Supervision

Introduction

Allows a contact center supervisor to monitor contact center activities such as:

  • Monitoring real time information from call queues
  • Agent activities per call queues
  • Agent detailed activities

XiVO client as a Supervision Platform

Configuration

A supervisor profile defined in Service ‣ CTI Server ‣ Profiles menu usually contains the following Xlets :

  • Identity
  • Queues
  • Queue members
  • Queues (entries detail)
  • Agents (list)
  • Agents (detail)
Note:You may also see the Agent Status Dashboard

Supervision Panel

../../_images/cc_supervision.png
  • Clicking on a queue’s name in the queue list will display the agent list in the xlet Queue Members and show waiting calls in the Calls of a Queue xlet.
  • Clicking on an agent’s name in the agent list will display information on the agent in the Agent Details xlet
  • Clicking on the + icon in the Agent Details xlet will display information about the selected queue in the Calls of a Queue and Queue Members xlets.

Queue List

General information

The queue list is a dashboard displaying queue statistics and real-time counters for each queue configured on the Wazo.

../../_images/queue_list.png

Real-time Columns

The data of following columns display real-time information.

Queues
queue name and number if configured to be displayed
Waiting calls
The number of calls currently waiting for an agent in this queue. The background color can change depending of the configured thresholds
EWT
Estimated waiting time
Longest wait
The longest waiting time for currently waiting calls. The background color can change depending of the configured thresholds
Talking
The number of agents currently in conversation in the queue. This column is set to 0 when the queue has just been created and no members have been added.
Logged
The number of logged agents in the queue. This column is set to “N/A” when the queue has just been created and no members have been added.
Available
The number of available agents ready to take a call in the queue. This column is set to N/A when the queue has just been created and no members have been added.

Last Period Columns

The data of following columns are based on statistics fetched from a fixed-width window of time, e.g. the last 60 minutes or the last 10 minutes. See below to configure the width of the window for each queue.

Received
The number of calls received in this queue during the configured statistical window
Answered
The number of calls answered in this queue during the configured statistical window
Abandoned
The number of calls abandoned in this queue during the configured statistical window
Mean waiting time
The mean wait time in the statistical time window, in mm:ss If no calls are received, “-” is displayed
Max waiting time
The longest wait time in the statistical time window, in mm:ss If no calls are received, “-” is displayed
Efficiency
Answered calls over received calls during the configured statistical window (unanswered calls that are still waiting are not taken into account). If no calls are received, “-” is displayed
QOS
Percentage of calls taken within X seconds over answered calls during the configured statistical window. If no calls are received, “-” is displayed

Counter availability

When the XiVO client is started, “na” is diplayed for counters that have not been initialized.

When the XiVO client is restarted, the counters are always displayed and calculated as if the application was not restarted. When the server is restarted, counters are reinitialized.

Enabling the xlet

The xlet can be added to any CTI profile from the web interface.

../../_images/queue_list_enable.png

Configuration

Some values can be configured for the xlet. The statistic fetch timer can be set in the CTI profile preferences. This option is expressed in seconds and the default is 30 seconds.

../../_images/queue_list_fetch_time.png

The statistical period can be configured through the XiVO client once logged in by right-clicking on the Queue’s name in the Queues xlet. For each queue, you can configure the following information:

  • Qos: maximum wait time for a call, in seconds.
  • Window: period of time used for accumulating statistics, in seconds.

The data used to compute statistics on the Wazo server is only kept for a maximum of 3 hours. The window period cannot be configured to go beyond this limit.

../../_images/queue_list_fetch_param.png

Display options can also be set on the client side. A threshold can be configured to change the color of a column using the following parameters:

  • Queue thresholds (waiting calls): number of waiting calls in the queue.
  • Display queue’s longest wait: Add a column displaying the number of seconds the longest call has waited.
  • Queue thresholds (longest wait): number of seconds for the longest waiting call in the queue.
  • Display queue number: Add a column displaying the queue’s number.
../../_images/queue_list_config.png

Monitoring queues on high dimension screens

You may want to display the queue list on one big screen, visible by multiple people. However, the default font will not be large enough, so the information will not be readable.

You can change the font size of this Xlet by giving a configuration file when launching the XiVO Client:

> xivoclient -stylesheet big_fonts.qss   # Windows and Mac
$ xivoclient -- -stylesheet big_fonts.qss   # GNU/Linux

The big_fonts.qss file should contain:

QueuesView {font-size: 40px;}
QueuesView QHeaderView {font-size: 40px;}

Units of size that can be used are described on the Qt documentation.

Agent List

General information

The queue list is a dashboard displaying each agent configured on the Wazo.

../../_images/agent_list.png

Columns

Number
The agent’s number
First name & Last name
The agent’s first name and last name
Listen

A clickable cell to listen to the agent’s current call.

Clicking on the cell will make your phone ring. When you’ll answer, you’ll hear the conversation the agent is having.

You’ll then be able to press the following digits on your phone to switch between the different “listen” modes:

  • 4 - spy mode (default). No one hears you.
  • 5 - whisper mode. Only the agent hears you.
  • 6 - barge mode. Both the agent and the person he’s talking to hear you.
Status since

Shows the agent’s status and the time spent in this status. An agent can have three statuses:

  • Not in use when he is ready to answer an ACD call
  • Out of queue when he called or answered a call not from the queue
  • In use when he is either on call from a queue, on pause or on wrapup
Logged
A clickable cell to log or unlog the agent
Joined queues
The number of queues the agent will be receiving calls from
Paused
A clickable cell to pause or unpause the agent
Paused queues
The number of queues in which the agent is paused

Agent Details

General information

Display advanced informations of an agent and enable to login/logoff, add/remove to a queue, and pause/unpause.

../../_images/agent_details.png

Agent Details

  1. This is the status information of agent
  2. Button to login/logoff agent
  3. Supervision button of the Xlet “Calls of a queue”
  4. Add/Remove agent for given queue
  5. Pause/Unpause button for given queue

Queue members

The queue members lists which agents or phones will receive calls from the selected queue and some of their attributes.

../../_images/queue_members.png

Columns

Number
The agent number or the phone number of the queue member.
Firstname and Lastname
First name and last name of the agent or the user to which the phone belongs.
Logged
Whether the agent is logged or not. Blank for a phone.
Paused
Whether the agent is paused or not. Blank for a phone.
Answered calls
Number of calls answered by the member since last login (for an agent), or restart or configuration reload.
Last call
Hangup time of the last answered calls.
Penalty
Penalty of the queue member.