Real-Time Metrics

The Monitor tab of the LiveVox portal provides real-time statistics and metrics for voice, email, SMS, and chat channels. Using this information, you can measure the performance of your enterprise, call centers, services, or agents to improve efficiency. You can also use the Monitor dashboard to control the current activities of your agents. The Monitor tab also contains the Accounts and Ticketing subtabs. The Accounts tab provides accounts-related statistics. The Ticketing tab provides ticket-related statistics.

You can view the data on the Monitor dashboard across the following levels:

• Enterprise (that is, all call centers)
• Call center within an enterprise (that is, all services within the call center)
• Service group (that is, all services within the service group)
• Service within a call center or a service group

For voice, email, and SMS channels, the widgets that appear on the Outbound, Blended, or Inbound tab are based on the Graphical User Interface (GUI) settings. For example, the widgets for the Outbound tab may be Monitor Outbound, Agents, and Campaigns. 

Historical Metrics

The Review tab of the LiveVox portal provides access to reports for performance indicators and statistics related to various parameters at the call-center level and the agent level. You can generate the listed reports under the Review tab based on your requirements. The reports are displayed below the search criteria when generating a report. The criteria are saved, so you can easily alter their criteria and generate the report again.

 The following list of reports are available:

• Inbound Reports – Provide key performance indicators on inbound call management. 
  • You can generate this report for a period of 31 days or less and up to 90 days from the current date. To generate a report for additional time, contact the LiveVox Customer Care Team.

  • All the time values in the report are represented in Eastern Time.

• Campaign Reports – Provide aggregate-level statistics for services and campaigns along with lookup features for particular accounts or numbers. Your access level determines if you can view all or only part of the data. 
• Call Reports – Provide information on all accounts dialed over a selected date range. The Call Detail Report and the Failed Operator Report can be generated only for a three-day window. LiveVox can create call-level results for additional time frames if requested. Data can be generated for the previous 270 days from the current date.
• Agent Reports – Provide agent-level data. Agent reports provide agent-level data to gauge individual productivity and monitor agent activity. You can generate the reports only for a specific number of days depending on the type of report. LiveVox can provide results for additional periods if requested.
• Billing Reports – Provide a breakdown of usage charges for various periods for different features and functionalities of LVP. You can generate billing reports with a start date and end date not greater than 31 days.
• Analytics – Provide in-depth information about the contact patterns of consumer campaigns.