WebConsole is a section avalible available from the side menu available to authorised users.
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| Note. the tool panel is available from any column as shown here. Below is the full list avalibleavailable |
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Campaign = Campaign name as set within the CATI design
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No Answer Timeout = The maximum time in seconds the call will 'ring' from 'ringback' (a signal line is active)
AMD = Answer machine detection, on or off (Note Emertec FastAMD will over ride override and show as On)
Rec = Call recording On or Off - when on will record the call from 'connected to hanguphang up'
Calls = Total number of calls made for the campaign
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Target = Abandon Target is the percent percentage of connected calls that can be abandoned when predictive dialling
OvrDl % = Overall percentage for a rate of call currently being made
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Wrap % = Percentage of agents currently in Wrap Up at then the end of a connected call
Dial = amount of calls currently in a pre-connect state (being called but not yet connected to a respondent)
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Peak = Peak number of agents connected accross across the campaign
Web Console - Main Dashboard, Live 'Campaigns'
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Closed = Not Applicable to and an Open Campaign
Abandon Target = Can be set between 0 & 10, the percent percentage of connected calls that can be abandoned when predictive dialling
Abondon Abandon Rate = Current percentage of calls that are being abandoned during the live campaign
Dial Rate = Current predictive mode overdial over-dial rate (all other modes will be 100%)
Dial Average = The avarage average rate of predictive overdial over-dial on the live campaign
Answer Time (Avg) = Average time to answer a call accross across the live campaign
Method = Method set for the campaign for dialling (as in this example PREDICTIVE)
No Answer Timeout = The maximum time in seconds the call will 'ring' from 'ringback' (a signal line is active)
AMD = Answer machine detection, on or off (Note Emertec FastAMD will over ride override and show as On)
Call Recording = Call recording On or Off - when on will record a call from 'connected to hanguphang up'
CLID = Caller Line Identification = Carrier permitting, telephone number displayed on the recipients recipient's handset (if available). If left blank the INVADE Solution will show carrier setting, some carries allow an override for a number you have chosen i.e. SIP provide by INVADE.
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Connect = Number of connected calls currently in the campaign
No Answer = Number of calls that have ringing but are not ansewedanswered
Busy = Number of calls that have a 'busy' tone (high volume can indicate an issue with the provider)
Bad Number = Number of calls that have an unexpected outcome i.e. telephone number not reconised recognised (high volume can indicate an issue with the CATI Campaign i.e. prefix is wrong/extra didgits digits / bad sample)
Abandoned = Number of calls connected but have no agent avalible available to ansew answer (Predictive & one to one dialling (progressive)) (can be high at the end of a shift due to agents logging of while predictive dialling is happeinghappening)
Congestion = Number of calls unable to be made to the exchange (For SIP, this can be many issues for example number of lines diffrent different to INVADE Solution expectation as provided has the wrong confirgrationconfiguration)
Other = Number of calls that are not categorised with other another status, for example, interconnect drop out. (high volume can indicate an issue with the provider)
AMD = Number of call calls that have gone to ansering an answering machine including Emertec Fast AMD
Fast Drop = Number of connected calls that are droped dropped on 'trasnsfertransfer' to a an agent (high volume can indicate an issue with the INVADE Solution)
What are - Live Activity
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State
INCALL = Agents in a Call
WRAPUP = Agents in wrapup i.e. coding the call and post-interview notes
WAITING = Agents waiting to be connected to a call by the INVADE Solution
UNAVAIL = Agents Logged in but not avalible available to take a call i.e. just starting a shift
/Hour = Average agent time in State per hour accross across the campaign
% = Percentage for of state per hour
/Call = Average agent time in State per call accross across the campaign
Total = Total for Row
Bottom Menu bar - Below the main WebConsole window
From here you can further view date procided data provided by the INVADE Solution and CATI, by default this will display the Agents tab
On the right-hand side is the INVADE Solution monitoring tools allowing you to interact with the extenstion extension in 3 ways:
Monitor - the ability to lisen listen to the agent exstentionextension
Coach - the ability lisen listen and speak to the agent making the call
Barge - the ability to listen and speak to the agent & respondantrespondent
To use this feature, enter your number ~(i.e. extention extension number, cell number etc (Depending on Outbound set up) and the INVADE Solution will call you.
