Monitoring concepts

Monitoring provides a real-time view of the contact center entities and indicators. Monitor the contact center entities to improve the contact center performance.

Common tasks in monitoring

The common tasks used in monitoring are the following:

• Configure the monitoring time frame of the contact center and campaigns.
• Create and manage floor plans.
• Create business panels and business monitors.
• Create KPIs.
• Monitor the contact center performance.

Contact center entities and dimensions

Contact center entities are elements and parts of the contact center. For example, campaigns, agents, interactions, and contacts.

Dimensions represent the contact center entities that you can monitor using a business monitor or a KPI.

Difference between business panels and business monitors

Use business panels in Management Portal to create containers for business monitors. The content of business monitors is the data that the Altitude uCI Server retrieves from the contact center indicators to display in a graphical or tabular format. The content of business monitors depends on the definition of a time frame and filters.

Components of a business monitor

The main components of a business monitor are:

• Cube: A cube is a combination of dimensions that defines the context of the contact center indicators in a business monitor.
• Indicators: Indicators are counters and KPIs of the contact center entities.
• Time frame: The time frame defines the period of time to display the values of the indicators of the business monitor.

Monitoring details groups

The tab Monitoring of Management Portal contains groups of built-in and custom business panels for all entities in the contact center, divided by information type.

The monitoring details groups are the following:

• Operational profile: Overall information for the entity, for example, campaign assignments and alarms. Use the Operational profile details group to see the overview of the current state of the selected entity, any assignments, and current and past alarms associated with the entity.
• Inbound monitoring: Information about inbound interaction volume, origin and queue status. Use the Inbound monitoring details group to monitor the classification of inbound interactions and the interactions that are currently in the queue.
• Outbound monitoring: Information about outbound interactions, contact tries, and contact list status. Use the Outbound monitoring details group to check the progress of the outbound interactions, including the success rate of the contacts.
• Workflow monitoring: Information about workflow tasks and processes, regarding volume and status. Use the Workflow monitoring details group to evaluate the current and past handling of workflow tasks and processes.
• People monitoring: Information about the work of agents. Use the People monitoring details group to analyze the the work done by agents and decide the staffing needs of the contact center.
• Business monitoring: Group of custom business panels for the current context. Use the Business monitoring details group to view business counters, custom business monitors, and KPIs defined for the selected entity.
• Ongoing work: Information about the current work of the entity, for example, the current inbound calls or the scheduled contacts of a campaign. Use the Ongoing work details group to analyze the content of the queues for incoming and outgoing activities.
• Finished work: Information about all finished work of the entity. The Finished work details group contains historical information about all finished activities and recordings. Use the Finished work details group to analyze issues with interactions or business issues with individual contacts or contact lists.