Live Monitoring: FAQ

The number of calls displayed in the KPIs doesn’t match the numbers of calls I see

Here are some tips if the following KPIs don’t match the number of calls you see

This is applicable to :

• Total calls
• Outbound calls
• Inbound calls
• Answered
• Unanswered

Only ended calls are taken into account in the KPIs

Only ended calls count toward these KPIs, not the ongoing one.

Tip: Compare the top KPIs only with ended calls. Use the call outcome filter to remove ongoing calls for a more accurate comparison.

These top KPIs refresh each 20s

These top KPIs refresh each 20s, whereas the list of calls is updated within a smaller amount of time.

For more details, refer to this article

Unanswered KPI is not filtered by users or team

When you apply a user or team filter, the unanswered KPI isn't affected since unanswered calls aren't assigned to any user.

The KPI appears in grey with a disclaimer as a reminder.

Calls routed to external numbers

When calls are routed to an external number instead of a user, the total number of answered calls will exceed the sum of calls answered by individual users.

Example:

• On the “Support Line,” Louis answered 3 calls, Mary answered 2, and an external number, “Spanish Support Line,” answered 10 calls.
• The total for “Support Line” will show 15 calls.
• In the users tab, you’ll see one line for Louis with 3 answered calls and one for Mary with 2 answered calls.
• Calls to the external number won't appear under individual users but are included in the total.

What is the difference between picked-up and answered calls for a user?

• On the Users tab, you will find a metric for both “Answered inbound” calls and calls “picked up” by a user. Please note that these two metrics are not the same.
  • In case of transferred calls, an answered call will only be credited to the last participant of the call. In contrast, a call will be credited to a user as a picked up call every time that user participants in an inbound customer call.
• Examples:
  • For inbound calls ringing to several users simultaneously:
    • If the call rings to both User A and User B, and User B answers, there will be two ringing attempts: one picked up (User B) and one not picked up (User A).
  • For inbound calls ringing sequentially:
    • If the call rings to User A (who doesn’t answer) and then to User B (who answers), it will show two ringing attempts: one picked up (User B) and one not picked up (User A).
  • For transferred inbound calls:
    • If User A answers and transfers the call to User B (who also answers), it counts as one call, attributed to User B, with two picked-up ringing attempts (one for each user).

There are some users I don’t see, or I am seeing users that I did not expect, why is that?

If in the Users tab, some of the calls a user has answered aren’t displaying, this may be related to the difference between picked-up and answered calls explained above.

• If "Mary" answers a call and transfers it to "Louise", the "answered call" will be attributed to Louise. It won't appear in Mary's call list.
• To see the number of calls Mary picked up, including transferred calls, check the "picked up" metric for Mary.

If in the Users tab, you expect to see user “John”, but you don’t see this user. There can be several additional reasons for that:

• The user is deleted, not confirmed
• The user doesn’t have an agent role

Further:

Check your filters

If you don't see an expected user or you see extra users you didn’t expect, please review the filtering rules. In particular, Edge cases.

Check that you haven’t filtered on a list of users or a list of teams that would exclude John.

Check that you haven’t filtered on a number that would exclude John’s activity for example a number for which user had no activity during the period and was not part of the number’s distribution

⚠️ Reminder: A maximum of 200 users can be shown. If you reach this limit, a note will appear. Scroll down to see the full list of users even if they don't fit on the screen.

Check if you are focusing on Inbound calls

A setting allows you to focus on Inbound calls or “consider all users”.

If you set it to “Focus on inbound calls”, the users list will be filtered on the list of users that belong to the inbound distribution of the selected numbers (or had activity on these numbers during the period).

I’m not seeing the numbers I expected

If you're unable to find certain numbers, or if you're seeing unexpected numbers appear, kindly review our filtering rules. Pay particular attention to:

• The setting that enables you to focus on inbound calls
• Some specific scenarios

Please note: The system can display a maximum of 200 numbers at a time. If you reach this limit, a notification will appear.

Scroll down to see the full list of numbers if they don't fit on the screen.

The filter doesn’t contain all users, numbers or teams

• The Numbers filter shows the first 50 results. Use the search box to find and select numbers not listed.
• This also applies to the Users and Teams filters.

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