We have introduced new enhancements and changes in the Virtual Contact Center Analytics 1.2 release.
As a contact center manager monitoring agent performance or call handling capability of a queue, you want to closely monitor certain key performance indicators (KPI) to ensure customer satisfaction. Whether it is the call waiting time in a queue, or longest hold by an agent, you want to access these KPIs quickly on your dashboard without having to hunt for them on your data rich dashboard. With the new single metric widget for agents or queues, you can now select an important metric and create a widget to display these critical KPIs prominently as desired. This improves the visibility of the most important metrics. Watch if the average handling time of a call of an agent exceeds five minutes or if the longest waiting time for a queue exceeds a certain time limit. These widgets draw immediate attention to the KPIs on the dashboard. Get to the numbers quickly and act fast to take corrective actions.
Learn how to create a single stat widget for queue and agent performance metrics.
Instead of the dd/mm/yyyy format, the date format on timestamp metrics is now MMM dd, yyyy hh:mm:ss a ex: Dec 2, 2010 2:39:58 AM. Time is changed from 24 hour format to am pm format.
Threshold Notifications via audio alerts: In addition to the visual alerts, you can now set an audio alert. You can select from a choice of sound notification types and control the interval at which sound intervals alert.
To learn more about defining threshold sets, click here.
Refer to the glossary for the complete list of metrics.
8x8 Analytics for Virtual Contact Center introduces the following enhancements in 1.1 release:
In addition to the vast metrics available out of the box, you can now create custom metrics using existing metrics to derive data specifically applicable to your needs. Simple arithmetic operations of addition, subtraction, multiplication, and division can be applied. You can configure custom metrics for queues as well as agent performance widgets. Basic validations prevent you from adding unsupported metrics. Once you define a custom metric, add them to the desired dashboard widgets.
Example 1: Let’s say you want to know the number of successful calls in your queue, those that entered the queue and were not abandoned. Simply create a custom metric by subtracting the abandoned calls from the number of calls that entered a queue.
Successful calls = Entered - Abandoned
Example 2: To determine the total number of calls handled within a queue, subtract the calls that were diverted from the queue to another queue or another phone number from the calls that entered the queue.
Total Calls Handled = Entered - Diverted
To configure custom metrics:
Enter the name, display name, and the following information:
Metric Type: Select if the metric is real time, interval based, or for today.
Description: Add a description of the metric.
Formula: Add the correct formula to calculate the custom metric. (Use arithmetic operations +,-,x,/)
Example: To find out the number of successful calls in a queue, select Queue Set, add other details in step 4, and enter the formula: Entered - Abandoned
Once you define a custom metric, you need to add it to the desired dashboards.
Save your changes.
In this release, you can track metrics for outbound phone media type. Whether it is the number of calls handled in an outbound queue for the day, or tracking the performance or status of agents serving the outbound phone queues, 8x8 Analytics now provide data for outbound phone queues. While creating a widget, select an outbound phone queue to view the metrics.
With support for chat media type, you can now track metrics for chat interactions handled by agents. In the Queue Summary widget, select chat queues and track the number of chat interactions waiting in the queues, number of agents available to process these chats, average handling time and more. Find out the number of accepted and diverted chats, average handling time and more by selecting the chat queues in the dashboard widgets.
With extended support for voicemail media type, you can now track desired metrics for voicemail queues. In a queue summary widget, select voicemail queues and fetch metrics for the number of voicemails accepted and handled by the agents. Choose the voicemail queues to fetch the desired voicemail metrics in the dashboard widgets.
You can now define thresholds which will alert supervisors when agents’ performance metrics slip below a desired value. Threshold alerts can warn you about performance shortfalls and necessitate action. As a supervisor, you want to ensure agents productivity. Let’s say you want to be notified when an agent has placed a caller on hold for longer than two minutes or when an agent takes a longer break than the scheduled break time such as 15 minutes. Define threshold alerts for break time and hold time metrics in your dashboard and assign them to the desired queues. On your wallboard, you will get visual warnings when the values exceed indicating the need for further action.
You can create thresholds to track metrics for queues or agents. To learn more about adding thresholds, click here.
Dashboards are now available in Basic mode and Advanced mode.
To select the basic mode, select to edit a dashboard. Click the drop down button next to Basic. Select Basic or Advanced mode.
While creating a new dashboard, the tenant time zone set up in the Configuration Manager is applied by default. You can apply the desired time zone by selecting it from the drop-down list.
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