Main Tabs - From here you can further view data procided provided by the INVADE Solution and CATI, by default this will display the Agents tab
Agents - as previously discussed, the 'Tool Panel' can be toggled to show the colums columns you require
Name = Agent given Name (often a code not a real name)
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Location = Booth location ID (note this is often the phone extentionextension)
Duration = Time Agent has been in the current state i.e. in a call (IN CALLINCALL)
Logged On = Date and Time Agent logged on to the Live Campaign
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Wrap % = Percentage of total time the agent is in Wrap Up at then the end of a connected call for the campaign
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Unavail% = Percentage of total time the agent has been unavalible unavailable for a connect call for the campaign
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Status = Current state for the agent i.e. WRAP UP
ACT Tel = respondant respondent telephone number Agent currently connect to
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Live Calls - as previously discussed, the 'Tool Panel' can be toggled to show the colums columns you require
Call Made = Date and Time the active call was made
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State Duration = The duration in seconds the call has been in that state
Code = As Outcome of the interview as coded by the CATI (Note not all CATI's return a code, default 0) XXXX
Outcome = Outcome of the call made as coded to by the CATIINVADE Solution
Agent = Agent given Name (often a code not a real name)
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Calls - as previously discussed, the 'Tool Panel' can be toggled to show the colums columns you require
Call Made = Date and Time the active call was made
Type = Code = Type of call made (i.e. Dialler, Preview, Manual etc)
Code = Outcome of the interview as coded by the CATI (Note not all CATI's return a code, default 0)
Outcome = Outcome of the call as coded by the INVADE Solution
Number Called = Telephone number used to make the call
Database ID = CATI record with a unique ID for the call
Interview ID = CATI record with a unique ID for the interview (not all CATI have this as unique)
Agent = Agent given Name (often a code not a real name)
DisconnectReason = Reson a call was not connected as coded by the INVADE Solution
RawDisconnectReason = Reason a call was disconnected when ISDN only (T1 / E1 etc)
Old Agents - as previously discussed, the 'Tool Panel' can be toggled to show the colums columns you require
Group = Sessions that the Agent has logged on & logged off per campaign
Name = Agent given Name (often a code not a real name)
Location = Extension the Agent has logged in from
Logged On = Date & time the agent has logged on
Logged Off = Date & time an agent has logged off
sum(Dllr Calls) = Total amount of calls per session the agent has made using the INVADE Solution
sum(Agent Calls) = Total amount of calls made directly by the Agent per session in preview mode
In Call = Total connect time in all calls per session
Wrap = Total time in wrap up for all calls per session (wrap is the period at the end of a call and before the next call starts)
Wait = Total time waiting for a connected call per session
Uavail = Total time the Agent is unavailable per session
Total = Total time for all states per session
Time Lines
Time lines Timelines are an overview of the agent activity based on CATI Status displayed graphicllygraphically. Really usefull useful for displaying on a Call Centre wall boardwallboard.
Live Channels
Ports and Routes for the INVADE Solution for both SIP and PRI (ISDN) (inc T1 / J1 etc)
Ports
Server Name = Name of the server as given by INVADE Company Name - Country - Build Type i.e Independent-UK-AIO, Independent Ltd - United Kingdom - All in one server
Port ID = Given port for the SIP / ISDN telco connectivity
Port Name = Friendly name for the SIP / ISDN telco connectivity
Call Count = Total calls made across the port
Routes
Server Name = Name of the server as given by INVADE Company Name - Country - Build Type i.e Independent-UK-AIO, Independent Ltd - United Kingdom - All in one server
Route Name = Friendly name for the route
Prefix = numbers required to use the route, prefixing any telephone number
Calls Count = Total calls made across the port
Additional Prefix = additional prefix for all calls i.e. 9 for an outside line
Selection Type = = order given to route i.e Circular, Round Robin etc
Strip = True or False remove a set amount of number
Strip Length = set amount of numbers to be stripped
Port ID's = Ports available for the route
Status Messages
Status messeges messages are 'freindlyfriendly' display of the INVADE Solution Logs and allow the Contact Centre to see the current state CATI / INVADE Solution. These are colour coded based on message type
Info = Green - Information regarding the CATI and the INVADE Solution i.e. Time the INVADE Solution was started
Warning = Light Blue - Warnin g Warning notices when an actioned has failled failed i.e. Unable to start recording on a campaign
Minor = Yellow - Minor warning notice when an activity has caused a failure i.e. stopping a campaign on the INVADE Solution when Agents are still logged in
Serious = Orange - Serious A serious error that can inpead impede the INVADE Solution from working corectally correctly i.e. Port suspenstion suspension
Critical = Red - Serrious A serious impact that will impead impede INVADE Solution from working i.e. Asterisk API disconnect with calls active
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