Home

OrderlyStats Users Manual

1. Page Calls Calls Session Time Hangups Agent Caller Answered Missed Contribution Per Hour Totali Mean Count util Number Percentage _ Ba 38 201 3 4 4 5 8h 22m 37 8s 2h 47m 32 6s 3 0 46 0 9 29 23 7 76 3 I angie 183 880 16 4 233 i 55h 57m 28 65 9h 19m 34 8s 6 0 34 0 ily 14 169 7 7 92 3 carol 171 3166 15 3 4 0 42h 58m 18 6s 8h 35m 39 7s 5 0 34 9 62 109 36 3 63 7 Eimear 158 1292 14 1 3 6 43h 20m 5 8s 8h 40m 1 2s 5 0 32 2 16 142 10 1 89 9 I Laura Hunt 152 3679 13 6 3 8 39h 38m 5 9s 7h 55m 37 2s I 5 0 30 5 96 56 63 2 36 8 I Laurie 102 2142 9 1 2 8 36h 28m 58 3s 6h 4m 49 75 6 0 23 5 83 19 81 4 18 6 T Maria Cioplea 177 1657 15 8 Sa 33h 55m 45 3s 8h 28m 56 35 4 0 52 3 96 81 54 2 45 8 Sarah 138 1794 12 3 3z 42h 33m 21 8s 8h 30m 40 4s 5 0 27 4 21 117 15 2 84 8 The three pie charts show a visual representation of the following information Calls Answered This is a breakdown of how many calls each agent answered Talk Time This is a breakdown of the total time each agent spent talking to callers Session Time This is a breakdown of the total time each agent spent logged in to the system Agent Call Log You can pull up a call by call log for each agent by clicking on the agent s name in the Agents Table Interval Colu
2. NOTE If you need to change the queue name for ALL callers to a queue then it is better to use the Alias setting on the Admin page You can also override the queue name that is associated with each entry in the logs You can make up your own queue name if you like with xten gt myexten n Set statsQueueName VALUE lt Example A call centre that wants to list calls during business hours separately from calls outside business hours inside the OrderlyStats reports would implement this with the following dialplan xten gt myexten 1 GotoIfTime 09 00 17 00 mon fri myexten 3 xten gt myexten 2 Set statsQueueName MyQueueOutOfHours xten gt myexten 3 Queue MyQueue All calls will be shown in the MyQueue section of the Control Panel however they will now be divided into two queues in OrderlyStats MyQueue and MyQueueOutOfHours The new queue names may not automatically appear in the queue selection page of the Reports section so if you want them to appear here then run the following etc init d orderlystatsse connectdb update orderlystats acdqueue set parentid null commit q Using Groups Calls to a single queue can also be split into multiple Groups inside OrderlyStats A Breakdown by Group chart will then appear in the OrderlyStats report and the Group for each call will also be shown in the call by call log This is typically used when multiple DDIs feed
3. lt param name gt OrderlyStatsLogoutCodes lt param name gt lt param value gt true lt param value gt lt context param gt The Logout Codes themselves are stored in the orderlystats_notecode table To create your logout codes insert into orderlystats notecode accountid id label type values 1 10 My Logout Code 2 commit The LogoutCodes will be shown in the numerical order of the id s in this table You will need to restart OrderlyStats SE for these changes to become active 8 8 Hold Music Tracking If you have Asterisk 1 4 or greater and are using SIP phones then OrderlyStats SE may be able to track the time your agents place callers on hold for during calls To enable this feature you must uncomment the following stanza in your usr share orderly tomcat webapps orderlystatsse WEB INF web xml file lt Uncomment to enable MusicOnHold logging for answered calls gt lt context param gt lt param name gt OrderlyStatsTrackMusic lt param name gt lt param value gt true lt param value gt lt context param gt Next restart OrderlyStats SE Calls with music on hold after answer will then show Music time in the call logs You will also be able to see total and mean music times in the Agents section of the main report when the Times pulldown has been selected If you are upgrading from an earlier version of OrderlyStats SE you may need to copy and paste the above stanza
4. y Agent instead of queue Agent Status Queued Answered Missed Contrib Mean Talk Mean Ring Jay Talking PG_CS Queue 0 11 0 78 6 54s 0 0s Jennifer MAE PG_CS Sales 0 6 45 5 5m 54s 9 85 PG_CS_Queue 0 11 14 3 5m 54s j Jim Talking SE_CS Queue 0 51 30 38 3 3m3is 4 9s Jovee paused PG_CS Sales 0 3 36 4 5m 54s foe PG_CS_ Queue 0 10 7 1 5m 54s Kent Talking SE_Sales_Que 0 18 55 4 5m 54s SE Sales 2 0 1 100 0 5m 54s a Paul Talking SECS Queue 0 12 15 9 0 1m23s 12 7s Robb The Ag ie Waiting SE_CC_QUE 0 4 0 100 0 2m 16s 0 0s ent Board supports the following parameters scaling A figure to indicate the desired text size The default is 100 bigger values make the text bigger fill By default the Wallboard will fill the entire page Set this to false to disable this refresh The rate at which the Wallboard refreshes in seconds The default is 10 showTimes If set to true default the Wallboard shows the amount of time each agent has spent in the corresponding state and alarms are shown if the time exceeds the warning threshold set on the Admin page Set to false to revert to the pre 10 7 behaviour The Outbound Board is similar to the Agent Board but is focused on Outbound calls specifically 2 9 Mini Status Tracker You can click at on the Mini link at the top of the Control Panel to bring up a mini view of your queues gt http qqq orderlyg com a Bf
5. CustServ 3 Waiting 11m 19s The Mini Tracker will scroll through all your queues showing the number of callers waiting and the longest time a caller has been waiting You can use it to keep track of your queues while working on other tasks NOTE The Mini Status Tracker can also be used inside your own web pages just use an IFRAME with its SRC attribute set to the URL defined in the mini javascript function in the Control Panel frame 3 Agents Page You can reach the Agents page at any time using the link in the left navigation menu Here s an example Agents My Company This page allows you to edit agent login and display information Agents Agents are people who answer calls Agents support session login and logout and hotdesking from multiple different interfaces phones System ID Ii Description I Username J Password Default Login Auto Wrapup Ack amp Agent 1001 iL mycompany com 1001 0 secs Fi Save Changes Interfaces Interfaces are phones that take calls Interfaces only support login or logout through the Agent Bar System ID n Description Username Password I _ Queues LINE mycompany com LINE 4 Local 3001 main John Smith jsmith mycompany com 3001 Sales 4 SIP 2001 E mycompany com 2001 CustServ Sales 4 SIP 2002 T mycompany com 2002 CustServ Sales Add Interface Save Changes Th
6. for transferred calls Defaults to CALLER if absent accountid Must always be supplied and is normally 1 for OrderlyStats SE users phash Your password hash Mandatory You can find this out by looking at the URL for the Mini report see section 2 when A Java timestamp value number of seconds since January 1 1970 Defaults to the current time if absent NOTE If using the Gateway as part of a call centre model with the when parameter please ensure that events arrive in the correct order otherwise the results may be unpredictable The page returned will either contain OK if the request is successfully processed or Error error message if an error is encountered
7. huntgroup n Dial SIP 1001 amp SIP 1002 amp SIP 1003 10 ro exten gt huntgroup n Goto huntgroup 1 The extra line is the second one You can replace MyHuntGroup with any queue name or even the name of an existing queue but please use alphanumeric characters with no spaces Then do an Asterisk reload and place a call to the Hunt Group The Control Panel will automatically update to show the new Hunt Group and agents All reporting features are supported for Hunt Groups however the Logout and Pause functions will not work for Hunt Group agents as these features are part of the Asterisk Queue application only 8 5 Notes and NoteCodes OrderlyStats supports the storage of notes and note codes for callers so agents can make notes and enter further information on the fly This information then appears in the OrderlyStats call logs tus CallerID Answered Talk Time Called Wait Quet ting unknown 12 33 30 3m 39s 12 32 29 1m Is Sale Note Code Not Set J Notes Update Not Set Eng Misc Sale Misc IBE CC Issue IBE Problem Srv CC or ID Info Srv APIS Srv Change Srv Misc Srv Chasing Time Waster Advertising Other Complaint Silent Audio Issue Transfer To use this feature you first need to configure the Agent Toolbar to open the NoteCode editor when the agent answers a Call You can do this by setting the URL parameter in your dialplan
8. Chart Staffing Mode Times Mode Changing the Interval Day By Day Average Day of Week Chart Average Time of Day Chart Month By Month and Year By Year 6 5 Service Level and Caller Retention Service Level Answered Within Caller Retention Still Waiting After 6 6 Call Breakdown 6 7 Agents Section Calls Answered Talk Time Session Time Agent Call Log Interval Column Agents Table 6 7 1 Calls View Calls Section Session Time Section The Percentage Utilisation figure is the percentage of Session Time actually spent talking to callers Session Logs Hangups Section 6 7 2 Times View Ring Time Section Talk Time Section Wrap Time Section 7 INCREASING YOUR ANSWER RATE Lead Inform Monitor Reward Improve 7 1 Calling Back your Callers 7 2 OrderlyQ 7 3 OrderlyDialler 8 ADVANCED FEATURES 8 1 Call Variables Overriding CallerID Overriding Queue Name Using Groups Outbound Agent 8 2 Transfer Box and Pulldown 8 3 Agent Pops 8 4 Hunt Groups and Ring Groups 8 5 Notes and NoteCodes 8 6 WrapCodes 8 7 LogoutCodes 8 8 Hold Music Tracking 8 9 Daily Update Emails 8 10 Translating OrderlyStats SE 8 11 Remote Gateway 58 59 60 61 62 63 63 64 65 1 Installation The latest version of OrderlyStats Server Edition can be downloaded from http www orderlyg com orderlystatsse download htm Please follow the instructions on this page to complete the installation process To start usi
9. Jan 2009 16 55 55 1 4 9s I 2 B Alicia Barnes 8m 26 1s Caller 8m 31 05 CustServ 02934635946 16 Jan 2009 16 55 01 3 6 35 2 E ason Earl 1m 5 5s Caller 1m 11 85 CustServ 07715550622 16 Jan 2009 16 50 00 1 10 4s 2 I Alicia Barnes _ 3m 57 9s Caller 4m 8 4s CustServ 01476599564 16 Jan 2009 16 48 33 1 18 8s 3 3 CustServ 02162631320 16 Jan 2009 16 48 15 1 1m 29 0s 2 Emily Smith 7m59 1s Caller 9m 28 15 CustServ 0717156997 16 Jan 2009 16 48 15 3 9m25 9s 1 1 CustServ 02608811705 16 Jan 2009 16 47 54 1 58s 1 E Alicia Barnes _ 1m 36 25 Caller 1m 42 0s CustServ 07775722368 16 Jan 2009 16 46 43 2 48 1s 2 E Jason Earl 2m 43 8s Caller 3m 31 9s 3m 11 1s CustServ 07625833358 16 Jan 2009 16 46 15 A 1m 31 95 2 Katy Spears 3m43 1s Caller 5m 15 0s custServ 02512923483 16 Jan 2009 16 46 02 1 29 25 1 L Katy Spears 2m 33 9s Caller 3m 3 1is custServ unknown 16 Jan 2009 16 45 09 1 26 75 2 Angela tamb 6m 45 8s Caller 7m 12 5s CustServ 07754827765 16 Jan 2009 16 45 02 3 25 65 1 E Abbie Beach 2m 30 8s Caller 2m56 4s CustServ 07595326164 16 Jan 2009 16 43 44 1 5 68 1 fl Jason Earl 1m 46 8s Caller 1m 52 35 55 1s CustServ 01085770877 16 Jan 2009 16 41 26 1 6 7s 1 Emily Smith 5m 14 8s Caller Sm 21 5s 15 1s CustServ 07625833358 16 Jan 2009 16 39 27 1 55 05 3 Abbie Beach 2m 22 0s Caller 3m16 9s 2m 30 0s CustServ 077
