May 21, 2022
We are pleased to announce the great new features in our 11th Buzzeasy release of 2022.
This very significant release brings dashboards in supervisor reports to the new Buzzeasy portal.
The dashboards enable a supervisor to monitor the contact center's performance with excellent visibility of key performance indicator (KPI) data of conversations in queues and agent activity in teams.
In addition to viewing KPI data, the reports enable conversation monitoring and the mentoring of individual agents in live calls.
We've also added availability statistics to the Agent Performance Dashboard, included a Data Purger feature, and more!
Dashboards in the New Portal reports
We've introduced supervisory reports that consist of dashboards of data visualizations and KPIs for each of your queues and teams.
The dashboards show stats for the current day; they include current performance data, daily totals and averages.
Introducing Queue Reports
Each of your queues has a dashboard that reports KPIs invaluable to effective contact center management. The following KPIs are included:
| KPI | Description | Note |
|---|---|---|
| Service Level | Percentage of calls answered within your target time (specified in the portal). | Monitor your performance against your SLA. |
| Current LWT | Longest time of any customers wait in the queue for that day. | Understand customers' wait time experience. |
| Waiting | Total conversations waiting in the queue | Understand the demand on the queue, click an info icon to drill into the conversations' details. |
| Connected | Total conversations currently connected to an agent. | Understand the workload of the queue, click an info icon to see connected conversations' details. |
| Completed | Total conversations completed for the day. | Click an info icon to see completed conversations' details |
| Abandoned | Total conversations where customers disconnect before they're connected to an agent | Click an info icon to view details including duration of customer wait. |
| Wait Time today - Longest & Average | The longest and average wait time of the day. | Understand details of customers' experience in the queue. |
| Callback requested | Total callbacks requested in the queue. | Understand volumes of customers using the callback option. |
| Timed-out | Total conversation that timed out due to queue timeout setting. | Understand the volume of calls timing out. |
Many KPIs' visualizations or formatting change, to alert the supervisor when a critical value has been exceeded, or in some cases where an expected value has not achieved. The threshold value at which this happens can be set by the report user.
These KPIs all support a user-editable threshold: Service Level, Current LWT, Waiting, AWT today.
Introducing Team reports
A supervisor that views this report will see a dashboard for each team they are a member of. Each dashboard has a tab for team stats and a tab to view individual agent's activity in conversations.
Overview tab
See an overview of agent availability within the team, including a count of tasks handled or missed.
| KPI | Description | Note |
|---|---|---|
| Team Utilization | Time spent by agents in busy/break/available states. | Understand agents' utilization. |
| Break Reasons | Time spent by agents in the various break types. | Discover how different break types are used, click an info icon to display a graph. |
| Tasks by Disposition Code | Usage of your disposition codes by agents. | Understand how agents use the disposition codes, click an info icon to see a graph view of code usage. |
| Tasks by Media Type | Average handling time, Tasks Handled, Tasks Missed. | Understand the handling time and volume of missed conversations for each media type. |
Agents tab
See a list of logged-in agents and their individual tasks summary for the day.
Select an agent name to display the agent profile. Manage the agent's name, agent or supervisor role, phone number, workitem thresholds, and attributes.
Select an agent's status to place them in a break, log the agent out, or move an agent out of a break and make them available to handle a conversation.
Expand the list of items an agent is working on, showing the media type. In calls and web-chat, monitor and contribute to the conversation.
Agent Performance Dashboard changes
The Agent Performance Dashboard now displays a visual indicator when the queue's SLA is below the threshold, and when AHT, Calls Waiting, and LWT are above the threshold, specified by the supervisor.
We've added an Availability Stats tab to the Agent Performance Dashboard.
The Availability Stats tab displays two tiles:
| Tile name | Content |
|---|---|
| My availability | The duration the agent is Available, On break, or Busy. |
| My breaks | The duration the agent is in each of the break types. |
Data purge
Geomant engineers can configure a retention period for all Buzzeasy customers.
The default value is set to the 18 months found in our retention policy.
The Purge process takes place every Saturday at 00:00 UTC.
The data deleted in the data purge includes:
- Historical reporting data older than retention period.
- Chat history older than the retention period.
- Email history older than the retention period.
Other changes
We've improved the new portal's useability and functionality
- We added further scrollbars to Campaign Opening hours, Attributes, and the Teams - Members sections.
- We fixed an issue where previously, multiple identical break names could be created.
- The Email field is now read-only in bboth the Users and Agents sections.
- In the Service Hooks section, we've added a download JSON button.
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