Distributor List

Supervisor Interface

A special interface to monitor agents and their activities is provided by Phonon Central. Any agent of your account can be given ‘supervisor access’ so that he/she can login as supervisor and monitor agents and can take advantage of other functionalities of supervisor.

To give any agent, supervisors' access, you need to drop a mail to help@phonon.io with the details as follows -

1. Client ID/Account ID of yours

2. Agent Details like agent name, agent ID, agent key

When any agent is given supervisor’s access then there is no need to sign up again and the option of ‘supervisor login’ will be added automatically to agent login page, once the access is given.

Supervisor Login

Once the supervisor access is given to you then first you need to simply login as agent on the login page.

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Once you login successfully, you will be redirected to agent login page. There you can select the login device and enter the phone number.

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Enter the OTP and ‘login as supervisor’ and you will be able to see agent details as shown below.

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On this page, you will be able to see only logged in agents. The following details of the of the agent will be shown.

1. Agent Name - Name of the agent

2. Agent ID - Unique ID of agent

3. Phone no - Phone number through which the agent is logged in

4. Flow - Flow for which the call is going on (if any).

5. Queue name - Name of queue for which the call is going on (if any).

6. Queues allocated - Name of all the queues allocated to the agent

7. CDR ID - A unique ID generated for each call assigned to agent

8. Current Status - Current status of the agent. The status can be

   1. Idle : The agent is available to receive calls

   2. On call : The agent is on call

   3. Paused : The agent is on any break

   4. Incoming : The agent is having an incoming call

   5. Wrapping up : The agent is filling disposition

9. Pause state - If the agent is on break then this field will give the name of the break which is enabled by the agent.

10. State Duration - It will give the total duration of which the agent is on that state

11. Calls Offered - Total number of calls offered to the agent since login

12. Calls Answered - Total number of calls answered by the agent since login

13. Calls Abandoned - Total number of calls abandoned by the agent since login

14. AHT (MM:SS) - Average handle time of agent

15. ASA (MM:SS) - Average speed of answer of agent

16. AWT (MM:SS) - Average wrap up time of agent

17. Auto Disposed - Total number of calls having auto disposed disposition

18. Occupancy Rate (%) -

19. Logged-In Duration - Total duration from login of agent to current time

20. Break Time - Total time of agent spent on different breaks since login

21. Available Time - Total time the agent was available for call since login

22. Session ID - A unique ID for each session(login) of the agent

Agent Details

You can click on name of the agent to view more details about the agent.

Agent Detail

This tab can be used to view basic information about the agent like:

1. Agent ID: Unique ID of the agent

2. Agent Name: Name of the agent

3. Agent Status: Current status of the agent i.e. enabled/disabled

4. Agent Email ID: Email ID of the agent(if configured)

5. Agent Type : Dynamic / Direct Dial

6. Queues allocated: Names of queues that are allocated to the agent

7. Call recording enabled: Call recording for this agent is enabled or disabled

8. Invited at: Date and time when the agent was sent an invitation

9. Last updated: When was the agent details last updated

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Current Call

1. This tab shows the current call that the agent has received

2. Supervisor can view the details of the customer and can perform actions like whisper, monitor, barge-in, disconnect the agent or force logout the agent

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Buttons

1. Whisper

1. Using this the supervisor can whisper instructions to the agent while the agent’s call is going on

2. Using this when the supervisor whispers to the agent, the agent is on Mute and the customer cannot hear the agent or the supervisor

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2. Monitor

1. Supervisor can listen to the agent’s and customer’s conversation without letting the agent or the customer know

2. Supervisor can use this button to monitor the agents

3. Barge In

1. Supervisor can barge in while the agent is on call

2. The customer and agent will be able to hear what the supervisor says

3. It is like a conference call only the supervisor has forcefully barged into the call

4. Disconnect Agent

1. Using this button the supervisor will be able to disconnect the agent from the call

Metrics

1. Agent’s specific metrics will be visible to the supervisor under this tab

2. Supervisor can view the agent’s performance using this section

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Supervisor can view the following details here:

Here 'N' is Number of Successful Calls.

