FrontStage Supervisor View

Supervisor view

The role of a supervisor is usually to monitor the contact center operations, mentor and lead agents, assign work, tasks etc. FrontStage offers a number of tools to ensure the monitoring and operational control work with ease. A supervisor can make a call and they can pick up from call queues. It is possible for a supervisor can have both the supervisor view and an agent view running at the same time.

A supervisor will have a different URL to use than for Agent log in. This will be provided by your system Admin.

Agents View

Supervisors will be able to view live statistics for their team.

1 – Agent	List of agents in the workgroup
2 – Team	Drop down list of available teams
3 – Status	Shows the status of the agents
4 – S. Duration	Gives the time the agent has been in the status
5 – Workplace	Agents extension number
6 – Workplace State	Agents status in workgroup
7 – Logon Total	Total time agent has been logged in
8 – Pause total	Time agent has been paused
9 – Inbound Total	Total of inbound calls taken
10 – Outbound Total	Total number of outbound calls made
11 – Chat Total	Total number of chats for agent
12 – Call Bar	Calls can be made from here by typing in the number
13 – Listen	Allows the supervisor to listen in to the call
14 – Whisper	The supervisor can talk to the agent in a call without the customer hearing them
15 – Barge In	Supervisor can be on the call with the agent and customer if needed

Clicking on an Agent in will open a window with the following:

This will show what workgroups the Agent is assigned to and give some statistics for each group they are in. The columns of data can be changed by clicking on the icon shown above this will then open the window where you can remove and add columns.

Calls

The main screen shows a breakdown of Agents but the calls menu will give a list of incoming and outgoing calls. Again as above the filters can be changed by clicking on the button (As shown above). The inbound calls can be filtered by:

1 – Call Time	Time and date of call
2 – Call Duration	Length of call
3 – State	State of call. Example: Served/Lost
4 – Call Phase	Shows the phase the call is in. Example: Wait/Agent Talk
5 – Number	Number the caller is calling from
6 – Workgroup	Name of the workgroup the agent is logged into
7 – Agent	Name of agent
8 – Transferred	Shows if a call has been transferred
9 – Chat Evaluation

Call Statuses and Phases

Phases and statuses describe a position where the call is located. Each status is further subdivided into phases – A more detailed specification. A phase can be the same for multiple statuses. In short, phases are grouped into statuses, this makes displaying easier in grids, statistics, etc.

Example: An outbound call can be in a status such as, Prepared,Paused, Scheduled Etc. Phases for active are e.g. Agentofferfirst, Agentoffermissed and so on.

Outbound Calls

An ideal outbound call includes the following steps:

Queue or Manual distribution -> offer -> Preview -> Dial -> Conversation -> Result.

The actual progress can be different for each call. An error occurs, Preview is disabled, etc. A pre-condition for call distribution is to be in the ready state. The agent remains in this state from distribution to conversation. They can be automatically switched to the PCP status for the result step.

Stage	Statuses	Phases
Before the Call	Prepared – Paused – Scheduled* – Neglected	New – Manual – In Queue – In Queue No Time – In Queue Timed Out – Obsolete
During the Call	Active**	Agent Offer First – Agent Offer Missed – Agent Offer Next – Agent Pre Call – Agent Dialing – Agent Talk – Wait For Result
After the Call	Completed – Cancelled** – No Answer** – Busy** – To Continue** – Talk Error** – Failed** – No Result	Hang Up Agent*** – Hang Up Called**

NOTE: * A temporary state or phase. The call will be worked with. For example the Active status needs to be followed by another because the call will eventually end.

** A call in the Cancelled Status can in fact have any phase that indicates when the cancellation occurred.

*** The indication whether it was the called party or the agent who hung up depends on the telephone system capabilities.

Outbound Call Statuses

A more detailed explanation of outbound call statuses. In the database, the statuses correspond to the OutboundCall. CallResult column.

