The KPI cards in Supervisor Desktop have some key differences with the KPI cards in Analyzer. This table outlines the KPI cards in Supervisor Desktop and the corresponding KPI cards in Analyzer.

Supervisor Desktop KPI Cards

Analyzer KPI Cards

Contacts in Progress

No equivalent card exists in Analyzer.

Contacts in Queue

Contact Center summarize - Real-Time (Contacts in Queue)

Longest Contact Currently in Queue

Contact Center summarize - Real-Time (Longest Contact Currently in Queue)

Total Contacts Handled

Contact Center Overview - Real-Time (Total Contacts Handled)

Average Service Level

Contact Center Overview - Real-Time (Average Service Level)

Average Handled Time

Contact Center Overview - Real-Time (Average Handled Time)

Total Contacts Abandoned

Contact Center Overview - Real-Time (Total Contacts Abandoned)

Contact Details Currently in Queue

Contact Center Overview - Real-Time (Contacts Details Currently in Queue)

Agent State Report

  • Analyzer: Agent Stats Real-Time (Grid-Based Report)

  • APS: Agent Stats - real time

Supervisor Desktop displays real-time information that is aggregated for the current day (from 00:00 hours according to the time zone set for your organization) for the following KPI cards. This information is aggregated for the last 24 hours in the Contact Center Overview Real-time Dashboard in the Management Portal.

  • Total Contacts Handled

  • Average Service Level

  • Average Handled Time

  • Total Contacts Abandoned

Filters

The entries available for filtering teams and queues in Supervisor Desktop are based on the current configuration and authorized data for user access.

The filter values for teams and queues in the Management Portal are a list of entities dynamically created from available records.

The following KPI cards are applicable for queue and team filters in Supervisor Desktop:

Cards applicable for Queue Filters

Cards applicable for Team Filters

Contacts in Queue

Contacts in Progress

Longest Contact Currently in Queue

Average Handled Time

Total Contacts Handled

Agent State Report

Average Service Level

Total Contacts Abandoned

Contact Details in Queue

Formulae

This table provides information about formulae applicable to KPI cards in Supervisor Desktop:

KPI Card

Formula

Average Service Level

Average Service Level percentage = (totalContactWithinSla * 100) / totalContactsHandled

where totalContactWithinSlaand totalContactsHandled are aggregated for all queues.

Longest Contact Currently in Queue

Longest Contact Currently in Queue = CurrentTimeStamp - oldestContactParkedTimeStamp

where oldestContactParkedTimeStamp is the longest duration for which the contact is parked in the queue.

Average Handled Time

Average Handled Time = Average of HandledDuration

where

  • avgHandledDuration = (avgConnectedDuration + avgWrapUpDuration + avgHoldDuration)

  • avgConnectedDuration = totalConnectedDuration/totalContactsHandled

  • avgWrapUpDuration = totalWrapUpDuration/totalContactsHandled

  • avgHoldDuration = totalHoldDuration/totalContactsHandled

  • totalHandledDuration = (totalConnectedDuration+totalHoldDuration+totalWrapupDuration)

  • totalContactsHandled increases when the system receives a connected event.

Total Contacts Handled

Total Contacts Handled = Sum of totalContactsHandled across all queues

where

totalContactsHandled increases when the system receives a connected event.

Total Contacts Abandoned

Total Contacts Abandoned = sum of totalContactsAbandoned across all queues

With real-time data, abandonedCount increases, if the previous event is parked or connected and the current event has ended.

This table provides information about differences in formulae between the KPI cards in Supervisor Desktop and Analyzer:

Formulae

Supervisor Desktop

Analyzer

Average Service Level

The computation excludes those calls that were queued but not connected to an agent, as the call got disconnected before connecting to an agent. Such disconnected calls may not have met the service level agreement (SLA) if they were connected to agents.

The computation includes those calls that were queued but not connected to an agent, as the call got disconnected before connecting to an agent. Such disconnected calls may not have met the SLA if they were connected to agents.

Longest Contact Currently in Queue

The system computes this value based on the actual time for which a contact is available in a queue.

The system computes this value based on the time at which the contact arrives at the contact center. The computation also includes the time spent by the contact in Interactive Voice Response (IVR) before joining the queue.

Average Handled Time

The system includes the hold time to compute this value.

This computation excludes hold time.

Total Contacts Handled

This computation includes all calls queued and connected to an agent successfully.

This computation excludes short and disconnected calls.

Total Contacts Abandoned

This computation includes all calls that are queued but ended before they are connected to an agent. It also includes calls that are disconnected suddenly.

This computation excludes calls that end during IVR and prior to getting queued.

This computation includes calls:

  • that are queued but ended before they are connected to an agent.

  • that end during IVR and prior to getting queued.

This computation excludes short and disconnected calls.

Data Latency

The table below compares latency for data to refresh between the KPI cards in Supervisor Desktop and the corresponding KPI cards in Analyzer:

Supervisor Desktop

Analyzer

The system publishes events in real time as this is push-based architecture.

As this is a pull-based architecture, the Analyzer UI sends requests to extract and display data.