Supervisor Guide Bright Pattern Documentation Generated: 11/12/2024 10:21 pm

Content is available under license unless otherwise noted.

Purpose

ServicePattern Supervisor Guide provides instructions for using the Agent Desktop application to perform typical contact center supervisor functions such as real-time monitoring of key contact center performance indicators and helping agents with call handling. The guide also explains tasks related to real-time campaign management.

The present guide focuses exclusively on using the Agent Desktop application to perform agent supervision and campaign management tasks. Note that the same application is also used by contact center agents to provide customer service over the phone. For description of all tasks related to customer service, see ServicePattern Agent Guide.

Audience

This guide is intended for supervisors and managers of the ServicePattern-based call center who will use the ServicePattern applications to perform daily agent supervision and campaign management tasks. Readers of this guide are expected to be familiar with basic operations with Windows and Internet applications.

Starting Agent Desktop

Open your browser application. In the address field, type the web site address (URL) provided by your system administrator. A login dialog box will appear.

Login screen

In the Username and Password fields of the dialog box, enter the user name and password provided to you by your system administrator. (Do not change other fields of the dialog box unless instructed to do so by your system administrator.) Click the Log in button.

For various information related to the login process, such as phone device selection and resetting your password, see ServicePattern Agent Guide, section Starting Your Working Session.

Successful logging into the Agent Desktop application marks the start of you working session. You will initially be assigned the Supervising state and you will not receive any service interactions while you are in this state. For making yourself available to handle service interactions, see section Working as an Agent.

Note: Some of the functions described in this guide may not be available to you. This usually means that either the corresponding capabilities are disabled in your contact center or that you do not have the permissions to use the function in question. If you believe that you need access to such functions in order to perform your contact center tasks, contact your system administrator.

User Interface Overview

The picture below shows the Agent Desktop application screen in the supervisor mode with an active voice call and real-time metrics views for agents of a selected team and services provided by that team.

Agent Desktop interface in the Supervisor mode

Please refer to ServicePattern Agent Guide for general information about the elements of the Agent Desktop application screen.

Note the following differences specific to use of Agent Desktop in the supervisor mode:

• In addition to your active interactions, the Active Communications List will display the teams that you are assigned to supervise. When you select a team, real-time metrics for the members of this team as well as the services assigned to this team will appear in the Context Information Area.
• As mentioned above, in the Supervisor Mode the Context Information Area will show real-time metrics related to your teams, services, and campaigns. For more information, see topics related to real-time metrics viewing and campaign operation. This also means that unlike agents, you cannot run your Agent Desktop application in the minimized view.
• In addition to the regular interaction-handling controls, the Contact Info Panel provides controls for active agent management. For more information, see topics related to active agent management.

Working as an Agent

As a supervisor, you will normally have all agent functions available to you. This includes handling service interactions and managing your states. For information about how to use these functions, please refer to ServicePattern Agent Guide.

If you wish to work as an agent during your working session.

1. Click the User Status Indicator/Selector icon and select Ready as soon as you are ready to handle service interactions.
2. Follow the instructions in ServicePattern Agent Guide for all further operations related to manual agent state handling.

Selecting the Ready state

Note: In the ServicePattern system, access to various functions is controlled via role assignment. In order to be able to perform agent functions, you may need an agent role assigned to you by your system administrator in addition to the supervisor role. If, after logging in, you cannot change your state to Ready, this probably means that you do not have an agent role assigned to you, and you will not be able to make or receive service calls. Contact your system administrator for the agent role to be added to your profile.

Working as a Supervisor

As a supervisor, you will be assigned the Supervising state upon logging into the Agent Desktop application. You will not receive any service calls while you are in this state. If you do not plan to handle service calls during your working session, you are advised to stay in this state as opposed to using the Not Ready state, since the latter may negatively affect your team’s statistics.

If you have to work as an agent temporarily during your working session, you can return to the Supervising state at any time except when you are in the Busy state, i.e., when you are actively communicating with a customer.

Selecting the Supervising state

To switch to the Supervising state:

1. Click the User Status Indicator/Selector.
2. Select Supervising from the drop-down menu. The teams that are assigned to you for supervision will be displayed in the Active Communications List.
3. Select the team that you wish to supervise now.

Selecting a team

The Agent Desktop is designed to support active supervision of one team at a time. However, you can switch between the teams that you supervise within one working session.

General Information About Metric Viewing

As a supervisor, you can view real-time metrics for the members of your team, for the services assigned to your team, and for individual skills within those services. These metrics will be displayed in the right pane of the Agent Desktop application when you are in the Supervising state.

Agent Desktop displays metrics for one team at a time. If you have more than one team under your supervision, you can select the desired team from the Active Communications List.

Real-time metrics are updated every few seconds.

Customization of Metric Views

Depending on your permissions, you may be able to customize real-time metric views via removing undesired metrics, adding other metrics that you may want to see, and changing the order in which metrics are arranged in the table. You may also be able to set such a customized view as a default view for all other supervisors of your contact center.

To remove a particular metric:

1. Hover over the corresponding column name, and click the drop-down menu icon that will appear.
2. Select the Hide metric option.

