--- language: "en" --- # LinkLive Reporting ## LinkLive Reporting Welcome to The Customer Success Center, your online resource for official LinkLive Reporting user guides, troubleshooting guides, and official release notes. 📂... * ### [Video 1: Running a Report Management report](https://customersuccess.linklive.ai/llr/video-1-running-a-report-management-report.md) This video shows how to access LinkLive Report Management and manually run an existing report. 01 LinkLive Report Management - Run and Export a Report.mp4 * #### [Video 2: Scheduling a Report](https://customersuccess.linklive.ai/llr/video-2-scheduling-a-report.md) This video demonstrates how to schedule a report for delivery. 02 LinkLive Report Management - Schedule a Report.mp4 ### Documentation #### [LinkLive Reporting User Guide](https://customersuccess.linklive.ai/llr/linklive-reporting-user-guide.md) #### [Release Notes](https://customersuccess.linklive.ai/llr/release-notes.md) #### [LinkLive Reporting Videos](https://customersuccess.linklive.ai/llr/linklive-reporting-videos.md) --- language: "en" --- # Account Activity The **Account Activity** dashboard can be accessed from the Menu drop-down under the **Dashboards** category. This dashboard displays important detail about activity occurring outside of the hunt group. Important activity metrics include the following * Logins * Secure Messages * CoBrowse * Voice * Chat ![image-20231120-163343.png](https://customersuccess.linklive.ai/__attachments/a_cc030419eedbc7954005c93b238767ace8417f6dff6181887be0ca9a591ceed0/image-20231120-163343.png?cb=cac125adcb298c2ef7802ea85debfc26) ## Top Metrics Important metrics are summarized and provided to the user. These metrics reflect the selected time period. Review [Applying Agent Filters](https://customersuccess.linklive.ai/llr/applying-agent-filters.md) for detail on how to filter down results. Many of the hunt group specific filters will not be relevant to this view as the display is focused on activity outside of hunt group activity. ### Total LinkLive Sign Ins This metric card displays the total user logins for the time period selected. To view detailed information behind the metric, click the download icon in the lower right of the metric card. ![image-20231120-163805.png](https://customersuccess.linklive.ai/__attachments/a_5834de41d2faab4448c4e89e19373fcc5258512ca532e2b58373f2e44f9b9886/image-20231120-163805.png?cb=a2083f8125c4417025558b0088067d2f) ### Total Secure Messages, Sent/Recvd Secure messages sent and received from users within the selected time filter range. To view detailed information behind the metric, click the download icon in the lower right of the metric card. ![image-20231120-164841.png](https://customersuccess.linklive.ai/__attachments/a_ccc76335c11cdb671aae37e81a1d6dbee10f5a0fb2ab08d4646c9531db087bad/image-20231120-164841.png?cb=76aead4cf32cf1fc73e9ae69ed9c7489) ### Total CoBrowse Sessions CoBrowse sessions conducted within the selected time filter range. To view detailed information behind the metric, click the download icon in the lower right of the metric card. ![image-20231120-164930.png](https://customersuccess.linklive.ai/__attachments/a_2fe214ddcdb7d821a6e3e641b9a5bf127c3686f5599470b1da0748daa065ba40/image-20231120-164930.png?cb=8c62c7be5ef23570106bc5e470ba84c6) ### Total Voice Sessions Voice sessions within LinkLive occurring outside of typical hunt group activity appear in this section. To view detailed information behind the metric, click the download icon in the lower right of the metric card. ![image-20231120-181329.png](https://customersuccess.linklive.ai/__attachments/a_ecd967db44fae2f6b9eacd049e2d7ff930ceb130c065a6699e409f7aa9fe20e0/image-20231120-181329.png?cb=472c7ba8feb5bf56f1b677749d8b4b29) ### Total Chat Sessions Chat sessions within LinkLive occurring outside of typical hunt group activity appear in this section. To view detailed information behind the metric, click the download icon in the lower right of the metric card. ![image-20231120-181418.png](https://customersuccess.linklive.ai/__attachments/a_9181e46a48369db3054a0d60c1a261fc3f86d3d82dcac9952234a304c5767cae/image-20231120-181418.png?cb=75435864f330e581f2e623625da10ee8) ## Charts ### Access Type by Hour Type of access by hour for all users over the selected time interval. ![image-20231120-182743.png](https://customersuccess.linklive.ai/__attachments/a_ceb320d7913cefc777ebaf33f3376079bd6092ef2f209578f45d2d2613b655b3/image-20231120-182743.png?cb=62abe5e1e1ca1955abb107fe96b7df19) ### Local