Monitoring summary
- Helen Griffith
The Monitoring summary dashboard presents data about monitoring sessions in the VCC account.
At the top of the dashboard, you can set global filters for this dashboard:
- Data 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 the previous week.
- Monitor type — the modes of the monitoring sessions initiated by supervisors. You can choose different monitor modes to narrow down the summary report. By default, Monitor type filter contains all modes of monitoring sessions.
Total monitoring sessions tile
The Total monitoring sessions tile displays the number of monitoring sessions that occurred.
Monitored interactions tile
The Monitored interactions tile displays the number of interactions 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 monitoring session started to the closest second 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.
- Supervisor — the name of the monitoring supervisor as defined in the VCC admin portal during agent creation.
- Monitor 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.
For general assistance, please contact Customer Support.
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