To add a metric:

1. Hover over the name of the column next to which you want to add this new metric, and click the drop-down menu icon that will appear.
2. Select the Add metric… option. A list of available metrics will appear with checkboxes next to their names.
3. Locate the desired metric in the list and select its checkbox.
4. Click OK.

To re-arrange the order of columns in the metrics view, use the mouse to drag the name of the columns to the desired locations.

Note that you can also restore the original metrics set with the original order of columns. To do so, open the drop-down menu next to any metric and click the Restore default view option.

Once you have completed all of the desired configuration changes, you can set the new view as the new default view for all other supervisors of your contact center. To do so, open the drop-down menu next to any metric and click the Set view as default system-wide setting. Note that this function requires a separate permission.

The list of metrics that appears when you click the Add metric… option contains brief descriptions for all real-time metrics available for the selected object (service, campaign, or agent). For the descriptions of metrics currently displayed in the metrics views, you can simply hover over the corresponding column titles. For more detailed metric descriptions, follow these links:

• Service Metrics
• Skill Metrics
• Agent Metrics
• Campaign Metrics
• List Metrics

Understanding Real-time Metrics

Real-time metrics are constantly updated in real-time (every few seconds) to reflect the current status of your contact center operations. The system provides real-time metrics of two types: cumulative and instantaneous.

• Cumulative metrics include all events matching the described condition since the moment within the previous 24 hours when the real-time statistics were reset according to your contact center configuration. Most of cumulative metric names end with a verb in the perfect form and their descriptions are given in the present perfect form. E.g., IN Queued: Number of inbound interactions that have entered the service queue.
• Instantaneous metrics only count the resources that match the described condition at the present moment. Most of instantaneous metric names end with an adjective or a verb in the progressive form and their descriptions usually have words current or currently. E.g., IN Waiting: Number of inbound interactions that are currently waiting in the service queue. (Compare this with the cumulative IN Queued metric.)

Names of many metrics have prefixes IN, OUT or CB.

• Metrics whose names start with IN are related to inbound interactions.
• Metrics whose names start with OUT are related to outbound interactions. Unless explicitly stated otherwise in a metric description, these metrics count both regular outbound interactions made by agents (e.g., consult calls made with respect to inbound services) and campaign calls that may be dialed by the system and distributed to the agents when answered.
• Metrics whose names start with CB are related to inbound calls that selected the Virtual Queue option (i.e., callback requests).

For more detailed metric descriptions, follow these links:

• Service Metrics
• Skill Metrics
• Agent Metrics
• Campaign Metrics
• List Metrics

Service Metrics View

The service metrics are displayed in the Services and Campaigns view located in the upper section of the Context Information Area. This view shows metrics for all services assigned to the selected team. The name of the team appears in the view title.

You can have services sorted automatically by the value of any currently displayed metric. The current sorting parameter will have the sorting icon displayed next to the metric name. By default services are sorted alphabetically.

Service Metrics view

If you wish to hide some services (for example, hide overflow services assigned to your team in order to focus on your core services):

1. Mouse over the corresponding service name, and click the drop-down menu icon that will appear.
2. Select the Hide service option.

To add hidden services:

1. Mouse over the name of the service below which you wish the hidden service to appear, and click the drop-down menu icon that will appear.
2. Select the Add service… option. A list of services metrics will appear with checkboxes next to their names.
3. Locate the desired service in the list and select its checkbox.
4. Click OK.

The last row of the service metrics view displays the cumulative values for all currently displayed services. In the Name column, the last row shows the total number of currently displayed services.

For detailed descriptions of the available service metrics, see section List of Service Metrics.

List of Service Metrics

The table below provides detailed description of the real-time metrics that apply to services and campaigns and can be displayed via the Service Metrics View. Metrics are arranged in the alphabetical order.

Note the following general considerations regarding the service metrics:

• Unless noted otherwise, the terms interactions, calls, and emails in the metric descriptions shall be interpreted as interactions, calls, and emails associated with the given service or campaign.
• The term agents in the metric definitions shall be interpreted as agents qualified to provide this service (i.e., those who have the corresponding service skill with any level higher than zero). Note that since one service may be associated with more than one team, the agent-related service. metrics (Logged In, Ready, Occupancy, etc.) may include agents that you are not assigned to supervise
• Real-time metrics are updated as soon as the corresponding events take place. For example, IN Received will be updated when the call is received and the requested service is identified. Therefore, while there are calls in progress, the sum of reported call exits should not be expected to add up to the value reported by the IN Received metric.

Skill Metrics View

For each service that is displayed in the service metrics view, you can view a subset of metrics related to each individual skill within that service.

To view skill metrics for a particular service, click anywhere within the row of metrics dedicated to the desired service, except on the service name. (The latter is reserved for hiding unwanted services as explained in the previous section.)

A new window will open showing metrics for each individual skill related to the selected service.

Skill Metrics view

You can move the skill metrics window to any other location on your Agent Desktop screen. To close the skill metrics window, click anywhere outside of this window.

For detailed description of skill metrics, see section List of Skill Metrics.

