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Hosted PBX - Users - Call Centre Supervisor Overview

Last Updated: Friday 5 May 2023

This will give you an overview of what the various features included with the Call Center Supervisor Role are used for.  

Stats Grid 

The Stats Grid give you quick access to color-coded performance information based on configurable parameters. 

  • Green = value accepted 

  • Yellow = value is within the range of your lower threshold 

  • Red = value meets or exceeds your upper threshold 

  • White = no thresholds are configured for the statistic 

A screenshot showing a stats grid of various metricsTo edit the stats grid: 

  1. Click the Settings button above the stats grid. The Call Center Savings page appears, with the Stats Grid tab displayed

  2.  Configure the Lower and Upper Thresholds for the statistics you want to show on the stats grid

    Screenshot showing how to configure the Lower and Upper Thresholds for the statistics you want to show on the stats grid

  3. Click the General tab 

  4. Use the Service Level Agreement slider to specify a value that will be used to calculate the Service Level Percentage statistic. This value determines whether a call was answered in an acceptable amount of time (seconds) 

  5. Use Filter Stats Grid by Queue to determine whether the stats grid is shown for all call queues or one specific call queue 

  6. Click Save 

Call Center Reports 

The Portal can generate custom reports about call queues. These reports provide a graphical overview of call center statistics over a given period. The reports can cover the entire call center, queues, or individual agents. This granularity enables call center supervisors to monitor their call center.

To generate call center reports: 

  1. On the Call Center page, click the Reports tab 

  2. Select a date range 

  3. Use the Type drop-down list to select the type of report you want to generate (see the following sections for more information): 

  4.  Queue Stats 

  5. Agent Stats 

  6. Agent Availability 

  7. DNIS (Dialed Number) Stats 

  8. Abandoned 

Queue Stats 

The Queue Stats report allows supervisors to view specific attributes on a queue-by-queue basis based on user-configurable attributes.

The drop-down list shown below allows you to select the information that will appear on the report

Dropdown menu showing queue stats

To change the available configuration fields, click the Table Settings gear from the pop up. When a list of check boxes appears, check the fields you want displayed and uncheck the ones you want to hide

You can now select the statistics you want shown on your report.

NOTE: You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different coloured rows. Clicking the first column header, which shows the bar graph icon, toggles all of check boxes on or off.  

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