Sangoma CX Supervisor Panel User Guide (Formerly Sangoma Contact Center)

( Sangoma Contact Center has been rebranded as Sangoma CX )

This guide is attended for those who have Sangoma CX Supervisor or Administrator level access, as that level is required to monitor Queues, Queue Groups, and Agents.

The Supervisor Panel is the default display when the Supervisor section is selected.

Once the Supervisor section is selected, the Supervisor Panel is displayed, and is divided into 11 sections, which contain the main information to manage the Sangoma CX operations.

The My Agents section displays, in real time, the total number of agents registered in the center, the total of logged in agents and the total of offline agents.

In addition, it is possible to see the number of ongoing calls, free agents and productive and non-productive breaks, followed by the occupancy rate as shown below:

 

 

If you want to see more detailed information, click on the arrow in the upper right corner of the section, to access Agents Monitor.

The Calls section shows in real time, the total number of calls segmented by inbound or outbound.

You can also see the percentage of calls:

• Answered

• Abandoned

• Dropouts

• Lost

• Callback

The Total number of calls includes the total number of calls completed and in progress. The values ​​in this table refer to the period from 00:00 to 23:59 of the current day.

If you want to know more details about these calls, click the arrow next to the top corner to access the Call History report.

 

Note: The information displayed in the Calls widget provides a system point of view, detailing all calls, including how many calls were answered, abandoned, dropped out, etc. Agents Performance and Queue reports do not consider calls such as dropouts that are not applicable for Agents or Queue answer rate calculations, so these reports if compared with the data provided with this widget may differ

The Longest Call Duration section shows the calls that have the longest answering time, at the moment, in each of the queues. If the maximum service time has been configured in the queue, the counter changes to red, indicating that the service time has been extrapolated.

If you want to know more details about these calls, click on the arrow in the upper right corner of the section to access the ATT and ASA History report.

The Longest Wait Time section shows, by queue, the time of the call with the longest wait time for an answer. If the maximum time that this call must be on hold has been configured in the queue, the counter changes to red, indicating that the queue's waiting time has been extrapolated.

If you want to know more details about these calls, click on the arrow in the upper right corner of the section to access the ATT and ASA History report.

The Mood section shows the percentage of the team's engagement with Pulse Check and the average grade given by the agents. Additionally it shows the number of votes in each of the moods.

If you want to see the details of the answers, click on the arrow in the upper right corner of the section to access Operators Monitor.

The Pause Violation section shows how many breaks are being used in real time and how many were used in the day. The total refers to the NR17 standard.

If you want to know who violated the break and how long the violation was, click on the number corresponding to the information you want to know. For even more details, click on the arrow in the upper right corner of the section to access the Break History report.

 

Note:

By default the pause start time is set when an agent selects a Pause option even if the agent is currently still on a call.

Please review the How is Productive and Unproductive Pauses Calculated article to ensure you clearly understand how the Agent Pause Times are calculated in the reports and monitoring tools.

 

The Calls Waiting section shows in real time, by queue, the total number of calls that are waiting. Additionally it shows within each queue:

 

 

To see all rows, click show all at the bottom of the section. If you want to know more details of the calls that are on hold, click on the arrow in the upper right corner of the section to access Queue Monitor.

The SLA Duration section shows in real time, by queue, the SLA duration of calls for each of them, as configured in the queue. If the SLA is lower than configured, the SLA color will be red. To see all rows, click show all at the bottom of the section.

If you want to know more details, click on the arrow in the upper right corner of the section to access the Answered x Abandoned x SLA Calls report.

The SLA Wait section shows in real time, by queue, the SLA wait of each call for that day, as configured in the queue. If the SLA is lower than configured, the SLA color will be red. To see all rows, click show all at the bottom of the section.

If you want to know more information regarding the SLA Wait, click on the arrow in the upper right corner of the section to access the Answered Calls x Abandons x SLA report.

The CSAT section shows the CSAT survey responses in each of the rows.

If you want to know more details about the result of the CSAT survey, click on the arrow in the upper right corner of the section to access the Customer Satisfaction report.

The NPS Service and Enterprise sections show the responses to the NPS survey in each of the queues.

If you want to know more details about the result of the NPS survey, click on the arrow in the upper right corner of the section to access the Customer Satisfaction report.