10. Unknown Answered Calls 6281 63 7 5582 63 8 699 62 8 Answered Callers 3601 84 0 2902 91 4 Agent Hang Ups o 0 0 Caller Hang Ups 6281 100 0 This shows the same information as the All Callers table but the information is filtered to show just answered calls and callers Histograms are also available for the Answered Call Time Answered Hold Time Answered Talk Time and Answered Entry Position data points Answered Calls This shows the number of answered calls as an absolute number and as a percentage of the total number of calls 63 7 in this case This is the Call Answer Rate an important metric for any call centre which is why it is shown in bold Answered Callers As in the All Callers section OrderlyStats also keeps track of the callers that are answered A caller is considered answered if a call from that number is answered at any point during the day so someone who calls in hangs up calls back and is answered is counted as an answered caller In the example above lots of people are hanging up and calling back and getting answered on the second call so the Caller Answer Rate is much higher In this case the Caller Answer Rate is between 84 0 and 91 4 The uncertainty arises because we can t be sure whether a call from an unknown number is a repeat call Answered Callers Log You can click on the Answered Callers link to get to the Answered Callers Log This is a f
11. You can try out different settings using the Try Again button but when you have successfully connected you must edit the OrderlyStatsSE xml file manually to contain the correct settings Here s some help to diagnose common problems 1 Connection cannot be established First check that you are trying to connect to the correct machine The default setting is for installations where OrderlyStats is run on the same machine as the database If this is not the case then you will need to change localhost in the URL to the IP address of the other machine If you are sure that the IP address is correct then use telnet to check the connection to the relevant port on that machine For MySQL the default port is 3306 For PostgreSQL the default port if 5432 2 Access Denied First check that the database name is correct in the URL field the default is orderlystats If you created the database with a different name you will need to change it here Second check that the Username and Password are correct for the database you are trying to access In MySQL this must match the username and password you specified with GRANT ALL PRIVILEGES when you created the OrderlyStats database Updating your Settings Once the connection has been established you will be shown the correct entry that needs to go into your OrderlyStatsSE xml file replacing the lt DatabaseService name db gt section that is already there Once you have
12. are using any other queue strategy then a high number of Missed calls indicates a problem as the agent is not Pausing or Logging Off when unavailable This is a problem as while her phone is ringing callers cannot be answered by other agents NOTE The Missed column counts call attempts from the Asterisk Queue not abandoned calls For instance if a caller is waiting 5 minutes to get served and have a queue with a timeout setting of 10 seconds then this single call will result in 5 60 10 30 counts of Missed calls in the agents table The Contribution column shows the percentage of calls that were answered by that agent and the Per Hour figure shows the average number of calls answered per hour of Session Time Session Time Section This section shows the total time each agent spent logged in to the queues the total number of sessions logged and also the mean session time Session Time Total Mean Count Util Bai 8h 22m 37 8s 2h 47m 32 6s 3 0 46 0 An ie 55h 57m 28 6s 9h 19m 34 85 6 0 34 0 E Carol 42h 58m 18 6s 8h 35m 39 75 5 0 34 9 Eimear 43h 20m 5 8s 8h 40m 1 25 5 0 32 2 L Laura Hunt 39h 38m 5 9s 7h 55m 37 25 5 0 30 5 H aurie 36h 28m 58 3s 6h 4m 49 75 6 0 23 5 Maria Cioplea 33h 55m 45 3s 8h 28m 56 3s 4 0 52 3 E Sarah 42h 33m 21 8s 8h 30m 40 4s 5 0 27 4 The Percentage Utilisation figure is the percentage of Session T
13. like this xten gt myexten n Queue MyQueue http my ip address 8080 orderlystatsse realtime notecode jsp This will open the notecode editor in the Agent Toolbar see above You also need to prepopuate the orderlystats_notecode table in the database using SQL commands like the following etc init d orderl insert into orderl Notecode commit ystatsse connectdb ystats_ notecode accountid id label values 1 10 My The NoteCodes will be shown in the numerical order of the id s in this table You will need to restart OrderlyStats SE for these changes to become active 8 6 WrapCodes Although Asterisk only supports one state for wrap up Pause your agents may have multiple reasons for going on pause Wrap up after call Follow up call Contact warehouse etc NOTE Wrap Codes should only be used for wrap up reasons that are specific to the previous call For things like Break Lunch etc which are not related to the previous call LogoutCodes should be used instead see next section If you wish to track these pause reasons then you will need to enable the WrapCode feature Queue Status Log Out Sales Empty Pause for x Pause for Working after call Follow Up Call On Break This changes the Pause button in the Agent Toolbar to a pull down Selecting an entry from the list puts the Agent on Pause with the specified reason Selecting Resume
14. link in the navigation panel NOTE You can also quick link to today s report for any particular queue by clicking on its name in the Control Panel 6 1 CSV Export All reports charts and call logs can be exported in CSV format for use with Excel or other data processing tools You can access a CSV export by clicking the Export CSV icon E 6 2 Selecting Times and Queues The OrderlyStats start page allows you to select a single or multiple queues to draw up either an individual or aggregate queue report OrderlyStats Select Queue M CustServ CI INBOUND Queue Name INTERNAL C OUTBOUND Ci Sales Start January 28th 2009 00 00 End January v 28th _ 7 2009 23 m 59 v Use the select boxes to chose either a single queue or multiple queues for aggregate reports OrderlyStats will remember your selection for next time You can also set the date time range to your specification the default is the whole of today OrderlyStats will automatically draw up an hour by hour day by day month by month or year by year report based on your selection Please note that Secondary Users will only have access to the queues listed in the Admin page for that user INBOUND INTERNAL and OUTBOUND calls are also restricted to calls made by to agents who have taken calls in the other assigned queues for Secondary Users so Secondary Users can concentrate just on the agents within their
15. link to pull up a Histogram of this data Entry Place Answered Bin Size 1 Normal Cumulative Minimum Mean Maximum Count 1 1 78 5 260 Number of Calls This row shows the total number of calls placed to your queue s It is broken down into calls with a presented CallerID Known Number and calls with no CallerID Unknown The Jumped Out figure shows the number of calls that left the queue by hitting 1 on the keypad if you have this feature enabled in your queues conf Number of Callers Uniquely amongst Asterisk statistics packages OrderlyStats keeps track of your callers as well as the calls they make In the example above 4289 callers have made 9856 calls to the queue so the average caller is calling in at least twice NOTE OrderlyStats tracks callers by their CallerlID Every call from a withheld number is treated as a separate caller All Callers Log Clicking on the All Callers link at the head of the table opens the call by call log for all callers Call Log All Calls I Search pack to Report Queue CustServ 15 January 2009 00 00 to 18 January 2009 23 59 B Page 1234567891011 Queue gt CallerID Time of Call Call Num Hold Time In Out gt Agent Talk Time HangUp Call Time gt Wrap Time NoteCode CustServ unknown 16
16. yet At 10 seconds this call centre has 92 of its calls retained so 8 of calls that are abandoned are abandoned between Os and 10s At 20 seconds this call centre has 80 of its calls retained and so on down to 0 The longer your callers are left waiting the fewer of them remain This chart allows you to establish a half life for your callers The half life is where the Caller Retention figure crosses 50 at just over 1m 10 seconds in this case 6 6 Call Breakdown This section is only visible if you have selected an aggregate report from multiple queues or if you are using Groups to further break down your callers see Advanced Features below The Call Breakdown section shows a pie chart and table listing the number of calls and number of answered calls for each of your selected queues By Queue Queue Calls Answered E W sales 12937 10613 82 0 L CustServ 5975 4809 80 5 I Finance 486 445 91 6 I ouTBouND 141 1 0 7 You can mouse over each segment in the pie chart to show the calls taken by that queue The number of calls answered is also shown in the Answered column as a total and percentage Call Answer Rate Like all other OrderlyStats reports the data is also exportable in CSV format 6 7 Agents Section This table contains detailed information about the performance of each of your agents Answered Calls Talk Time Session Time
17. 0 21 00 2 21002200 RS 23 00 23 59 3 22 00 23 00 ju ed Calls Unreturne a O Max Needed n Needed Ma a jol a a x ry NOTE You can restrict the time range shown using the Start and End pulldown menus The bars in the chart convey the following information e The Green calls are the Answered Calls e Yellow calls are calls that were abandoned but the caller was then answered later that day ona subsequent call Returned Calls e Blue calls are abandoned calls from numbers that were later called back by OrderlyDialler where available Dialled Calls e Red calls are calls that were abandoned from an Unknown number or abandoned calls from callers who were not answered later that day The scale for the bar charts is on the eft hand side of the chart NOTE You can mouse over the bars to find out the count for each bar You can also mouse over the knees of the overlay lines to find out the values at each point in each overlay NOTE For all OrderlyStats charts you can show the information as a table by using the Display As pulldown NOTE You can also export the data in CSV format using the E icon Staffing Mode The above chart is in Staffing mode This mode is only available when a single queue is selected in which case it is the default mode This gives the following overlay e Mean and Max Working Blue This is the mean and maximum number of Agents answering calls at the same time dur