Status	Description
Prepared	Before making a call; The call is not yet to be scheduled.
Paused	After/Before call execution/will continue at the administrators request – temporarily suspended, subsequent change only to Scheduled.
Scheduled	The call is scheduled before the call is actually made.
Neglected	After cancelling the call – The system decided to cancel the call.
Active	Call in progress.
Completed	After making/completing the call – success.
Cancelled	After making/completing the call – The number could not be reached, do not reschedule.
NoAnswer	After making the call/to be continued – not answering, reschedule according to rules.
Busy	After making the call/to be continued – busy, reschedule according to the rules.
ToContinue	After making the call/to be continued – conversation not finished, call again, reschedule according to the rules.
TalkError	After making the call/to be continued – wrong person, reschedule according to the rules.
Failed	After making the call/to be continued – failed to dial, reschedule according to the rules.
NoResult	The time for writing the call result has expired.

Outbound Call Phases

A more detailed explanation of the outbound call phases. In the phase database, they correspond to the OutboundCall.CallPhase Column.

Phases	Description
New	A newly created call with which nothing has happened so far.
Manual	Intentionally ignored by automatic distribution.
In Queue	Call queued for automatic distribution.
In Queue Timed Out	Call queued because it is no longer in a calid time window (Columns TimeMode, TimeFrom and TimeTo in the OutboundList table)
In Queue No Time	The call was not in queue at all because TimeMode/From/To columns does not allow its scheduling.
Obsolete	This is a user phase indicating a cancelled call that is no longer needed.
Agent Offer First	The call is offered (pop-up) to the first agent.
Agent Offer Missed	The call was not accepted by the agent and no other agent currently available.
Agent Offer Next	The call is offered (pop-up) to another agent.
Agent Pre-Call	Time to prepare for the offered call; the call is dialled only after confirmation by the agent or after a predefined time.
Agent Dialling	The call has been received and is being dialled/ringing/waiting for connection.
Agent Talk	The call was answered by the called party and conversation is ongoing.
Wait For Result	The call ended with the results recorded, whereas the conversation ended already before that.
Hang Up Agent	The call ended with the agent hanging up and the result was recorded already before that.
Hang Up Called	The call ended with the called party hanging up and the result was recorded already before that.

Inbound Call

An inbound call is initiated outside the system and cannot be known before it enters execution. Statuses are simpler than with the outbound calls because activities such as scheduling and rescheduling are not required.

The active status contains phases through which the call passes, represented by a phone call at all times. When the call ends, this phase is maintained, which is important especially for lost calls. Phase blocks – marked with letters A and B (before distribution) and W (while waiting) – are essential for the call process.

The ideal flow of an inbound call is also easier:

IVR -> queue -> dialling -> conversation -> result

State	Status	Phases
During the Call	Active	Pilot – PhaseAnnouncementA – PhaseIvrScriptA – PhaseAnnouncementB – PhaseIvrScriptB – Distributing – PhaseDispatchQueue – Putting on Waiting – PhaseWaitingQueue – PhaseManualDispatch – PhaseAnnouncementW – PhaseIvrScriptW – PhaseAgentRingFirst – PhaseAgentRingMissed – PhaseAgentRingNext – AgentTalk
After the call	Served – Lost	HangupAgent – HangupCaller – TerminatedA – TerminatedB – TerminatedW – TransferredA – TransferredB – TransferredW – Pilot – PhaseAnnouncementA – New

Inbound Call Statuses

A more detailed explanation of inbound call statuses. In the database, the statuses correspond to InboundCall.CallResult column.

Status	Description
Active	Call in progress.
Served	After making a call.
Lost	The call gets into this status from any active phase except for the AgentTalk phase.

Inbound Call Phases

A more detailed explanation of inbound call statuses. In the database, the statuses correspond to the InboundCall.CallResult column.

