inTouch Reference Manual RealTime Console - inContact Reference Manual_RealTime... · inTouch is downloaded from the Software Update page in webManager. ... Report Properties tabs

inTouch

Real-Time Reports

Reference Manual

2

inTouch Real-Time Reports Reference Manual

Title inTouch Real-Time Reports Reference Manual

Revision 012909

Copyright ©2009 inContact, Inc.

Product Code 3689

About inContact inContact, Inc. provides the market leading on-demand contact center platform, inContact, to over 500 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered through a Software-as-a-Service (SaaS) model, inContact customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit www.incontact.com.

Contributors inContact would like to acknowledge the many individuals who helped complete this inTouch Real-Time Reports Reference Manual. We would also like to thank our customers who inspire our commitment to extreme customer satisfaction.

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Table of Contents

Using inTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Real-Time Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Agent Count by State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Agent Counter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Agent List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Contact List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Contacts States by Skill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Queue Counter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Queue Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Service Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Window Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Chart Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

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Using inTouch

inTouch is downloaded from the Software Update page in webManager. It can be installed on any PC connected to the Internet.

To Download inTouch:

1. Log in to webManager (http://www.inlogin.com). 2. Click Software Update. 3. The Software Update page opens:

4. From the list of available files, click InTouch.exe and save the file to your PC. It’s easier to access when there is a shortcut on your desktop. Note! When there is an update to inTouch, the inTouch program will either prompt you to update your current inTouch software, or the inTouch software will be updated automatically.

To Login and Run inTouch: 1. Double-click the inTouch icon ( ) on your desktop. 2. The Please Login screen opens:

3. Enter your LOGIN ID and PASSWORD. 4. Click Login.

http://www.inlogin.com/

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Upon successful login, the inTouch icon ( ) appears in the systems tray. Note! While inTouch is connecting to the Internet, there will be a red X over the icon. The following menus are available from the inTouch icon in the systems tray:

The table below describes the options in the right-click menu:

Option Description

This icon opens the Real-Time reports.

This icon opens the Historical reports.

This icon opens the Custom reports.

This option is only available for Real-Time reports.

This option refreshes the data so that you do not have to log out and then log back in.

Click this icon when you are ready to log out.

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Real-Time Console

Real-Time reports display (in real-time) the data about agents, the states the agents are in, the number of agents who are in the different states, detailed information about contacts, and current queue information. The inTouch menu opens when you right-click the inTouch icon in the Windows system tray. To View Real-Time Reports:

1. Right-click the inTouch icon in the systems tray and click Real-Time Console.

2. The list of Real-Time reports opens:

Frequently Asked Questions:

1. Do the inTouch real-time reports display data for phone call media contacts only?

No. The inTouch real-time reports display data for all media types, unless otherwise specified in the individual Report Properties tabs.

2. What is an agent state, how many agent available/unavailable states are there, and what do they mean? An agent state is the agent status. For example, the following 5 available/unavailable states are the different states that agents can be in any time they are logged in:

State Description

Available The agent is currently not handling a contact, and is available to take any incoming contacts or outbound contacts if using a dialer.

Unavailable The agent is unavailable to handle contacts unless they are in an ACW state.

Unavailable with ACW The agent has finished handling a contact and they are unavailable, but they

are in an ACW (After Contact Work) state i.e., they could be taking care of paperwork, or questions to a survey, etc.

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State Description

ACD The agent is handling an ACD (Inbound) contact. This is also a state for email contacts.

Outbound The agent is handling an outbound contact

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Agent Count by State

The Agent Count by State report shows the number of agents who are currently logged in to myAgent. The exact number of agents in each state is displayed at the top of each bar:

To View the Agent Count by State Report:

1. Right-click the icon in the systems tray.

2. Click Real-Time Console > Agent Count by State

3. The Agent Count by State report opens:

The following table describes the data in the Agent Count by State report:

Name Description

Agents The number of agents is listed on the left side of the report. The numbers can change based on the number of agents that are currently logged in. The number of agents that are currently in each state is shown at the top of each bar in the report.

States The bottom of the report lists each agent state: • Available (green) - the agents are currently available to handle a contact • ACD (purple) - the agents are currently handling an inbound contact • Outbound (yellow) - the agents are currently handling an outbound contact • Unavailable (red) - the agents are currently unavailable to handle/answer contacts

When you right-click on the report, the following menu opens:

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Agent Count by State: Report Menu

The following table describes the menu options for the Agent Count by State Report:

Menu Item Description

Chart Properties The default chart type for this report is the pie chart. If this chart type does not generate the data you want to view, you can change the chart type for a session. For more information, see page 42.