Note that skill metrics view is not available for email services.

List of Skill Metrics

The table below provides detailed description of the real-time metrics that apply to individual skills associated with a selected service and can be displayed via the Skill Metrics View. Metrics are arranged in the alphabetical order.

Note the following general considerations regarding the skill metrics:

• Unless noted otherwise, the terms interactions in the metric descriptions shall be interpreted as interactions that requested (1) the service for which the skill metric view is displayed AND (2) the given skill within this service.
• The term agents in the metric definitions shall be interpreted as agents who have (1) the service skill for which the skill metric view is displayed AND (2) the given skill. Note that since one service may be associated with more than one team, the agent-related skill metrics (Logged In and Ready) may include agents that you are not assigned to supervise

Agent Metrics View

The agent metrics are displayed in the lower section of right pane of the Agent Desktop with the agents listed in the alphabetical order. By default, this view will show only the agents who are currently logged in. If you wish to see current day’s metrics for the agents who are logged out, select the logged-out users checkbox.

You can have agents sorted automatically by the value of any currently displayed metric. The current sorting parameter will have the sorting icon displayed next to the metric name. By default agents are sorted alphabetically.

Agent Metrics view

The current agent state is displayed as an icon next to the agent name. To view the current agent states in the text form, select Agent State from the list of the available agent metrics. For the Not Ready state, the Agent State column will also display the current Not Ready reason if such a reason is configured in your system. For detailed description of agent states, see ServicePattern Agent Guide, section Understanding and Handling Your States.

Note: If your team includes members who are not agents or supervisors, their current status will be displayed using a different set of icons, which simply indicate users’ availability to communicate. For detailed description of such non-agent statuses, see ServicePattern Agent Guide, section How to Use the Directory.

If an agent is handling an interaction, the interaction type is displayed as an icon next to the agent’s Busy or After Call Work state.

The interaction state icon has the following meanings:

Icon	Description
	Outbound interaction in progress (dialing, talk or hold).
	Inbound interaction in progress (ringing, talk or hold).
	The customer has disconnected from interaction and the agent is performing after-call work related to this interaction.
	The call is on hold.

Note that an agent may have more than one active interaction on his desktop. If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently in focus at the agents’ desktop (i.e., selected in his Active Communications List). The number of agent’s current active interactions is reported via metric Active. If this metric shows more than one interaction for a particular agent, clicking on the value of this metric will “unfold” the agent’s row into a list showing information about all interactions that are being handled by the given agent.

Agent Metrics View showing multiple current interactions for one agent

For detailed descriptions of the available agent metrics, see section List of Agent Metrics.

List of Agent Metrics

The table below provides detailed description of the real-time metrics that apply to agents and can be displayed via the Agent Metrics View. Metrics are arranged in the alphabetical order.

Real-Time Metric Alerts

You can set thresholds for some of the service, campaign, and agent metrics and be visually alerted whenever the current values of the corresponding metrics reach those thresholds.

Visual alerts are provided in two forms: a pop-up window and a color change in the metrics view. You can configure a different alert color for each metric and choose whether the text or the background of the corresponding cell will be highlighted with this color.

Alert configuration option

To set a threshold value:

1. Click the Settings in the upper right corner of the Agent Desktop.
2. Select Alert Configuration from the drop-down menu.
3. Click the name of the statistic for which you would like to set or change the threshold.
4. Enter the desired threshold value.
5. Select the color of the text or the background (or both) as it shall appear when the actual metric value reaches the specified threshold.
6. Click Apply.

Alert configuration

Whenever a configured threshold is reached for a specific metric:

• A pop-up window will be displayed with the metric name and its actual current value.
• The actual real-time value of this metric will be highlighted with a selected color in the metrics view. When the actual value drops below the threshold, the alert will be cleared, i.e., the metric value will again be displayed with the regular color.

Depending on your privileges, you may be able to make the thresholds that you define available system-wide, i.e., to all other supervisors in your contact center. Note that they may still be able to customize these thresholds for their own desktops. To apply your thresholds system-wide, click the Set as System Default button.

For example, supervisor Allen Hartzell decides to monitor how long agents on his team are in the Not Ready state. From the Agent Desktop, in Supervising mode, he navigates to his Alert Configuration settings to change the threshold value for the Not Ready state.

The supervisor changes the threshold value for the Not Ready state by checking the Custom and Notification boxes and changing the threshold to > 5:00. With this threshold, Allen will be notified when any agent on his team is in the Not Ready state for more than 5 minutes.

When agent Christy Borden was not ready for at least 5 minutes, the following pop-up message appeared on Allen's Agent Desktop screen.

Changing Agent State

As a supervisor, you can change the current state of any agent of your team. For example, if the Service Level drops below the specified threshold, you can force some agents to become Ready while they are in the After Call Work state in order to speed up distribution of calls waiting in the service queue. You can also force an agent to log out.

To change an agent state:

1. Click the Agent State icon in the Agent Metrics View.
2. Select the desired agent state from the drop-down menu. Note that forced state changes may or may not be available depending on the current agent activity. For example, no forced state changes will be permitted for agents actively handling service interactions.