Phases	Description
Pilot	Call before entering the entry rule, i.e. before the IVR.
Phase Announcement A	The announcement played as a part of the entry rule.
Phase IVR Script A	The call is processed within the IVR script as a part of the entry rule.
Phase Announcement B	The announcement played as a part of the entry rule.
Phase IVR Script B	The call is processed within the IVR script as a part of the distribution rule.
Distributing	The call is currently being distributed to the agent. It will normally be for a very short time (<300ms) in this phase. If the handover for distribution is not successful within a reasonable time, the call returns to the previous phase.
Phase Dispatch Queue	Not used.
Putting On Waiting	The call is being transferred to the waiting queue. It will normally be for a very short time (<300ms) in this phase. If the transfer to the waiting queue is not successful within a reasonable time, the call returns to the previous queue.
Phase Waiting Queue	Call in the waiting queue.
Phase Manual Dispatch	Not Used.
Phase Announcement W	The announcement played as a part of the waiting rule.
Phase IVR Script W	The call is processed within the IVR script as a part of the waiting rule.
Phase Agent Ring First	Ringing at the first agent.
Phase Agent Ring Missed	No agent was able to answer.
Phase Agent Ring Next	Ringing at another agent.
Agent Talk	The call was answered by the called party and the conversation is ongoing.
Hang Up Agent	The call ended with the agent hanging up and the result was recorded already before that.
Hang Up Caller	The call ended with the caller hanging up and the result was recorded already before that.
Terminated A	Call terminated by the entry rule.
Terminated B	Call terminated by the project rule.
Terminated W	Call terminated by the waiting rule.
Transferred A	Call transferred by the entry rule.
Transferred B	Call transferred by the distribution rule.
Transferred W	Call transferred by the waiting rule
Pilot	Call before entering the entry rule, i.e. before the IVR
Phase Announcement A	The announcement played as a part of the entry rule.
New	A call newly entered in the database that has not been processed yet.

Lost Calls and Call Backs

The CallBack node can be used in the IVR. This node invokes the process of rules for the IvrCallBack mechanism. The node parameter is the number of minutes by which the call back is to be scheduled for later (or it can be scheduled immediately) This node allows the caller not to initiate waiting in the queue and, rather have an agent call them back, all that without losing the waiting position (i.e. Virtual queueing)

This mechanism generates the CallBack event with a reference to both the original lost call and the created outbound call; the relation of these calls can thus be established from the call history, with already existing forms being connected that the caller may have filled out, e.g. withing the IVR tree,

Icons

Inbound:

Outbound:

Outbound calls will appear in a table below this and use similar filters. A supervisor can view any of the calls data by clicking on either the ‘State’ Icon or the ‘Number’ in the relevant columns.
Once clicked the data will open in a new window.

1 – View Buttons	Use these to toggle between, Information, History, Contact, Notes, Wrapup Code, DQ, Issue, Notes and Test
2 – Action Buttons	These include, Call back, Save and Save and Close
3 – Settings	Options for search, and window settings
4 – Data Errors	Any errors in the form will be highlighted here, hold mouse pointer over the icon to see any notifications (the icon will change when you have errors)
5 – Information	These buttons are information only and have no function
6 – Call information	shows the Callers Number, the Input DID, Input Pilot and the Workplace

Supervisor Call Select

A supervisor can pick any incoming/queuing call and send it to an agent of their choice, to do this they will need to click on the call they would like to divert:

Next click on the Bulk Action button located as shown below:

A pop up will show with a list of agents and the option to Assign, Return or Assign Directly. Choose the agent to send the call to the click Assign Directly. Leave the tick in the Reset Markers After Action then Click Execute:

This will assign the active waiting call to the specified agent, this will be distributed to that agent when they are in Ready state or other status that allows distribution of pre-distributed calls.

The settings for the above can be found in the Admin settings under Metadata – Status:

Chats

All chats can be viewed by supervisors just select the Chat option in the menu. This will open the page showing chat data, to the left of the screen will be the count of chats in queue and agents in chat. As before you have filters that can be changed to show more or less data.
To view a chat click on the Type icon, this will open a new window with the chat details inside. This will show the chat between the agent and customer. Chat history can be viewed in here too along with the Agents name, workgroup and language plus, the customers name, email address and topic they wanted to discuss.

Email

In this section a supervisor can view: All Messages in Queue, All Messages and All Templates.

1 – Direction	Shows if the mail is inbound or outbound
2 – Attachment	Paper clip icon appears in here if the mail has an attachment
3 – Time	Date and Time the mail was sent or received
4 – From	Email address of sender
5 – Remote Address	This is the address extracted from the email address string from the ‘From’ header in the email
6 – Subject	Email subject field
7 – To	Address the email was sent to
8 – State	Allows user to see what stage the email is at (see image for the drop-down options)
9 – Agent	Agent who has accepted the email
10 – Workgroup	Name of the workgroup the email appears in
11 – Contact	If the contact is known the name will appear in this column
12 – Body Field	A preview of the email

The tables below work in the same way as the description above with the exception of the field name ‘Phase’ that replaces ‘State’.
At the bottom of this screen is a button (envelope) to create a new template.