Print Chart Selecting this option opens a screen where you can specify what you want printed. This screen also prints the chart directly to the default printer configured for your computer.

Copy chart to clipboard

Selecting this option copies the current chart to the clipboard. When you open a text document, such as Microsoft Word, or an email message, you can paste the chart into the document by either pressing “CTRL +V” on your keyboard or by selecting Paste from the Edit menu. Using the current day example for this report, the following chart is copied to the clipboard:

Copy chart data to clipboard

When you select this option, the data that corresponds with the current graph is copied to the clipboard. When you open a spreadsheet document, such as Excel, you can paste the data into the document by either pressing “CTRL+V” on your keyboard or by selecting Paste from the Edit menu. The following columns are pasted into the document:

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Agent Counter

The Agent Counter report displays the number of agents that are currently logged in to myAgent. The large number displays the number of agents currently logged in to myAgent. The four small numbers under the large number represent the total number of agents organized into the available/unavailable agent states.

To View the Agent Counter Report:


2. Click Real-Time Console > Agent Counter

3. The Agent Counter report opens:

The following table describes the colors and agent states for the Agent Counter report:

Color Description

Green The number of agents who are in an available state.

Red The number of agents who are in an unavailable state.

Yellow The number of agents who are in an outbound state.

Purple The number of agents who are in an ACD (Inbound) state.

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Agent Counter: Report Properties

The report properties are used to select filters for specific data to be generated.

To Access Report Properties:

1. Right-click in the Agent Counter report. 2. The Report properties option opens:

3. When you click Report Properties, the Teams tab opens:

4. Click to move the selected team(s) from the Available teams box to the Teams in this report box.

Click to move all teams.

Note! Click to move the selected teams from the Teams in this report box to the Available teams box.

Click to move all teams. 5. Click Finish. 6. Agents currently logged into myAgent who belong to the selected teams will be displayed in the Agent Counter report.

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Agent List

The Agent List report lists agents who are currently logged in to myAgent. This report shows the Agent Name, the agent’s current available/unavailable State, the duration of Time the agent has been in their current state, and the Team they belong to.

To View the Agent List Report:


2. Click Real-Time Console > Agent List

3. The Agent List report opens:

The following table describes the columns in the Agent List report:

Column Description

Agent Name

This column lists the agents who are currently logged in to myAgent. The colored circle next to the name identifies the agent’s current state: • Red - Unavailable • Green - Available • Purple - ACD (Inbound) • Yellow - Outbound • Orange - Unavailable but in an ACW (After Call Work) state

State This column lists the state of each agent (i.e., Unavailable, Available, ACD, and Outbound) that corresponds with the colored circle next to the agent’s name.

Time This column lists the duration of time the agent has been in their current state.

Team This column lists the team the agent belongs to (agents are assigned in webManager).

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Agent List: Report Menu

When you right-click the Agent List report, the following menu opens:

These Report Menu options are described below:

Agent List: Report Properties


Note! You cannot filter teams and agents at the same time.

To Select Report Properties: 1. Click Report Properties. 2. The View Data screen opens:

3. Select the specific data you want to view or click the View all data check box to view all data.

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4. The table below describes the options for the View Data tab:

5. Click Next. 6. The Teams tab opens:

Note! If you want to filter data by teams, select the Team check box in the View Data tab.

7. Click to move the selected team(s) from the Available teams box to the Teams in this report box.


Note! Click to move the selected teams from the Teams in this report box to the Available teams box.


8. Click Next.

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9. The Agents tab opens:

Note! If you want to filter data by teams, select the Agent Name check box in the View Data tab.

10. Click to move the selected agent(s) from the Available agents box to the Agents in this report box.

Click to move all agents.

Note! Click to move the selected agents from the Agents in this report box to the Available agents box.

Click to move all agents. 11. Click Finish. 12. The Agent List report will be displayed, and the columns in the report will correspond to the options selected in the Report Properties tabs.

Agent List Menu: Large Icons

When you click Large Icons, the report displays the available/unavailable state of the agent by the color of the large circle icons and agent names.

Note! There are no column headings when you click Large Icons.

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Agent List Menu: Small Icons

When you click Small Icons, the report displays the current available/unavailable state of the agent by the color of the small circle icons and the agent names.

Note! There are no column headings when you make this selection:

Agent List Menu: List

When you click List, the following list format is displayed. This option lists the agents who are logged in to myAgent and their current available/unavailable state.