Changing agent state

Individual Chat

At any time during your working session, you can send a chat message to any member of your team as well as to a member of another team.

To send a chat message:

1. Select a contact from the Directory. If the system supports chat communication with the selected contact, the Chat Dialog Window and the Chat Input Window will appear in the Contact Info Panel.
2. In the Chat Input Window, type the message you wish to send to the selected contact and press the Enter key. You can mark the message as urgent by clicking the icon below the Chat Input Window.

Individual chat

The message and the time of its entry will appear in the Chat Dialog Window. Urgent messages will have the (!) sign in front of them and their time stamps will be highlighted in the red color. The Active Communications List will display the chat session with the contact name and the chat session icon.

When the contacted party replies, his or her messages will appear in the Chat Dialog Window.

To close the chat session, click the icon that appears when you move the mouse pointer over this session in the Active Communications List.

To see the content of a recent internal chat, select the chat session with the contact name from the Recent tab.

Team Chat

At any time during your working session, you can broadcast a chat message simultaneously to all agents who are members of your team. Each agent will receive such a message as a regular internal chat message and will be able to reply to it individually.

To broadcast a chat message:

1. From the Active Communications List, select the team you wish to broadcast this message to. The name of the selected team, the Chat Dialog Window and the Chat Input Window will appear in the Contact Info Panel.
2. Follow the instructions of the Individual Chat section to type and send the chat message and carry on chats with individual agents who may reply.

Team chat

To see the content of a recent team chat, select the chat session with the team name from the Recent tab.

Call Recording

As a supervisor, you can record conversations of any members of your team with customers and with each other. Call recording can be activated at any moment. Call recordings are stored in the system and can be reviewed at a later time. See section Quality Management for more information.

To record a call, select an agent from the Agent Metrics View in the right pane. The agent must be handling a service call and be in the Busy state.

The Contact Info Panel will display various active management controls, including the call recording button . Note that depending on your system configuration and call center practices, some or all calls may be recorded automatically as soon as they are established. Note also that agents may also have privileges to start call recordings. If the call is already being recorded, the call recording button will display the stop recording function .

Call recording button

To begin recording, click the Start Recording button. The button will change its function to Stop recording .

To stop recording at any time, click the Stop recording button. Otherwise, the call recording will stop automatically when the call is released.

Call Monitoring, Coaching and Barge-in

As a supervisor, you can connect to a service call handled by any member of your team. You can do this in order, for example, to monitor the quality of service or to help an agent with a difficult call. Note that the agent may send you a chat message (see above) or flag a call that he needs immediate help with. When the call is flagged you will see the flag icon next to agent’s state in the Agent Metrics View.

Flagged call in Agent Metrics View

Depending on the purpose, you can select one of the following three connection modes:

• Monitor - In this mode, you can hear the conversation between the agent and the customer, but neither of them can hear you. Note that the agent will not have any indication that his call is being monitored. However, if you wish to make a suggestion for the agent, you can do this using the chat.
• Coach - In this mode, you can hear the conversation between the agent and the customer, and you can talk to the agent. The agent will hear you, but the customer will not.
• Barge-in - In this mode, both the customer and the agent will hear you and will be able to talk to you.

You can connect to a service call using any of the above modes, and you can switch from one mode to another at any time and any number of times during the same call. For example, if an agent sends you a chat message requesting help with a difficult call, you can first listen to the call in the Monitor mode and then, depending on your assessment of the situation, either switch to the Coach mode to provide instructions to the agent or activate the Barge-in mode to actively participate in the conversation with the customer.

To activate one of the supervision modes, select an agent from the Agent Metrics View in the right pane. The agent must be handling a service call and be in the Busy state.

The Contact Info Panel will display the monitoring functions.

• If the Monitor/Coach/Barge-in button displays the desired supervision mode, click the button.
• If you wish to be connected in a different supervision mode, click the arrow section of the Monitor/Coach/Barge-in button and select the desired supervision mode from the drop-down menu.

Call Monitoring and Pull Screen controls

At any time during call supervision, you can view the content of the Context Information Area of the monitored agent’s desktop. If this area is used to show any customer data related to the call, this may help you understand the context of the agent-customer interaction. To get the content of the Context Information Area of the agent’s desktop, click the Pull screen button . Note that the screen you will see is the screen that the agent received via screen-pop (i.e., if the agent has changed screens after the initial screen-pop, you will not see those changes). To monitor agent screen in real time, use the screen monitoring function.

When you are connected to a call in a particular supervision mode, the Monitor/Coach/Barge-in button will display the “next” supervisor mode, i.e., if the current mode is Monitor, the button will display Coach, and so on. To switch to this “next” mode, click the button itself. To switch to a different supervision mode (e.g., from Monitor directly to Barge-in), click the arrow section of and select the desired supervision mode from the drop-down menu.

To stop the supervision activity for this call, click the End Call button.

Note that the system will automatically start call recording as soon as you connect to this call in any supervisor mode.

Note also that the system supports simultaneous monitoring of one agent by more than one supervisor.