To view on any of the emails click on an icon in Direction or Subject. The email will then display in a new window.

1 – Information	Shows the, Agent, Workgroup, Language, Priority and Campaign
2 – History	Removes the information view and replaces it with the Timeline, Showing any previous messages
3 – Contact	If the contact is known the information will prefill in here, if not then it can be added
4 – Notes	Any notes that have been made on this email can be found here
5 – Issue	View or create an issue for the email in this section, opens a new window
6 – Accept	An email must first be accepted before it can be replied to
7 – Go To Original	This will go back to the first message in a chain
8 – Save Options	Any changes can either be saved or saved and close Window
9 – Settings	Option to change some of the search options in the email view
10 – Form Errors	Shows if there are any errors in the form, to view these put the mouse pointer over the icon
11 – Information Icons	These are for information only and do not have a function

Reports

Reports will be different for each company as they are customizable. When you click on the reports screen a list of available reports will be shown. Example below:

These are standard out of the box reports built on SQL. Further reports can be defined upon request.

To view a report, click on the name of the report, this will open a new window showing the details of that report from the SQL Server Reporting Services (SSRS).

KB

This is the Knowledge Base. In here you can store helpful articles and documents for a quick look up. Agents will have access to these items. Adding to the KB is a permission based feature.

Contacts

This is where the address list can be found.

Dashboard

This will show a list of all workgroups activity, below is an example image:

The view within Dashboards is configurable.

Reporting Sets

This section covers a wide range of available reports within FrontStage. Most reports are followed by an explanation table.

Pease Note: The screens have been divided into 2 on most of the reports to allow a better view of the data. (Top image will be the left hand side of the screen and the one below will be the right hand side)

Below is a table showing an overview of reporting sets.

Filters and parameters
	Languages	English, Czech, Slovak. By default: User browser language
	Profile	Automatically presets the date range available options: Today, Yesterday, This week, This month, Last month, Free for the custom date range. By default: Today
	Interval	Presets the cumulative interval available options: Day, Week, Month, Year. By default: Day
	Columns	User can pick which columns of the report are to be generated. By default all columns are visible
CC Performance
	Inbound	Inbound Calls volumes, drilled down to details on lost, transferred, handled inbound calls, key performance values
	Inbound_Extended	Extended version of Inbound, includes average and total duration of various call phases
	Outbound	Outbound calls volume, drilled down to details on success rate, with average duration of various call phases
	Outbound_Extended	Extended version of Outbound, includes average and total duration of various call phases
	Message	Email interaction volumes
	Chat and Social Media	Chat and IM interaction volumes, drilled down to details on lost/handled conversations, key performance values, average durations of conversations phases, average number of messages and characters per chat session
	Summary	Provides an overview of the entire contact center performance by displaying key information from detailed reports above
	First Call Resolution	Shows how many customer incoming enquires (within the same project) where handled during the first call interaction (i.e. no inbound not outbound follow up)
	Monthly Dashboard	Summary of monthly operations and KPI’s across channels: Voice in+out, email, SMS, Chat & IM focus on YOY trends
	Inbound Cumulative Chart	Shows inbound calls volume cumulations across various time periods (hour, 30 min, 15 min) and therefore helps with forecasting of staffing needs across the day
Agent Performance
	Inbound	Breaks down the handled Inbound calls by team and agent
	Inbound_Extended	Breaks down the handled Inbound calls by team and agent
	By Inbound Duration	Compares number of handled Inbound calls by duration
	Outbound	Breaks down the handled Outbound calls by team and agent
	Outbound_Extended	Breaks down the handled Outbound calls by team and agent
	Message	Breaks down the handled Emails and SMS by team and agent
	Chat and Social Media	Breaks down the handled Chat and IM by team and agent
	Statuses	Provides information related to the activity of agent(s), such as the time that an agent spends in various states, total logon time, first logon time, etc..
	Summary	Provides an overview of the agent activity and performance by displaying key information from detailed reports above

