Jive Contact Center promotes a proactive approach to minimizing queue hold times and improving the caller experience by allowing you to evaluate how calls are handled within queues—all in real time. Stakeholders can easily view how long contacts are waiting and how long it takes to resolve a contact’s issue. Notifications alert you when the amount of unattended contacts reaches a predefined threshold, so you can make adjustments on the fly. Historical performance data is stored to generate various key performance indicator (KPI) reports to drive decisions concerning your operations and staffing.
Accessing Contact Center:
In order to access Jive Contact Center, you must have view reports or super admin permissions given to you by a system administrator.
1. Go to my.jive.com/cc
2. Enter your email address (JiveID) and Password
Note: Alternatively, you can access Jive Contact Center from the app switcher within other apps.
Supervisor Dashboard:
This page gives supervisors a dashboard to view key stats, the status of their agents, and the health of their queues all in one place. The data is generated in real time without needing to refresh the page. You can access more in-depth information about each queue by clicking on its name.
To access the supervisor dashboard, hover over the left navigation menu and then click Supervisor.
Stat Widgets:
Total Agents
The total number of agents across all queues (on call + idle + wrap up).
On Call
The number of agents currently on a call.
Idle
Agents logged in to call queue but not on a call.
Wrap Up
Agents using time after speaking to a contact to file tickets, update customer information, etc.
Avg Talk Time (ATT)
The average time an attended contact speaks with an agent. Time format changes from seconds (ss), minutes (mm:ss), or hours (hh:mm) depending on your current average.
Last 15 minutes
ATA over the last 15 minutes.
Last [DAY]
ATA one week ago.
Avg Speed of Answer (ASA)
The average time a contact waits for an agent across all queues. Time format changes from seconds (ss), minutes (mm:ss), or hours (hh:mm) depending on your current average.
Last 15 minutes
ASA over the last 15 minutes.
Last [DAY]
ASA one week ago.
Total Calls
Unattended
The number of contacts waiting to speak with an agent across all queues.
Attended
The number of contacts currently speaking with an agent across all queues.
Current Contacts
The total number of contacts across all queues (unattended + attended).
Longest Talk Time
Longest time an attended contact has been speaking with an agent in the queue.