18. 045413 2004 The display shows the time the caller joined the queue the time the caller has been waiting and the Caller ID Name and Number where present The caller is shown in Green if this is the first call from the caller today or Yellow if this is a repeat caller If there is more than one caller in the queue then the caller at the top of the list is at the front of the queue New callers join from the bottom of the list When the agent answers the call the conversation is shown as below Agent Status Answered Talking Called Wait Caller ID ta amp SIP 2002 Paused amp sIP 2001 M Talking 16 23 25 6s 16 23 12 13s 08450045413 2004 The time of answer and total talk time are now shown Note that the row for SIP 2001 has moved to the bottom of the display so your longest idle agents are always shown at the top When the call ends it is shown in Grey until the agent answers the next call from that queue E Agent Status Answered Talking Called wait Caller ID a sp 2002 b paused 4 s P 2001 waiting 16 23 25 3m 1s 16 23 12 13s 08450045413 2004 2 5 Inbound and Outbound Calls OrderlyStats will also automatically keep track of calls made directly to and from your Phones regardless of whether they happen to be Logged In to your queues Calls made by or received by your Agents and or Extensions are also tracked automatically OrderlyStats will detect which
19. 3s 3m 55 2s claire 0 0s 0 0s In the above example Jodie is spending almost twice as long in wrap up than any other agent She may benefit in training to use the back office systems more quickly 7 Increasing your Answer Rate If you are installing OrderlyStats for the first time or are setting up a new call centre then it s likely you are just starting to become aware of the number of unanswered calls coming in to your business First you should be aware that the national average answer rate is 95 calls answered If you are answering fewer calls than this you need to take action now However even a 95 answer rate is poor because you have 100 failed the customers who are abandoning In fact you should treat every abandoned call as seriously as a written or verbal complaint your customer is complaining to you by hanging up in frustration This section details some strategies you may find helpful in increasing your answer rate Lead Leadership is a very important factor in determining how many calls you answer If you haven t already you should assign a Team Leader for each of your queues You should make the answer rate the primary responsibility of the Team Leader and set up a reward structure for the Team Leader if service level targets are met If your agents are multi skilled and perform other tasks when not answering the phone e g answering email you should make it clear to the agen
20. 4 3s 5m 17 8s Haura Hunt 9h 28m 31 7s 8 95 12h 6m 8 7s 4m 46 65 7h 11m 5 3s 2m 50 25 Mi Laurie Sh 38m 52 25 9 1s 8h 34m 17 15 5m 2 5s 7h 42m 20 2s 4m 32 0s T Maria Cioplea 4h 37m 36 6s 9 1s 17h 44m 56 2s 6m 1 0s 6h 39m 56 8s 2m 15 65 fia Sarah 4h 46m 7 25 8 95s 11h 40m 34 0s 5 6s 14h 40m 30 4s 6m 22 85 Ring Time Section This section shows the total time each Agent s phone was ringing and the mean ring time total time number answered calls if l Cherie 2h 20m 26s F 2h 9m 28s 2hr 25m 6s Charles 1h 24m 16s ha N A 2h 21m 12s bad w a nit nin 12m 36s ie N A m N a F Claire 25m 30s In the above example Charles was the speediest agent with a mean time to answer of 4 2 seconds Rachel was the slowest agent to answer with a mean time to answer of 15 3 seconds Rachel may therefore benefit from further training Talk Time Section This section shows the total time each Agent spent talking to callers and the mean talk time total talk time number answered calls Talk Time Tota Mean Cherie 59h 57m 15 9s 4m 41 85 W Michael 66h 49m 9 45 4m 7 75s I Rachel 38h 24m 35 5s 4m 3 0s Wi charles 106h 25m 43 4s 5m 18 25 I Dionne 59h 29m 44 9s 3m 55 15 Hodie 5h 10m 26 4s 2m 57 45 Fi Claire 10h 26m 11 3s 4m 10 55 In the above example Jodie deals wi
21. 75722368 16 Jan 2009 16 39 22 1 52 95 Pipe CustServ 07754827765 16 Jan 2009 16 37 59 3 36 95 4 The log is searchable for particular phone numbers by entering a number in the Search box at the top of the log Partial matching is supported for instance entering 07 in this box would pull up all calls from mobile phones UK Logs for a specific phone or agent can also be generated by clicking on the phone number or the agent s name The log can be sorted by any of the headers using the Sorter buttons gt The default sort order is in descending order of call i e most recent first Abandoned calls are those with no agent associated with the call If the caller later called back in and got through the Hold Time and In Out fields are shown in yellow If the caller was not answered at all that day then these fields are shown in red The fields available in the All Callers log are Queue This shows the name of the queue that the caller joined or INBOUND OUTBOUND or INTERNAL for non queue Calls Caller ID This shows the caller s Caller ID where available Click on the Caller ID to get a filtered log showing just the calls for that caller Time of Call The date and time the caller joined the queue Call Num Whether this was the first second third etc call of the day from this caller If this cell is shown in yellow it means that this is a repeat call You may also see T This in
22. ORDERLY anA reie OrderlyStats Server Edition Users Manual Version 11 2 This document Copyright Orderly Software Ltd 2012 All rights reserved Table of Contents 1 INSTALLATION 1 1 Connecting to Database 1 2 Getting Started Connecting to Asterisk Automatic Self Configuration 2 REAL TIME CONTROL PANEL 2 1 Queue Agents 2 2 Agent Status 2 3 Queue Status 2 4 Taking a Call 2 5 Inbound and Outbound Calls 2 6 Time Warnings 2 7 Custom Wallboard 2 8 Agent Board and Outbound Board 2 9 Mini Status Tracker 3 AGENTS PAGE 3 1 Agent Channels Section 3 2 Interfaces Section 4 AGENT TOOLBAR 4 1 Toolbar Functions 5 ADMIN PAGE 5 1 Users Section 5 2 Licence Section 5 3 Queues Section 6 ORDERLYSTATS REPORTS 6 1 CSV Export 6 2 Selecting Times and Queues 6 3 Summary Tables o0 N 11 12 13 14 15 15 16 17 18 19 20 20 21 22 23 23 23 24 25 25 25 26 All Callers Table Call Time Call Time Histogram Hold Time Hold Time Histogram Seats Working Seats Needed Entry Position Entry Position Histogram Number of Calls Number of Callers All Callers Log Queue Caller ID Time of Call Call Num Hold Time In Out Agent Talk Time Hangup Call Time Wrap Time NoteCode WrapCode Answered Callers Table Answered Calls Answered Callers Answered Callers Log Unanswered Callers Table Abandonment Rate Timed Out Calls Unanswered Callers Log 6 4 Call
23. Phone has been used to answer a call to an Agent or Extension then automatically associate all future calls to or from that Phone with the corresponding Agent Extension until another Agent or Extension uses that Phone Internal calls between your Agents are also tracked An Internal call will show in both the INBOUND and OUTBOUND sections of the Control Panel but will be listed as INTERNAL in the OrderlyStats Reports see below NOTE If you want to keep track of calls to additional Phones or Extensions but don t want to associate them with a Queue you can do this by adding them in the Agents page see below 2 6 Time Warnings New in OrderlyStats SE 10 7 the Control Panel and also Agent Board now automatically shows a red warning whenever a warning threshold has been exceeded Three thresholds can be defined e Wait Warning The caller will be shown in Red in the Control Panel if the caller has been waiting for longer than the threshold Default 30 seconds The number of callers waiting over this time overdue is now also shown in the Custom Wallboard e Talk Warning The caller and agent will be shown in Red in the Control Panel if the caller and agent have been speaking for longer than the threshold Default 300 seconds five minutes e Pause Warning The Agent will be shown in Red in the Control Panel if the agent has been in wrap up Pause for longer than the threshold Default 60 seconds Warning thresholds can be set fr
24. Tomcat to put them into effect 8 10 Translating OrderlyStats SE You can translate OrderlyStats SE into any language Simply translate the files in the WEB INF classes intl folders and rename your translated files to match the Locale displayed on the OrderlyStats SE Login page You can also enable Translation mode to find out which prompts are shown where from within the web xml file by uncommenting the relevant section If you send us your translated files we will incorporate them into future releases so you won t lose your translations when you update to newer versions of the software 8 11 Hunt Groups In addition to monitoring Queued calls OrderlyStats SE 10 7 can be used to monitor calls to Hunt Groups Instead of the Queue dialplan application hunt groups call multiple phones simultaneously like this exten gt huntgroup n Dial SIP 1001 amp SIP 1002 amp SIP 1003 To track these calls just add the following line to your dialplan just before the Hunt Group dial exten gt huntgroup n NoOp OQJoin HuntGroupName exten gt huntgroup n Dial SIP 1001 amp SIP 1002 amp SIP 1003 The calls will now be tracked in the Control Panel and OrderlyStats reports just like queued calls 8 12 Remote Gateway Version 10 7 of OrderlyStats includes a new feature an Http gateway that allows you to notify OrderlyStats of events that it cannot otherwise pick up You can use the Gateway to notify Orde
25. are Static and cannot be added or removed on the fly To make your agents Dynamic remove these lines from queues conf and restart Asterisk and then log them in with the toolbar or the Agents page You can check to see if your agents are dynamic by running queue show at the asterisk command line dynamic agents are marked as dynamic HINT If you do not wish your agents to have the ability to enter wrap up by hitting the Pause button then this button can be removed entirely from the toolbar by running the following code on your database update account set hasagents 2 commit and then restarting OrderlyStats SE 4 1 Toolbar Functions A number of functions are accessible through the Toolbar Agents can log in and out of the queues using the Log In Log Out button and enter and leave wrap up using Pause Resume Agents who are Agent Channels are given the choice of which Extension and Context they would like to use when they log in When an Agent is on a call the Queue name becomes a link Clicking on the link pulls up the Agent Transfer pull down see Advanced Features The Agent Toolbar can also be used to launch Screen Pops for the agent see Advanced Features The Toolbar is also fully real time like the Control Panel and will instantly respond to changes in agent and queue status 5 Admin Page The Admin Page can be accessed from the left navigation and looks like this My Company Admin This page allows
26. before the caller is connected rarely used 3 2 Interfaces Section The LINE Agent The LINE agent is a catch all agent that OrderlyStats uses when it cannot identify which Agent answered a particular call n For Extensions this specifies whether the Asterisk Queue system should dial the extension with the n modifier which prevents Asterisk from native bridging calls on answer rarely used leave unchecked if unsure Queues OrderlyStats can dynamically reassign agents on the fly between different queues The display shows the queues the Agent is currently assigned to To edit the list just hit the link iption Username Password Queues mycompany com LINE nith jsmith myc fr John Smith x Jill myc Queue Penalty itServ Sales myc Sales itServ Sales C CustServ i You can dynamically reassign the Agent to different queues with the check boxes The changes take place as soon as you hit Update the Agent does not need to log out and log back in again You can associate a Agent with multiple queues In this case both queues will attempt to route calls to the Agent You can also associate a Penalty with each Agent of each Queue Agents with the lowest penalty in a particular queue will always be rung by that queue first so you can use this to define multiple overspill groups within your call centre Add Interface This button allows you to manually add a Phone e g SIP 2001 or Ex
