AVAYA DOCUMENTATION CENTER
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Using Avaya Proactive Outreach Manager Supervisor Dashboard
Agent Voice Task tab field descriptions
The Agent Voice Task tab displays the details of the agents for an agent-based voice campaign.
Note:
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The node name is dynamic and depends on what is specified in the campaign strategy in POM.The fields that are available for a skill-based node depend on the pacing parameter of the skill-based node.
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In the campaign strategy, you can assign Pace type as None, TimeBased, SkillBased, Preview, Progressive, Custom, CruiseControl, ECR, or Manual depending on the campaign type.CruiseControl and ECR are dynamic fields.
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The values in the Average Talk Time, Average ACW Time, and Average Idle Time fields displayed on the Agent Voice Task tab and Staffed Agents dashboard are not the same. This is because the Staffed Agents table is updated every 5 seconds and the Agent Voice Task tab is updated when the agent call state changes.
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Name or Button
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Description
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Task Details : <node name>
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Displays the name of the task node.
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Completion Code Trend
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Click to view the completion code trend chart for the node.
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Top pane
Depending on the pacing type of the node, the following details are displayed in the top pane of the Agent Voice Task view:
Call Progressive
The following fields are available for the Call Progressive node:
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Name
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Description
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Skill
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Displays the skill you have configured in CC Elite and mapped with POM skill.
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Pace Type
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Progressive.
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Minimum Agents
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This value determines the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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This value determines the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Zone Name
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Displays the zone of the agents.
For a personal agenda or attribute-based campaign, when you click the zone name, a new window opens that provides the zone attributes. The zone attributes displayed are Count and the attributes that are configured for the Contact Record Assignment to Agent option in POM. You can use the Filters icon to filter the list.
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Service level (%)
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Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm considers this value to ensure that the desired level is achieved.
For example, if the service level is defined as 99, then out of 100 answered calls, 99 calls should be served by the agents and only 1 call is allowed as a nuisance call.
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Agent Utilization (%)
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Displays the percentage of time the agents are busy out of the total time of the job action.
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Current Agents
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Displays the total number of agents attached for the current zone of the job action.
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Idle
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Displays the total number of agents idle for the current zone of the job action.
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Aux
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Displays the total number of agents on a break for the current zone of the job action.
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Total Calls Handled
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Displays the total number of calls handled for the job action.
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Average Talk Time
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Displays the average talk time of agents for the job action.
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Average Preview Time
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Displays the average preview time taken by the agents for the job action.
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Average Hold Time
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Displays the average time for which a call is put on hold for the job action.
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Average ACW Time
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Displays the average wrap time of agents for the job action.
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Average Idle Time
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Displays the average idle time of agents for the job action.
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Idle (%)
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Displays the percentage of time the agents are idle for the job action.
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Break (%)
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Displays the percentage of time the agents are on a break for the job action.
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On Call
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Displays the total number of agents busy for the job action.
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Queued Count
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Displays the total number of calls that are currently in the queue for the campaign job.
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Total Queued Count
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Displays the total number of calls queued since the campaign job started.
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Total Queue Time
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Displays the total time for which the calls are in the queue.
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Average Queue Time
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Displays the average time for which the calls are in the queue.
The average queue time is calculated by dividing the Total Queue Time by the Total Queued Count.
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Total Calls Dropped
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Displays the total number of calls that are dropped from the queue before the calls are connected to the agent.
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Calls Dropped (%)
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Displays the percentage of calls that are dropped before connecting to the agent.
The dropped call percentage is calculated on the basis of the Total Calls Dropped as compared to the total number of calls that are successfully connected to the agent.
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Cruise Control Based Call Campaign
The following fields are available for the Call Cruise Control node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Skill
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Displays the skill you have configured in CC Elite and mapped with POM skill.
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Pace Type
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CruiseControl.
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Minimum Agents
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This value determines the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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This value determines the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Desired Service Level (%)
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Displays the desired service level against which the POM system compares the realized service levels to determine service level error magnitude and direction.
You can specify any value between 70 and 99.
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Current Service Level (%)
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Displays the current service levels.
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Zone Name
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Displays the zone of the agents.
For a personal agenda or attribute-based campaign, when you click the zone name, a new window opens that provides the zone attributes. The zone attributes displayed are Count and the attributes that are configured for the Contact Record Assignment to Agent option in POM. You can use the Filters icon to filter the list.
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Service level (%)
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Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm considers this value to ensure that the desired level is achieved.
For example, if the service level is defined as 99, then out of 100 answered calls, 99 calls should be served by the agents and only 1 call is allowed as a nuisance call.
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Agent Utilization (%)
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Displays the percentage of time the agents are busy out of the total time of the job action.
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Current Agents
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Displays the total number of agents attached for the current zone of the job action.
