Chart Panel

The Range Selector controls the range of all the other KPIs charts and graphs in OneMonitor.

Chartpanel.png

Chart panel is composed by:

 

Toolbar

The toolbar contains:

  • Selected range indicator: Shows the selected range dates
  • View buttons: Allows to change the graph view. The available options are:
    • Linear view: Is the default view, and shows the graph of the default range
    • Bar view: Changes the graph from line to bars.
    • Tabular View: Shows, in a tabular form, all the KPI data per 15 minute interval.
      TabularView.png
      The pop-up window displays the following columns:
        • Time - The interval to which the remaining column data belongs.
        • Service - The name of the service to which the remaining column data belongs.
        • Demand - The number of interactions forecasted for that interval.
        • AST - The average service time (alerting time + connected time + wrapup time) of the interactions forecasted for that interval.
        • Agents Needed - The number of agents that are needed for the interval (based on the Erlang C formula) in order to comply with the objectives.
        • Agents Assigned - The number of agents assigned by OnePlan in that interval. The format is x(y) where x corresponds to the number of distinct agents assigned and y corresponds to the effective allocation of the agents to the service. Example: 2 (1.00) indicates that 2 agents are assigned to the interval but only at 50% in total, in other words, the 2 agents correspond to 1 agent allocated at 100%. This is only used in multi-service environments.
        • Capacity - The number of interactions that can be answered by the assigned agents.
        • Capacity Diff - The difference between the forecasted demand and the planned capacity.
        • Service Level - The planned service level for the interval.
        • Average Speed Of Answer - The planned average queue time of the interactions.
        • Abandon Rate - The planned abandon rate of the interactions (considering that calls will be abandoned if the queue time is bigger than the AWT (Acceptable Waiting Time) objective) .
          Note: The last line of the table contains the totals/averages of each column in the specific day.

 

The pop-up window toolbar:
TabularView_toolbar.png

  • Day Indicator - Indicates the day to which the tabular view belongs. The user can change the day or navigate through the days using the navigation buttons (< >).
  • Totals and Averages - By clicking this button, the user can see the totals and averages of all the KPIs for all the days (or other periods) in the monitor:
    TotalandAverages.png
  • Export table to Excel - Exports the table data for an Excel file. 

 

Chart area

The chart area shows the entire monitor range and the selected range:

  • The range span can be controlled by dragging the boundary handles that appear when the mouse is over the chart area.
  • The range dates can be controlled by dragging the selected range area with the mouse.

 

KPIs

The chart will display the ranges defined in the Range Selector. The available KPIs are:

  • Abandon Rate - The planned number of interactions (in percentage of the Demand) that are expected to be abandoned per Service. To calculate this indicator, the AWT (Acceptable Waiting Time) objective is used to calculate both the planned Service Level and the planned Absence Rate. Which means that interactions that are not answered before the AWT are expected to be abandoned.
  • Agents - The number of different agents assigned per Service.
  • Answered - The number of calls answered. 
  • AST (Average Service Time) - The forecasted Average Service Time (in seconds) per Service. This includes the alerting time, talk time and wrap up time indicators of the agent.
  • Average Speed of Answer - The planned average speed of answer (time that an interaction waits until being answered) per Service that the assigned Agents are expected to achieve.
  • Capacity - The planned number of interactions per Service that the assigned agents can answer within the defined Service Objectives.
  • Capacity Diff - The difference between the forecasted Demand and the planned Capacity.
  • Demand - The forecasted Demand (number of interactions) per Service.
  • Service Level - The planned Service Level per Service that the assigned Agents are expected to achieve.
  • Service Level Erlang - The planned (the Erlang C calculated Service Level using the real time assigned agents) and real time Service Level per Service. This is useful to see if the Erlang C formula is correct for the selected service or if a correction factor is needed when setting the objectives for the future plans.
  • Demand & Answered - The relation between the real and forecasted demand and the real and forecasted capacity.