1. Avg Handle Time : Total(Connected + wrap up time)/(N)

2. Avg Speed of answer : (Total Incoming Time)/(N)

3. Avg On call time : (Total Connected Time)/(N)

4. Avg wrap up time : (Tota Wrap Up Time)/(N)

5. Occupancy Rate : (Total Call Handling Time / Total Available Time) * 100 That is, if the agent was available for 10 hours and handled calls for 2 hours, his Occupancy Rate would be 20%

6. Auto Disposed : Total number of auto disposed Filled.

7. Calls Offered : Total Calls that agent received

8. Calls Answered : Total calls picked up by agent

9. Calls Abandoned : Total call not answered by agent

10. Logged in time : Net total of total amount of time the agent is logged in according to shift.

11. Break Time : total amount of time the agent spent on any break (Excluding Manual Break)

12. Available Time : Total time agent is available (Total login time)-(total Break Time)

Breaks: Bifurcation of the breaks and the time for each break taken by the agent

Call History

Supervisor can monitor the agent’s call history under this section. The following details will be visible -

1. Call ID: Unique call ID for each call

2. Agent’s number: Agent’s phone number that was used to log in

3. Customer’s number: Customer’s phone number

4. Date: Date when the call was recorded

5. Call Connect Time: Time when was the call connected

6. Agent Call Duration: Time duration of call when the agent and customer interacted

7. Disposition: Disposition selected by the agent

8. Sub-Disposition: Sub disposition entered by the agent

9. Comment: Comments if filled by the agent

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Force Log Out

The supervisor can click on ‘force log out’ to immediately logout the agent. As soon as the supervisor clicks on ‘force logout’, the agent will get logged out from the interface (irrespective of the state of the agent) and will be redirected to the login page. This option can be used when the agent is stuck at any state and is not able to perform any action.

Agent Dashboard

• Agents metrics can be viewed under this section

• Supervisor needs to select the Flow / Queue for which he/she needs to view the metrics

• Select the Flow ID and Queue ID and click on “Get Details” to view the metrics for a particular flow and queue

• Last Updated: Displays the last time the metrics were updated

• Refresh: Click on “Refresh” to get the latest updated metrics

• Total Inbound Calls: Total inbound calls received for the flow and queue selected

  • Calls Answered : Total calls answered from the total inbound calls received

  • Calls Failed : Total calls failed to answer from the total inbound calls received

  • Calls Transferred : Total calls transferred to the queue

• Total Outbound Calls: Total outbound calls for the flow and queue selected

  • Calls Attempted : Total calls attempted by the system to customers

  • Calls re-attepted : Total calls that were re-attempted

  • Calls Answered : Total calls that were answered by the customers

  • Calls Failed : Total calls that were failed to answer by the customer

• Total Dialer Calls :

  • Calls attempted to Agents : It is the total number and percentage of calls assigned to agents.All the attempts are included. The percentage will be by default 100%.

  • Calls answered by Agents : It is the total number of calls and percentage of calls that are answered by the agents from the calls attempted to the agents (All the attempts are included) .The formula for percentage is

    • Calls Answered by Agents ( % ) = (calls answered by agents / Calls attempted to agent) x 100

  • Calls Initiated to the customers : It is the total number of calls and percentage of calls attempted to the customers (All attempts are included). The formula for percentage is

    • Calls Initiated to customers ( % ) = (calls attempted to customer / calls answered by agents) x 100

  • Calls Answered by customers : It is the total number of calls and the percentage of calls answered by the customers (All attempts are included). The formula for percentage is

    • Call Answered by Customers ( % ) = (calls answered by customer / calls attempted to customer ) x 100

• Total SMS Sent: Total SMSs sent from the system

  • SMS Delivered : Total SMSs that were delivered successfully to the customers

  • SMS Failed : Total SMSs that were failed to delivered to the customer due to any reason

• Total Emails Sent: Total Emails sent by the system

  • Email Delivered : Total Emails that were delivered successfully to the customers

  • Email Failed : Total Emails that were failed to delivered to the customer due to any reason

  • Email Bounced : Total Emails that were bounced

• NDNC Scrubbed Numbers: Total NDNC numbers scrubbed

• Calls Waiting for Agents: Total number of calls waiting in the queue to be connected to the agents

• Abandon Percentage: Total abandonment percentage

• Avg. Abandon Time: Average abandonment time

• Longest Call Waiting: The longest call time that was in waiting  

• Calls within SLA: Number of calls within the SLA (configured in the queue)

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• Real Time Agents - Real time number of agents in particular state

  • Total agents : Total agents in selected flow/queue

  • Agents logged in : Total agents that are logged in in selected flow/queue

  • Agents on call : Total agents that are on call in selected flow/queue

  • Agents Idle : Total agents that are Idle in selected flow/queue

  • Paused Agents : Total agents that are paused in selected flow/queue

  • Agents in disposition : Total agents that are filling disposition in selected flow/queue

