WebConsole

WebConsole is the first 'tab' from the side menu available to authorised users. You may be familiar with the section as this was previously the 'Dialler Console' available as a Microsoft Silverlight application.

WebConsole - Will show Live (active) campaigns by default, click on the campaign you wish to review 

Live 'Campaigns' default page header

Title 'WebConsole = current module you are viewing

Agents = Total number of active agents on all live campaigns currently running 

Current Calls = Total number of connected calls on all live campaigns currently running 

Peak Calls = Greatest number of calls made at one point across the live campaigns within your local timezone today

Peak Agents = Greatest number of agents across the live campaigns within your local timezone today

Icons top right = INVADE Solution connected

User  = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

Live 'Campaigns' select list

Campaign = Campaign name as set within the CATI design

Started = Date and time the Campaign was started on the INVADE Solution

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' (signal line is active)

AMD = Answer machine detection, on or off (Note Emertec FastAMD will over ride and show as On)

Rec = Call recording On or Off - when on will record call from 'connected to hangup'

Calls = Total number of calls made for the campaign

Con % = Overall percentage of connected calls made across the lifetime of the campaign

NA % = Overall percentage of calls not answered  across the lifetime of the campaign

Target = Abandon Target is the percent of connected calls that can be abandoned when predictive dialling

OvrDl % = Overall percentage for rate of call currently being made

Agents = Number of active agents currently logged in for the campaign

InCall % = Percentage of agents within a call for the campaign

Wait % = Percentage of agents currently waiting for a connected call

Wrap % = Percentage of agents currently in Wrap Up at then end of a connected call

Dial = amount of calls currently in a pre connect state (being called but not yet connected to a respondent) 

Conn = total number of connected calls across the campaign

Peak = Peak number of agents connected accross the campaign

Web Console - Main Dashboard, Live 'Campaigns'

The following looks in detail at the sections presented in the Infographic above

What are - Campaign Stats

Started = Date and time the Campaign was started on the INVADE Solution

Closed = Not Applicable to and Open Campaign

Abandon Target = Can be set between 0 & 10, the percent of connected calls that can be abandoned when predictive dialling

Abondon Rate = Current percentage of calls that are being abandoned during the live campaign

Dial Rate = Current predictive mode overdial rate (all other modes will be 100%) 

Dial Average = The avarage rate of predictive overdial on the live campaign

Answer Time (Avg) = Average time to answer a call accross 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' (signal line is active)

AMD = Answer machine detection, on or off (Note Emertec FastAMD will over ride and show as On)

Call Recording = Call recording On or Off - when on will record call from 'connected to hangup'

CLID = Caller Line Identification = Carrier permitting, telephone number displayed on the recipients handset (if available). If left blank the INVADE Solution will show carrier setting, some carries allow override for a number you have chosen i.e. SIP provide by INVADE.

What are - Dialler Call Outcomes (can be toggled for Preview Call Outcomes)

Connect = Number of connected calls currently in the campaign
No Answer = Number of calls that have ringing but are not ansewed
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 (high volume can indicate an issue with the CATI Campaign i.e. prefix is wrong / extra didgits / bad sample)
Abandoned = Number of calls connected but have no agent avalible to ansew (Predictive & one to one dialling (progressive)) (can be high at the end of a shift due to agents logging of while predictive dialling is happeing)
Congestion = Number of calls unable to be made to the exchange (For SIP, this can be many issues for example number of lines diffrent to INVADE Solution expectation as provided has wrong confirgration) 
Other = Number of calls that are not categorised with other status, for example interconnect drop out. (high volume can indicate an issue with the provider)
AMD = Number of call that have gone to ansering machine including Emertec Fast AMD
Fast Drop = Number of connected calls that are droped on 'trasnsfer' to a agent (high volume can indicate an issue with the INVADE Solution)

What are - Live Activity

Graphic representation of Agents state at this point in the campaign (refresh every 5 seconds)

What are - Agent Stats

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 to take a call i.e. just starting a shift

/Hour = Average agent time in State per hour accross the campaign
% = Percentage for state per hour
/Call = Average agent time in State per call accross the campaign
Total =  Total for Row

Bottom Menu bar - Below the main WebConsole window
From here you can further view date procided 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 in 3 ways:

Monitor - the ability to lisen to the agent exstention
Coach - the ability lisen and speak to the agent making the call
Barge - the ability to listen and speak to the agent & respondant

To use this feature, enter your number ~(i.e. extention 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 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 you require

Name = Agent given Name (often a code not a real name)

Campaign = Campaign name as set within the CATI design

Location = Booth location ID (note this is often the phone extention)

Duration = Time Agent has been logged into the Live campaign XXXXXXXXXXXXXXXXX

Logged On = Date and Time Agent logged on to the Live Campaign

Dllr Calls = Calls handled by the Agent from the Dailler

Agent Call = Calls made by the Agent via the Dailer (Set up depending)

InCall % = Percentage of total time the agent in a call for the campaign

Wrap % = Percentage of total time the agent is in Wrap Up at then end of a connected call for the campaign

Wait % = Percentage of total time the agent has is waiting for a connected call for the campaign

Unavail% = Percentage of total time the agent has been unavalible for a connect call for the campaign

Total = XXXXXX

Monitors = Activly been monitored / coached / barge xxxxxxx

Rec = Calls for the Agent are been recorded

A = XXXXXXXX

Status = Current CATI status for the agent logged in xxx

ACT Tel = respondant telephone number Agent currently connect to

Live Calls - as previously discussed, the 'Tool Panel' can be toggled to show the colums you require

Call Made = Date and Time the active call was made

Type = Type of call made (i.e. Dialler, Preview, Manual etc)

State = The active (INVADE Solution) state of the call being made XXXXXXX

State Duration = The duration in seconds the call has been in that state

Code = As coded by the CATI (Note not all CATI's return a code, default 0) XXXX

Outcome = Outcome of call made as coded to the CATI

Agent = Agent given Name (often a code not a real name)

Calls - as previously discussed, the 'Tool Panel' can be toggled to show the colums you require

Call Made =

Type = 

Code = 

Outcome = 

Number Called = 

Database ID = 

Interview ID = 

Agent = 

DisconnectReason = 

RawDisconnectReason = 

Old Agents - as previously discussed, the 'Tool Panel' can be toggled to show the colums you require

Group = 

Name = 

Location = 

Logged On = 

Logged Off = 

sum(Dllr Calls) = 

sum(Agent Calls) = 

In Call = 

Wrap = 

Wait = 

Uavail = 

Total = 

Time Lines

Time lines are an overview of the agent activity based on CATI Status displayed graphiclly. Really usefull for displaying on a Call Centre wall board.

Live Channels

Ports and Routes for the INVADE Solution for both SIP and PRI (ISDN) (inc T1 / J1 etc)

Ports

Server Name = 

Port ID = 

Port Name = 

Call Count = 

Routes

Server Name = 

Route Name = 

Prefix = 

Calls Count = 

Additional Prefix = 

Selection Type = 

Strip Length = 

Port ID's = 

Status Messages

Status messeges are 'freindly' 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 notices when an actioned has failled 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 error that can inpead the INVADE Solution from working corectally i.e. Port suspenstion 

Critical = Red - Serrious impact that will impead INVADE Solution from working i.e. Asterisk API disconnect with calls active