27. dicates that the call Timed Out of the queue due to a maximum time set your queues conf and went to another extension J This indicates that the caller Jumped Out of the queue usually by pressing a button on their keypad and went to another extension Hold Time The time spent by the caller waiting in the queue In Out The position at which the caller joined the queue and for abandoned calls the position at which the caller left the queue Agent The name of the Agent that answered the call To show real names here please enter the name in the Agents page see above Talk Time How long the Agent was speaking with the caller Hangup Who hung up the call Agent Caller or Transfer Call Time The total call time Hold time plus Talk Time Wrap Time Time spent in Pause by the Agent after taking this call NoteCode Please see NoteCodes in the Advanced Features section WrapCode Please see WrapCodes in the Advanced Features section Answered Callers Table You can click on the Back to Report link to get back to the master Report screen The Answered Callers Table is the next section and looks like this Answered Callers Total Min l Mean I Max Call Time 659h 44m 12 5s 3 45 6m18 1s 12h 54m 19 6s Hold Time 237h 28m 56 85 16s 2m16 1s 52m3 8s TalkTime 422h 15m 15 7s 0 0s 4m2 0s_ 12h 54m 1 9s Entry Position 1 2 6 13 Total Known Number
28. divided by the total number of calls and is calculated for you at 8m 55s in this example However you can see from the graph that most calls are shorter than this the Mean is being skewed by the few calls of over 20 minutes duration Modal Value The Mode is the most common call duration which is the largest bar in the chart In this example the mode is just less than 3 minutes very much shorter than the Mean You can find out the number of calls in any bin by moving your mouse over the bar associated with that bin NOTE You can change the bin size using the pulldown the default is 10 seconds Median Value The Median value is the middle value so half the calls have a longer duration and half the calls have a shorter duration You can find the Median value by switching the histogram from Normal to Cumulative view like this f p re z 2 Call Duration All Calls Bin size 10seconds Normal Cumulative 100 C lt P a a a a a a a lt r a a a E a a E a a E a O a A gt e Re He ot o oe He ON N N N N N N NH AN N HM MH mM mM HM mM mM mH l Total Minimum Mean Maximum Count 67h 46m 35 25 2 0 35 IL 8m 55 15 aji 38m 50 45 IL 456 Next move your mouse over the bars until you find the one that reads 50 This is the Median call duration 7 minutes 30 seconds in this example Hold Time Continuing with the All Callers table the Hold Time row s
29. e Agents page is where you manage your queue Agents Agent Channels Phones and Extensions Agent Channels and the other type of Agents are handled differently in Asterisk so they are shown in two different sections NOTE If you make changes to this page you must hit the Save Changes button to apply the changes to your system In both sections you can enter the following fields Description A display name for the Agent This name will be used in the Control Panel and OrderlyStats Reports Most call centres use the Agent s full name e g John Smith Username and Password If you have set up a Username and Password for an Agent then the Agent can log in to OrderlyStats at http my ip address orderlystatsse signin jsp using these credentials to access the Agent Toolbar see below You can also log dynamic Agents in and out using the and amp buttons respectively Agents that are no longer needed can also be deleted with the J button 3 1 Agent Channels Section Default Login In the Agents Section you can set a default login of the form exten context to set a default login extension for that agent please see the Asterisk documentation for further details Auto Wrapup Asterisk Agents also support an automatic default wrap up time which auto Pauses your agents after each call You can set this on an agent by agent basis here Ack When checked Agents must acknowledge each incoming call by pressing the key
30. e All Callers log It only shows the first call from each caller that hasn t got through on this or any other queue during the time period Entries from this log will disappear e If the caller calls back in and is answered through any queue e If the caller calls back in directly to one of the agents INBOUND call e If the caller has been called back by one of the agents OUTBOUND call Entries that are not listed in the Unanswered Callers Log can still be seen in the All Callers log they are not deleted from the database Please see the section on Increasing your Answer Rate below for further details 6 4 Call Chart Beneath the Summary Tables section is the Call Chart This shows the caller profile over the time period The Call Chart can show data on an hour by hour day by day month by month or year by year basis The type will automatically be selected for you For a single day s worth of data the default type is hour by hour and looks like this Show Staffing v Interval 1 Hour v Start 00 v 00 v End 23 v 59 Display As Graph v 30 10 24 Seats 4 il pun 2 S 2 g S 5 Me o 00 00 01 00 gt 01 00 02 00 F 8 02 00 03 00 03 00 04 00 m 04 00 05 00 g H o 05 00 06 00 g 06 00 07 00 08 00 09 00 E 09 00 10 00 fa 10 00 11 00 9 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 16 00 17 00 17 00 18 00 18 00 19 00 Z 19 00 20 00 z 20 0
31. e agent has answered a subsequent call with no pop gt lt context param gt lt param name gt OrderlyStatsKeepPops lt param name gt lt param value gt true lt param value gt lt context param gt Then restart OrderlyStats SE The agent pop will no stay visible even if the agent takes or makes an INBOUND or OUTBOUND call 8 4 Hunt Groups and Ring Groups OrderlyStats was originally designed to handle calls through the Asterisk Queue function however as of version 10 7 it can also be used with more simple Hunt Groups A Hunt Group is a Dial call to multiple agents like this huntgroups exten gt huntgroup 1 No0Op My Hunt Group exten gt huntgroup n Dial SIP 1001 amp SIP 1002 amp SIP 1003 10 ro exten gt huntgroup n Goto huntgroup 1 In this example Asterisk is dialling three agents SIP 1001 SIP 1002 and SIP 1003 any of whom may answer the caller If the call is not answered within 10 seconds the agents are retried in the above example To monitor these hunt group calls in OrderlyStats 1 First you must add the agents SIP 1001 SIP 1002 and SIP 1003 using the Add Interface button on the Agents page OrderlyStats has no way of automatically detecting hunt group agents so they MUST be added manually 2 Add an extra line to your dialplan as follows eg huntgroups exten gt huntgroup 1 NoOp My Hunt Group exten gt huntgroup n NoOp OQJoin MyHuntGroup exten gt
32. ed wait time NOTE The scale for the Times overlay is shown in seconds and is shown on the right hand side of the graph Page 36 of 65 Changing the Interval The default interval for each section in the chart is 1 hour You can change this using the Interval Pull down Here s the same information as above with a 15 minute interval Show Times interval 15Minutes start 08 00 gt end 17 59 Display as Graph 18 1 020 15 850 12 680 9 A 510 z n E A 4 r 340 i J 5 r A i Tee J Sid bal A m 0 0 08 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 a Answered Calls i Returned Calls a Dialled Calls a Unreturned Calls lt Answered Hold Time Unanswered Hold Time Talk Time Call Time Announce d Wait The finer interval shows more detail of the caller profile OrderlyStats Users Manual Day By Day There are two ways to change to Day By Day mode e Select a date range containing many days in the OrderlyStats Reports Start page e Use the Up To lt MONTHS link at the top of the report which will select the current month Here s an example chartType Day by Day X Click on a Day column to drill down Mon il Answered Calls Returned Calls gj Dialled Calls il Unreturned Calls Max Needed Mean Needed Max Working Mean Wo
33. ee also Custom Wallboards in the Advanced section Here s an example display for a small call centre Control Panel Agents Admin Control Panel My Company Welcome back John Click on the name of any queue for today s report Agent Board Outbound Board Mini Refresh Queue Calls Answered People Queued Working Needed Pause Ring Talk Wait ao CustServ 0 0 0 0 0 0 On Hold 0 0 0 Seats 1 0 0 1 pubertal Agent Status Answered Talking Called Wait Caller ID Sign Out 4 sip 2001 Waiting paused Queue Calls Answered People Queued Working Needed Pause Ring Talk Wait 0 0 0 0 0 0 On Hold 0 0 0 Seats 1 0 0 3 E Agent Status Answered Talking Called wait Caller ID amp sp 2001 Waiting E smo p Paused amp Agent 1001 8 Waiting amp Local 3001 main Waiting Queue Calls Answered People Queued Working Needed Pause Ring Talk Wait INBOUND 0 0 0 0 0 0 On Hold 0 0 0 Seats o o o 1 Agent Status Answered Talking I Called Wait Caller ID Queue Calls Answered People Queued Working Needed Pause Ring Talk Wait Ej OUTBOUND 0 0 0 0 0 0 On Hold 0 0 0 Seats o o o 1 Agent Status Answered Talking _ Called Wait Caller ID Your queues and agents are colour coded so you will see the same colour for them wherever they appear both in the live Control Panel and in the historical reports OrderlyStats is uni
34. ents fully informed as to the overall performance of the team agents should also be aware that their individual performance is being constantly assessed OrderlyStats provides the Agent Table to help Team Leaders monitor and compare individual agent performance Team Leaders should have weekly one on one meetings with each agent where the agent s results are analysed and discussed giving the opportunity for the agent to improve performance or receive additional training where required Performance should be compared with the previous week so that changes in performance as time goes by are also discussed Agents should then be fully aware that their performance is being monitored and acted upon on an on going basis and will adapt their behaviour accordingly Complaints from callers should always be written down and fully addressed At a minimum agents should have a Complaints form to fill in whenever a complaint is being made Reward Regular monitoring sessions will improve agent performance but the best way to get the best out of your agents is to reward them for good performance This may take the form of weekly prizes or performance related pay OrderlyStats provides a number of information points that can be used as the basis of a reward system such as Team bonus for overall Answer Rate or Service Level targets Individual bonus for shortest mean talk time Bonuses for quickest answer Prize for most calls answered Agen
