‎Self Monitoring- Voice | Sprinklr Help Center

Self Monitoring- Voice

Updated

5 days ago

A Self-Monitoring Voice Report is typically used to track and assess the performance of voice interactions of the agents. It allows individuals or teams to monitor their own performance based on predefined metrics or KPIs. In contexts like contact centers, a self-monitoring voice report can help agents identify areas for improvement in their communication skills and address any challenges they may face in real-time.

Scenarios in which Self Monitoring-Voice Reports are used

Agents can use the self-monitoring voice report to assess their own performance, identify areas for improvement (e.g., call handling time, Calls offered, abandoned calls and pending ACW count , etc), and track progress over time.
Agents can use these reports to track daily targets, monitor login adherence, and review pending ACWs (After Call Work) and calls.

Dashboard Sections

Let’s deep dive into the dashboard sections:

Performance Overview: The Performance Overview tab provides a concise summary of key metrics, offering a quick snapshot of an agent's overall performance.
Inbound: The Inbound Call Summary is a report provides an overview of key metrics related to inbound calls handled by agents. This summary helps assess the efficiency and effectiveness of agents in handling inbound customer inquiries and can be used to identify trends and areas for improvement or to measure overall team performance.
Outbound: An Outbound Call Summary provides an overview of all outbound calls made by agents, including manual call summary, outbound call summary and dialler call summary.
Raw Data: The raw data report provides detailed insights into agent performance across all metrics of the Self-Monitoring Voice Report.

Performance Overview

Let's have a look at the metrics:

The Performance Overview Report is divided into 2 different types of reports:

Performance Overview: The Performance Overview Report offers a comprehensive summary of key call metrics, including the total number of calls offered, calls connected, abandoned calls, and after-call work (ACW) count.
Call Time Summary: The Call Summary Report offers an in-depth analysis of key performance metrics, highlighting the average handling time, preview time, outbound and inbound ring times, talk time, ring time, and after-call work (ACW) time. This comprehensive overview allows for a clear understanding of call flow and agent efficiency.

Let’s look at various metrics of various reports:

Performance Overview

Call Time Summary

Inbound Call Summary

The Inbound Call Summary is a report provides an overview of key metrics related to inbound calls handled by agents. This summary helps assess the efficiency and effectiveness of agents in handling inbound customer inquiries and can be used to identify trends, areas for improvement or to measure overall team performance.

Let’s have a look at the metrics :

Metric	Definition
Date	The date on which the event has occured.
Number of Calls Offered	Average time the agent took to fill the after call wrap up form on the interaction assigned to the agent. It is based on overall interactions handled. This is calculated for all voice cases/ calls only.
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.
Number of Abandoned Calls	Number of abandoned calls where customer didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent.
% Connected Calls	% of calls connected over total number of offered calls with respect to the particular agent.
Ring Time (Agent)	Total time call spends ringing on an agents console, post offer is made to the agent - for both Inbound & Outbound Calls.
Average Inbound Ring Time	Average Inbound Ring Time based on number of inbound calls which were offered to the agent.
Talk Time (Agent)	Total talk time of the agents on the calls.
Average Talk Time	Total time spent by agents talking on the call / Number of connected calls.
Hold Time (Agent)	Total time for which customer was put on hold.
ACW Time (Agent)	Time spent filling the ACW by the agent based on values selected in "Standard Metrics Screen".
Average ACW Time	Average time the agent took to fill the after call wrap up form on the interaction assigned to the agent. It is based on overall interactions handled. This is calculated for all voice cases/ calls only.
Handle Time (Agent)	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "Standard Metrics Screen".
Average Handle Time	Average of total handle time as per values selected in "Standard Metrics Screen" over total number of connected calls.
IVR Transfer Initiated	Total IVR transfers which an agent initiated.
Transfer Initiated (Blind/ Warm)	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Blind Transfer Initiated	Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue.
Warm Transfer Initiated	Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue.
Transfers Received (Blind/Warm)	Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console
Blind Transfers Received	Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected).
Warm Transfers Received	Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call).
Ring Time (Agent)	Total time call spends ringing on an agents console, post offer is made to the agent - for both Inbound & Outbound Calls.
Pending ACW Count	Pending ACW for Calls Eligible for ACW.

Outbound Call Summary

This report provides comprehensive insights about outbound calls. This report is divided into 3 different types of reports:

Outbound Call Summary: An Outbound Call Summary is a report that provides key details of outbound calls made by agents, typically generated automatically by the system. It includes information such as the call outcome (e.g., connected, voicemail, no answer), call duration, customer response, and any actions taken during the call. This summary helps track the effectiveness of outbound campaigns and monitor agent performance.

Outbound Call Summary

Let's look at all the various metrics of Outbound Call Summary:

Name	Definition
Number of Offered Calls	Number of calls which were offered to the agent inc both inbound and outbound calls.
Number of Connected Calls	Number of calls where agent and customer both connected on the call for just outbound calls.
Number of Dialer Calls Attempted (Agent)	Number of outbound dialer attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Dialer Calls Connected (Agent) Custom	Number of outbound manual calls which were attempted by the agent and customer connected on the calls i.e agent and customer both connected on the call.
Number of Manual Calls Attempted (Agent)	Number of outbound manual calls which were attempted by the agent.
Number of Manual Calls Connected (Agent)	Number of outbound manual calls which were attempted by the agent and customer connected on the calls i.e agent and customer both connected on the call.
Number of Scheduled Callback Attempted (Agent)	Number of scheduled call backs attempted by agent.
Number of Scheduled Callback Connected (Agent)	Number of scheduled call backs connected by agent.
Number of Abandoned Calls	The total number of abandoned calls, where the agent did not connect in the case of inbound calls after the offer was made to the agent.
% Connected Calls	% of calls connected over total number of offered calls with respect to the particular agent.
Manual Call Pre Call Prep Time (Agent)	Total time spent by the agent preparing before the manual call.
Manual Call Pre Call Prep Time (Agent)	Total time spent by the agent preparing before the manual call.
Preview Time (Agent)	Indicates the preview time spent by the agent on call in cases of outbound call.
Average Preview Time	Average of Preview Time (Agent) based on number of preview calls dialed out from the system (only for outbound calls).
Customer Dial Time (Agent)	Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls).
Ring Time (Agent)	Total time call spends ringing on an agents console, post offer is made to the agent - for both Inbound & Outbound Calls.
Average Outbound Ring Time	Average time call rang on agent console for outbound calls where customer first connected on the call.
Talk Time (Agent)	Total talk time of the agents on the calls.
Average Talk Time	Total time spent by agents talking on the call / Number of connected calls.
Hold Time (Agent)	Total time for which customer was put on hold.
Average Hold Time	Total time spent by agents on hold / Number of Connected Calls.
ACW Time (Agent)	Time spent filling the ACW by the agent based on values selected in "Standard Metrics Screen".
Average ACW Time	Average time the agent took to fill the after call wrap up form on the interaction assigned to the agent. It is based on overall interactions handled. This is calculated for all voice cases/ calls only.
Handle Time (Agent)	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "Standard Metrics Screen".
Average Handle Time	Average of total handle time as per values selected in "Standard Metrics Screen" over total number of connected calls.
Pending ACW Count	Pending ACW for Calls Eligible for ACW.
Transfers Initiated (Blind/Warm)	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Blind Transfers Initiated	Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue.
Warm Transfers Initiated	Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue.
Transfers Received (Blind/Warm)	Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console.
Blind Transfers Received	Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected).
Warm Transfers Received	Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call).

The outbound call summary is divided into dialer call summary and manual call summary.

Raw Data

The raw data report provides detailed insights into agent performance across all metrics of the Self-Monitoring Voice Report. The raw data will have information pertaining to each call and deep dives and provides granular call level details. In this dashboard all the metrics enlisted in the above reports would remain same. Lets have a look at the different dimensions:

Name	Description
Date	Calendar date on which the activity occured.
Call Start Time	Exact time when the call started(both inbound and outbound).
Conversation ID	Indicates the unique ID associated with that particular call. There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID.
Case Detail	Associated to the event which includes Case ID, Case Subject and Description.
Direction	Indicates the direction of the call with respect to the customer. If the call is dialed in by customer it will be termed as inbound and if the call is dialed out by the sprinklr agent it will be termed as outbound.
Contact Center Phone Number	This will indicate the contact centre phone number from where the call is initiated (outbound - manual/ preview) or where the call is received (inbound and outbound predictive)
Number of Offered Calls	Number of calls which were offered to the agent inc both inbound and outbound calls.
Number of Inbound Offered Calls	Number of inbound calls which were offered to the agent.
Number of Outbound Offered Calls	Number of outbound calls which were offered to the agent.
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.
Number of Inbound Connected Calls	Number of calls where agent and customer both connected on the call for just inbound calls.
Number of Outbound Connected Calls	Number of calls where agent and customer both connected on the call for just outbound calls.
Number of Abandoned Calls	Number of abandoned calls where customer didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent.
Total Ring Time	Total time call spends ringing on an agents console, post offer is made to the agent - for both Inbound & Outbound Calls.
Total Talk Time	Total talk time of the agents on the calls.
Total Hold Time	Total time for which customer was put on hold.
Total Preview Time	Indicates the preview time spent by the agent on call in cases of outbound call.
Total Manual Call Pre-Call Prep Time	Total time spent by the agent preparing before the manual call.
Total Customer Dial Time	Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls).
Total ACW Time	Time spent filling the ACW by the agent based on values selected in "Standard Metrics Screen".
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "Standard Metrics Screen".
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.
Call Sub-Disposition	Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form.
Work Queue	The name of the Work Queue of which the particular call assigned to the agent was a part of or assigned from. In case the call transfers and multiple agents connected on the call, this will create multiple rows corresponding to each queue and agent combination.
Conversation Completition Status	This specify about the status of the call after it ends. For example - AGENT_NO_ANSWER, CUSTOMER_REJECTED, COMPLETED etc.
Voice Application	Name of the voice application configured in the system to receive or dial out the calls of the centre.
Customer Disconnect Time	Indicates the timestamp when the customer disconnected the call post joining the call. If the customer didn't join the call, this field will show blank.
Call End Time	This will indicate the call end or disconnect time irrespective of if agent and customer connected on call.
Is Manual Call?	Boolean field indicating True if the particular call is a manual call or not.
Is Scheduled Call Back?	Boolean field indicating if the call was a scheduled callback or not.
Transfers Initiated (Blind/Warm)	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Warm Transfers Initiated	Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue.
Blind Transfers Initiated	Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue.
Transfers Received (Blind/Warm)	Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console.
Warm Transfers Received	Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call).
Blind Transfers Received	Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected).
IVR Transfer Initiated	Total IVR transfers which an agent initiated.
External Transfers Initiated (Agent)	Number of times an external user or number is added to an ongoing call, either through the 'Add to Call' feature or via 'Transfer'. Note: This metric is counted at the time of initiation, regardless of whether the external party successfully connects or not.