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Siebel Chat Guide > Managing Siebel Chat > Process of Setting Up Oracle Contact On Demand Supervision Manager >
About Setting Up Views in Oracle Contact On Demand Supervision Manager
The purpose of creating views in Oracle Contact On Demand Supervision Manager is to allow you to display and review real-time and historical contact center statistics, and monitor agent activity. A view is a grouping of contact center statistics, such as agents, interactions, and workgroup statistics. Each view that you create in Oracle Contact On Demand Supervision Manager contains a specific list of real-time statistics and information fields. Setting Up Views in Oracle Contact On Demand Supervision Manager
It is recommended that supervisors set up at least one each of the following types of views in Oracle Contact On Demand Supervision Manager to help monitor agent activity and chat interaction activity, and make decisions in relation to agent and queue management. This task is a step in Process of Setting Up Oracle Contact On Demand Supervision Manager. Table 12 describes each of these views in more detail.
- Agent Statistics
- Interaction Statistics
- Workgroup Statistics
- Project Statistics
- Project Media Totals Statistics
- Workgroup Media Totals Statistics
To set up views in Oracle Contact On Demand Supervision Manager, complete the steps in the following procedure. To set up a view in Oracle Contact On Demand Supervision Manager
- Log in to Oracle Contact On Demand Supervision Manager, and select the Supervision tab.
- Navigate to the Panels screen, then Panel N (for example, Panel A).
NOTE: Before creating a view, it is recommended that you select a Panel first because you cannot move a view to another panel after you create it.
- Navigate to the Views screen, then View Selection, where View Selection can be one of the following:
- On the General tab, specify a name for your view, and describe the purpose of the view as required.
- Go to the Columns tab, and specify the fields that you want to see displayed in your view. If required, change the order of the fields using the Move Up and Move Down buttons.
- Depending on the view you are setting up, go to the Workgroups tab, Users tab, or Projects tab as required:
- If setting up a workgroup view, go to the Workgroups tab and from the list of accessible workgroups, select the workgroup that you want to see displayed in your view.
- If setting up an agents view, go to the Users tab and from the list of all agents that you can monitor, select the agents that you want to see displayed in your view.
- If setting up an interaction view, go to the Projects tab and from the list of all projects that you can access, select the projects that you want to see displayed in your view.
- Click OK to display your view in the workspace.
NOTE: When you navigate to the Panels screen, then Panel N, a shadow appears in the Panel N icon indicating that a view exists for this panel.
Table 12 describes the types of views that you can set up in Oracle Contact On Demand Supervision Manager. For more information about creating views in Oracle Contact On Demand Supervision Manager, see Oracle Contact On Demand Supervision Manager Guide.
Table 12. View Types in Oracle Contact On Demand Supervision Manager
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Agent Statistics View |
This view monitors the real-time activity for the agents that you supervise. |
Interactions Statistics View |
This view enables you to see how chat interactions are flowing through the application. This information helps you to determine the number of interactions your agents are currently handling and the number of interactions that are backing up in the queues. NOTE: Flow tracking begins when interactions enter Oracle Contact On Demand, continues while Oracle Contact On Demand routes them to an agent, and ends when Oracle Contact On Demand disconnects them.
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Workgroup Statistics View |
This view enables you to view chat interaction activity in monitored workgroups with a high level of granularity. For example, you can monitor the following real-time statistics related to workgroup activity, all of which are of vital importance to supervisors responsible for managing agents and queues:
- Track the current and total interactions for chat interactions.
- Display the average talk time, average handle time, and average wrap-up time for chat interactions.
- Display the maximum wait time and maximum talk time for chat interactions.
- Display the average speed to answer statistics for chat interactions.
- Monitor the total number of interactions transferred in to the workgroup and transferred out of the workgroup.
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Project Statistics View |
This view evaluates the success of a specific project. There are many different values to choose from to customize your view, including the following:
- The average handle time for chats
- The average speed of answering chats
- The average talk time for chats
- The average time for all chats from start to finish
- The average chat wrap-up time
- The total number of daily chats
- The longest time a customer waited before an agent accepted a chat request from this project
- The longest time spent on a chat
- The total number of workgroup chats currently in the queue and being handled
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Project Media Totals Statistics View |
This view tracks the following activities in real-time:
- Total number of abandoned chats
- Total number of answered chats
- Total number of chats in the queue
- Total number of chats
- Total number of chats that reached overflow criteria
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Workgroup Media Totals Statistics View |
This view tracks answered and abandoned statistics, as well as queued and overflowed chat interactions. There are many statistics to choose from for your view, including the following:
- The total number of abandoned chats in a workgroup.
- The total number of chat requests for the workgroup that are received from the Web and answered by the agent.
- The total number of chats queued.
- The total number of chat requests for the workgroup received from the Web.
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