35. estart OrderlyStats so that the agents can be logged in and out and dynamically reassigned to different queues on the fly Each Agent is assigned their own unique colour automatically by the system which is used consistently in all reports and displays Note You can change the name displayed for each Agent by editing the Description field for the Agent in the OrderlyStats Agents page see below Most call centres edit this to show the agent s full name Next to the Agent s name is a status field This shows one of The Agent is not in wrap up and is waiting for a call to come in Waiting A call has been placed to the Agent s phone which is ringing The Agent is on a call Details of the call are also shown The Agent has hit the Pause button in the Agent Toolbar No more calls will be placed to the agent until they hit Resume The Agent is busy on a call from another queue or is making an Inbound or Outbound call This is shown in the INBOUND and OUTBOUND sections if a Agent that is currently Logged Off is making or receiving a direct call The Agent is making an Outbound call which has not yet been answered Logged Off 2 3 Queue Status The Control Panel contains a section for each queue At the top of each section is summary information for each queue Queue Name The name of the Queue You can click on this link to go direct to today s OrderlyStats Report for the queue New in 10 7 You can now also gi
36. f after 17 00 and at around midday Month By Month and Year By Year Depending on the date range chosen you may also be presented with a Month by Month or Year by Year chart as the default You can change between different views using the Chart Type pull down as before Page 40 of 65 6 5 Service Level and Caller Retention This part of the report shows you how quickly you can answer your callers and how patient your callers are 100 Percent th Answered Within gh Still Waiting After Service Level Answered Within Service Level figures are shown with the green bars Move your mouse over any green bar to show you the percentage of calls answered within that time Only calls that get answered are used to generate this series For instance many call centres have an 80 20 service level which means 80 of callers are answered within 20 seconds You can find out how many callers were actually answered within 20 seconds by mousing over the second green bar 18 in this case The graph does not go up to 100 on the right hand side unless 100 of calls are answered Caller Retention Still Waiting After Caller Retention figures are shown with the red bars Only calls that are abandoned are used to generate this series The figures show the percentage of calls still waiting on hold after a certain amount of time For instance at Os the call centre still has 100 of its calls waiting as no one has had a chance to hang up
37. from the pull down takes the agent off pause First activate the feature by editing the usr share orderly tomcat webapps orderlystatsse WEB INF web xml file and uncomment or add the OrderlyStatsWrapCodes section lt Uncomment to enable OrderlyStats Wrap Code support in toolbar and reports gt lt context param gt lt param name gt OrderlyStatsWrapCodes lt param name gt lt param value gt true lt param value gt lt context param gt Then to create your wrap codes insert into orderlystats notecode accountid id label type values 1 10 My WrapCode 1 commit The WrapCodes will be shown in the numerical order of the id s in this table You will need to restart OrderlyStats SE for these changes to become active 8 7 LogoutCodes You can also track the reasons why your agents are not taking calls with Logout Codes which indicates why an agent has logged out in the Session Log for the agent Logout Codes should be used for things like Break Lunch etc where the reason the agent is not taking a Call is not dependent on the previous call To enable the Logout Code feature First activate the feature by editing the usr share orderly tomcat webapps orderlystatsse WEB INF web xml file and uncomment or add the OrderlyStatsLogoutCodes section lt Uncomment to enable OrderlyStats Logout Code support in toolbar and reports gt lt COnvLext param gt
38. hows the total minimum mean and maximum time spent in the queue s by all callers Hold Time Histogram Clicking the Mean Hold Time link displays the Hold Time histogram Hold Time All Calls Bin Size 10seconds Normal Cumulative 300 Total Minimum Mean Maximum Count 35h 5m 35 2s 0 7s 1m 29 0s 15m 13 1s 1419 We can see that again although the mean hold time is 1m 29s most callers do not wait that long Seats Working Every time a call is answered the number of agents answering calls at that moment is recorded in the database as the Working figure This row shows the minimum mean and maximum number of agents working over the Date Time Period NOTE This row is not available when multiple queues have been selected for an aggregate report Seats Needed Every time a call enters the queue the number of calls in progress including queued and answered calls is written to the database as the Needed figure It shows the number of agents that would be needed to answer every call as it came in This row shows the minimum mean and maximum number of agents needed over the Date Time Period NOTE This row is not available when multiple queues have been selected for an aggregate report Entry Position OrderlyStats also records the entry position of every caller that joins the queue A position of 1 means first in line i e queue is empty when caller joins Entry Position Histogram You can click on the Mean Entry Position
39. ify during which periods of the day you would most benefit from more staff 7 1 Calling Back your Callers If a caller has called you and presented their Caller ID but not got through then you should make the effort to call back that caller later in the day when your agents have some free time The Unanswered Callers Log see above in OrderlyStats is tailored to help you do this entries disappear from this log if the caller calls back in and is answered or if an outbound call is made to the caller However this is a manual process Your team leader will need to set aside some time during the day to make the call backs 7 2 OrderlyQ OrderlyQ is a queue optimisation system from Orderly Software that works with OrderlyStats to improve your answer rate The way OrderlyQ works is as follows 1 When long queues form each caller is given an individual estimated wait time and encouraged to hang up and then call back in after that time 2 When the caller calls back in OrderlyQ recognises the callers caller ID and put the caller straight to the front of the queue for immediate service OrderlyQ is very popular with callers with 33 of callers preferring to hang up and call back with an announced wait of 2 minutes At 3 minutes or more over 80 of callers choose to hang up and call back rather than wait on hold This turns the negative experience of hanging up in frustration into the positive experience of having one s place
40. iltered version of the All Callers Log in which only answered calls are shown Unanswered Callers Table The Unanswered Callers Table is the next section and looks like this Unanswered Callers Total Min Men Max Hold Time 68h 9m 36 6s 0 0s 1ams 6 s 35m 19 5s Entry Position 1 if 5 9 reii 16 Exit Position 1 4 9 15 Total Known Number Unknown Timed Out Unanswered Calls 3575 36 3 3161 36 2 414 37 2 o0 Unanswered Callers 688 16 0 274 8 6 As before Histograms are available for Hold Time Entry Position and Exit Position which is the position at which abandoning callers leave the queue Abandonment Rate The Unanswered Calls row shows your Call Abandonment Rate 36 3 in this example The Unanswered Callers row shows the Caller Abandonment Rate between 8 6 and 16 0 in this example A Caller is counted as Unanswered if that caller is not answered on any call over the course of the Date Time period Timed Out Calls If you have set your queue to time out calls after a certain amount of time in your queues conf then the number of timed out calls is shown here Unanswered Callers Log The Unanswered Callers log is designed to help you keep track of callers that haven t got through NOTE This log is customised to help Call Centre Managers keep track of callers who may benefit from an outbound call back from the call centre This log is filtered from th
41. ime actually spent talking to callers Session Logs Session by session logs are available for each agent by clicking on the Mean Session Time link Session logs for all agents can be reached by clicking on the Session Time link at the top of the table Page 12 Agent Start End Duration H Jodie 04 Feb 2009 16 55 33 04 Feb 2009 17 02 12 6m39s H Jodie 04 Feb 2009 15 41 20 04 Feb 2009 16 15 30 34m 9s H Monique 04 Feb 2009 13 21 24 04 Feb 2009 13 23 42 2m 17s H Jodie 04 Feb 2009 12 08 21 04 Feb 2009 14 48 49 2h 40m 28s H charles 04 Feb 2009 09 50 37 04 Feb 2009 17 03 24 7h 12m 47s H Dionne 04 Feb 2009 09 07 44 04 Feb 2009 17 03 25 7h 55m 41s H matt 04 Feb 2009 00 03 47 04 Feb 2009 00 04 35 47s E jodie 03 Feb 2009 16 41 47 03 Feb 2009 16 46 18 4m 31s H Jodie 03 Feb 2009 16 01 34 03 Feb 2009 16 34 57 33m 22s E ioie 03 Feb 2009 13 38 39 03 Feb 2009 14 06 16 27m 37s E Dionne 03 Feb 2009 11 23 24 03 Feb 2009 17 03 42 5h 40m 17s H Grace 03 Feb 2009 09 51 29 03 Feb 2009 17 03 44 7h 12m 14s H charles 03 Feb 2009 09 17 04 03 Feb 2009 17 03 43 7h 46m 38s H Cherie 03 Feb 2009 09 00 35 03 Feb 2009 17 03 46 8h 3m 10s H cherie 02 Feb 2009 09 57 54 02 Feb 2009 10 30 24 32m 29s H Cherie 02 Feb 2009 09 57 08 02 Feb 2009 09 57 26 17s Hangups Section This section of the table shows the proportion
42. ing the relevant portion of the day e Mean and Max Needed Pink This is the mean and maximum number of agents that would be needed to answer every call as it came in during the relevant portion of the day You can use the Needed and Working figures to make staffing decisions For instance in the above chart there are two clear peaks of abandoned calls one centred on midday the other on 10pm Moving the mouse over the Working and Needed figures reveals this call centre needs an additional 2 agents more or less throughout the day NOTE The scale for the Staffing overlay is seats and is shown on the right hand side of the chart OrderlyStats Users Manual Times Mode You can switch any OrderlyStats chart into Staffing Mode by using the Show pulldown above the chart Show Times Interval 1 Hour v Start 08 00 End 17 59 Display As Graph v lt Announced Wait This changes the overlay to show the following information e Answered Hold Time This shows the mean time answered callers spent waiting to get through to your agents Higher values correspond to longer queues e Unanswered Hold Time This shows the mean time callers were prepared to wait before they hung up in frustration e Talk Time This shows the mean talk time for answered calls e Call Time This shows the mean call time hold time plus talk time for all calls e Announced Wait The mean announc