Continuous Agent Monitoring

As a supervisor, you can continuously monitor calls of a selected member of your team. When you activate this function, monitoring of all subsequent calls made or received by this team member will start automatically.

To set continuous monitoring for a particular agent:

1. Select the desired agent from the Agent Metrics View in the right pane. The Contact Info Panel will display the monitoring functions.
2. Select the keep monitoring this agent checkbox.

Continuous agent monitoring

Note that you can only continuously monitor one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.

To stop monitoring the agent, deselect the checkbox.

Grading Calls in Progress

You can grade various aspects of your agents’ performance while monitoring their calls. The assigned grades will be stored as part of the historical call detailed record and viewable by other managers of your contact center with corresponding privileges.

To grade a call that you monitor:

1. Click the Grade button next in the Contact Info Panel.
2. Select grades for the desired categories.
3. If necessary, type a free-form comments about the call in the Notes field.
4. Click Ok.

Grading categories and notes

Note: The call grading categories are customizable and may differ from the ones in the above picture. If in doubt about the purpose of a specific category, contact your administrator.

Agent Screen Monitoring

Depending on your system configuration, you may also be able to view screens of selected members of your team and monitor their desktop actions in real time. You can activate this function for a logged-on agent at any time even when he is not handling any interactions. Thus, this function can be complimentary to the call monitoring or used on its own. The agents will not receive any indication that their screen is being monitored.

To begin screen monitoring:

1. Select the desired agent from the Agent Metrics View in the right pane. The Contact Info Panel will display the monitoring functions.
2. Click the See Screen button . A new window will open showing you the desktop of the selected agent.

Note that you can only continuously monitor a screen of one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.

To stop monitoring the agent’s screen, close the window.

Managing Calendar Events

The Agent Desktop application is equipped with a calendar where agents can schedule various tasks and events related to their work, such as follow-up calls with customers. For general information about the calendar, see ServicePattern Agent Guide, section Using the Calendar.

In addition to using your own calendar for your personal scheduled events, as a supervisor, you can also view calendars of members of your team and re-assign their scheduled tasks to other agents.

To view an agent’s calendar:

1. Select the desired agent from the directory or from the Agent Metrics View in the right pane. The Contact Info Panel will display the agent management functions.
2. Click the Show Agent’s Calendar button . Agent’s calendar will be displayed in the Context Information Area.

To re-assign a single agent’s task to another agent:

1. Select the desired task in the calendar grid. The panel on the right display the task information and related controls.
2. Click the Assign… button. A dialog window will appear showing the list of agents that this task can be assigned to.
3. Select the desired agent and click Ok.

Sometimes it may be more convenient to reassign all agent’s tasks within a time range in a single step. To re-assign all agent’s tasks to another agent:

1. Click the Reassign by range… button. A dialog window will appear showing the list of agents that this task can be assigned to and time range controls.
2. Specify the desired time range.
3. Select the desired agent.
4. Click Ok.

Calendar event reassignment controls

Quality Management

The system automatically stores transcripts of all chat sessions between your agents and customers, as well as content of all customer emails and agent responses. Depending on your contact center practices and types of service, any calls passing through the system can also be recorded automatically for compliance and quality assurance purposes. Depending on your service configuration, the system can also capture and store videos of agents’ screens for entire duration of their working sessions.

A different application, called Contact Center Administrator is used to search for, review, and grade transcripts and recordings. If you need access to this application for quality assurance or similar purposes, contact your system administrator.

For detailed information about quality management functions that may be available to you via the Contact Center Administrator application, see ServicePattern Reporting Reference Guide, section Quality Management.

General Information About Campaign Operation

As a campaign operator, you can use the Agent Desktop application to view real-time metrics for the campaigns that are assigned to you. You can also:

• start and stop selected campaigns
• view metrics for lists associated with selected campaigns
• enable and disable lists associated with selected campaigns
• view metrics for agent teams participating in a selected campaign

The above metrics and controls are displayed in the right pane of your Agent Desktop when you select the Campaigns option from the Active Communications List.

Note that in order to monitor and control a particular campaign, you must have the default Campaign Operator role or a custom role with privilege Control campaign operations, and be assigned as an operator for this campaign.

For general information about viewing real-time metrics, customizing metrics views, restoring the default views, and obtaining metric descriptions, see the following topics of section Viewing Real-Time Metrics:

• General Information About Metric Viewing
• Understanding Real-time Metrics
• Customization of Metrics Views

General Campaign Metrics View

The general campaign metrics are displayed in a table view in the upper section of the right pane of your Agent Desktop. This general campaign metric view will list all active campaigns assigned to you in the alphabetical order.

General campaign metrics view

The current status of each campaign is indicated in column Running.

