The Call Center Agent Dashboard is available to all agents. On the Call Center Agent Dashboard, each Agent has access to the following:
- Agents - To check the status / availability of other Agents in the Call Center
- Analytics - To review own call statistics and agent metrics.
- Call Detail Reports - To access own CDRs and recordings.
A Team Lead has access to his own and his team members's Analytics and Call Detail Reports (CDRs).
To log into the Call Center Agent Dashboard,
- Click on this link: https://v1.myvelox.com/clientsv2/call_center/
- Log in using your Dashboard credentials provided by your company's designated Velox administrator.
- Please note the the Agent Dashboard credentials are not the same as the App credentials.
4. Upon successful log-in, you will be taken to the Agent Status page.
5. The Agent page consists of the following:
A. Edit Password - Click here to edit your password. It is recommended to change your default password.
B. Logout - Click here to logout of the Agent Dashboard.
C. The side menu shows which page you are currently on. This indicated you are on the Agents page.
D. Click the dropdown to adjust the number of entries shown on the page.
E. The Search field allows you to search any keyword from the Agents page.
F. The columns / data on the Agents page are:
F.1. Extension - The extension number of the Agent
F.2. Agent Name - The name of the Agent as configured by the Call Center administrator.
F.3. Logged In - The time of the Agent's log-in for the day.
F.4. Logged Out - The time of the Agent's log-out for the day.
F.5. Queue - List of all the queues that this Agent is a member of. Click on More (...) to see all.
F.6. Status - The current / real-time status of this Agent.
6. The Analytics page consists of the following:
A. Edit Password - Click here to edit your password. It is recommended to change your default password.
B. Logout - Click here to logout of the Agent Dashboard.
C. The side menu shows which page you are currently on. This indicated you are on the Analytics page.
D. The Filter Analytics section allows you to set the parameters for the Analytics charts.
D.1. Quick Select Period - Choose the time period parameter from the drop-down list.
D.2. Date From / Date To - You may also specify the date range instead of a time period.
D.3. Display Option - Choose either Agent or Extension Number as display option.
D.4. Submit - Click this button to apply the parameters to all the Analytics reports and charts.
E. The Analytics section displays the pre-built reports and charts according to the Filter parameters.
The charts may be downloaded as PDF file format or as raw data.
The pre-built analytics reports are:
E.1. Average Call Time - Average number of minutes Agent is on a call on the selected time period.
E.2. Total Call Time - Total number of minutes Agent is on a call on the selected time period.
E.3. Average Wait Time - Average number of minutes caller waits to be answered.
E.4. Total Wait Time - Total number of minutes caller waits to be answered.
E.5. Total Call Statistics - Shows Call Time and Wait Time numbers in one chart.
E.6. On Call vs. Off Call - Number of minutes that Agent is on a call vs. off a call.
E.7. Call Statistics (Number of Calls) - Number of inbound, outbound, abandoned and answered calls
E.8. Call Statistics (Time) - Call Time and Wait Time per Agent with additional parameters
E.9. Agent Statistics - Number of minutes an Agent is on a particular status (Online, Offline, etc)
7. The Call Details Report page consists of the following:
A. Edit Password - Click here to edit your password. It is recommended to change your default password.
B. Logout - Click here to logout of the Agent Dashboard.
C. The side menu shows which page you are currently on. This indicated you are on the CDRs page.
D. The CDR Search section allows you to set the parameters for the CDR results.
D.1. Group - Allows to choose all or only a specific group of which Agent is part of.
D.2. Start / End Dates - To specify the date range of the CDRs to return.
D.3. Submit - Click this button to apply the Search / Filter parameters.
E. The Call Details Report section displays all the calls according to the Search parameters.
The resulting CDRs may be downloaded as PDF file format, CSV or Excel.
F. Click the dropdown to adjust the number of entries shown on the page.
G. The Search field allows you to search any keyword from the resulting CDRs.
H. The Download Selected button allows you to download only a subset of the CDR results.
I. The different columns / data in the Call Details Reports are as follows:
I.1. Call Number -
I.2. Dialled Number -
I.3. Caller/Receiver Name -
I.4. Call Type - Incoming, Local, International or Internal
I.5. Group - Queue or Call Group to which the call is routed to
I.6. Start Time - Date and Timestamp for when the call was initiated
I.7. Answer Time - Date and Timestamp for when the call was answered
I.8. End Time - Date and Timestamp for when the call was terminated
I.9. Total Duration - Total duration of the call from initiation to termination.
I.10. Wait Time - Time period between call initiation and answer time.
I.11. Billable Duration -
I.12. Destination Rate -
I.13. Total Call Cost - Billable duration multiplied by the Destination rate.
I.14. Recording - Click this button to download and listen to call recording
I.15. Extra Info - Click this button to access additional information regarding this CDR.
This section is used primarily for determining call disposition and troubleshooting.