43. into a single queue to keep track of which number the caller actually dialled J xten gt myexten n Set statsGroupName VALUE Example A call centre is advertising three different numbers on its website to track caller behaviour All three numbers are answered by the same queue The Call Centre Manager wants to be able to check the proportion of callers calling each number exten gt ddil 1 Set statsGroupName Groupl1 exten gt ddil n Goto myexten 1 exten gt ddi2 1 Set statsGroupName Group2 exten gt ddi2 n Goto myexten 1 exten gt ddi3 1 Set statsGroupName Group3 exten gt ddi3 n Goto myexten 1 xten gt myexten 1 Answer xten gt myexten n Queue MyQueue Calls to the MyQueue queue will now be subdivided into three groups Group1 Group2 and Groups The different groups will be shown in the Call By Call logs and also the Call Breakdown section of the report Outbound Agent If you are using Local Channels as your queue members so they appear as Local XXXX agentcontext on your Agents page then OrderlyStats SE will only be able to detect outbound calls by any particular agent once that agent has taken an Inbound or Queued call The reason for this is that until this agent receives a call through the dialplan the system does not know which phone the agent is using so outbound calls from that phone cannot be ass
44. into your web xml file 8 9 Daily Update Emails OrderlyStats SE can also send you daily updates on the performance of your queues To activate this feature you will first need to add the JavaMail API classes to your Tomcat installation You can do this by visiting http java sun com products javamail and downloading the latest release as a zip file Unzip the file and find the mail jar file in the resulting folder This mail jar file must then be copied to your C ATALINA_HOME lib folder You will then need to edit your tomcat CATALINA_HOME conf server xml file adding the following section just before the closing lt Host gt tag lt Context path orderlystatsse reloadable true docBase usr share orderly tomcat webapps orderlystatsse workDir usr share orderly tomcat work gt lt Resource name mail Session auth Container type jJavax mail Session mail smtp host localhost gt lt Context gt lt Host gt You may need to edit this configuration it is assumed you have an SMTP mail server running on localhost to deliver the mail The mail will be sent with a from address of reports orderlyg com and the to address will be your master account sign in email Finally you will need to enable updates in the database by setting the hasupdates field for your account in the account table to 1 The updates will be sent to your master account email address When you ve finished making your changes restart
45. made the changes OrderlyStatts SE must be RESTARTED with etc init d orderlystatsse restart for the changes to take effect 1 2 Getting Started When you first run OrderlyStats you will be presented with a Getting Started page that looks like this Getting Started Now that your database is correctly configured it s time to create your master account Please fill in the fields below About Your Company Company Domain e g mycompany com Name Company Name e g My Company Time zone Europe London Greenwich Mean Time v About you Administrator Email Address Administrator First Name Administrator Last Name Choose a Password Repeat Password This data is used to create the initial OrderlyStats account The Company Domain Name should be entered without the preceding www and will form the basis of your Agent Logins for the Agent Toolbar It should be entered in lower case The Administrator Email Address will become the master account holder with all permissions and cannot be changed once created so choose this carefully Connecting to Asterisk OrderlyStats connects to your Asterisk installation over the Asterisk Manager Interface which is a TCP IP persistent connection Once you have entered your account details you will be shown a Wizard to hel
46. mn The Agent Call Log has an additional column Interval which shows the time the agent waited between hanging up the previous call and answering the next call NOTE You can use the Interval column to detect when agents are taking unscheduled breaks but are not using the Log Out or Pause features Agents Table The remainder of the Agents section shows the Agents Table This can be viewed in two modes Calls and Times that present different information in each case 6 7 1 Calls View Calls Section The Calls section shows the number of calls answered by each agent as well as the number of calls placed to the agent s phone by the queue system that were not answered Page Calls v Calls Answered Missed Contribution Per Hour Ba 3 201 34 as I angie 183 seo 16 4 33 Carol 171 3166 15 3 4 0 Eimear 158 1292 14 1 3 6 H Laura Hunt 152 3679 13 6 3 8 I Laurie 102 2142 9 1 2 8 E maria Cioplea 177 1657 15 8 Te E sarah 138 1794 12 3 k Es This section also shows the contribution each agent made to the queue In the above example Angie has taken the most calls in the queue and is the hardest working agent The Missed Calls column shows call attempts that have been placed to agents by the queue system but have not been answered If you are using a ringall queue strategy recommended then you can ignore this column If you
47. namically reassigned to different queues with the OrderlyStats Agents page Note On some versions of Asterisk Permanent Agents i e those listed in etc asterisk queues conf cannot be dynamically removed from queues To fix this issue simply remove the entry for the agent from queues conf and do an asterisk reload OrderlyStats will remember the association between the queue and the agent for you Note Only Agents that are Logged In and Available i e connected to your Asterisk are shown in the Control Panel You can get a snapshot of other agents who may be associated with a queue by running queue show QUEUENAME at the Asterisk CLI prompt In the display above we have agents of all three types associated with the Sales queue The SIP Agents are Phones that take calls from both the Sales and Customer Services queues which is why they are listed in both sections 2 2 Agent Status In the above example agent SIP 2002 is currently Paused i e in wrap up after taking a call and can be unpaused by clicking the Play icon P Dynamic Agents can also be Logged Out of their queues by clicking the Eject button amp next to the Agent s name NOTE If you cannot see the Eject button it means your agents are statically defined in your queues conf file which means OrderlyStats cannot log them out for you You will need to remove the lines that look like this member gt SIP 1001 and then restart Asterisk and also r
48. ng OrderlyStats use your browser to visit http my ip address 8080 orderlystatsse Note By default Tomcat listens on port 8080 If you have installed Tomcat as part of your Linux distribution the default port may be different on Debian it is 8180 You can change the default port in SCATALINA HOME conf server xml to suit your requirements If you are setting up an Asterisk based call center for the first time please see the Asterisk Queues Tutorial at http Awww orderlyg com asteriskqueues html for useful help and information on how to get things up and running 1 1 Connecting to Database The most common problem in installing OrderlyStats SE is that the database connection cannot be established If this happens then you will be presented with a Database Helper wizard that looks like this Congratulations you have successfully installed OrderlyStats SE However we were unable to connect to your database This page will help you get connected These are the settings currently defined in C eclipse workspace OrderlyStatsSE WEB INF OrderlyStatsSE xml jdbc mysql localhost orderlystats URL maene i Example jdbc mysgl myhost 3306 mydatabase Driver com mysql jdbc Driver You shouldn t need to change this value Username orderlystats Password orderiystats The Helper will display the location of your OrderlyStatsSE xml file which is where the settings are stored
49. nts are people at your call centre who take calls from Queues Asterisk supports three types of Agent that may be assigned to take queue calls 1 Agent Channels Example Agent 1001 These are defined in etc asterisk agents conf Agents log in to your Asterisk on particular extensions so agents can hotdesk between multiple phones Agents are associated with individual queues in etc asterisk agents conf and cannot be dynamically reassigned The Agent Channel mechanism has been deprecated as of Asterisk 1 4 and are not supported as of Asterisk 1 6 so they are not recommended All Agents that are not Agent Channels are Interfaces of which there are two kinds 2 Interfaces Phones Example SIP 2001 Agents of this type correspond to individual phones hardware devices in the call centre The phones are rung directly by the asterisk Queue system so calls to these Phones do not run through the Dialplan Permanent Interface agents of your queues are defined in the relevant section of etc asterisk queues conf Interfaces can also be dynamically assigned to queues through the OrderlyStats Agents page see below and can be dynamically reassigned on the fly 3 Interfaces Extensions Example Local 3001 main Agents of this type correspond to extensions in your Asterisk Dialplan extensions conf or extensions ael The extension may be configured to ring a specific phone or may have more complicated logic associated with it Extensions can also be dy
50. ociated with the agent until then The associations between Agents and Phones are stored in the database so even if you restart OrderlyStats SE every night recommended the associations will be kept You can also directly tell OrderlyStats SE which agent to associate a call with by adding a line like this to your outbound call flow exten gt _ n NoOp OQOutboundAgent Local agentnum agentcontext You will need to ensure that the agentnum dialplan variable has already been set to the correct identifier for the agent This is usually done by processing the CallerlD assuming that this has been set to the Agent s identifier already exten gt _ n Set agentnum s CALLERID num 8 2 Transfer Box and Pulldown When an agent is on a call the Agent Toolbar can be used to transfer callers by clicking on the name of the Queue the caller has come from Internet lk Time Queue Status m 35s 3 Waiting Agents can type in an extension and hit the Transfer button to transfer the caller to the relevant extension NOTE By default the callers current context is used for the transfer If the target extension is not defined in this context the call will be hung up and you will see a message like this in your asterisk output Channel XXXXXXX sent into invalid extension foo in context bar but no invalid handler NOTE You can also set the context that will be used for transfer by se
51. of calls that were ended by the agent hanging up by the caller hanging up or by transfer Hangups Agent Caller Number Percentage F Cherie 209 557 27 3 72 7 Bi Michael 377 594 38 8 61 2 Mi Rachel 0 569 0 0 100 0 W charles 121 1083 10 0 90 0 E Dionne 338 573 37 1 62 9 Hodic 15 90 14 3 85 7 C Claire 42 108 28 0 72 0 As a general rule you should try to ensure that it is the caller that is hanging up first as otherwise the caller may perceive poor customer service or worse your agent may be double picking In the above example Rachel is displaying the ideal behaviour as it is the caller that is hanging up in 100 of cases Michael on the other hand may be in need of further training as he is hanging up the calls 38 8 of the time 6 7 2 Times View By changing the pulldown from Calls to Times the following new information is shown Talk Time Session Time Page Times v Ring Time Talk Time Wrap Time Total Mean Total Mean Total Mean Ba 31m 52 25 8 0s 3h 50m 57 7s 6m 4 75s 1h 20m 17 4s 2m 6 85 E angie 2h 29m 42 0s 8 4s 19h 2 35 6m 13 8s 13h 49m 59 9s 4m 32 15 I carol 8h 24m 43 25 9 1s 15h 31 35 5m 16 0s 9h 51m 17 8s 3m 27 5s Eimear 3h 30m 37 9s 8 75s 13h 57m 23 0s 5m 18 0s 13h 56m 5