Voice Sessions by Hour Voice session by hour over the selected time interval. ![image-20231120-182835.png](https://customersuccess.linklive.ai/__attachments/a_69210dd868b131ae02c86db30e23a2371dcb180e38919a35909dc8d7f495583a/image-20231120-182835.png?cb=a12f4e146b825872f06cf25784bb8d29) ### Local Chat Sessions by Hour Chat sessions by hour over the selected time interval. ![image-20231120-182907.png](https://customersuccess.linklive.ai/__attachments/a_b3cf15c360ced1cd2c895880b8666797200393e7c1e6964e821b6558009545d7/image-20231120-182907.png?cb=60bd1569be95f73c72a1b2ccb4f39918) --- language: "en" --- # Ad Hoc Views Ad Hoc Views provide access to custom reports. A user can choose to start with a preconfigured report or start from scratch to build their own valuable insights. Outlined below will be the steps needed to build a custom report using both approaches. ## Custom Report from Scratch Begin the process by clicking **+ Create**within the Reporting Home section as shown below. ![Screenshot 2023-09-12 at 10.02.57 AM.png](https://customersuccess.linklive.ai/__attachments/a_0d722d40b25e7a4406cc808a4f506d32399cf25c73b110cae7a5c11dd0456611/Screenshot%202023-09-12%20at%2010.02.57%20AM.png?cb=240b00f4400303487592d5fbb5efff6d) Select your data set. We will work with LinkLiveDomain. ![Screenshot 2023-09-12 at 10.04.03 AM.png](https://customersuccess.linklive.ai/__attachments/a_66bdeea8c9bd928954cf2cbb885dfc04443e675da22f036ac4026a4d08eec962/Screenshot%202023-09-12%20at%2010.04.03%20AM.png?cb=89c7717889ba75ba3f82e877b9c18746) Select the data fields that are most interesting to you. For our example, we want to better understand session detail within our environment. ![LinkLive Reporting_ Data Chooser _ Fields.gif](https://customersuccess.linklive.ai/__attachments/a_1a649934547030453d51c03a3669f037298924e58ae2133d9daebe4f90000bb7/LinkLive%20Reporting_%20Data%20Chooser%20_%20Fields.gif?cb=11225c1a89e824bf7c6926215819207b) Begin adding columns and rows that meet your needs for this Ad Hoc report. This can be accomplished through simply double clicking the field of dragging the field to the desired destination. ![LinkLive Reporting_ Ad Hoc Editor.gif](https://customersuccess.linklive.ai/__attachments/a_c183bba7c0b18c7df625e9592c85aa27b7cbc2daafeef37c3c19083805d4791c/LinkLive%20Reporting_%20Ad%20Hoc%20Editor.gif) --- language: "en" --- # Agent Controls LinkLive Reporting enables agents with defined permissions to monitor an agent's activity, including audio, video, desktop, and presence status. To use this tool, the agent's LinkLive account must be a member of the Hunt Group to be monitored and must be configured with **Supervisor**access for the Hunt Group. The agent or agents to be monitored must also be configured as agents in the Hunt Group and must be set at Monitorable for the Hunt Group. See the section Configure the Agents above for details on how to do this. Agent Controls show you all the agents configured for the Hunt Group and their current status. Click on the presence status icon next to an agent and you will see the menu shown below. The supervisor can override the agent's status in the Hunt Group by using the **"Force status to"** pulldown menu. This can be useful, for example, if an agent is unable to take sessions, but has not set his or her status to *"busy"* or *"away".* Accessing the Agent Tools is achieved by clicking the expandable menu on the right the page as shown below: ![Agent Tools.gif](https://customersuccess.linklive.ai/__attachments/a_fa9d1f0a81aab839c0cd52cc5f98dc88906321d8eb650c4ced4dac4740680ebd/Agent%20Tools.gif?cb=648516c4763e79b8cfb330186fa278c7) If you click on the **"Monitor"**button, you can Silently Monitor the agent without giving clues or visibility to the agent that you are doing so. You may be prompted with a warning by your web browser that it's trying to launch your Communicator to silently monitor a session (as shown for the Chrome browser on the next page). You can click the box to have it not prompt you again, and then choose "Launch Application." If you are working on a Mac computer, you may not be prompted by the "**External Protocol Request** " box. Additionally, on the Mac Communicator client, there is no "**Set Associations** " option under the "**Start Up**" tab of the Communicator options. For Mac users, skip to the next page as the session you are monitoring will appear without these changes or