The Audio problems Monitoring summary dashboard presents data about audio problems reported by agents. Information includes the total number of problems agents have reported and the number of interactions that encountered problems.monitoring sessions in the VCC account.
At the top of the dashboard, you can set global filters for this dashboard:
- Data range — range — the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Data range is set to last 7 days.
- Audio problem — the problem reported by an agent for an interaction. You can choose different audio problem types to narrow down the summary. By default, Audio problem filter contain all types of audio problems.
- Agent — the agents (identified by name) you want to analyze data forthe previous week.
- Monitor type — the modes of the monitoring sessions initiated by supervisors. You can choose different rules monitor modes to narrow down the agents in the dashboardsummary report. By default, Monitor type Agent filter contains all agentsmodes of monitoring sessions.
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Total
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monitoring sessions tile
The Total reported audio problemsmonitoring sessions tile displays the number of problems monitoring sessions that agents reportedoccurred.
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Monitored interactions tile
The Interactions with reported audio problems Monitored interactions tile displays the number of interactions during which agents reported audio problems.
Audio problems usage - daily tile
The Audio problems usage - daily tile displays the total number of audio problems reported each day.
The Audio problems usage - daily tile contains a bar chart showing the number of audio problems reported on each day.
Audio problems by agent tile
The Audio problems by agent tile displays details about audio problems grouped by the agents who reported them.
The Audio problems by agent tile contains the following columns:
- Audio problem — the type of audio problem reported — too loud, too quiet, echo, distortion, background noise, delay, and other.
- Agent — the name of the agent as defined in the VCC admin portal during agent creation.
- Total — the number of times that each agent reported an audio problem.
- Too loud — the number of times that each agent reported that an interaction was too loud.
- Too quiet — the number of times that each agent reported that an interaction was too quiet.
- Echo — the number of times that each agent reported that there was an echo during an interaction.
- Distortion — the number of times that each agent reported that there was distorted audio during an interaction.
- Background noise — the number of times that each agent reported that there was a background noise during an interaction.
- Delay — the number of times that each agent reported that there was an audio delay during an interaction.
- Other — the number of times that each agent reported that there was any other problem during an interaction.
Audio problems by category tile
The Audio problems by category tile shows a breakdown of audio problems reported. The pie chart shows the percentage of audio problems reported in each category.
Reported audio problems trend (last 3 months) tile
The Reported audio problems trend (last 3 months) tile displays the number of audio problems reported in the last 3 months.
The Reported audio problems trend (last 3 months) tile contains a line chart showing the number of audio problems reported on each day.
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| The Reported audio problems trend (last 3 months) tile is not affected by the data range provided in filters. |
Interaction details tile
The Interaction details tile displays basic details about the interaction, such as start time, agent, and reported audio problems.
The Interaction details tile that were monitored.
Avg. monitoring session time tile
The Avg. monitoring session time tile displays the average duration of monitoring sessions.
Monitoring sessions — daily tile
The Monitoring sessions — daily tile displays the number of monitoring sessions and their mode — coach, join, or listen in — each day. The tile displays a bar chart with the total number of monitoring sessions and the number of each mode of monitoring session, each day.
Monitoring sessions by supervisor tile
The Monitoring sessions by supervisor tile display details about each monitoring session by monitoring supervisor. The tile contains the total number and average duration of monitoring sessions performed by each supervisor, and the number and average duration of those sessions broken down into modes of those sessions.
The Monitoring sessions by supervisor tile contains the following columns:
- Monitor type — the modes of the monitoring sessions — coach, join, and listen in.
- Supervisor — the name of the monitoring supervisor.
- Count — the number of all monitoring sessions performed by the supervisor and the number of sessions for each mode's sessions.
- Avg. session time — the average duration of all monitoring sessions performed by the supervisor and the average duration of each mode's sessions.
Monitoring sessions by category tile
The Monitoring sessions by category tile displays percentage a breakdown of monitoring sessions by mode. The tile displays a pie chart of the percentage of monitoring sessions in each mode.
Monitoring session details tile
The Monitoring session details tile displays details about each monitoring session.
The Monitoring session details tile contains the following columns:
- Interaction ID — the unique identifier for the interaction.
- Start time — — the exact time and date on which the interaction monitoring session started to the closest second . In in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
- Initial direction — — the direction of the interaction when it started. Initial direction can be either Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent).
- Connect from — the address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For an internal interaction, it is the agent's name.
- Connect to — the address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted.
- Agent — the Supervisor — the name of the agent monitoring supervisor as defined in the VCC admin portal during agent creation.
- Audio problems (count) — the number of audio problems reported during the interaction.
- Audio problems — the category or categories of audio problems reported during the interaction separated by commas. Audio problems can be one or more of Too loud, Too quiet, Echo, Distortion, Background noise, Delay, and OtherMonitor type — the mode of the monitoring session. Monitor type can be one of Coach, Join, and ListenIn.
- Interaction outcome — the computed outcome of the interaction
- Monitoring session time — the duration of the monitoring session.