52. om queue Wait Warning 45 Seconds Transfer Extension sales Talk Warning 180 Seconds Auto Pause 30 Seconds ee 45 Seconds The Transfer Context and Transfer Extension fields allow you to set an Asterisk context and extension to send calls to in the Queue pulldown on the Agent Toolbar so agents can transfer callers without touching their phones The Alias allows you to enter a human friendly name for the queue which will then show throughout the system The Auto Pause feature automatically pauses an agent at the end of every call to that queue Unlike the Asterisk Auto Pause feature the agent is paused for ALL QUEUES not just the queue they took the last call from so your agent won t be disturbed by calls from other queues while he she completes a wrap up task Wait Warning Talk Warning and Pause Warning are as described in Section 2 6 Deleting Queues OrderlyStats SE cannot detect when queues have been deleted from your Asterisk sorry about that so after you have deleted an Asterisk queue you will need to manually delete the queue from OrderlyStats with the Delete button Please make sure your queue is no longer appearing in queue show output before hitting Delete otherwise your queue will be recreated automatically You can then choose whether the historical stats are also deleted at the same time as the queue 6 OrderlyStats Reports You can access the OrderlyStats historical reports by following the Reports
53. om the Admin page on a queue by queue basis so you can have different thresholds for different queues 2 7 Custom Wallboard In addition to the Control Panel OrderlyStats also contains a custom Wallboard application that you can access by clicking the Wall symbol E next to each queue name in the Control Panel The Wallboard shows information about a specific queue 1 Waiting 68 Total Callers 64 Answered Callers 3 D Callers 4 5 Unanswered 15s Ave Wait Time 2m 5s Ave Talk Time The Wallboard supports the following HTTP Parameters scaling A figure to indicate the desired text size The default is 100 bigger values make the text bigger bg By default the Wallboard has the same background colour as the queue it is showing You can change this by setting the bg parameter FFFFFF is pure white fill By default the Wallboard will fill the entire page Set this to false to disable this refresh The rate at which the Wallboard refreshes in seconds The default is 10 showAvailable If set to True then the Wallboard will also show the number of available agents fill HINT If you want to show multiple wallboards on a single screen you can easily do this by writing your own HTML page using IFRAME tags with the SRC set to the URL of each Wallboard 2 8 Agent Board and Outbound Board By clicking the Agent Board link in the Control Panel you can also get a view of your call centre broken down b
54. p you get connected If you haven t already enabled Asterisk Manager then you will need to follow the instructions on this page before proceeding You will also need to configure your Asterisk with a Manager username and password for OrderlyStats to use The default settings are to connect to Asterisk on the same machine localhost on the default port 5038 The Wizard will help you debug any problems connecting to Asterisk Once you have successfully connected the settings are stored in the database NOTE If OrderlyStats and asterisk are running on different machines you may need to add an exception to your firewall to allow inbound traffic on port 5038 If you are using iptables it will look something like this A INPUT p tcp m tcp dport 5038 j ACCEPT Automatic Self Configuration When OrderlyStats SE first connects to your Asterisk installation it will automatically detect any queues you already have defined and also the agents that are attached to the queues If you need to create new agents or queues later OrderlyStats SE will detect them automatically too so you don t have to worry about adding them manually You will then be presented with the login screen Please enter the Admin email address and password you chose in the Getting Started section to continue 2 Real Time Control Panel The Control Panel view provides information about all your qeues at a glance It is often used as a Wallboard display s
55. que in that the Control Panel is fully Real Time Rather than refresh every 30 seconds the Control Panel maintains a persistent connection between your browser and the OrderlyStats server so events at your call centre are displayed instantly as they happen This persistent connection runs on TCP IP port 8081 by default so if this port is not accessible you will see a red WARNING message on the Control Panel after a few seconds If this happens you should consult your firewall administrator to get access to this port enabled If you are running iptables on your OrderlyStats machine you may need to add a rule like this A INPUT p tcp m tcp dport 8081 j ACCEPT Agent Event Warning You may also see a yellow WARNING appear when your agents first start answering calls advising that you need to enable Agent Events OrderlyStats needs these extra events to function properly so if this appears you need to edit your queues conf and add the line eventwhencalled yes to every queue not just the globals section You will then need to restart asterisk a reload won t do The warning will disappear once the first call to the queue is answered by an agent The example call centre shown above has two queues defined in etc asterisk queues conf CustServ and Sales Note If your queues are instead defined in astdb OrderyStats will detect these queues automatically when the first call is routed to each queue 2 1 Queue Agents Age
56. rking NOTE You can drill down by clicking on any bar to show the OrderlyStats Report for that day As this chart spans multiple days there is a new pull down Chart Type which allows you to choose between Day By Day mode Average Day of Week and Average Time of Day Page 38 of 65 OrderlyStats Users Manual Average Day of Week Chart This chart shows averaged figures for each day of the week as follows Click on a Day column to drill down jh Answered Calls Returned Calls jj Dialled Calls qj Unreturned Calls o Max Needed Mean Needed Max Working Mean Working So this call centre is over twice as busy on Mondays as on Saturdays The call centre needs an additional three agents on Sundays on average to fully cope with the demand Page 39 of 65 OrderlyStats Users Manual Average Time of Day Chart This chart shows the averaged caller profile at different times of day during the period Show Staffing v chartType Avg Time of Day Days Fridays v Interval 1 Hour Start 08 00 End 17 59 Display As Graph il Dialled Calls il Unreturned Calls Max Needed The chart can be drawn up for varying selections across all days across individual days of the week across all weekdays and also across weekends The example above shows all Fridays in November The call centre would consistently benefit with extra staf
57. rlyStats of events on remote Asterisk servers to which OrderlyStats is not directly connected for instance outbound calls made by agents on secondary Asterisk servers You can also use the Gateway to populate the stats reports for instance if you are running a call centre simulator To use the gateway simply send an HTTP request of the following form to OrderlyStats http my ip address 8080 orderlystatsse realtime gateway jso 7 PARAMETERS where Parameters is a list of HTTP parameters param1 value1 amp param2 value2 The following GET and POST parameters are supported action Mandatory for all requests Allowed values are JOIN for queue join ANSWER for agent answer HANGUP for caller hang up without answer CALLEND for end of answered call queue the name of the queue being joined or INBOUND OUTBOUND for non queued calls Mandatory for all requests agentid The System ID of the agent interface concerned from the agents page This parameter must be included for ANSWER and CALLEND and also JOIN if the queue name is INBOUND or OUTBOUND callerid The CallerlD of the caller Defaults to unknown if absent identifier A unique identifier for the caller This must be a valid Asterisk channel descriptor e g SIP 1001 0001 Mandatory for all actions reason For CALLEND events only Specifies the reason for the end of the call May be CALLER when the caller has hung up AGENT when the agent has hung up or TRANSFER
58. saved The system eliminates complaints even with very long wait times Even the minority of callers that choose to wait on hold do not complain as they have been given the choice of whether to wait on hold or not Callers also get through with much less waiting on hold in fact the callers that do chose to call back later make the whole queue run more smoothly so everyone gets through more easily Average queue size is typically reduced to less than one quarter of its former value Because callers get through more easily on their first and second calls caller churn is eliminated and abandonment is typically slashed to ess than one third of its former value This also means the call centre is able to answer more callers without hiring additional staff making the call centre very much more profitable and cost effective OrderlyQ is most suitable for call centres with a 50 to 95 answer rate OrderlyQ is only available from Orderly Software and its resellers If you are interested in finding out more Orderly Software offers a FREE TRIAL of this unique solution 7 3 OrderlyDialler If you already have an answer rate of greater than 95 or if you don t want to encourage your callers to hang up and call back later then OrderlyDialler may be right for you OrderlyDialler automatically calls back callers that haven t got through to your agents at a more convenient time OrderlyDialler is also available on a FREE TRIAL basis plea
59. se contact your Orderly Software representative for further information 8 Advanced Features This section details a number of advanced features of OrderlyStats that may be of use to you 8 1 Call Variables OrderlyStats stores several pieces of data in the call logs These data points are usually generated automatically but can also be supplemented and or overridden Overriding CallerlD You can override the CallerlD that is stored and displayed in the OrderlyStats logs by executing the following in your asterisk Dialplan xten gt myexten n Set statsCallerID VALUE Example Consider a call centre that has multi skilled agents The call centre is using the CallerID display on the agent s phones to tell the agent which queue the caller has come from like this xi n gt myexit n gt myext n n Set CALLERID num MyQueue n n Queue MyQueue cat at x This has the benefit of showing the queue name in the CallerlD field but will mean that all CallerID information in OrderlyStats is lost as the CallerID is captured when the caller joins the queue To overcome this limitation the original CalleriD should be stored before it is overwritten like this xten gt myexten n Set statsCallerID CALLERID all1 xten gt myexten n Set CALLERID num MyQueue xten gt myexten n Queue MyQueue Overriding Queue Name
