Menu Bar

On OneMonitor's side menu, you have a list of actions grouped into categories:

Menubar_monitor.png  - 

Duplicate

Update

Delete

Exit

Menubar_plans.png  -  Add/Remove
Menubar_services.png  - 

Add/Remove

Objectives

Menubar_warnings.png  - 

Configuration

Warning List

Alarm List

Menubar_reportings.png  -  Reporting

 

Duplicate: Duplicates the monitor.

Menubar_duplicate_popup.png

On the pop-up window:

  • Insert the monitor's name.
  • Insert the monitor's description.
  • Click OK to proceed.
Note: The fields will be already filled with the duplicated monitor's information preceded by Copy.

 

Update: Updates the monitor. 

Menubar_Update_popup.png

On the pop-up window:

  • Insert the monitor's name.
  • Insert the monitor's description.
  • Select Fixed Period or Last Days.
    1. If you selected Fixed Period:
      1. Insert a start date (mandatory).
      2. Insert an end date (mandatory).
    2. If you selected Last Days:
      1. Insert the number the number of days to monitor.
  • Click OK to proceed.

 

Delete: Delete the current monitor.

Menubar_delete_popup.png

On the pop-up window:

  • Click Yes to proceed.

 

Exit: Return to the homepage.

 

Add/Remove Plans: Add or remove plans from the plans available:

Menubar_addremoveplans_popup.png

On the pop-up window:

  • Drag and drop the plan(s) from the Available Plans to Added Plans.
    Tip: You can select the desired plans and click Homepage_newmonitor_button.png to move them to Added Plans or click Homepage_newmonitor_button2.png to add all available plans.
  • Click OK to apply the changes.

 

Add/Remove Services: Add or remove services from the services available:

Menubar_addremoveservices_popup.png

On the pop-up window:

  • Drag and drop the service(s) from the Available Services to Added Services.
    Tip: You can select the desired services and click Homepage_newmonitor_button.png to move them to Added Services or click Homepage_newmonitor_button2.png to add all available services.
  • Click OK to apply the changes.

 

Objectives: Check the current monitor's objectives.

Menubar_objectives_popup.png

On the pop-up window:

  • Check the desired service level, on Service Level %.
    Note: Service Level defines the Target Service Level objective for the Service. If, for example, it is defined as 90%, it means that 90% of the interactions of the Service must be answered before the period of time defined in the Voice AWT (Acceptable Waiting Time) objective. The Service Level is evaluated in the time span defined in the Grouping Period objective.
  • Check the absence rate.
    Note: Absence Rate specifies (in percentage) the minimum number of staff needed on schedule over and above base staff in order to meet business and operational objectives. The Absence Rate accounts for training, meetings, absenteeism, and backoffice activities.
  • Check the grouping period.
    Note: Grouping Period defines the time span where the Service Level objective is evaluated. Usually, the Service Level object is evaluated per day (24 hours) meaning that during a period of the day the Service Level can be below the objective but that in the entire day period the Service Level objective is achieved.

    A planner might want a more aggressive approach by setting, for example, the Grouping Period to 1 hour which means that the Service Level objective must be achieved in every 1 hour period.
  • Check the Voice AWT (Acceptable Waiting Time).
    Note: Voice AWT defines (in seconds) the acceptable waiting time for a voice interaction to wait on the queue before being answered by an agent. This is directly correlated with the Service Level objective in the way that interactions answered below the AWT increase the Service Level indicator while interactions answered above the AWT degrade the Service Level.
  • Check the Erlang C Correction Factor by inserting the desired value or clicking on the up/down arrows.
    Note: This is a fine tuning factor of the Erlang C formula. If, while analyzing in OneMonitor the planned data of previous plans versus the real time data, the planner verifies that Erlang C overestimates or underestimates the number of agents needed (by looking at the ServiceLevel versus the ServiceLevelErlang KPIs), it can set a correction factor in order to adequate the ErlangC formula to reality. This factor is defined in a positive or negative percentage. For example, if it is defined as 10%, it means that it was verified in OneMonitor that ErlangC is underestimating the number of agents needed by 10%. If it is defined as -10%, it means that it was verified in OneMonitor that ErlangC is overestimating the number of agents needed by 10%.
  • Click Close to exit the pop-up window.

 

Warning and Alarms Configuration: Configure warnings and alarms for the current monitor:

Menubar_configure3_popup.png

On the pop-up window:

  • Click on the Enable Plan Adherence Warnings checkbox to expand the Plan Adherence Warnigns configuration:
    • Click on the desired Indicator's checkbox to configure the thresholds.
  • Click on the Enable Agent Adherence Warnings checkbox to expand the Agent Adherence Warnigns configuration:
    • Click on the desired Type's checkbox to configure the thresholds.
  • Select if the warnings are based on:
    • Agent Ready
    • Agent Login
  • Click OK to proceed.

 

Menubar_configure4_popup.png

 

On the Alarms tab:

  • Click on the Enable Alarms checkbox to expand the Alarms configuration:
    • Click the desired Indicator's checkbox to configure the thresholds.
  • Click OK to proceed.

 

Warning List: Displays a list of all the warnings.

 

Alarm List: Displays a list of all the alarms.

 

Reporting: On this section you will find the customized reports configured on OneBackoffice.