Live stats provide a near Real-Time dashboard and live updates to key metrics for the Toku Agent Portal.
Access Live Stats via Toku Agent Portal: Agent Portal> Login>Live Stats - Queue>Live Stats -Agent
The first screen/dashboard that the user will see after clicking on the Live Stats -Agent tab will be:
Agent: The agent view provides data for varied metrics for the agent on that day.
Live Stats’ Agent Filters
Refresh Rate: The Refresh Rate on a live stats queue page refers to how frequently the data on the page is updated. Here are the options provided:
- 60 seconds: The data refreshes every 60 seconds (1 minute).
- 45 seconds: The data refreshes every 45 seconds.
- 30 seconds: The data refreshes every 30 seconds.
- 15 seconds: The data refreshes every 15 seconds.
Choosing a shorter refresh rate means the data will be updated more frequently, providing more real-time information. However, it may also increase the load on your system and network. Conversely, a longer refresh rate reduces the frequency of updates, which can be less demanding on resources but may result in slightly outdated information.
The default screen that the user will see after clicking on the refresh rate will be:
Filters: This dropdown option allows users to filter based on below:
- Date & Time: This filter allows users to filter based on the date and time from the start period to the end period. Users can select the Date and time period for a maximum of 100 days to view the Live stats for the Agents.
Clear All: This button allows users to clear all the filters.
Live Stats’ Agent [D]Fields[D]Metrics
Field Name | Definitions | ||||||
Total Answered Inbound Calls | Total number of Inbound Calls answered by user. Total duration of inbound calls answered is available for users. |
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Total Outbound Calls |
Total number of Outbound Calls made by user. Total duration of outbound calls answered is available for users. |
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Total Campaign Calls |
Total number of Campaign Calls handled by user. Total duration of campaign calls answered is available for users. |
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Total Callback Calls |
Total number of Call-Backs handled by user. Total duration of call-backs answered is available for users. |
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Total Calls Ring- No Answer | Sum of all the calls received but not answered by user. | ||||||
Total Login Time | Total time spent in an active session(s) by user. | ||||||
Total Call Duration (%) |
Total time spent by user in al the inbound and outbound calls. Percent of time spent by the agent in total call. |
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Total Break - PI Time (%) | Total time spent by user in "Toilet / Pantry Break" status. Formula: Total duration in Break state/Total Login Time * 100. |
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Total Ready - PI Time (%) |
Total time spent by user in "Ready" status. Percent of time spent in Ready or Available state. Formula: Total duration in Ready or Available state and PI category/Total Login Time * 100. |
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Total Wrap Up - PI Time (%) |
Total time spent by user in "Wrap Up" status. Percent of time user spent in wrapup state for the day. Formula: Total duration spent in Wrapup state/Total Login Time * 100. |
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Total Not Ready - PI Time (%) |
Total time spent in "Not Ready" status (PI Status set by user). Percent of time spent by user in Not ready state(s) and PI category. Formula: Total duration in Not Ready state with PI category/Total Login Time * 100. |
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Total Not Ready - Non PI Time (%) |
Total time spent in "Not Ready" status (Non PI Status set by user). Percent of time spent by user in Not ready state(s) and Non-PI category. Formula: Total duration in Not Ready state Non PI category/Total Login Time * 100. |
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Total Hold Time (%) |
Combined Hold Time. Percent of time any call is put on hold. Formula: Total duration while call is on Hold/Total Login Time * 100. |
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Completed Survey (%) |
Total surveys completed post user's handled calls. Percent of surveys completed for all the customer interactions handled by the agent. Formula: Total Survey with all the questions answered/Total survery initiated * 100. |
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Performance Indicator |
Hourly performance metric for Inbound and outbound calls handled. Formula: Total Calls Handled (Inbound + Outbound)/ [Total Login Time - Total Ready Time - Total Not Ready Time (Non PI)]/24 |
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CSAT | Percentage of positive feedback from total responses for user's calls. |
Notes:
- The Live Stats for the Agent changed and reset after a day/24 hour which is 00:00:00 to 23:59:59 today with only exception being Total Login Time.
- Total Login Time is calculated from the last login time irrespective of the 24hr reset. E.g. if an agent has logged in at 18:00 and did not log out until 01:00:00 the next morning, it will show as 07 hours and will not get reset.
- All time durations are represented in HH:MM:SS format by default.
- All percent and ratio values are shown up to 2 decimal values by default.
- Agent Metrics displayed in the page can be dependent on the customer's requirements.
- Refresh Rate set by a user in any tab of Live stats i.e. within Queue or Agent, setting will be applicable to all. There is no option to set different refresh rates for Queue and Agent tabs.
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