Inbound Call Report

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Column Name	Explanation
Date	Reporting Date
Day	Day of week/ or month/ or year – depending on the parameter ‘interval’
Inbound Total	All inbound calls that day/month/year
Lost in IVR	All inbound calls that day/month/year that were lost in IVR or Pilot
%Lost in IVR	%- All inbound calls that day/month/year that were lost in IVR or Pilot/all inbound calls that day/month/year
Lost in Queue	All inbound calls that day/month/year that were lost in queue
%Lost in Queue	%- All inbound calls that day/month/year that were lost in Queue/All inbound calls that day/month/year
Lost IN	Total inbound calls that day/month/year that were lost (in Pilot, IVR, Queue or in Distribution)
Abandoned Rate	%- All inbound calls that day/month/year that were lost (in Pilot, IVR, Queue or in Distribution)/ All inbound calls that day/month/year
AVG in IVR & Q Time	Average time in IVR+Queue of all lost inbound calls in day/month/year
Handled in 20s	All inbound calls that day/month/year that were handled by agents within 20s
% SLA	% All inbound calls that day/month/year that were handled by agents within 20s/ All handled inbound calls that day/month/year
Handled Total	All handled inbound calls that day/month/year
% Served	% All handled inbound calls that day/month/year / All inbound calls that day/month/year
Transferred within CC	All inbound calls that day/month/year that were handled by agents and then transferred within CC
% Transferred within CC	% All inbound calls that day/month/year that were handled by agents and then transferred within CC/ All handled inbound calls that day/month/year
Transferred Outside CC	All inbound calls that day/month/year that were handled by agents and then transferred outside CC
% Transferred Outside CC	% All inbound calls that day/month/year that were handled by agents and then transferred outside CC / All handled inbound calls that day/month/year
In IVR Time	Average time spent in IVR of all handled inbound calls that day/month/year
In Queue Time	Average time spent in queue of all handled inbound calls that day/month/year
Ring Time	Average ring time of all handled inbound calls that day/month/year
Talk Time	Average talk time of all handled inbound calls that day/month/year
Hold Time	Average hold time of handled inbound calls that day/month/year
PcW Time	Average post call wrap time of all handled calls that day/month/year
AHT	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls that day/month/year

Inbound Extended Call Report

This report contains all the above information with the extra information described in the table below the images.

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Column Name	Explanation
In IVR Time	Total time spent in IVR of all handled inbound calls that day/month/year
In Queue Time	Total time spent in queue of all handled inbound calls that day/month/year
Ring Time	Total ring time of all handled inbound calls that day/month/year
Talk Time	Total talk time of all handled inbound calls that day/month/year
Hold Time	Total hold time of all handled inbound calls that day/month/year
PcW Time	Total Post call Work wrap time of all handled inbound calls that day/month/year
AHT	Total handling time (ring+talk+hold+post call) of all handled inbound calls that day/month/year

Outbound Call Report

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Column Name	Explanation
Date	Reporting date
Day	Day/or month/ or year depending on the selected parameter ‘interval’
Created	All Outgoing calls that were created by agents or system that day/month/year
Distributed	All Outgoing calls that were distributed to agents that day/month/year
Not Connected	All Outgoing calls that were distributed to agents that day/month/year but were not successful (eg. cancelled by agent, not connected, not answered by client etc.) / All distributed calls to agent that day/month/year
% Not Connected	% – All outgoing calls that were distributed to agents that day/month/year but were not successful (eg. cancelled by agent, not connected, not answered by client etc.) / All distributed calls to agent that day/month/year
AHT Time	Average handling time (routing + ring time) of all not connected outgoing calls that day/month/year
Connected	All Outbound calls that were distributed to agents that day/month/year that were successful (i.e. answered by client)
% Connected	All Outgoing calls that were distributed to agents that day/month/year that were successful (i.e. answered by client) / All distributed calls to agent that day/month/year
Transferred within CC	All Outbound calls that day/month/year that were handled by agents and then transferred within CC
% Transferred within CC	% All Outbound calls that day/month/year that were handled by agents and then transferred within CC / All handled outbound calls that day/month/year
Transferred Outside CC	All Outbound calls that day/month/year that were handled by agents then transferred outside CC
% Transferred Outside CC	% All Outbound calls that day/month/year that were handled by agents and then transferred outside CC / All handled outbound calls that day/month/year
Ring Time	Average ringing time of all connected outgoing calls that day/month/year
Talk Time	Average talk time of all connected outgoing calls that day/month/year
Hold Time	Average hold time of all connected outgoing calls that day/month/year
PcP Wrap Time	Average post call wrap time of all connected outgoing calls that day/month/year
AHT	Average Handling time (ring+talk+hold+post call) of all connected outgoing calls that day/month/year

Outbound Extended Call Report

This report contains all the information as the above and average times as described in the below table.