• Call Statistics - It will give call details (avg. time) of the selected flow/queue

  • User Call time in IVR : Av. time of user spent in IVR

  • Queue waiting time : Av. time of user spent in as waiting time (fetching for available agent)

  • Av speed of answer : Av. speed of answer of agents

  • Av. agent call time: Av. time of user spent with agents

  • Wrap up time : Av. time of agents spent on wrap up time after call gets completed

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Start Wall Board

• It is added in Central’s CCS to aid the Supervisors with greater visibility over their Call Centre.

• The Supervisors can monitor Live Status of their agents and call center in a new design.

• Instead of long metrics, get real time status in the form of percentages, graphs, charts by our different widgets.

• Works great with large screens of a Call Center !

• To start a wall board, you can click on ‘start wall board'.

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The following widgets will be visible currently on the real time wallboard -

1. Calls in Queue: It will show the total number of calls in queue.

   1. Calls in Queue = CallsQueued - CallsDroppedByUser - CallsRemovedBySystem

      (i.e. when call is answered in queue/ NO_AGENT_LOGGED_IN/AGENT_UNAVAILABLE/ ALL_AGENTS_PAUSED /MAX_WAIT_TIME_REACHED /NO_AGENT_ANSWERED /NOT_IN_BUSINESS_HOURS / agent MISSED )

2. Calls abandoned ( % ): It will show the total percentage of calls abandoned in queue.

   1. Calls Abandoned = CallsDroppedByUser + CallsNotConnectedWithAgent

   2. Calls Abandoned % = (Calls Abandoned / Total Calls Offered in Queue) * 100

3. Calls offered: It will show the total number of calls offered to queue.

   1. Calls Offered in Queue = Calls Offered in Queue by Transfer Widget or Agent Transfer to Queue

4. Calls answered: It will show the total number of calls answered in queue.

   1. calls transferred to queue (via transfer widget / agent transfer call to queue) and that got connected with agent

5. Average wait time: It will show the Average of Queue Wait Time of the Queue

   1. Average wait time = totalQueueWaitingTime / totalCallsQueued

   where, total queue waiting time is the time when the user gets connected to agent/system identifies no agent is logged in/Agent unavailable / All agents paused / Max_wait_time_reached / No_agent_answered / Not_in_business_hours / Agent didn't answered / user hangup - Time at which user entered the queue.

6. Average wrapup Time: It will show the average wrap up time of all agents in queue.

   1. wrap up time = WRAPPED_UP eventtime - COMPLETED/CONF_GUEST_COMPLETED/CONS_GUEST_COMPLETED eventtime

   2. Avg Wrap Up Time = Total wrap up time / total calls answered by agents

7. Average talk time: It will show the average talk time of all agents of that queue.

   1. agent talk time = COMPLETED eventtime - CONNECTED/CONF_GUEST_CONNECTED/CONS_GUEST_CONNECTED eventtime

   2. Avg Talk Time = Total agent talk time / total calls answered by agents

8. Average IVR time: It shows the average time spent in IVR for all callers before transferring to the Queue(s).

   1. Avg Caller IVR Time= total time of caller - time spent in Transfer widget

9. Weekly Call Comparison: It will show the call comparison of past 7 days (including today up to present time). When you hover over the graph, you will be able to see the exact count of the each field. The call details shown in the graph are as below

   1. Calls Offered by customers - Calls offered in case of Outbound/Dialer Flow or calls answered in case of inbound flow.

   2. Calls Transferred - Calls transferred through ‘transfer call’ widget (transferred to any queue or phone number)

   3. Calls Answered by agent - The number of calls answered by agents (after getting transferred in queue)

   4. Calls abandoned in queue - The number of calls abandoned in queue/phone number (after getting transferred in queue)

10. Queue Distribution: It will show real time call details of top 5 queues (Top Queues are calculated on the basis of maximum number of calls waiting in the queue).

Download Reports

1. Supervisors can download or preview Agent, Call, Queue, Flow or other reports under this section

2. If no reports are configured for the account, supervisor can send an email to support@phonon.io

3. Please include the following mentioned information in the email:

   1. Agent Name

   2. Agent ID

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Once the reports are configured, the supervisors would be able to view or download the reports directly from the interface.

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