As its title indicates, a project statistics screen corresponds to a specific project which appears in its title bar. To open a project statistics screen, first select the project in the Pronto Server - Projects List Tree (left-hand pane)and then do one of the following:
Click on the Project Statistics button in the Toolbar
In the menu, select View>Project> Statistics.
You can have as many project statistics screens open as there are projects; they are listed under the Window menu which allows you to make any one which you select the active window.
There are five groups of statistics shown in the screens: Lines, Agents, Times, Call Results, and Calls. The groups of statistics shown in a screen depend on the type of project concerned: Blend project, Predictive project, and IVR project.
|
Statistic |
Description |
|
Allowed |
Maximum number of lines assigned to the project |
|
Total calls |
Total number of calls since the beginning of the session |
|
Histogram: |
|
|
Required |
Current: Actual number of lines simultaneously required by the dialer to operate at maximum performance Maximum: Maximum number of lines required by the dialer registered since the start of the session |
|
Used |
Current: Number of lines currently in use Maximum: Maximum number of lines simultaneously in use registered since the start of the session |
|
Dialing |
Current: Number of lines currently being dialed Maximum: Maximum number of lines being dialed simultaneously registered since the start of the session |
|
Connected |
Current: Number of lines currently connected to agents Maximum: Maximum number of lines simultaneously connected to agents registered since the start of the session |
|
Statistic |
Description |
|
Allowed |
Maximum number of agents allowed |
|
Logged in |
Number of agents currently logged in (regardless of state) |
|
Preview call |
Number of agents currently in preview call mode |
|
Automatic |
Number of agents in the default state of the project to which they are logged |
|
Waiting |
Number of agents waiting for a call |
|
Pause |
Number of agents who have paused their connection to the dialer |
|
Wrap up |
Number of agents who have hung up the telephone line, but have not yet closed the case i.e. the questionnaire is still open. |
|
Terminate call |
Number of agents who have completed their script, and who will shortly be available. |
|
Talking |
Number of agents talking |
|
Statistic |
Description |
|
Wait before connect |
Time spent waiting for a connection since the project was last activated |
|
Wait before pause |
Time spent in the waiting state before changing to the pause state |
|
Talk |
Time spent talking |
|
Wrap up |
Time elapsed between hanging up the call and closing the case on the workstation. |
|
Terminate |
Time elapsed between closing a case and being available again to take another call |
|
Pause |
Time in agent-initiated pause state. |
|
Call |
Total call time |
|
Statistic |
Description |
|
Allowed |
Maximum number of lines assigned to the project |
|
Total calls |
Total number of calls since the beginning of the session |
|
Statistic |
Description |
|
Allowed |
Maximum number of agents allowed |
|
Logged in |
Number of agents currently logged in |
|
Waiting |
Number of agents waiting for a call |
|
Pause |
Number of agents who have paused their connection to the dialer |
|
Wrap up |
Number of agents who have hung up the telephone line, but have not yet closed the case in the questionnaire. |
|
Terminate call |
Number of agents who have completed their script, and who will be shortly available again to take another call |
|
Talking |
Number of agents talking |
|
Statistic |
Description |
|
Wait before connect |
Time spent waiting for a connection since the project was last activated |
|
Wait before pause |
Time spent in the waiting state before changing to the pause state |
|
Talk |
Time spent talking |
|
Wrap up |
Time elapsed between hanging up the call and closing the case on the workstation. |
|
Terminate |
Time elapsed between closing a case and being available again to take another call |
|
Pause |
Time in agent-initiated pause state. |
|
Call |
Total call time |
|
Statistic |
Description |
|
In use |
Number of lines currently in use |
|
Statistic |
Description |
|
Drop A dropped call is one which is disconnected before entering the IVR script. |
Total: Total number of Dropped since the IVR project was last activated Rate: Percentage of Dropped calls in relation to the total connected calls Per hour: Number of Dropped calls per hour (approximate) |
|
Inbound An inbound call is one which succeeded in entering the IVR script |
Total: Total number of calls taken by the IVR project Rate: Percentage of Inbound calls in relation to the total connected calls Per hour:Number of Inbound calls per hour (approximate) |