Note! There are no column headings when you make this selection:

Agent List Menu: Details

When you click Details, the following screen opens. The column titles that are displayed correspond to the options selected in the Report Properties > View Data tab.

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The following table shows the selections that are made in the Agent List Menu: Details:

Column Description

Agent Name

The colored circle represents the agent’s current state. The agents displayed are selected in the Report Properties > Agents tab.

State The agent’s current state. The state listed here corresponds to the color of the circle next to the agent’s name.

Time The duration of time the agent has been in the current state.

Team The team the agent belongs to. The teams displayed are selected in the Report Properties > Teams tab.

Report Properties: Agent Zoom

When you double-click or right-click an agent’s name to select Agent Zoom, the Agent Zoom screen opens. The following details are displayed for the selected agent:

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The Agent Zoom screen has the following features:

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Contact List

The Contact List report lists by skill, the contacts that are active in the network along with their state, the duration of time the contact has been in the state, and if applicable, the agent who is handling the contact.

To View the Contact List Report:


2. Click Real-Time Console > Contact List

3. The Contact List report opens:

The Contact List Report displays the following columns of data:

Column Description

Skill Name

The agent’s skill associated with the contact.

State The state of the contact (i.e., Active, Hold, InQueue, etc.)

Time The duration of time the contact has been in the state.

Agent The agent who is currently handling the contact, if applicable.

Contact List: Report Menu

When you right-click on the report, the Contact List report menu opens:

Each of these menu items is described in the following pages.

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Contact List Menu: Report Properties


To Select Report Properties:

1. Click Report Properties. 2. The View Data screen opens:

3. Select the specific data you want to view, or click the View all data check box. The table below describes the View Data tab options:

4. Click Next.

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5. The Campaign tab opens:

Note! If you want to filter data by campaign, click the Campaign check box in the View Data tab.

6. Click to move the selected campaign(s) from the Available campaigns box to the Campaigns in this

report box. Click to move all campaigns.

Note! Click to move the selected campaigns from the Campaigns in this report box to the Available campaigns

box. Click to move all campaigns.

7. Click Next. 8. The Skills tab opens:

Note! If you want to filter data by skill, click the Skill check box in the View Data tab.

9. Click to move the selected skill(s) from the Available skills box to the Skills in this report box.

Click to move all skills.

Note! Click to move the selected skills from the Skills in this report box to the Available skills

box. Click to move all skills.

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10. Click Finish. 11. The Contact List report will be displayed and the columns in the report will correspond to the options selected in the Report Properties tabs. When you click the View all data checkbox in the View Data tab, the corresponding columns are displayed: Note! When you right-click on the Report, a Details menu item is available. When you click the Details menu item, the information displayed is the same information as when the View All Data checkbox is selected.

Contact List Menu: Large Icons

When you click Large Icons, this report displays the state of the contact (the color of the large circle icons) and the skill names. There are no column headings when this option is selected:

Note! The media type icons to the left of the circles are displayed only when the Media Icon checkbox is selected in the Report Properties > View Data tab.

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Contact List Menu: Small Icons

When you click Small Icons, the report displays the state of the contact (the color of the small circle icons) and the skill names. There are no column headings when this option is selected.


Contact List Menu: List

When you click List, the skills associated with contacts are listed. There are no column headings when this option is selected.


Contact List Menu: Details

When you click Details, the following screen is displayed. The columns displayed correspond to the options selected in the Report Properties tabs:

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The following table describes the columns that are in the Contact List report:

Contact List: Contact Zoom

When you click Contact Zoom, the Contact Zoom screen opens:

The Contact Zoom screen displays a contact’s assignments, for example, the Contact ID assigned to the contact. In the Contact Zoom screen, you can also monitor and record a contact. This report lists the Contact ID number which you can then use to search in the Contact History report.

The contact is stored in the Contact History report in webManager > Reports > Contact > Contact History. If the contact has been recorded and monitored, the recording can be retrieved from the report.

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Contacts States by Skill

The Contacts States by Skill report shows the current contacts that are active in the network, grouped by skill. The numbers on the left of the report measure the number of contacts that are currently active, and the titles above the bar graphs are the skill names.

To View the Contacts States by Skill Report:


2. Click Real-Time Console > Contacts States by Skill

3. The Contacts States by Skill report opens:

The following table describes the Color/Status in the Contacts States by Skill report:

Color/Status Description

Yellow / PreQueue

The number of contacts that are in a PreQueue state. The PreQueue state is typically the time when a contact is going through an IVR.

Red / InQueue

The number of contacts that are in queue. Contacts that are in an InQueue state can include contacts that are in a Callback state, routing to an agent, or going through an IVR.