The mode in which the campaign is configured to run is indicated in column Mode. A campaign can run in one of the following modes:

• Preview - The calling records are submitted to the agents participating in the campaign. The agents are given a chance to review record information before dialing the destination numbers.
• Predictive - The system automatically dials numbers from list records according to currently optimal dialing rates, monitors call progress, and connects successful (answered) call attempts to available agents. The dialing rate is optimized to maintain the desired agent occupancy based on the statistical analysis of outcomes of most recent dialing attempts.
• Progressive - The system automatically dials numbers from list records according to a fixed (pre-configured) dialing rate, monitors call progress, and connects successful (answered) call attempts to available agents. Note that progressive mode is also used for a short period of time at the beginning of campaigns of Predictive type (see above) until the system has enough real-time statistical input to enable the predictive algorithm.
• Automatic (IVR) - The system automatically dials numbers from list records, monitors call progress, and connects successful (answered) call attempts to a pre-recorded IVR message. Agents are not involved in campaigns of this type.

For general information about real-time metrics, see section Understanding Real-time Metrics.

For view customization, see section Customization of Metric Views.

For detailed descriptions of the available campaign metrics, see List of Campaign Metrics.

Individual Campaign Metrics View

In addition to the general campaign view described in the previous section, you can define a custom metrics view for each campaign individually. To define a custom view for a particular campaign, first select this campaign in the general metrics view.

The name of the selected campaign will appear under the general campaign view with a pre-defined set of metrics.

Individual campaign metrics view

To make any changes is the current set of metrics, click the black triangle that appears next to a metric name when you mouse over it. A menu of customization options will appear.

Customization options

• To hide the metric for which the menu was invoked, select Hide metric.
• To hide all metrics currently present in the individual campaign view, select Hide all metrics.
• To add any metric from the set of the available campaign metrics, select Add metrics and select the desired metrics from the menu that appears. (You can use the green “+” sign for the same purpose.) The metrics in this menu are the same as in the General Campaign Metrics View; for their descriptions, see section List of Campaign Metrics
• To add a metric for the number of call attempts with a specific disposition since the beginning of the reporting interval, select Add disposition count and select the desired disposition from the menu that appears. You can use the green “+” sign for the same purpose.
• To add a metric for the percent of call attempts with a specific disposition relative to the total number of call attempts made since the beginning of the reporting interval, select Add disposition % and select the desired disposition from the menu that appears. You can use the green “+” sign for the same purpose.

List of Campaign Metrics

The table below provides detailed description of the real-time metrics that apply to campaigns and can be displayed via the General and Individual Campaign Metrics views. Metrics are arranged in the alphabetical order.

Many metrics available for display in this view can also be displayed via the Service Metrics View. If you cannot find the description of the desired metric in the table below, see section List of Service Metrics.

Note the following considerations regarding the general campaign metrics:

• The term calls in the metric definition shall be interpreted as outbound calls associated with the given campaign.
• The term agents in the metric definitions shall be interpreted as agents qualified to participate in the given campaign (i.e., those who have the corresponding skill with any level higher than zero). Note that since a campaign may be associated with more than one team, the agent-related service metrics (Logged In, Ready, Occupancy, etc.) may include agents that you are not assigned to supervise.
• The term records shall be interpreted as records of all lists associated with the given campaign and enabled within this campaign. Note that if any filters were applied to those lists when they were associated with the given campaign, the filtered-out records will be excluded from any of the record-related metrics below.

Quota Metrics View

If you are running a quota campaign you can view real-time metrics specific to the configured quotas.

If quotas are configured for a campaign selected in the general campaign metrics view, the individual campaign view will have the clickable word Quota displayed next to the campaign name. Click the link to open the quota metrics view.

Link to the quota metrics view

The quota metrics view will provide a separate set of metrics for each quota group configured for this campaign. For detailed descriptions of these metrics, see section List of Quota Metrics.

The bottom row of the quota metrics view displays the cumulative values for all quota groups.

Quota metrics view

Unlike the other real-time metric views, the quota metrics view needs to be updated manually to get the current values of all metrics. To update the view with current metric values, click the Refresh button.

List of Quota Metrics

The table below provides detailed description of the real-time metrics that apply to quota groups configured within a campaign and displayed via the Quota Metrics View. Metrics are arranged in the alphabetical order.

Note the following considerations regarding the quota metrics:

• The term records in the metric definitions shall be interpreted as records of of the list associated with the given campaign and currently enabled within this campaign. Note that a quota based campaign can only have one list enabled within it at a time.
• Metrics have different meanings depending on the quota type: field-based, disposition-based, or list-wide. For the differences between these quota types, see description of the Quota metric. For more information about campaign quotas, see section Lists Tab of the ServicePattern Contact Center Administration Guide.

Campaign Start and Stop

Campaigns can be started and stopped either automatically based on a pre-defined schedule or manually. For information about automatic campaign start/stop, see description of the outbound campaign settings in the ServicePattern Contact Center Administrator Guide.

The current statuses of your campaigns are displayed in column Running of the general campaign metrics view. For a campaign selected in this view, the status is also indicated by the name of the toggle button below the metrics table. The button will be named Start for an idle campaign, or Stop for a running one.

• To start a campaign manually, select this campaign in the general metrics view, make sure it is currently idle, and click the Start button. The selected campaign will start immediately provided that there are agents available to handle calls of this campaign. Note that the actual call attempts to phones of specific types are made according to the schedules specified in the campaign calling hours.