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Idle
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Displays the total number of agents idle for the current zone of the job action.
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Aux
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Displays the total number of agents on a break for the current zone of the job action.
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Total Calls Handled
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Displays the total number of calls handled for the job action.
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Average Talk Time
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Displays the average talk time of agents for the job action.
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Average Preview Time
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Displays the average preview time taken by the agents for the job action.
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Average Hold Time
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Displays the average time for which a call is put on hold for the job action.
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Average ACW Time
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Displays the average wrap time of agents for the job action.
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Average Idle Time
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Displays the average idle time of agents for the job action.
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Idle (%)
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Displays the percentage of time the agents are idle for the job action.
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Break (%)
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Displays the percentage of time the agents are on a break for the job action.
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On Call
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Displays the total number of agents busy for the job action.
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Queued Count
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Displays the total number of calls that are currently in the queue for the campaign job.
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Total Queued Count
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Displays the total number of calls queued since the campaign job started.
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Total Queue Time
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Displays the total time for which the calls are in the queue.
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Average Queue Time
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Displays the average time for which the calls are in the queue.
The average queue time is calculated by dividing the Total Queue Time by the Total Queued Count.
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Total Calls Dropped
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Displays the total number of calls that are dropped from the queue before the calls are connected to the agent.
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Calls Dropped (%)
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Displays the percentage of calls that are dropped before connecting to the agent.
The dropped call percentage is calculated on the basis of the Total Calls Dropped as compared to the total number of calls that are successfully connected to the agent.
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Call Expert call Ratio
The following fields are available for the Call Expert call Ratio node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Skill
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Displays the skill you have configured in CC Elite and mapped with POM skill.
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Pace Type
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ECR.
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Minimum Agents
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This value determines the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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This value determines the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Minimum Hit Rate (%)
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Displays the minimum hit rate percentage, which determines the maximum number of calls to place to connect to an agent.
The minimum and maximum values are 1 and 100 respectively, in the increments of 10.
The default value is 30.
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Initial Hit Rate (%)
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Displays the initial hit rate percentage, which determines the average number of calls per agent that POM makes during the first 5 minutes of the campaign job.
The initial hit rate is the number of call completions compared to call attempts.
If you set the rate low, at 20 to 30, the dialer can make more connections than your agents can handle during the initial dialing period.
If you set the rate high, over 70, POM can fail to make enough connections to keep the agents busy.
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Zone Name
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Displays the zone of the agents.
For a personal agenda or attribute-based campaign, when you click the zone name, a new window opens that provides the zone attributes. The zone attributes displayed are Count and the attributes that are configured for the Contact Record Assignment to Agent option in POM. You can use the Filters icon to filter the list.
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Service level (%)
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Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm considers this value to ensure that the desired level is achieved.
For example, if the service level is defined as 99, then out of 100 answered calls, 99 calls should be served by the agents and only 1 call is allowed as a nuisance call.
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Agent Utilization (%)
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Displays the percentage of time the agents are busy out of the total time of the job action.
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Current Agents
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Displays the total number of agents attached for the current zone of the job action.
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Idle
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Displays the total number of agents idle for the current zone of the job action.
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Aux
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Displays the total number of agents on a break for the current zone of the job action.
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Total Calls Handled
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Displays the total number of calls handled for the job action.
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Average Talk Time
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Displays the average talk time of agents for the job action.
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Average Preview Time
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Displays the average preview time taken by the agents for the job action.
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Average Hold Time
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Displays the average time for which a call is put on hold for the job action.
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Average ACW Time
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Displays the average wrap time of agents for the job action.
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Average Idle Time
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Displays the average idle time of agents for the job action.
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Idle (%)
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Displays the percentage of time the agents are idle for the job action.
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Break (%)
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Displays the percentage of time the agents are on a break for the job action.
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On Call
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Displays the total number of agents busy for the job action.
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Queued Count
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Displays the total number of calls that are currently in the queue for the campaign job.
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Total Queued Count
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Displays the total number of calls queued since the campaign job started.
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Total Queue Time
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Displays the total time for which the calls are in the queue.
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Average Queue Time
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Displays the average time for which the calls are in the queue.
The average queue time is calculated by dividing the Total Queue Time by the Total Queued Count.
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Total Calls Dropped
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Displays the total number of calls that are dropped from the queue before the calls are connected to the agent.
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Calls Dropped (%)
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Displays the percentage of calls that are dropped before connecting to the agent.
The dropped call percentage is calculated on the basis of the Total Calls Dropped as compared to the total number of calls that are successfully connected to the agent.
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Call Manual
The following fields are available for the Call Manual node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Skill
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Displays the skill you have configured in CC Elite and mapped with POM skill.
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Pace Type
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Manual.
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Minimum Agents
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This value determines the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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This value determines the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Zone Name
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Displays the zone of the agents.