Green / WithAgent

The number of contacts that are active and are either currently being handled by an agent, or have been put on hold by an agent.

Blue / PostAgent

The number of calls that are being handled after the call has completed. The color blue indicates that the contact is in a post-queue state. The contact is active in the network, but not transferred, for example, the customer may be participating in an IVR survey.

To specify states included in the report, select the corresponding check box for the state at the bottom of the Contacts States by Skill report.

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Contacts States by Skill: Report Menu

When you right-click on the report, the following menu opens:

The following table describes the Report Menu options:

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Queue Counter

The Queue Counter report shows the current number of contacts that are in queue and the longest/highest duration of time (in seconds) the oldest contact has been waiting to be answered.

To View the Queue Counter Report:


2. Click Real-Time Console > Queue Counter

3. One of the following windows opens depending on the selection in the Report Properties > Other tab:

Longest duration Number of contacts of time in queue in queue

4. When you right-click the report, the Queue Counter Report Properties menu becomes available:

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Queue Counter: Report Properties The report properties are used to select filters for specific data to be generated.


1. Click Report Properties. 2. The Campaign screen opens:




box. Click to move all campaigns. 4. Click Next. 5. The Skills tab opens:

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6. If you want to view the skills for this report: Click to move the selected skill(s) from the Available

skills box to the Skills in this report box. Click to move all skills.

Note! Click to move the selected skills from the Skills in this report box to the Available skills box. Click to move all skills.

7. Click Next. 8. The Media tab opens:

9. If you want to view the media for this report: Click to move the selected media from the Available

media box to the Media in this report box. Click to move all media.

Note! Click to move the selected media from the Media in this report box to the Available

media box. Click to move all media.

10. Click Next. 11. The Other tab opens:

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12. Select one of the options in this tab:

Number in Queue check box

Longest Wait check box There are four tabs in the Report Properties screen. These tabs filter the data that will be generated for this report:

13. Click Finish.

Note! When you select any of the filters i.e., Media, Campaign, or Skills, your selections will be displayed at the bottom of the Queue Counter screen:

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Queue Trend

The Queue Trend report shows the trend for the number of contacts in queue (for all media types) for a duration of time. The numbers on the left, next to the title, Longest, represent the longest duration of time (in seconds) a contact has been in queue. The numbers on the right, next to the title, In Queue, represent the number of contacts that are currently in the queue.

To View the Queue Trend Report:


2. Click Real-Time Console > Queue Trend

3. The Queue Trend report opens according to the number of contacts that are currently in queue:

Button Description

5 seconds

When you click the arrows next to “5 seconds”, the refresh rate for the report will be determined by the number you select. If you determine to leave the setting at “5 seconds”, the Queue Trend report will refresh every 5 seconds. When 5 seconds is selected, the screen shows the trend for about a 15 minute window, while refreshing every 5 seconds.

Turn red at 5 in queue

When you click the arrows next to “Turn red at 5 in queue”, the number 5 changes according to the arrow you use. If you decide to leave the number as 5, this report will show a red line to notify you when there are 5 contacts in queue. By clicking the arrows, you can change the number that correlates with when the line will be red.

Note! Callback calls are designated as an in queue state. Although there is no distinction between the two, the numbers displayed in the Queue Trend report can show both the contacts that are waiting to be handled by an agent, and callbacks that are only holding a place in the queue.

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Queue Trend: Report Menu

When you right-click on this report, the report menu opens:

Queue Trend: Report Properties



1. Click Report Properties. 2. The Campaign screen opens:





4. Click Next.

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5. The Skills tab opens:

6. Click to move the selected skill(s) from the Available skills box to the Skills in this report box. Click

to move all skills.

Note! Click to move the selected skills from the Skills in this report box to the Available skills box. Click

to move all skills.

7. Click Next.

8. The Media tab opens:

9. Click to move the selected media from the Available media box to the Media in this report box. Click

to move all media.

Note! Click to move the selected media from the Media in this report box to the Available media box. Click

to move all media.

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10. Click Finish.

11. The Queue Trend report opens:

The remaining report menu items on the right-click menu include the following:

Menu Item

Description

Chart Properties

If the default chart type does not assist you in gathering the data you need, you can change the chart type for a session. For more information, see page 42.

Print Chart

When you click this option, the Print tab in the Chart Properties screen opens. You can configure the settings for what you want printed.

