Setting up UCx for Call Center Supervisors
1. Overview
Call Center supervisors are typically responsible for delivering high levels of customer service by ensuring the most effective and efficient use of call center agents and resources. They need to monitor, analyze and plan improvements to the call center operations. The UCx system provides several such capabilities for Call Center supervisors.
2. Queue Information
Detailed queue information can be obtained using UCx Contact Center Reporting Add-On. It is a monitoring and reporting system for the UCx Contact Center, for more details refer to UCx Call Center Reporting Guide. The Queue Report (QR) License needs to be installed on the UCx system.
The UCx Contact Center Reporting gives reporting capability on:
- Answered calls
- Unanswered or Abandoned calls
- Agent Logins/Logouts and Pauses
- Call Distribution per different criteria: queue, time and date ranges
- Realtime view of queues and waiting calls
Reports can be generated in real time with the contact center is operational with virtually no delays. Data to can be exported to comma separated files .csv or PDF documents.
2.1. Access
There are 2 ways to access the UCx Contact Center Reporting (CCR) system:
- Embedded mode allows access within the standard UCx Web-based Configuration Utility
- The standalone method allows access to the UCx Contact Center Reporting system without first logging into the UCx Web-based Configuration Utility, by using the IP address of the UCx system followed by /qstats
The UCx Contact Center Reporting Add-On gives the ability to create users with restricted permissions, grant access to specific queues or agents for contact center supervisors or users. A default installation will create two users with different privileges:
|
Username |
Password |
Notes |
|---|---|---|
|
user |
emetr0tel |
Basic access with no access to user administration, system preferences or configurations. |
|
admin |
emetr0tel |
Administrator level. Can perform all operations, including user administration. |
2.2. Realtime Monitoring
Supervisors can monitor agents and queues in real time from the Realtime page. The following example uses the standalone access method to view the Realtime page:
- Type the IP address of UCX system followed by /qstats (e.g. http://<ucxipaddress>/qstats).
-
Go to the Home tab, select the desired Queues, Agents, Date and Time frame.
-
If you want a name for the queue to be displayed instead of the queue number, go to the Setup tab, define the dict_queue keyword for each queue, where parameter is the queue number and value is the name of the queue.
-
Go to the Realtime tab, you can keep this page active in your browser and the data will update in real time. Each queue will have one table showing all agents in that queue.
-
If you select the Group Queues checkbox, all queues will be displayed in one table. Agents that belong to more than one queue will have the word "Multiple" in the queue column.
|
Column
|
Description
|
|---|---|
| Queue Name |
Name of queue of the queue number that the agent is assigned to. Agents who have multiple queue assignments will display the word Multiple(x) where x is the number of queues. When on an active call, the queue name will also display in the Queue Name column. Multiple queue status will appear after an agent has answered a call from more than one queue. |
| Agent | Agent by name. The field color will reflect the current status of the agent. |
| Status | Status description will change depending on status value. |
| Duration | Duration of the current call |
| CLID | Caller ID |
| Answered by Day | Total calls answered for the current day. |
| Answered by Hour | Total calls answered since the top of the hour. |
| From Queue | What queue the call originated from (if applicable) |
| Last in call | Time since the last call taken by this agent. |
3. CDR Reports
The UCx system provides Call Detail Reports for phone calls. The CDR Report page displays the Call Detail Record report. All records are available to members of the Administrator and Supervisor groups but other users only see calls associated with their extension. The page gives the ability to filter the output to display only those records of interest and allows for the deletion of records. Reports can be downloaded in CSV, spreadsheet or PDF formats.
4. Call Recordings
Call Recordings on the UCx can be reviewed, sorted and listened to on the Call Recordings page. Members of the Administrator and Supervisor groups can see all call recordings, while other users can see only call recordings of their extension.
The display of Call Recordings can be filtered based on certain criteria. Filter options are:
| Filter | Description |
| Start Date | The start date of the recordings to be displayed. |
| End Date | The end date of the recordings to be displayed. |
| Search | Additional fields for filtering: Source, Destination, Type (Incoming, Outgoing, Queue, Group) |
From the listed report of Call Recordings the user can listen to or download individual recordings. The user can download the displayed report in CSV, spreadsheet or PDF formats.
5. Call Monitoring
In a call center environment supervisors may need to listen in on agents and monitor calls. The supervisor might need to speak to the agent who is on a call but does not want the customer to be aware of it. The UCx system provides the following capabilities:
|
Feature
|
Description
|
|---|---|
| ChanSpy | Monitor or Spy on random extensions, one at a time |
| ChanSpy Direct | Monitor or Spy on a specific extension |
| ChanSpy Direct Password | Password required to spy or whisper on a specific extension |
| ChanWhisper Direct | Whisper on a specific extension |
The usage of these features are described in the Call Monitoring page.
These features are invoked by the use of System Wide Feature Codes and may be enabled and disabled.
6. Queue Callers
The Queue Callers feature code (default value is *47) can be used to find out how many callers are waiting in a queue. You have to dial *47*<extension number>*<queue number>, where the extension number is a member of the queue.