• To stop a running campaign manually, select this campaign in the general metrics view, make sure it is currently running, and click the Stop button. The system will stop making new call attempts for any records of this campaign immediately. All call attempts that may have been in progress will be finished normally.

Note that use of the manual campaign start/stop controls does not cancel automatic start/stop configuration. For example, consider a campaign configured to automatically start at 2 pm and stop at 6 pm. If this campaign was started manually at 1:30 pm, it will still be stopped automatically at 6 pm unless it is stopped manually before.

Lists View

Real-time metrics for specific lists within a selected campaign are displayed in the lower left section of the right pane of you Agent Desktop, in the table called Lists. To view these metrics, first select the desired campaign in the General Campaign Metrics View. The Lists table will show all lists associated with the selected campaign in the alphabetical order.

Campaign Lists View

Like the General Campaign Metrics view, the Lists view also has a section where you can define a set of custom metrics for each list-campaign association individually. To define a custom view for a particular list, first select this list in the general list metrics view.

Metrics available in the Lists View are a subset of the campaign metrics focused on records (as opposed to call attempts), except that they only apply to records of an individual list within the selected campaign. For description of these metrics, see section List of List Metrics.

The following data is specific to the campaign list view:

• Parameter Enabled is an indication whether the given list is currently enabled or disabled within the selected campaign. For more information, see section Enabling and Disabling Lists within a Campaign.
• Parameter Order means the order in which this list will be used within the given campaign relative to the other lists assigned to the same campaign. This is a static property defined in the campaign configuration. Records from lists with the same order will be dialed in a round-robin fashion.
• For lists with the same Order (see above), parameter Ratio defines the ratio at which records from these lists will be attempted. For example, if you have two lists with order 1, the first list has ratio set to 2 and the second list has ratio set to 3, two records from the first list will be attempted, then three records from the second list, then again two records from the first list, and so on. This is a static property defined in the campaign configuration.
• The bar chart shows campaign list progress and efficiency expressed as attempts per completion. The horizontal axis shows passes through the campaign list records. A pass is a part of the campaign during which all campaign list records are attempted once. For each pass, the vertical axis shows the percent of records that were completed by agents, auto-completed (due to a DNC match or reaching maximum attempts), rescheduled, and remaining (not attempted on the given pass).

List of List Metrics

The table below provides detailed description of the real-time metrics that apply to individual calling lists within campaigns and can be displayed via the Lists View. Metrics are arranged in the alphabetical order.

The term records in the descriptions below shall be interpreted as records of the given list within the given campaign. Note that if any filters were applied to this list when it was associated with the given campaign, the filtered-out records are excluded from any of the metrics below.

Enabling and Disabling Lists within a Campaign

By default, all lists associated with a campaign are considered disabled, i.e., they have to be activated within the given campaign before any records from those lists will be dialed.

The current statuses of lists are displayed in column Enabled of the general campaign metrics view. For a list selected in this view, the status is also indicated by the name of the toggle button below the metrics table. The button will be named Enable for an inactive list, or Disable for an active one.

• To enable an inactive list, select this list in the list metrics view, and click the Enable button. The order in which the system will start dialing records from this list relative to other active lists will be defined by the Order and Ratio settings.

• To disable an active list, select this list in the list metrics view, and click the Disable button. The system will stop making new call attempts for any records of this list immediately. All call attempts that may have been in progress will be finished normally.

Note that lists can also be enabled and disabled via the list-campaign association page of the Contact Center Administrator application.

Campaign Teams View

Real-time metrics for specific agent teams assigned to a selected campaign are displayed in the lower right section of the right pane of your Agent Desktop, in the table called Teams. To view these metrics, first select the desired campaign in the general metrics view. The Teams table will show all agent teams assigned to the selected campaign in the alphabetical order.

Campaign teams view

Like the General Campaign Metrics view, the Campaign Team view also has a section where you can define a custom metrics view for each list-campaign association individually. To define a custom view for a particular list, first select this list in the general metrics view.

Metrics available in the Campaign Team View are a subset of the service metrics focused on agent participation. For description of these metrics, see section List of Service Metrics.

Note the following considerations regarding the campaign team metrics:

• The term agents in the metric definitions shall be interpreted as agents of this team qualified to participate in the selected campaign (i.e., those who have the corresponding campaign skill with any level higher than zero). Note that not all agents assigned to the team may have such a skill.
• The term outbound calls in the metric definitions shall be interpreted as any outbound calls handled by the agents of this team qualified to participate in this campaign (see above). Note that if the agents participate in a number of campaigns or make manual outbound call related to inbound services, all such calls will be counted as outbound calls in these metrics.

Adding and Removing Campaign Teams

Initially teams are assigned to a campaign during the campaign configuration process. For more information, see ServicePattern Contact Center Administrator Guide, section Assignments Tab.

As a campaign operator, you can assign additional teams to active campaigns and remove previously assigned teams.

• To assign a new team to a selected campaign, click the green “+” button at the bottom of the campaign teams view. Select the desired team from the list that appears. The team will appear in the campaign teams view. All agents of the team will have the campaign skill assigned to them automatically with the highest level. You can change this skill assignment manually. For more information, see section Skill Levels of the ServicePattern Contact Center Administrator Guide.