Copy chart to clipboard

Selecting this option copies the current chart to the clipboard. When you open a text document, (such as Microsoft Word), or an email message, you can paste the chart into the document by either pressing “CTRL+V” on your keyboard or by selecting Paste from the Edit menu. Using the current day example for this report, the following chart is copied to the clipboard:

Copy chart data to clipboard

When you select this option, the data that corresponds with the current graph is copied to the clipboard. When you open a spreadsheet document, such as Excel, you can paste the data into the document by either pressing “CTRL+V” on your keyboard or by selecting Paste from the Edit menu.

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Service Level

The Service Level report generates the percentage of calls that reach the queue and meet the Service Level Threshold. The Service Level Threshold is configured in webManager > Skills and is used with the Service Level Goal to determine the Service Level. If the Service Level is 30 seconds, this means that the Service Level expectation is to answer a specified percentage (Service Level Goal) of contacts within 30 seconds.

The Service Level report displays the Service Level for campaigns or skills that reach the queue. The Campaigns or Skills you select in the Report Properties tabs determine the data that is displayed in the Service Level report. For example, if you want to see the service level for a particular Campaign or Skill, you can select specific campaigns or skills. If you want to view a comprehensive service level for several or all campaigns or skills, select the Campaigns or skills you want to view in the Report Properties tabs.

To View the Service Level Report:


2. Click Real-Time Console > Service Level

3. The Service Level report opens according to the number of contacts currently in queue:

There are three buttons at the bottom left corner of this report that configure the data that are displayed in the report:

Report Menu

Show Graph Show Report Data

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Service Level: Report Menu

When you click the button in the lower left corner, or right-click on the report, the following Report Menu

opens:

Service Level: Report Properties


Note! Campaigns, Skills, and Media cannot be filtered at the same time.

To Select Report Properties: 1. Click Report Properties. 2. The Campaign screen opens:





4. Click Next.

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5. The Skills tab opens:

6. Click to move the selected Skill(s) from the Available skills box to the Skills in this report box. Click

to move all skills.

Note! Click to move the selected skills from the Skills in this report box to the Available skills box. Click to move all skills. 7. Click Next. 8. The Media tab opens:

9. Click to move the selected media from the Available media box to the Media in this report box. Click

to move the selected media from the Media in this report box to the Available media box.

Note! Click to move the selected media from the Media in this report box to the Available media box. Click

to move all media. 10. Click Finish. The Service Level for the options you selected will be displayed in the Service Level report.

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Service Level: Update Report

When you click Update Report, the Service Level Report is updated. The Service Level Report is updated automatically every two minutes. However, if you want to view data at the current moment, click Update Report to update it immediately.

Service Level: Show Graph

When you click , the graph for this report is displayed:

Service Level Report: Show Report Data

When you click , the data for the report is displayed:

The Service Level chart displays the following columns of data:

Column Description

Skill The skills that were selected (i.e., filtered) in the Report Properties > Skills tab.

In SLA This column shows the number of contacts that were inside the Service Level for the skill listed in the Skill column i.e., they reached the Service Level.

Out SLA This column shows the number of contacts that were outside the Service Level for the skill listed in the Skill column i.e., they never reached the service level.

Offered The number of contacts that entered inContact, but never entered the queue. The contacts may have gone through a self-service IVR or the skill may have changed once the contact was in queue.

Service Level

The percentage of contacts that reached the Service Level for the skill i.e., the percentage of contacts that were answered in the service level requirement for the skill.

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Window Menu

There are a few ways to display real-time reports on your monitor using the inTouch reporting tool. The Window menu item changes the arrangement of the real-time reports with the following options in the inTouch Menu on the Windows systems tray.

To Rearrange the Windows:


2. Click Window

3. The following menu opens:

The following table describes the menu options:

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Chart Properties

There are several options available for Chart Properties. The chart default for a report cannot be changed, but this screen allows you to change the format of the report for a session. The chart default cannot be changed. This document reviews only a few of the tabs that are in the Print Chart Properties.

In several of the Real-Time reports, when you click the Chart Properties in the Report Properties drop down list:

The following screen opens:

This screen will be different for each report. The default chart type for each report will be displayed; however, if you want to change the report type for a session, you can click the Change button on the lower right side of this screen. This changes the report format for a session.

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When you click Change, the following tabs open and show the different types of charts that are available:

Standard

Extended

3D

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Financial

Stats

Other

These report options are available if you want to change them. You do not need to change them - only if it meets your business needs. The rest of the tabs can be used to change other chart attributes, such as the outlines of charts, the size, the font, the type etc.

Documents

inTouch Reference Manual RealTime Console - inContact Reference Manual_RealTime... · inTouch is downloaded from the Software Update page in webManager. ... Report Properties tabs