Voice Management Guide

The Voice Management user guide

To start
- Prerequisite
- Home
Administrator
- Importing sounds to your IVR
- Creating a routing
- Importing a directory
- Prohibit transfers to certain numbers
- Creation of a skill group
- Gestion of an operator
- Creation of an IVR
- Satisfaction survey
  - Carrying out a satisfaction survey from an IVR
- Campaign
  - Outgoing calls
- Webcallback
  - Link WebCallBack
  - Generating a WebCallBack link
- Gestion of a supervisor
  - Creation of a supervisor
- SMS service
  - SMS in the operator toolbar
  - SMS in the operator toolbar
    - SMS in the operator toolbar
Statistics
Operator
Supervisor
Technical side
- API
- SSO authentification
  - SAML Authentication & Voice Management
  - SAML authentication with Microsoft Azure AD
Call recording
- Recordings of conversations
Integration
- Application setup (Microsoft Dynamics)
- easiware integration
- Salesforce
  - Integration with Salesforce
  - Transcripts of conversations in Salesforce
- Zendesk
  - Configuration of integrations

Stat descriptions : Incoming calls

Find here all the data that can be used in the static statistics related to incoming calls.

The statistics entered in the “Incoming calls” page relate to incoming calls and therefore provide statistics from the caller’s point of view. This includes, for example, the time spent by the caller on hold on the voice server or on hold during a transfer between agents.

The statistics are saved for 18 rolling months.

1 – Types of call status

– “abandoned”: call hung up by the caller while browsing on the IVR
– “cancelled”: call hung up by the caller during the operator extension ringing time
– “not answered”: call missed by the operator, and the caller was momentarily returned to the on hold music
– “engaged”: call transmitted to the operator, but his/her extension is engaged (for example he/she has an ongoing call outside of Voice Management), with the caller returned to the on hold music
– “answered” : call answered by the operator

2 - Incoming calls – Global

Incoming calls – Global

Date	No.	Origin FR land	Origin FR mobile	Origin other	Duration	ACT	Total duration	Repayment	Percentage	Recordings
Date	Number of incoming calls	The call is coming from a French landline +33(1,2,3,4,5,8,9)	The call is coming from a French mobile +336, +337	The call is coming from a foreign country	IVR time (-time before picked up service) + waiting time + communication time	Average communication time	Ringing time and communication time	Ringing time and communication time	Content	Recording of the call (is saved on a rolling 30-day basis, by default)

Incoming calls – History

Date	Caller	Called	Total duration	Repayment	Post code	Recording	Action
Date of the call	Caller’s number	Number of the IVR called	Ringing time and communication time	Repayment amount following the call	Caller’s post code	Access to call recording	Details of the call

Incoming calls – Numbers

Number	#	Origin FR land	Origin FR mobile	Origin other	ACT	Total duration	Repayment	Recordings
Number of the IVR called	Number of calls	The call is coming from a French landline	The call is coming from a French mobile	The call is coming from a foreign country	Average communication time	Ringing time and communication time	Repayment amount following the call	Access to call recording

Incoming calls – Steps

Will be counted, all the calls having passed through a section. If a call is made through section A and section B, then it will be counted in both sections.

Step	#	Origin FR land	Origin FR mobile	Origin other	Duration	ACT	Recordings
Step called	Number of calls	The call is coming from a French landline	The call is coming from a French mobile	The call is coming from a foreign country	Duration of the call	Average Communication Time	Access to call recording

The details of the different step through which a call is made will be visible here.

dt_v	Service	Caller	Status	id_appel	Step. 1	Step. 2	Step. X
Date of the call	Service number called	Caller's number	Call status (Only for an Outgoing call)	Call ID	Name of the first topic through which the caller passed	Name of the second topic through which the caller passed	Name of the Xth item through which the caller passed

6 - Incoming calls – Summary

Date	Service	Caller	Ringing	Total time	IVR time	Communication time	Hold time during communication	Post call	Processing time	Post code	Step	Group	Operator	Number	Destination	Status*	Call ID	Recording
Date of the call	Number called	Number caller	Ringing time before answering the call	Ring time and talk time	Caller presence time in the IVR before the call is picked up by an operator	Length of time the caller was in contact with an operator. In the event of a transfer or successive connections, this duration is the cumulative duration from the caller's point of view.	Time during which the communication was paused by the operator	Time spent on call by the operator	Processing time: Communication time + call pause time + post-call processing time	Caller's post code	Name of the topic on which the call was last answered	Name of the group on which the call was answered	The operator who took the call	Operator extension type number		– “abandoned” – “cancelled” – “not answered” – “engaged” – “answered”	Each call has a unique ID	Access to call recording

7 - Incoming calls – Geographic origins

Post code	#	Origin FR land	Origin FR mobile	Origin other	Duration	ACT	Total	Repayment	Recordings
Selected post code	Number of calls	The call is coming from a French landline	The call is coming from a French mobile	The call is coming from a foreign country	Duration of the call	Average communication time	Total duration of the calls	Repayment amount following the call	Access to call recording

8 - Incoming calls – Incoming call processing

Date	Status	#	Origin FR land	Origin FR mobile	Origin other	Waiting	Av. waiting	Hold time during communication	Percentage	Recordings
Selected date	Abandoned or answered	Number of calls by status	The call is coming from a French landline	The call is coming from a French mobile	The call is coming from a foreign country	Total waiting time	Average waiting time	Time during which the communication was paused by the operator		Access to call recording

Incoming calls – Groups

Group ID	Date	Total no. of calls	No. of calls connected to an operator	No. of calls not connected to an operator	No. of escalated calls taken within another group	% of calls picked up	No. of dropped	Av. waiting time	ACT	ATT	Av. abandon time	No. of calls abandoned within less than 15s	Origin FR land	Origin FR mobile	Origin other
Each skill group has a unique ID	Date	Total number of calls (1)	No. of calls connected to an operator	No. of calls not connected to an operator	No. of escalated calls taken within another group *	% of calls picked up	No. of calls dropped	Av. waiting time	Average communication time	Average Treatment Time(2)	Av. abandon time	No. of calls abandoned within less than 15s	The call is coming from a French landline	The call is coming from a French mobile	The call is coming from a foreign country

* The call has left the IVR but has been taken by a backup group, for example.

Calls are logged from the moment they arrive in the group, even if no operator rings (for example, if the time limit for waiting in the queue is exceeded, or if the caller hangs up)

(1) Note: The total number of calls may not correspond to the total acquired by adding the calls for each group, as a single call can be directed through multiple groups. The same applies for the exporting of data. If you add up the number of calls, this will not give you the same results.

(2) Caution: The DMT only takes calls with an "Answered" status into account. Moreover, it is possible to find a 1 sec offset with the average time possibly calculated via the processing time in Summary. (1) The DMT only takes into account calls with the "Answered" status. 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

10 - Incoming calls – Answered

Date	No.	Platform pickup time	Waiting	Av. waiting	Rate answered (-30s)	Total rate (-30s)	Rate answered (-3m)	Total rate (-3m)
Selected date	No. of calls	Total operator waiting time prior to reaching an IVR	Total caller waiting time prior to being connected to the operator	Average caller waiting time prior to being connected to the operator	Rate answered (-30s)	Total rate (-30s)	Rate answered (-3m)	Total rate (-3m)

11 - Incoming calls – Reiteration

Global	Total no. of calls	No. of unique calls	No. of calls in reiteration	% of unique calls	% of calls in reiteration
Selected time	All calls on the same day for the number for which there was a reiteration	Number who called once during the defined period	Number who called several times during the defined period	% of unique calls	% of calls in reiteration