Voice Management Guide
The Voice Management user guide
Description of static statistics: Operators
Find all usable data here in static statistics on operator related data
The statistics entered in the “Operators” page relate to unit calls as received or made by the operators and therefore informs the statistics from the operator’s point of view. In the event of a supervised transfer, for example, part of the call between the two operators is therefore counted twice.
Statistics are saved for 18 rolling months.
1 – Operators - Totals
| Operator | No. of calls | Of which stranded | Comm. | ACT | Total (with ringtone) | Recordings |
|---|---|---|---|---|---|---|
|
Operators concerned |
Number of calls taken by the operator |
Number of calls that did not result in a communication |
Total talk time |
Average Communication Time |
Call duration + ringtone |
Access to call recording |
2 – Operators - History
| Date | Operator | Destination | Number called | Calling number | Type | Comm. | Total (with ringtone) | Duration of the treatment | Sell price | Call ID | Recordings |
|---|---|---|---|---|---|---|---|---|---|---|---|
|
Date of the call |
Operator concerned by the call |
Destination telecom operator |
Operator Extension Type |
Caller’s number |
- Incoming call
- Outgoing call |
Call duration |
Call duration + ringtone |
Talk time + call pause time + after call processing time (1) |
Number price |
Each call has a unique ID |
Access to call recording |
(1) Warning: If you compare the Incoming calls page and the operators page, you will probably not find the same data. Indeed, we are here in this page on an operator view, in case of transfer the time may be different. You also have the possibility of finding a time difference of one second, due to the machines which take into account the hanging up of the caller of the operator
3 – Operators - Destination
| Destination | Type | No. of calls | Comm. duration | ACT | Total (with ringtone) | Sell price | Recordings |
|---|---|---|---|---|---|---|---|
|
Destination telecom operator |
- Incoming call
- Outgoing call |
Number of calls by destination |
Total call duration |
Average Communication Time |
Call duration + ringtone |
|
Access to call recording |
4 – Operators - Groups
| Group | Total calls presented | Number of incoming calls presented | Number of outgoing calls | Total waiting time | Average waiting time | Answered calls | Number of calls answered in less than 30s | Calls answered in less than 30s | Number of calls taken in less than 3m | Calls answered in less than 3m | Comm. total | Comm. avg. (ACT) | ATT | Unanswered calls | Unanswered calls % | Recordings |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Operators concerned |
Total number of calls presented to the operator |
Number of incoming calls presented to operators |
Number of outgoing calls presented to the operator |
Caller hold time (IVR and Group) |
Average length of time a caller waits before being connected |
Number of calls answered by an operator |
Number of calls taken in -30sec by an operator |
Percentage of calls answered in -30sec by an operator
|
Number of calls taken in -3 minutes by an operator |
Percentage of calls taken in -3 minutes by an operator |
Call duration + ringtone |
Average Communication Time |
Average processing time (1) |
Number of unanswered calls |
Percentage of unanswered calls |
Access to call recording |
(1) The DMT only takes into account calls with the “Answered” status. Also, when compared with the Operators page > History, please take into account that we are in a “Group” point of view and when transferring to an operator, the 2nd operator does not have a group, so will not be in these statistics
5 – Operators - Statutes
Calls
| Status | Comm. duration | ACT | Total (with bell) | Recordings |
|---|---|---|---|---|
|
Call status* |
Duration of communication according to the statutes |
Average Communication Time by Status |
Call duration + ringtone |
Access to call recording |
*A call can have a different status:
– “drop”: call that was hung up by caller while browsing IVR
– “cancelled”: call that was hung up by the caller during the ringing time of the operator set
– “unanswered”: call missed by the operator, and caller returned for a few moments to music on hold
– “busy”: call forwarded to the operator but his extension is busy (he has a call outside Voice Management for example), with caller returning to music on hold
– “answered”: call answered by operator
Per period
| Date | Number of operators connected | Total connection time | Number of breaks | Total duration of breaks | Total duration excluding breaks | Time spent in catchup | Number of incoming calls | Incoming call duration | Number of outgoing calls | Outgoing call duration | Recordings |
|---|---|---|---|---|---|---|---|---|---|---|---|
|
Dates concerned |
Number of connected operators |
Total operator connection times |
Number of breaks taken by operators |
Total duration of operator breaks |
Total connection time excluding operator breaks |
Time spent in after call treatment |
Number of incoming calls presented to operators |
Total duration of incoming calls |
Number of outgoing calls presented to operators |
Total duration of outgoing calls |
Access to call recording |
By Operators
| Operator | Total connection time | Total duration of breaks | Total duration excluding breaks | Time spent in catchup | Number of incoming calls | Incoming call duration | Incoming ATC | Number of outgoing calls | Number of successful outgoing calls | Number of outgoing calls +30sec | Outgoing call duration | Outgoing ACT | Number of transfers | Number of successful transfers | Number of failed transfers | Number of transfers made | Recordings |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Operators concerned |
Total operator connection time |
Total duration of operator breaks |
Total duration excluding operator breaks |
Time spent in after call treatment |
Number of incoming calls presented to the operator |
Duration of incoming calls presented to the operator |
Average time of incoming communication |
Number of outgoing calls presented to the operator |
Number of outgoing calls that were picked up |
Number of outgoing calls +30sec |
Outgoing call duration |
Average Time of Outgoing Communications |
Number of transfers made by the operator |
Number of successful transfers made by the operator |
Number of failed transfers made by the operator |
Number of transfers made by the operator |
Access to call recording |
History
| Start | Operator | Status | Duration | Infos | Call ID | Recordings |
|---|---|---|---|---|---|---|
|
Date and time of the start of the action |
Operator concerned by the action |
Event completed |
Event duration |
Additional information about the event |
Each call has a unique ID |
Access to call recording |
6 – Operators - Transfer
| Date | Call ID | Operator | To | Destination | Comm. duration | Comm. duration to | Pickup | Transfer | Total |
|---|---|---|---|---|---|---|---|---|---|
|
Transfer date and time |
Each call has a unique ID |
Operator concerned by the transfer |
To a telephone (TEL) or to an operator |
Transfer destination |
Call communication duration |
Transfer Communication Duration |
Picked up from transfer |
Transfer completed or call resumed |
Duration of communication and transfer |
7 – Operators - Transfer Done
| Date | Operator | No. | Comm. duration | Total |
|---|---|---|---|---|
|
Transfer date and time |
Operator concerned by the transfer |
Number of transfers |
Duration of communication before transfer |
Total communication time (communication + transfer on hold) |
8 – Operators - Transfer Received
| Date | Destination | No. | Call comm. | Total |
|---|---|---|---|---|
|
Transfer date and time |
Operator concerned by the transfer |
Number of transfers |
Duration of communication before transfer |
Total call duration (Client call + transfer on hold) |
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