- Agent Guide Introduction
- AudienceGeneral Information
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating the Agent Desktop Helper Application
- User Interface Overview
- Understanding Screen-pop
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Getting Help
- How to Terminate Your Working Session
- When Your Browser Closes or Navigates AwayManaging Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not ReadyConversations
- General Information About ConversationsHandling Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After Call Work
- Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Prerecorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- Voice Signatures
- How to Schedule a Follow-up Activity
- How to Send SMS MessagesHandling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- Chat Messages
- How to Schedule a Follow-Up Activity from a Chat Session
- How to Create a Case from a Chat Session
- How to Flag a Chat Session
- How to Send and Receive Pictures and Documents
- How to Have an Audio Chat
- How to Have a Video Chat
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- How to Send a Secure Form
- Handling Multiple Chat Sessions
- Co-browsingHandling Mobile Interactions
- General Information About Mobile Interactions
- Mobile Chat
- Mobile Voice
- Mobile VideoParticipating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call AttemptUsing the Calendar
- How to Open the Calendar
- Calendar Views
- How to Schedule an Event
- How to Edit Existing Events
- RemindersHandling My Cases
- General Information About Handling My Cases (Email)
- Understanding Email Cases and Threads
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Personal Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Change Default Email Font
- How to Compose a Reply
- How to Use My Follow-ups to Send a Follow-up Outbound Email
- How to Use Cases to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- How to Search Email Cases
- How to Print an Email
- How to Copy and Paste Images into EmailContacts
- General Information About Contacts
- Ways to Access Contacts
- How to Create a New Contact
- How to Edit to an Existing ContactUsing Chat Center
- How to Use Personal Chat
- How to Use Group Chat My Grades
- General Information About My Grades
- My Grades ViewsKnowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge BaseOther Useful Functions
- 1.1 Dashboard Metrics
- 1.1.1 AACW (Avg ACW Time)
- 1.1.2 CH (IN Handled)
- 1.1.3 CM (OUT Dialed)
- 1.1.4 CR (OUT Call Rate)
- 1.1.5 CRA (OUT Routed)
- 1.1.6 CT (IN Transferred)
- 1.1.7 Dispositions
- 1.1.8 HR (Call Handling Rate Per Hour)
- 1.1.9 OCH (OUT Handled)
- 1.1.10 Q (IN Waiting)
- 1.1.11 RR (Lists Remaining)
- 1.1.12 Service Name
- 1.1.13 SLA (IN Svc Level %)
- 1.1.14 SR (My Success Rate)
- 1.1.15 TR (My Team Team Success Rate)
- 1.1.16 WT (IN Max Wait)
- 1.2 Additional Dashboard Statistics
- 1.1 Dashboard Metrics
- Keyboard Shortcuts
- Ways to Request Assistance
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your AdministratorError Messages
- List of Error Messages
The Dashboard is an optional display of real-time metrics (i.e., statistics updated every five seconds) related to your and your team’s performance. For example, it can display the current number of calls in the service queue. When enabled, it is located in the middle of the application’s status bar (the same bar that is used to display and select your current state). The metrics displayed on your Dashboard will be configured by your contact center administrator. The Dashboard can help you stay mindful of your work and keep a productive pace.
The Dashboard uses real-time metrics to help agents and supervisors easily monitor important areas of work. Dashboard metric names are displayed above Agent Desktop's Context Information Area as abbreviations. The following is a list of these abbreviations, their corresponding metric names in parenthesis, and their definitions.
Please note: The abbreviations listed here can be renamed by your administrator, including Dispositions and Service Names. The following metrics abbreviations are the default abbreviations. If you see an abbreviation in your version of Agent Desktop not listed here, please contact your supervisor/administrator for the correct definition.
AACW (Avg ACW Time)
AACW is the average daily time agents spend handling after-call work (ACW).
CH (IN Handled)
CH is the number of inbound interactions that have been handled and completed by agents for the day.
CM (OUT Dialed)
CM is the total number of outbound calls agents have placed for the day.
CR (OUT Call Rate)
CR is the current number of outbound calls being attempted by agents per minute.
CRA (OUT Routed)
CRA is the number of outbound calls that were queued and then routed to agents for the day. If a call is routed to an agent more than once with the same service, it is counted multiple times.
CT (IN Transferred)
CT is the number of inbound interactions that have been transferred to an external service.
Dispositions are labels used to categorize the results of interaction attempts and are a subcategory of Service Name metrics. Dispositions are customized and defined by your contact center administrator but the system does provide pre-defined dispositions. For example, dispositions for an email service might include "Spam" or "Problem solved." The total number of dispositioned transactions can be tracked and monitored.
HR (Call Handling Rate Per Hour)
HR is the average of all calls made per agent per hour.
OCH (OUT Handled)
OCH is the number of outbound interactions being handled and completed by agents, including non-replies via email.
Q (IN Waiting)
Q is the number of inbound calls currently in Queued state. This includes both inbound calls and callbacks dialed and answered by the customer.
RR (Lists Remaining)
RR is the approximate number of remaining records from a campaign (not including records from disabled lists).
The Service Name is the text on the left of the Dashboard. The service name is the service type you are viewing metrics for. For example, a Dashboard displaying, "EmailService | WT: 25 | Q: 25," means for the service "EmailService" the maximum wait time (WT) is currently 25 minutes and the number of emails in queue (Q) is 25.
SLA (IN Svc Level %)
SLA is the percentage of calls answered before the threshold time (30 seconds by default) calculated over most recent 20 calls (short abandoned calls are excluded). For email interactions, it is the percent of emails replied to within the pre-defined service level threshold, relative to all replied emails; these include those replied to automatically and those replied to by the agent.
SR (My Success Rate)
SR is the percentage of calls handled per agent that received the Success type disposition type divided by the total number of calls with this service. This metric is calculated for all services the agent handles.
TR (My Team Team Success Rate)
TR is the percentage of calls handled per team that received the Success type disposition type divided by the total number of calls with this service. This metric is calculated with break-downs per service and per team.
WT (IN Max Wait)
WT provides the current wait time of the email that has been waiting in the queue the longest time (and is still waiting) - compared to all other emails currently waiting in the same queue. This includes service closure hours and is available for both Push and Pull distribution modes. Note that for email services this metric is updated once per hour. Note that an interaction can be requeued for another service either automatically or manually. In this case, the metric shows the interaction for the service it is currently waiting for but calculates the total waiting time since the moment the interaction entered the first service queue.
Additional Dashboard Statistics
There are up to three additional statistics that can be shown with a given Dashboard metric, for example Bad record: 25/24(26) (1st). The additional metrics are:
This value will indicate your personal performance and is displayed as an ordinal number, e.g., Bad record: 25 (1st).
Show next value
This value is the performance of the agent closest to you in current ranking and is displayed as a fraction, e.g., Bad record: 25/24.
Show total dispositioned calls
This value is your personal ranking within the team based on a comparison of the current value of the given metric for all members of the team; it is displayed as a number in parenthesis, e.g., Bad record: 25(26).
It is possible to display any combination of these metrics. Your system administrator may provide an additional explanation regarding the format of each displayed metric.