prompts. ![image-20230210-195243.png](https://customersuccess.linklive.ai/__attachments/a_6d09d808f528da9d09f32f69479bbc774b293ab8759af1194818a8f341318ffa/image-20230210-195243.png?cb=821ba2ab1db991420a969b5915b6e84b) A new Communicator window will then be opened in which the Supervisor has access to a variety of silent monitoring tools. If a new window is **not** opened, that means that an association needs to be set in the Communicator tool itself. In the Communicator, click on the **Tools** menu and choose **Options** . Click on **Start Up** on the left side, then click the **"Set Associations"**button. ![image-20230210-195258.png](https://customersuccess.linklive.ai/__attachments/a_a09cdea6fc008ec285e4862b8f2a67dd372d0973be1dfba87521841963a9e7a0/image-20230210-195258.png?cb=a1716060d85cbdbbb77e5abe056222c2) That will open the screen shown below. Make sure that the box next to **"revto"**is checked, then close the Options window. ![image-20230210-195310.png](https://customersuccess.linklive.ai/__attachments/a_c793ab39fd0ac6245d6823e06f4e8ed1417f920ef63a11109df890e02e6da6ef/image-20230210-195310.png?cb=b2dd4059e372937a7891ceae0a941f4a) For both Windows and Mac users, if the Silent Monitoring tools don't automatically appear in the top portion of the new window, click on the gear icon above the tool pad to display them, as shown below. Click on the gear icon again to hide the session tools. ![image-20230210-195324.png](https://customersuccess.linklive.ai/__attachments/a_e80018a99162cea61b2d3aefa92f76bff0b0c5ffad1b721e84e65204a17753a8/image-20230210-195324.png?cb=db3c2c85781933d49ca28723de3f553a) --- language: "en" --- # Agent Scheduling To access Agent Scheduling, hover over the **View** menu and select **Agent Scheduling**. ![image-20230210-200743.png](https://customersuccess.linklive.ai/__attachments/a_00291cfc77d95e444baca5dbf15f09cd440127d4cbedcfeacf3643b167d95518/image-20230210-200743.png?cb=ebb510594ae7fccd1e3d78f95060c9d9) This will open a new tab in your browser taking you to the LinkLive Reporting Agent Scheduling sign in page (shown below). You can sign into LinkLive Reporting Agent Scheduling with your LinkLive Communicator/LinkLive Reporting credentials. ![image-20230210-200823.png](https://customersuccess.linklive.ai/__attachments/a_99554deb22e9107e12d6fa06b3fac8828ac5666ad4fb3031a2ea9b0a948fe91d/image-20230210-200823.png?cb=974071a7fd15593007ed79cdcf2cdaec) The **Home** page of LinkLive Reporting Agent Scheduling displays your **Inbox** , **Sent** folder and **Trash** folder, along with your personal **Schedule**for the week. ![image-20230210-200833.png](https://customersuccess.linklive.ai/__attachments/a_fa0c668fd0be04a0699c5a228bdaac404afc7c67a13fea2bf1e57fbc2b5447d5/image-20230210-200833.png?cb=d7e6b11f4ec0529244bbce48c2d63545) The **Schedule**tab displays schedules on the calendar for team members. The search bar in the upper left-hand corner allows you to search for a specific agent. The calendar button in the right-hand corner allows you to select a date in the future to view schedules for. ![image-20230210-200843.png](https://customersuccess.linklive.ai/__attachments/a_bd0e31ec2f765134669c91c7981820e8a717cf35089fc12158bd64c7140ea0f9/image-20230210-200843.png?cb=6aeccf06a4da4ee33a3865380d927b21) There are two types of schedule events that you can create: a **Change Request** or a **Weekly**schedule request. To create a Weekly schedule request, click on the date for that agent's row. A window will pop up with **Event Type** at the top where you will select Weekly. Underneath the Event Type section, a **Weekly Schedule**section will appear. You must select the **Start Date** and **End Date** for the weekly schedule you are entering. Next, you have the option to select if the schedule is a **Split Shift**. Select the days of the week along with the time of the shift (shown below). ![image-20230210-200853.png](https://customersuccess.linklive.ai/__attachments/a_209efccf2cf1da2648e16c028be245d942f08e1206af16ccfb621dd5f9d01a0a/image-20230210-200853.png?cb=223c449ea7953007ad08857306e07117) ![image-20230210-200858.png](https://customersuccess.linklive.ai/__attachments/a_62abff087cdcc270b20cfaf3359874a2ca58439b04830b49a7cc713b1054bcfa/image-20230210-200858.png?cb=f50bab6c47970438b814d3705b1450f6) **Change Requests** can be used to set aside time in an agent's schedule that is designated as a certain type of availability or unavailability: **Work** , **Available** , **On Call** , **Unavailable** or **Vacation**. To create a Change Request, click on the date for that agent's row. A window will