Predictive dialing

1.Description

Predictive dialing report page. Designed to view information on the progressive dialing of subscribers (Fig. 1).

Consists of:

1. "Abandoned Rate" table (Fig.2.)
2. "Information" table  (Fig.3.)
3. Drop-down list with multiple choice "Queues" (Fig.4.)
4. "Agents" table (Fig.5.)
5. "Active calls" table (Fig.6.)
6. "Queue calls" chart (Fig.7.)
7. Block "Hangup causes by Members" (Fig.8.)
8. "Member attempts" table (Fig.9.)
9. Block "Hangup causes by attempts" (Fig.10.)

Fig.1. Displaying information in predictive dialing

1.1."Abandoned Rate" table

A dashboard "Abandoned Rate" table in Grafana designed to display the percentage of abandoned interactions over a specific period of time.

The Abandoned Rate in Grafana is a metric that measures the percentage of interactions that were abandoned by Customers before being handled by an Agent or resolved by the system.

Fig.2. Displaying information in "Abandoned Rate" table

1.2. "Information" table

This table displays information about the number of subscribers in Queues and the progress of their calls.

Consists of:

• Queue - the name of the call Queue.
• In work - the number of subscribers in work.
• Waiting - the number of waiting subscribers.
• Missed - the number of missed calls for the entire time.
• Total - the total number of subscribers added to the call Queue for the entire time.
• Progress is a scale that displays the percentage of processed subscribers to the total number of subscribers in this Queue. From 0% to 60% colors in red, from 60% to 80% in orange, from 80% to 100% in green.
• Answered in hour  - the total number of calls answered by an Agent within one hour.
• Connection in hour - the total number of calls connected to an Agent within one hour.
• Missed in an hour - the total number of calls missed by an Agent within one hour.
• Avg response time - the average amount of time it takes for a call to be answered by an Agent.
• Calculation - Avg response time = total time spent answering calls / number of calls answered.

Fig.3. Displaying information in "Information" table

1.3. Drop-down list with multiple choice "Queues"

Designed to select Queues for which information needs to be viewed.

Fig.4. Displaying information in "Queues" drop-down list

1.4. "Agents" table

Displays general information on calls for each operator. When you click on the operator's name, it redirects to the "Operator" dashboard, where extensive information on a particular operator is displayed.

Consists of columns:

• Agent - operator's name;
• Status - the operator's status at the moment. There are such statuses: online (1, colored green) - active; offline (2, colored red) - inactive; break (3, colored yellow) - during a break; break out (4, colored black) - forced transfer to offline mode;
• State - the state the Agent is currently in;
• Connected with Agent - the number of dialing attempts that were accepted by the Member and connected to the operator;
• AHT* - the average amount of time an Agent spends handling a inquiry or issue, from the moment the call is answered to the moment the call is completed;
• Agent's ASA** -  the average time the Agent answered the call (from the moment the call starts);
• Member's ASA** - the average time Member answered call (from the moment the call starts).

*АНТ = (Talk Time + (Hold Time + After Call Work Time))* CallsAverageHandlingTime = (TotalTalkTime + TotalHoldTime + TotalWrapTime )/ NumberOfCallsHandled).

**ASA (Average Speed of Answer) total time spent waiting in a queue by the total number of calls answered by agents during that time period. 

Fig.5. Displaying information in "Agents" table

1.5. "Active calls" table

Displays information about calls that are currently being processed.

Consists of columns:

• Time - the time the dialer started the call;

• Number - subscriber's number;

• State* - the state the Member is currently in;

• Answered - time of connection with the Member;

• Agent - the name of the operator with whom Member was connected;

• Agent in a call- the time from the connection with the operator to the present moment;

• Duration - the time from the start of the dialing attempt to this moment;

• Resource is the gateway that is being used.

*List of states:

• Idle. This state indicates that there are no calls waiting in the queue and all agents are currently available.
• Waiting. This state indicates that the call has been answered by the system and is waiting for the subscriber to respond.
• Waiting_agent. This state indicates that the subscriber has responded and the system is searching for an available agent to handle the call.
• Distribute. This state indicates that the system has found an available agent and is reserving them to handle the call.
• Offering. This state indicates that the call is being presented to the agent.
• Active. This state indicates that the call is currently being handled by the agent.
• Bridged. This state indicates that the call has been successfully connected to the agent.
• Wrap_time. This state refers to the time between when a call is completed and when the agent is available to take another call.
• Leaving. This state indicates that the subscriber has left the queue or has hung up before the call was answered.

Fig.6. Displaying information in "Active calls" table

1.6. "Queue calls" chart 

Displays the number of calls by Queue in a certain period of time. Constant updates in real time.

Fig.7. Displaying information in "Queue calls" chart

1.7. Block "Hangup causes by Members"

Block "Hangup causes by Members" provides information on the number of hangup attempts made by Members, as well as the reasons for those hangups.

Consists of:

• Pie chart;
• List of reasons.

The pie chart displays the percentage of completed calls for the selected reasons.

When you hover the cursor over a sector of the pie chart, it displays the reason and the number of completed calls for this reason.

The list of reasons displays only those reasons that took place during the period under consideration. For a list of possible causes, see Table 1.

The list of reasons includes:

• the color in which the given reason is displayed on the diagram;
• the name of the reason.

When you move the cursor over the name of a reason in the list, only the sector that displays information for this reason is highlighted in the pie chart. When you click on the name of the reason in the list, it becomes inactive (gray). Information for inactive reasons is not displayed on the chart.

Fig.8. Displaying information in "Hangup causes by member" block

Table 1. Discrybing possible causes in block "Hangup causes by Members"

1.8. "Member attempts" table

Displays the information of attempts to dial the Members.

Fig.9. Displaying information in "Member attempts" table

Attempt - number of attempts.

Quantity - the number of Members to whom the call was made.

Successful - the number of successfully completed calls.

1.9. Block "Hangup causes by attempts"

Block "Hangup causes by attempts" provides information on the number of hangup attempts made by  Agents, as well as the reasons for those hangups.

Consists of:

• Pie chart;
• List of reasons.

The pie chart displays the percentage of completed calls for the selected reasons.

When you hover the cursor over a sector of the pie chart, it displays the reason and the number of completed calls for this reason.

The list of reasons displays only those reasons that took place during the period under consideration. For a list of possible causes, see Table.

The list of reasons includes:

• the color in which the given reason is displayed on the diagram;
• the name of the reason.

When you move the cursor over the name of a reason in the list, only the sector that displays information for this reason is highlighted in the pie chart. When you click on the name of the reason in the list, it becomes inactive (gray). Information for inactive reasons is not displayed on the chart.

Fig.10. Displaying information in "Hangup causes by attempts" table