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Column Name	Explanation
Ring Time	Total ring time of all connected outgoing calls that day/month/year
Talk Time	Total talk time of all connected outgoing calls that day/month/year
Hold Time	Total hold time of all connected outgoing calls that day/month/year
PcP Wrap Time	Total post call wrap time of all connected outgoing calls that day/month/year
AHT	Total handling time (ring+talk+hold+post call) of all connected outgoing calls that day/month/year

Message Report

Category	Column Name	Explanation
Email	Date	Reporting date
Email	Day	Day/or month/or year depending on the selected parameters ‘interval’
Email	Total in Queue	Total emails in queue that day – newly delivered that day + all other emails from previous periods that were not yet answered (i.e. either still not assigned waiting in queue or already being processed but not yet finished by an agent)
Email	New Delivered	Emails delivered that day/month/year
Email	% New Delivered	% Emails delivered that day/month/year/ Total email queue that day/month/year
Email	In Queue	All other emails from previous intervals that were not yet answered (i.e. either still not assigned waiting in queue or already being processed but not yet finished by an agent)
Email	% In Queue	% All other emails from previous interval that were not yet answered (i.e. either still not assigned waiting in queue or already being processed but not yet finished by an agent) / Total email queues that day/month/year
Email	Answered	All outgoing emails sent that day/month/year as an answer to incoming email, including forwarded emails
Email	% In 24 Hours	% All emails answered that day/month/year within 24 hours / All answered emails that day/month/year
Email	AHT	Average email handling time – average time that day/month/year answered emails waited to be replied (Reply Sent Time – Incoming Email Delivery Time)
Email	AWT	Average email waiting time – average time that day/month/year answered emails waited in queue to be distributed and accepted for processing by an agent
Email	Closed	All incoming emails that were closed without reply that day/month/year without a reply
Email	Spam	All incoming emails that were closed and marked as spam that day/month/year without a reply
Email	New Outgoing	All new outgoing emails that were sent that day/month/year
Email	AHT Answered	Average agent handling time of answered (and forwarded) emails that day/month/year (Reply Sent Time – Accepted Time)
Email	AHT Closed	Average agent handling time of closed emails (closed without reply) that day/month/year (Closed Time – Accepted Time)
Email	AHT Spam	Average agent handling time of closed emails marked as spam that day/month/year (Closed Time – Accepted Time)
Email	AHT Out	Average agent handling time of new outgoing emails sent that day/month/year
SMS	SMS Answered	All SMS replies sent that day/month/year
SMS	SMS New Out	All new SMS sent that day/month/year

