statistics auto-refresh every 30 seconds.
• For historical data, the statistics auto-refresh every 5 mins when the 1 or 8 hour views are selected, every hour when the 1 day or 1 week views are selected or every day when the 1 month or 1 year views are selected.
• The list of queues and agents currently configured auto-refreshes every 5 minutes.

The statistics shown on the Integrated ACD screens are calculated using different metrics. The statistics always use the mean when combining multiple queues, or combining 12 x 5 min stats into 1 hour and 24 x 1 hour stats into 1 day. The running average is used for the real-time value of calculating event based statistics (that is, all statistics except Callers waiting, Logged in members). This is therefore effectively a weighted mean of the last ~5 events.

• Some statistics are calculated as a percentage that will be a proportion of the time period selected spent on that particular activity. For example, if the 1 Hour time period is selected, statistics are shown in 5 minute segments, and the current 5 minute period would therefore be 300 seconds.
• The number of calls per hour statistic is updated as calls arrive, and is calculated as 1 divided by the gap between the two most recent calls. There is a running average that takes the mean of the most recent values (for example the last 5 calls), but weighted so that the most recent changes count for more. If the rate of calls suddenly changes, the value will still partly reflect the old rate until several new calls have arrived.

This means that during low call volumes the real-time statistic may at first seem too high because it now takes a long time for a call to arrive at the new rate. For historical values, the statistic takes the number of calls and divides by the granularity (for example, if you have 2 calls in 5 minutes, you will have 24 calls per hour).

For the following statistics, the real-time values are updated as new data becomes available. If there are very low call volumes, then the last call of the appropriate type may have been some time ago and so the real-time value will become stale. For example, a call arrives and is answered, and the duration of the call is 5:43. There are no further calls for the next hour, but the Call duration statistic remains 5:43. If a new call arrives, was answered and the call duration was 1:23, the Call duration statistic is updated to with this new value (though it will still be a running average of the last few calls, so will not drop immediately all the way down to 1:23).

If there are no calls currently waiting or currently active then the waiting time or call duration will be reported as zero.

• Waiting time
• Abandon time
• Call duration
• Alerting time

The following statistics are tracked as numbers. The real time value is the actual number at that refresh point, whereas the graph is the mean over that time period. If an agent logs out during the period of the graph, they will be shown as logged in for less than 100% of the time. For example, an agent logging out for 1 minute in a 5 minute period will be shown as logged in for 80% of the time. Callers waiting may show as a fraction when calculating historical values.

• Callers waiting
• Logged in members