For a personal agenda or attribute-based campaign, when you click the zone name, a new window opens that provides the zone attributes. The zone attributes displayed are Count and the attributes that are configured for the Contact Record Assignment to Agent option in POM. You can use the Filters icon to filter the list.
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Service level (%)
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Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm considers this value to ensure that the desired level is achieved.
For example, if the service level is defined as 99, then out of 100 answered calls, 99 calls should be served by the agents and only 1 call is allowed as a nuisance call.
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Agent Utilization (%)
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Displays the percentage of time the agents are busy out of the total time of the job action.
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Current Agents
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Displays the total number of agents attached for the current zone of the job action.
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Idle
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Displays the total number of agents idle for the current zone of the job action.
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Aux
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Displays the total number of agents on a break for the current zone of the job action.
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Total Calls Handled
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Displays the total number of calls handled for the job action.
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Average Talk Time
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Displays the average talk time of agents for the job action.
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Average Preview Time
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Displays the average preview time taken by the agents for the job action.
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Average Hold Time
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Displays the average time for which a call is put on hold for the job action.
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Average ACW Time
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Displays the average wrap time of agents for the job action.
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Average Idle Time
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Displays the average idle time of agents for the job action.
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Idle (%)
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Displays the percentage of time the agents are idle for the job action.
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Break (%)
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Displays the percentage of time the agents are on a break for the job action.
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On Call
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Displays the total number of agents busy for the job action.
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Call Preview
The following fields are available for the Call Preview node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Skill
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Displays the skill you have configured in CC Elite and mapped with POM skill.
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Pace Type
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Preview.
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Minimum Agents
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This value determines the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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This value determines the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Zone Name
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Displays the zone of the agents.
For a personal agenda or attribute-based campaign, when you click the zone name, a new window opens that provides the zone attributes. The zone attributes displayed are Count and the attributes that are configured for the Contact Record Assignment to Agent option in POM. You can use the Filters icon to filter the list.
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Service level (%)
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Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm considers this value to ensure that the desired level is achieved.
For example, if the service level is defined as 99, then out of 100 answered calls, 99 calls should be served by the agents and only 1 call is allowed as a nuisance call.
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Agent Utilization (%)
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Displays the percentage of time the agents are busy out of the total time of the job action.
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Current Agents
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Displays the total number of agents attached for the current zone of the job action.
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Idle
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Displays the total number of agents idle for the current zone of the job action.
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Aux
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Displays the total number of agents on a break for the current zone of the job action.
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Total Calls Handled
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Displays the total number of calls handled for the job action.
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Average Talk Time
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Displays the average talk time of agents for the job action.
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Average Preview Time
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Displays the average preview time taken by the agents for the job action.
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Average Hold Time
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Displays the average time for which a call is put on hold for the job action.
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Average ACW Time
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Displays the average wrap time of agents for the job action.
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Average Idle Time
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Displays the average idle time of agents for the job action.
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Idle (%)
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Displays the percentage of time the agents are idle for the job action.
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Break (%)
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Displays the percentage of time the agents are on a break for the job action.
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On Call
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Displays the total number of agents busy for the job action.
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Active Agents for <node name> pane
The following fields are displayed in the Active Agents for <node name> pane:
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Name or Button
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Description
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|---|---|
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Filter 
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Click to specify the filter criteria for filtering the records.
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Clear All
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Removes the applied filters.
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Name
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Description
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|---|---|
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Agent ID
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Displays the agent ID.
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Agent Name
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Displays the agent name.
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Agent State
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Displays the agent state for the current session.
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Call Count
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Displays the number of calls handled in the current session by the agent.
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Call State
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Displays the call state for the current session for the agent.
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Average Talk Time
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Displays the average talk time of the agent for the job action.
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Idle Time (%)
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Displays the total percentage of time the agent is idle for the job action.
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Aux Time (%)
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The percentage of in-job break time of the agent in this job.
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Average ACW Time
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Displays the average wrap time of the agent for the job action.
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Average Hold Time
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Displays the average time the call is put on hold for the job action.
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Job Attach Time
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Displays the timestamp when the agent is attached to the job action.
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Conference Count
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Displays the number of conference calls attended by the agent for the job action.
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Transfer Count
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Displays the number of transfers initiated by the agent.
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Average Preview Time
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Displays the average preview time of the agent for the current session.
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Abandoned On Hold Count
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Displays the number of calls abandoned while the call is put on hold by the agent.
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Current Outbound Duration
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Displays the time spent by the agent in outbound activities.
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Agent Session Count
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Displays the number of times the agent is attached to the current job action in the current session.
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Agent State Time
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Displays the timestamp since when the agent is in the given state.
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Average Idle Time
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Displays the average idle time of the agent for the job action.
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