• To remove a previously assigned team, select this team in the campaign teams view and click the red “x” button. The selected team will be removed from the campaign and will no longer appear in the campaign teams view.

Note: When teams are assigned to multiple enabled campaigns, the cumulative load of such campaigns must be distributed evenly among those teams. For more information and examples of valid and invalid team assignments, see see ServicePattern Contact Center Administrator Guide, section Assignments Tab.

General Information About Email Queue Management

In addition to calls and chats, the agents of your team may be assigned to process customer requests made via email. In this case, as the supervisor, you will be able to manually assign emails to your agents from the team queue and your personal queue. You will also be able to view and manage personal email queues of all your agents.

For general email handling functions available to agents of your team, see the topics of the Handling Email section of the ServicePattern Agent Guide.

Assigning Email to an Agent

Depending on your contact center practices, customer emails can either be delivered directly to agents (push method) or appear in the team queue from which agents will normally be expected to retrieve them manually (pull method). When emails appear in the team queue, as a supervisor you can also assign them manually to the members of your team. You can also re-assign emails to other members of your team from your personal email queue.

If your team is assigned to handle emails, you will see entry Email in your Active Communications List. The entry will show how many emails you currently have in your personal queue (me) and in the team queue (team).

Email queue entry in ACL

To manage your own personal queue and/or your team queue, select the Email entry. Your personal and team queues will be displayed in the Contact Info Panel area. You may have to drag the sizing panels up or down to view both queues at the same time.

For each queued email, customer’s name and the subject line will be shown. A bar indicator next to each email will indicate how close the current wait time is to breaching the SLA. (The SLA is your contact center standard time for replying to customers’ emails). The unshaded portion of the indicator represents the time remaining to the SLA breach. This time also defines the default order in which emails appear in the queue.

If your team is assigned to handling emails for multiple services, you can adjust your team queue to display emails for any one of those services or for all assigned services at once. The name of the currently selected service will be displayed under the queue title. To view another service, click on the currently selected service name and select the desired service from the drop-down menu. To view queued emails for all assigned services, click All. You can sort emails in the team queue by SLA, arrival date, and subject, and choose either ascending or descending order of email appearance in each case.

Team queue with SLA indicators, service filter, and sorting controls

To review content of an email, click it once. The email will appear in the reading pane. For more information about reviewing email content, including case history, attachments, and supplemental web pages and forms, see section How to Review an Incoming Email of the ServciePattern Agent Guide.

To assign the selected email to a member of your team, click the Assign… button in the reading pane.

Assign button

In the dialog window that appears, open your team folder, and select the desired agent. Alternatively, you can enter agent’s name in the search field. Click OK to confirm the assignment.

Email assignment

The email will be moved to the agent’s personal queue. Note that the position of this email in the agent’s queue will be determined by the remaining time to SLA breach (see above) relative to the other emails that the agent may have in his queue. If you wish to get agent’s immediate attention to the assigned email, consider sending him an internal chat message. For more information, see section Individual Chat.

If you wish to process the selected email yourself, click the Grab button in the reading pane. The email will be moved to your personal queue.

Managing Personal Email Queues

As a supervisor, you can view and manage personal email queues of all agents of your team. You can view the emails in the agent’s queue, assign those emails to other agents, and/or transfer them to other services.

To manage an agent’s personal queue, first you need to select the agent from the Agent Metrics View. Note that some metrics in this view can be helpful in deciding whether any of your agents need help with cleaning up their personal queues. In particular, the IN Desktop metric shows you how many emails agents currently have in their personal queues, while the IN Breached SLA metric shows you how many of those emails have exceeded the pre-defined service level threshold. For description of all available metrics, see section List of Agent Metrics.

When you select an agent, the Contact Info Panel will show various controls for active management of this agent. To manage agent’s personal queue, click the Show agent personal queue button .

Show agent personal queue button

The personal queue of the selected agent will be displayed in the Contact Info Panel area. You can re-assign any of those emails to other agents, send them back to team queue, or assign them to a different service. You can move multiple emails to the same location in one step.

Viewing agent’s personal queue

If necessary, you can review content of any email in agent’s personal queue by clicking it once. The content will be displayed in the reading pane. For more information about reviewing email content, including case history, attachments, and supplemental web pages and forms, see section How to Review an Incoming Email of the ServciePattern Agent Guide.

Note that if the agent has previously worked on the email reply and saved it as a draft, you can also review the draft reply; it will be displayed in the editor pane.

Use the checkboxes to select the emails that you wish to move to another location. Then click the Assign… button.

Email assignment dialog with Team Queue entry

In the dialog window that appears:

• To assign the selected emails to another agent, open your team folder, and select the desired agent.
• To move the selected emails back to the team queue, select the Team Queue entry (the only entry marked with the envelope icon ).
• To transfer the selected emails to a different service, open the email service folder and select the desired new service. Note that there may be more than one email service folder and their names are specific to your contact center. If necessary, contact your service administrator for more information.

Remember that you can use the search field to look for the desired destination.

Click OK to confirm the assignment.