Analyst Mode (Time Slicing & Charting)
Analyst mode is available when a campaign is selected in the WebConsole. It enables the analysis of retrospective data for the selected campaign instance or previous instances within a specified time range.
You can toggle this mode using the switch shown in the screenshot below.
When analyst mode is enabled you will be presented with chart at the top part of the screen and the data that it represents in the bottom part.
There are two dropdown boxes which allows to select specific time range and preset data sets.
Show last (time range selector)
Current session (live) - Displays data from the campaign's start time up to the current moment. The chart is updated every 5 minutes, with data presented in 5-minute intervals.
5 minutes (live) - Displays the most recent 5 minutes of data for the selected campaign. The chart refreshes every minute to provide near real-time insights.
20 minutes, 30 minutes, 40 minutes, 50 minutes, 1 hour, 2 hours, 3 hours, 6 hours, 9 hours, 12 hours, 1 day - Displays data for the selected time frame within the current campaign instance. The chart is static and does not refresh automatically.
2 days, 3 days, 4 days, 5 days, 6 days, 7 days - Displays data for the selected time range, including previous instances of the same campaign name. The chart is static and does not refresh automatically.
Presets
Number of agents - Represents the total count of active agents.
WaitTime/Call - Represents the average amount of time a caller spends waiting before being connected to an agent.
Overdial avg - Represents the average number of excess calls made by the dialler system beyond the number of available agents. This metric helps evaluate the dialler's aggressiveness in making calls and its impact on agent availability and call abandonment rates.
Talk Time Total (delta) - Represents the cumulative amount of time agents spend actively talking on calls during a specific period, measured as the difference (delta) from a previous time frame. This metric helps assess agent productivity and call handling efficiency.
Outcomes - Represents the results or dispositions of calls. This metric is used to evaluate the effectiveness of campaigns and agent performance.
AllCalls/Hour/Agent - Represents the average number of calls handled by each agent per hour. This metric helps measure agent workload and efficiency.
Dialler Calls - Represents the total number of outbound calls made by an automated dialler system during a specific period. This metric is used to track the volume of outbound call activity.
Dialler Call Connections - Represents the number of outbound calls made by the dialler that successfully connect to a live person. This metric helps assess the dialler's effectiveness in reaching the target audience.
Dialler Call Connect % - Represents the percentage of outbound dialler calls that successfully connect to a live person. This metric is calculated by dividing the number of connected calls by the total number of dialler calls made.
DiallerCalls/Hour - Represents the average number of outbound calls made by the dialler system per hour. This metric helps evaluate the dialler's speed and efficiency in making calls.
DiallerCallsConnections/Hour - Represents the average number of outbound dialler calls that successfully connect to a live person per hour. This metric provides insight into the dialler's connection rate over time.
DiallerCallConnections/Hour/Agent - Represents the average number of outbound dialler call connections per agent per hour. This metric helps assess individual agent performance in handling connected calls.
Agent Calls - Represents the total number of calls handled by agents. This metric is used to measure agent activity and engagement.
Call Connections - Represents the total number of calls that successfully connect to a live person, regardless of whether they are inbound or outbound. This metric helps evaluate the overall effectiveness of call handling.
Call Connect % - Represents the percentage of calls that successfully connect to a live person out of the total number of calls made or received. This metric is calculated by dividing the number of connected calls by the total number of calls.
Calls/Hour - Represents the average number of calls handled per hour, including both inbound and outbound calls. This metric helps measure the overall call volume and system efficiency.
CallsConnections/Hour - Represents the average number of calls that successfully connect to a live person per hour. This metric provides insight into the connection rate over time.
CallConnections/Hour/Agent - Represents the average number of call connections handled by each agent per hour. This metric helps assess individual agent performance in managing connected calls.
Extra data points can be added to existing charts by selecting additional columns in the bottom grid. Individual series can be enabled/disabled in the chart.