60. t of the Week award The bonuses do not have to be of a large monetary value even a Mars Bar will do What is important is that the prizes are given publicly so agents are engaging in positive competition to be the best Improve Your agents can only answer calls as fast as their systems will let them Your agents can therefore help you identify places where your business process can be streamlined Once you have your agents performing at peak efficiency there are still furthers ways of improving your answer rate e Reduce Call Volumes This means taking less calls You can achieve this by directing callers to your website in your on hold messages and by scaling back or staggering your advertising and or mail shots e Reduce Talk Time This may involve upgrading Agent systems so they can deal with customer queries more quickly Eliminating time spent complaining can also significantly increase answer rate e Reduce Wrap Time This may involve upgrading Agent systems so they can perform after call work more swiftly or moving more of the after call fulfilment work to a separate team Ideally your agents should be able to answer the next call as soon as the previous one has ended e Increase Staffing This is very expensive and should be considered as a last resort as there are other technical solutions you can adopt see below If you have exhausted all alternatives then the OrderlyStats Working and Needed charts will help you ident
61. team s 6 3 Summary Tables The first section of the report contains three tables displaying summary information about your callers All Callers Table The first table contains summary information about all callers reaching your queue s during the Date Time period ee e Total Min Mean Max Call Time 727h 53m 49 15 3 45 4m 25 95 12h 54m 19 6s Hold Time 305h 38m 33 4s 1 6s im 51 6s 52m 3 8s Seats Working 1 3 6 10 Seats Needed 1 6 6 18 Entry Position 1 3 8 16 Total Known Number Unknown Jumped Out Number of Calls 9856 8743 88 7 1113 11 3 O 0 0 Number of Callers 4289 3176 74 0 1113 26 0 O 0 0 NOTE The All Callers heading will take you to the full call by call log for the period Call Time The Call Time row shows the total min mean and max time for each call from the time each call enters the queue until the time the call ended Call Time Histogram Clicking on the Mean Call Time link opens the Call Time Histogram Call Duration All Calls Bin Size 10seconds Normal Cumulative 15 Ee Pieper nme Wf oy Total il Minimum Il Mean Maximum count 67h 46m 35 25 0 3s 8m 55 15 38m 50 45 456 This shows the distribution of call durations across all the calls allowing you to visualise the mean modal and median values Mean Value The Mean value is the total call duration
62. tension e g Local 1001 main to the system Inbound and Outbound calls to from this new Agent will then be tracked even if the Agent is not assigned to any queues 4 Agent Toolbar To access the Agent Toolbar you must first set up a Username and Password for the Agent in the Agents Page see above If you are already logged in to the Control Panel you should also log out with the Sign Out link in the left navigation menu Then log in with the Username and Password you entered in the Agents page You should see an Agent Toolbar like this Agent Status Caller ID Answered Talk Time Called Wait Queue Queue Status Log Out Talking 08450045413 2004 17 24 37 10s 17 24 34 2s Sales Empty The Toolbar shows details about the current caller including the wait time so your agents can apologise for the wait if it s been a long time Repeat callers are shown in Yellow The Toolbar also shows the Queue the call came from so agents can greet the caller appropriately if they are members of multiple queues There is also a scrolling status display showing how many callers are waiting in each queue NOTE The first time you access the Agent Toolbar you may need to set your browser to allow popups from the OrderlyStats server NOTE The Login Logout button WILL NOT WORK if your agents are listed with member gt in your Asterisk queues conf The reason for this is that in Asterisk 1 6 agents listed in queues conf
63. th callers in the shortest time at 2m 57 4s which is just over half the time Charles spends talking to callers at 5m 18 2s each This may indicate that either Charles or Jodie needs training to spend longer or shorter with the caller A histogram of the talk times for each agent is available by clicking on the link in the Mean Talk Time column NOTE Worried that one of your agents might be Double Picking To find out for sure look at the Talk Time histogram for that agent and see what proportion of calls are less than 10 seconds in duration A high number means the agent is Double Picking Double Picking is a practice some agents adopt to increase their answer rate in which they will answer the phone hang up on the caller and then answer the next caller This provides very poor service to the callers but can make the agen s answer figures look good at least superficially Wrap Time Section This section shows the total time each agent spent in Wrap Up after each call The time is counted from the end of the call to the time the agent hits the Resume button to leave wrap up Mean wrap up total wrap time number answered calls is also shown Wrap Time Tota Mean Cherie 33h 3m 54 0s 2m 35 45 BB Michael 32h 25m 36 2s 2m 0 25 I Rache 13h 53m 32 8s 1m 27 9s I charles 30h 41m 15 5s 1m 31 85 Dionne 33h 14m 35 4s 2m 11 45 Bl odie 6h 51m 31
64. ts that a Ifthe phone rings answering the phone takes priority over any other task and b The Team Leader has the authority to pull agents off other tasks in order to answer phones If you have multiple queues you should assign a Call Centre Manager with overall responsibility for all aspects of your call centre and have the Team Leaders report to the Call Centre Manager on a weekly basis The number one consideration and priority should always be answer rate Inform Your agents want your callers to be happy so that they themselves have an easier working day You can therefore gain the greatest improvement in answer rate simply by making sure your agents are fully informed of current performance and demand OrderlyStats has two tools to help you do this The first is the Agent Toolbar which alerts agents continuously to the size of the queue so they will know when it s not a good time to take breaks Most OrderlyStats users also use the Control Panel as a wallboard display This then shows the agents their performance so far today the size of the queue and also the status of the other agents so they know who else is taking calls See also the Custom Wallboard section in Advanced Features later in this manual This also shows the Team Leader any agents who are not answering calls for whatever reason and allows action to be taken accordingly Monitor Although a significant improvement is possible simply through having your ag
65. tting the TRANSFER_CONTEXT channel variable in your dialplan before the caller enters the queue like this queue context exten gt 1 1 Set TRANSFER CONTEXT some other context exten gt 1 n Queue MyQueue some other context Exten gt X 1 NoOp The caller will be transferred here Queue Pulldown You can also pre populate the Queue pulldown to instantly transfer callers to different queues To populate the pulldown just edit the Queue Settings on the Admin page 8 3 Agent Pops You can have the Agent Toolbar automatically open a web page for your agents to deal with the caller when the caller is answered There are two ways to do this 1 By setting the URL parameter of the Queue application in your dialplan or 2 By setting the popur1 database field for the queue in the orderlystats_ acdqueue database table The popped URL will be shown inside the Agent Toolbar window and will remain in place until the agent answers the next call For an example of this in use please see the Notes and NoteCodes section below NOTE The agent pop will stay visible until the agent answers the next call by default If you wish to change this so that the agent pop is only cleared if the next call has its own agent pop then please add uncomment the following code in your usr share orderly tomcat webapps orderlystatsse WEB INF web xml file lt Uncomment to keep agent pops open even if th
66. ve your queues an Alias The Alias will be displayed instead of the Queue Name wherever it appears This is useful for systems like FreePBX and Elastix which give numeric names to your Asterisk Queues Please see the Admin section for further details Calls Answered The first figure is the number of calls answered so far today The second figure in red is the number of abandoned calls so far today The next two figures show the same data expressed as a percentage so you can keep track of your Answer Rate and Abandonment Rate at a glance This information is reset each day just after midnight People Queued This shows the total number of calls currently waiting in the queue Working Needed The first figure keeps track of the number of agents actually answering calls at the current moment i e the number of agents actually Working The Needed figure shows the number of agents that would be required to answer all the calls placed to the queue These figures are also stored in the historical reports so you can use the reports to identify hot spots of caller demand where you would benefit from additional staff Pause Ring Talk Wait This shows the number of agents in each state at a glance 2 4 Taking a Call When a call comes in to the queue the caller is shown straight away Agent Status Answered Talking Called Wait Caller ID amp sip 2001 Ringing 4 _ SIP 2002 gt Paused 16 12 56 20s 08450
67. you to edit control panel users and privileges Users First Name Last Name Email Password Admin Agents Queues T user2 mycompany coi pass O d All Add User Save Changes Licence Max Agents Unlimited Max Servers Expires Never Sat Feb 07 Licence a Auto Renew 15 57 34 GMT 2009 Renew Now 5 1 Users Section The first section allows you to create delete and modify secondary users This is useful for creating multiple logins to OrderlyStats for your team leaders There are currently two privileges you can assign to each user Admin This privilege allows the user to access the Admin screen Agents This privilege allows the user to access the Agents screen You can also restrict the user to view specific Queues by clicking on the All link This is useful for creating Wallboard displays or restricting access to specific teams in both the Control Panel and Reports WARNING If a member of staff is a team leader who also takes queue calls you should not use the same email address for the toolbar log in on the Agents page as the User log in on the Admin page 5 2 Licence Section The Licence section helps you manage your OrderlyStats Licence please contact Orderly Software directly if you need any licence assistance 5 3 Queues Section This shows a section for each of the queues defined on your Asterisk like this Sales Alias NewSales Transfer Context fr

OrderlyStats Users Manual

Contents

Download Pdf Manuals

Related Search

Related Contents