Chat and Social Media Reports

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Category	Column Name	Explanation
Chat/Social Media	Date	Reporting date
Chat/Social Media	Interval	Day of week/ or month/ or year – depending on the parameter ‘Interval’
Chat	Offered	All incoming chat conversations that day/month/year
Chat	Lost	All incoming chat conversations that day/month/year that were lost, no agent accepted the conversation
Chat	% Lost	% All incoming lost chat conversations that day/month/year / All incoming chat conversations that day/month/year
Chat	AWT Lost	Average time in ICR+Queue of all lost incoming conversations in day/month/year
Chat	Handled	All incoming chat conversations that day/month/year that were handled by agents
Chat	% Handled	% All incoming chat conversations that day/month/year that were handled by agents / All incoming chat conversations that day/month/year
Chat	% Accepted in 40s	% All incoming chat conversations that day/month/year that were accepted by agents in 40s / All incoming chat conversations that day/month/year
Chat	% First Reply in 40s	% All incoming chat conversations that day/month/year that were actually answered by agents in 40s/ All incoming chat conversations that day/month/year
Chat	AWT for Accept	Average time chat conversations had been waiting until they were accepted by an agent for processing
Chat	AWT for First Reply	Average time clients have been waiting until they received the first reply from an agent
Chat	AHT Client PoV	Average handling time from client point of view, i.e. from start to end of the chat conversation
Chat	AVG Alert Time	Average alert time of all handled chat conversations that day/month/year
Chat	AHT Agent PoV	Average handling time of all handled chat conversations that day/month/year from agent point of view, i.e. from accepting until the end of the conversation
Chat	AVG Client Replies	Average number of messages sent by client per handled conversation that day/month/year
Chat	AVG Agent Replies	Average number of messages sent by agent(s) per handled conversation that day/month/year
Chat	AVG Client Reply Length	Average number of characters in a message sent by client per handled conversation that day/month/year
Chat	AVG Agent Reply Length	Average numbers of characters in a message sent by agent per handled conversation that day/month/year
Social Media	Offered	All incoming IM conversations that day/month/year
Social Media	Lost	All incoming IM conversations that day/month/year that were lost, no agent accepted the conversation
Social Media	% Lost	% All incoming lost IM conversations that day/month/year / All incoming IM conversations that day/month/year
Social Media	AWT Lost	Average time in ICR+Queue of all lost incoming conversations in day/month/year
Social Media	Handled	All incoming IM conversations that day/month/year that were actually handled by agents
Social Media	% Handled	% All incoming IM conversations that day/month/year that were handled by agents / All incoming IM conversations that day/month/year
Social Media	% Accepted in 40s	% All incoming IM conversations that day/month/year that were accepted by agents in 40s / All incoming IM conversations that day/month/year
Social Media	% Reply in 40s	% All incoming conversations that day/month/year that were actually answered by agents in 40s / All incoming IM conversations that day/month/year
Social Media	AWT for Accept	Average time IM conversation s have been waiting until they were accepted by agents for processing
Social Media	AWT for First Reply	Average time the clients have been waiting until they received the first reply by agent
Social Media	AHT Client PoV	Average handling time from client point of view i.e. from start to end of the IM conversation
Social Media	AVG Alert Time	Average alert time of all handled IM conversations that day/month/year
Social Media	AHT Agent PoV	Average handling time of all handled IM conversations that day/month/year from agent point of view, i.e. from accepting until the end of the conversation
Social Media	AVG Client Replies	Average number of messages sent by client per handled IM conversation that day/month/year
Social Media	AVG Agent Replies	Average number of messages sent by agent(s) per handled IM conversation that day/month/year
Social Media	AVG Client Reply Length	Average number of characters in a message sent by client per handled IM conversation that day/month/year
Social Media	AVG Agent Reply Length	Average number of characters in a message sent by agent per handled IM conversation that day/month/year

Summary Report

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Column Name	Explanation
Date	Reporting date
Day	Day/or Month/or Year depending on the selected parameter ‘Interval’
Team Name	Agent’s Team Name
Agent Name	Agent’s Name
Inbound Calls	Number of handled inbound calls by the agent that Day/or Month/or Year
Transferred Calls	Number of handled inbound calls that were transferred within CC/Outside CC by the agent that Day/or Month/or Year
Outbound Calls	Number of handled outbound calls by the agent that Day/or Month/or Year
Missed Rings	Number of calls when the agent failed to answer the inbound/outbound call offer
Answered Emails	Number of answered incoming emails by the agent that Day/or Month/or Year
New Outgoing Emails	Number of new outgoing emails sent by the agent that Day/or Month/or Year
Login Time	Time when the agent logged into FrontStage for the first time that day
Logout Time	Time when the agent logged out of FrontStage for the last time that day
Total Logon	Total agent’s logon time that Day/Month/Year
Total Ready	Total time the agent spent in “Ready” state that Day/Month/Year
Total Not Ready	Total time the agent spent in “Not Ready” that Day/Month/Year
Ready Time Detail	Total Ready time drilled down to each ready state predefined in the administration
Not Ready Detail	Total Not Ready time drilled down to each ready state predefined in the administration

Example reports

Below is an example of a report of agent status.

