KPI and selected user

KPI

KPIs are used to measure and/or identify critical factors which are supposed to be taken into account in the report.

  1. Select the KPI type of the report in the respective field:

Overview of KPI types in detail.
NOTICE! Reports refer to one, several or all users and to a selected period of time:

Recording

Description

  • Total Number

Overview of all recorded incoming, outgoing, internal conversations, meetings and uploaded audio and video files.

You can assign conversation types to this KPI type, see Conversation Type.

  • Recorded Calls To Total

Overview of conversations that have been checked according to the recording rules and saved subsequently. Displays the relation in percent or graphically as individual positions.

  • Total = all recording including duplicates
  • Recorded = actual recording including duplicates
  • Never Record = all recordings with no user in Recording Insights or recording rule Never Record.
  • No Start = recording on demand
  • Call Try = call could not be established
  • Error = any error scenario

You can assign conversation types to this KPI type, see Conversation Type.

Audit logs

Description

  • Current Calls

Overview of conversations running at the moment.

  • Audit Log

Audit log(s) with different audit events, see Audit events to create an audit log.

  • Calls With Problems

Due to an error, the call has not been recorded

Example for call with problems:

  • Metadata missing.
  • Audio file missing or with a length of 0.
  • Audio file contains silence only.
  • The length of the audio file does not equal the length of the metadata.
  • Active Users

Overview of active users: Teams status, available, busy, current display

  • User Check

Check of user activity The latest active recording is displayed.

−  Users without an active conversation receive the date 01.01.0001, 00:00 o’clock.

  • Health Check

Overview of the current state of the recording bot and of the service structures.

  • Service structures
    • Status displayed as 0, everything OK.
    • Status displayed as 1, an error has occurred.
  • Not Exported

Create an overview of conversations which have not been exported; indicates which recording have not beene xported in the course of an export job.

  • Exported

Overview of successfully exported recordings

Analytics reports

Wallboard

Description

  • Agents in Call

Overview of agents in a call.

  • Live Incoming

Overview of active, incoming conversations.

  • Live Total

Overview of all conversations.

  • Talk Time

Overview of talk time. Average call duration is displayed as well.

Selected User

  1. Click in the field Selected User.
  2. Enter the first letter of the name of a user or of a group.
  3. Select one or several users or groups from the drop-down list whose recordings and information you would like to use as basis for the report.
  4. Whether further recordings in addition to one’s own recordings are available to be displayed in the report depends on the access rights of the user or group.