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The Home MIS report gives an overview of your contact centre activity for today. It provides a high-level overview showing agents logged in, counts of inbound and outbound contacts and their associated outcomes.
Summary Panel
This panel contains a mixture of real-time information showing the current status in the contact centre, and historic information showing how many calls and emails have been handled. Specifically:
| • | Agents - the number of currently logged on agents; |
| • | Utilisation - the percentage of time that the agents have spent in busy, wrap-up or preview; |
| • | Longest Waiting - the time of the longest waiting call in any queue; |
| • | Inbound Offered - the number of inbound calls presented to rostrvm regardless of the outcome; |
| • | Inbound Answered - the number of inbound call presented to and answered by an agent; |
| • | Active Campaigns - the number of outbound campaigns in the Active or Waiting state; |
| • | Outbound Attempts - the number of outbound calls (dialler or manual) that have been made regardless of the outcome; |
| • | Outbound Answered - the number of outbound calls (dialler or manual) that have been answered; |
| • | Emails - the number of inbound emails received by the rostrvm system; |
| • | Chats - the number of inbound chats received by the rostrvm system. |
All Call Metrics Overview Panel
This panel is a bar graph showing for each business outcome the number of inbound calls and the number of outbound calls to which this outcome has been assigned.
All Agent Availability Panel
This panel is a real-time representation of the state of all the agents currently logged on (i.e. Ready. Not Ready, Busy, or Wrap-up). If there are no agents currently logged on then the display is blank.
Category Summary Panel
Business outcomes can be configured in rostrvm and optionally grouped into categories. If this is done then all business outcomes of each particular category set in the given time period are displayed here.
If no categories are configured, or no business outcomes with a category were set during the given period, then this display will be blank.
Calls vs Agents Panel
This panel shows historic periodic information relating to the number of agents logged on and the number of calls handled. The number of calls includes the total number, and the number of calls that lasted more than 30 seconds (value calls).
This data is presented in 15 minute slots based on the period provided.
All Queue Service Levels Overview Panel
This panel is a line graph showing for each hour the number of inbound calls that were queued for less that 30 seconds, between 30 seconds and 60 seconds, greater than 60 seconds, and not queued at all.