Example of an agent performance by inbound duration report:

Example of an inbound cumulative chart:

First Call Resolution Report

Column Name	Explanation
Interval	Last 24hr/ last 48hr/ last 7 days
Handled IN Calls	All handled incoming calls within the Interval selected
Handled IN First Call	All handled incoming calls within the Interval selected, that were resolved in first client’s call and by one single agent (i.e. call was neither transferred to another agent/or outside CC) or another inbound call or outbound call from/to the same phone number within the same project had been made
% First Contact Resolution	% Handled incoming calls in first call/ All handled incoming calls within the Interval
AHT First Contract	Average handling time (ring+talk+hold+post call wrap time) of all calls handled in first contact with the client within the Interval selected
Handled IN First Call and Transferred	All handled incoming calls within the Interval selected, that were resolved in first client’s call but were handled by more than one agent (i.e. transferred within CC) or transferred outside CC (additional inbound or outbound call from/to the same phone number within the same project had not been made)
% First Call Resolution	% Incoming calls handled in first call with a transfer either within CC or outside CC/ All handled incoming calls within the Interval selected
AHT First Call	Average handling time (ring+talk+hold+post call wrap time) of all calls handled in first call with a transfer within CC/ outside CC within the Interval selected
Handled In and Out Multiple Calls	All calls handled within the Interval selected, when multiple inbound or outbound calls from/to the same phone number within the same project has been made
Number of Clients	Number of clients whose queries had been handled in multiple (in+out) calls
AVG Calls Per Client	Average number of multiple handled calls (in+out) per client made within the Interval selected
AHT Multiple Calls	Average handling time (ring+talk+hold+post call wrap time) of all calls handled in multiple in+out calls within the Interval selected

Monthly Dashboard

Column/Chart Name	Explanation
In Handled	All inbound calls handled in actual month
% YtD Change	% Year to year trend or total handled calls
Transferred In	% Of all inbound calls handled that month that where transferred within the CC, below sparkline showing last year trend
Transferred Out	% Of all outbound calls handled that month that where transferred outside the CC, below sparkline showing last year trend
Inbound Call Trend Chart	Year to year comparison of all incoming calls (forecast, actual year, last year) on monthly basis
Inbound Calls by Project & Topic	All handled calls in the actual month drilled down by Call, Project and Ticket Topic
Out Handled	All connected outbound calls handled in actual month
% YtD Change	% Year to year trend of total connected outbound calls
Connected	% Of all distributed outbound calls that were successfully connected with client that month, below sparkline showing last year trend
AVG AHT	Average handling time of connected outbound calls that month, below sparkline showing last year trend
Outbound Call Trend Chart	Year to year comparison of all outgoing calls connected / not connected (actual year, last year) on monthly basis
Outbound Calls by Project & Topic	All connected outbound calls in the actual month drilled down by Call, Project and Ticket Topic
@ Handled	All handled email in the actual month
% YtD Change	% Year to year trend total handled emails
AVG AHT	Average handling time of all incoming emails answered that month, below sparkline showing last year trend
AVG AWT	Average wait time for assignment to an agent of all incoming emails answered that month, below sparkline showing last year trend
Email Trend Chart	Year to year comparison of all answered and new outgoing emails handled (actual year vs. last year) on monthly basis
Emails by Project & Topic	All handled emails in the actual month drilled down by Call, Project and Ticket Topic
SLA Gauge	Gauge showing inbound call SLA goal fulfilment that month in %
AVG AHT	Average handling time (ring+talk+hold+post call) of handled inbound calls that month
AVG Ring Time	Average ring time of all handled inbound calls that month
AVG Talk Time	Average talk time of all handled inbound calls that month
AVG Hold Time	Average hold time of all handled inbound calls that month
AVG Post Call Wrap Time	Average post call wrap time of all handled inbound calls that month
SLA Trend Chart	SLA performance trend – last year performance vs actual year, goal indicator
Abandoned Rate Gauge	Gauge showing inbound call abandoned rate goal fulfilment that month in %
Total Lost	Total inbound calls that month that were lost
Lost in IVR	% – All inbound calls that month that were lost in IVR or Pilot/ All lost calls that month
Lost in Queue	& – All inbound calls that month that were lost in Queue / All lost calls that month
AVG Time in IVR	Average time in IVR of all lost inbound calls that month
AVG Time in Queue	Average time in Queue of all lost inbound calls that month
Abandoned Rate Trend Chart	Abandoned rate trend – last year performance vs actual year, goal indicator