Dashboards and Monitoring

The Survox Dialer Console monitoring features have been developed to help you do in-house monitoring and client monitoring using a simple to use interface.

Audio Monitoring

The Survox Dialer Console allows you and other users to listen to the Audio of any agent currently logged in or connected to the dialer.  Simple instructions are provided on the page with the phone number that is configured to access the monitoring system on-premise or off-premise.  This allows you to have clients or others dial into the same monitoring session so they can listen to the calls.  (This interface is a simple version of the one provided with the Survox Console.)  To stop listening to an interviewer or to mute them temporarily you can use the Mute and Stop Monitoring buttons.

Survox Dialer Dashboard

The Survox Dialer Dashboard information is a read-only utility which interfaces with the dialer. The dialer dashboard allows you to obtain real time information regarding the current status or state of campaigns/studies/projects and agents/inteviewers that are utilizing the dialer.

Pause / Paused

Clicking on the pause button will pause the DDI from updating.

Campaigns

Click on the Campaigns button to view studies/projects running on the dialer.

  • Campaign
    • This column consists of the study names. If you click on a specific study it will display the agents currently working on that study
  • Mode
    • This is the mode the study is running in, either Predictive or Targeted mode
  • Agents
    • Number of agents/interviewers logged into this study on the dialer
  • Calls
    • Number of calls made for this study
  • Connects
    • Total number of connected calls – this will include answering machines if AMD is turned on
  • Available
    • The number of phone numbers that are waiting at the dialer, usually 2 per interviewer
  • Talking
    • The number of agents/interviewers that are talking with a respondent
  • Ringing
    • The number of phone numbers the dialer is currently dialing and are in a ringing state
  • Dropped
    • The number of calls that were dropped or abandoned
  • Connect Rate
    • The percentage of connects, which is the number of connects divided by the number of calls made
  • Drop Rate
    • The percentage of dropped calls, which is the number of dropped calls divided by the number of connects
  • Drop Target
    • It is the currently set drop rate. The number of calls allowed to be dropped out of 10000 connects.
  • Average Predictive Time to Connect (ttc)
    • The average amount of time it takes between connects
  • Talk Time
    • Total talk time of all agents on the study/project
  • No Answer
    • Total number of no answers
  • Answering Machines
    • The total number of calls dispositioned as answering machines
    • Will say n/a if AMD is turned off
    • Recommended that you do not use AMD, it is more an art than a science)

Agents

Click on the agents tab to view a list of the agents currently working on the dialer.

agent_dashboard

  • Agent
    • The agent number or booth number
  • ID
    • The interviewer ID
  • Campaign
    • The study/project that the agent is working on
  • State
    • Current state of the agent/interviewer
      • NOT READY • Agent/Interviewer is not at a point to accept numbers; they may still be in the survey or on break
      • FRESH • Agent/Interviewer started but has not yet been put into the study
      • IDLE • Agent/Interviewer between interviews, on break or lunch
      • WAIT_PRED • Agent/Interviewer is waiting for a connect on a predictive mode study
      • WAIT_TARG • Agent/Interviewer is waiting for a connect to a number on a preview/power mode study
      • TALKING • Agent/Interviewer is connected to a respondent and talking
      • LOGGEDOFF • Agent/Interviewer hungup and logged off
  • Phone Number
    • The phone number of the currently TALKING record
  • Wait
    • The amount of time in seconds that the interviewer waited for the last connected call
  • Average Wait
    • The average time in seconds that the agent/interviewer has waited for a connect
  • Talk Time
    • The amount of time in seconds that the agent/interviewer has been talking to the current call
  • Total Talk Time
    • The total amount of time in seconds of all calls the agent/interviewer has taken
  • Interviews
    • The number of interviews/surveys started by this agent/interviewer
    • (This is not a count of completes)

Queues

Click on the queues tab to view a list of the studies in the queue currently working on the dialer.

queue_dashboard

  • Queue
    • Study/Project loaded for use by the dialer
  • Type
    • Dialing Mode
      • Predictive
      • Targeted
      • IVR (Inbound, Outbound)
  • Talking
    • Current number of connected live calls on the dialer
  • On Hold
    • Current number of calls that are waiting for the next available agent
  • Other Wait
    • Current number of calls that are queued, parked or waiting to be connected to an agent/interviewer/IVR
  • Appointment
    • Total number of scheduled calls
  • Avg Hold
    • Average  On Hold time of calls
  • Num Calls
    • Current number of calls made by the dialer
  • Gave Up
    • Total number of calls that respondents have hung up while on hold
  • Num Agents
    • Current number of agents/interviewers logged into the dialer
  • Num Waiting
    • Total number of interviewers waiting for a call
  • Talk Time
    • Total talk time that an interviewer is connected to a respondent
  • Avg Wait Time
    • Average interviewer wait time of calls
  • Recent Wait
    • Average interviewer wait time of calls
  • Num Calls Out
    • Total number of calls in progress, either interviewers talking to respondents, or the number of calls being dialed in predictive mode
  • Num Recent Drop
    • Total number of dropped calls since the study was loaded on the dialer

Log Agent Off Dialer

To log an agent off the dialer either because the agent is stuck or you just wish to immediately end calling for that agent you can click on the agent number.  You will then be prompted to confirm the action.

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