pop up with **Event Type** at the top where you will select Change Request. A dropdown menu titled **Request Type** will appear, allowing you to choose from the options of **Work** , **Available** , **On Call** , **Unavailable** or **Vacation**. Next, select the Start Date and End Date for the request, along with the Start Time and End Time (for example, a request for a half-day of vacation) as shown in the image below. ![image-20230210-200907.png](https://customersuccess.linklive.ai/__attachments/a_a0f207c6e547d86ac484bd8a1553a4380c80443c60915625e35850add5013488/image-20230210-200907.png?cb=baa97792c19a21e1672c1788ecf60de1) The **Hunt Groups**tab displays hunt groups to filter your schedule view by, along with groupings and priority information. ![image-20230210-200916.png](https://customersuccess.linklive.ai/__attachments/a_2a4575bfc9d65d97427401577512e44678ffc2d136f4eb4a57ce1d6add07d102/image-20230210-200916.png?cb=da3e7dcba1a4eafdc09d57181277bc16) The **Profiles**tab provides a view for Supervisors to determine which profiles they would like to set a default schedule for. Once enabled, the Supervisor can select days of the week to set a default schedule for those agents. The Split Shift toggle allows Supervisors to set a split shift for a particular day. For example, an agent works from 7:00 AM -- 12:00 PM, and then again from 1:00 PM -- 5:00 PM. ![image-20230210-200933.png](https://customersuccess.linklive.ai/__attachments/a_a042dc210913d5706ec64205b9a414859a3ec08d3f0fbfcf50372577031468f6/image-20230210-200933.png?cb=06f91f32dd1050126325f55fca68723a) ![image-20230210-200937.png](https://customersuccess.linklive.ai/__attachments/a_1c9985af17a6c8c356baa8111d27e332a629dfbaf9075a6ffabf6fed1787c6ee/image-20230210-200937.png?cb=bb6543b721dc0a389723b84a815d85a4) --- language: "en" --- # AI Chatbot Activity The **AI ChatBot Activity** dashboard can be accessed from the **Menu** drop-down under the **Dashboards** category. This dashboard display important detail about all chatbots deployed across hunt groups. Metrics respond to hunt groups filters to drill into specific hunt group performance. Important chatbot metrics include the following * Average Handle Time (AHT) * Total ChatBot Sessions * Total Contained Sessions * Task Completion Reate * Escalation Rate ![image-20231127-163832.png](https://customersuccess.linklive.ai/__attachments/a_0c4379e9225756b6fbbdff87433bcbe00b42c1292839f1735480a774b6994152/image-20231127-163832.png?cb=53265072b30cc819187bc3644d545047) ## Top Metrics Important metrics are summarized and provided to the user. These metrics reflect the selected time period. Review [Applying Agent Filters](https://customersuccess.linklive.ai/llr/applying-agent-filters.md) for detail on how to filter down results. Many of the hunt group specific filters will not be relevant to this view as the display is focused on activity outside of hunt group activity. ### Average Handle Time (seconds) Quickly understand the amount of time users are interacting with a ChatBot by reviewing this metric. This display will reflect current hunt group and time series filtering. Clicking the download icon in the lower right corner will export a CSV of the underlying sessions for this metric. ![image-20231127-164817.png](https://customersuccess.linklive.ai/__attachments/a_cde037d86f7b4ebb1ba82490e8e8ec594a0062472c957a147410ac135be6d3e7/image-20231127-164817.png?cb=587265ac05c5a325a3fd724c59f8c6f1) ### Total ChatBot Sessions The total sessions initiated with the selected hunt groups chatbot during the time period. Clicking the download icon in the lower right corner will export a CSV of the underlying sessions for this metric. ![image-20231127-204056.png](https://customersuccess.linklive.ai/__attachments/a_1e576ed9b397763524b22e33a93a3cfd4341355b97eac2f5e4f6407c7d292d7a/image-20231127-204056.png?cb=d8fcdfed175b732fbc009a4603fa9213) ### Total Contained Sessions Sessions that are initiated with a chatbot but are never routed to an agent appear in this metric. This illustrates that a bot successfully resolved the users issues. Clicking the download icon in the lower right corner will export a CSV of the underlying sessions for this metric. ![image-20231127-211638.png](https://customersuccess.linklive.ai/__attachments/a_4ccdc2bc8775ab0a09ae912f023c24189b97c708d56ef5a6a713e14f18c0cf72/image-20231127-211638.png?cb=0cd448b52088224ea8f0581cf7e000b6) ### Task Completion Rate Similar to the **Total Contained Sessions** metric, this metric displays the % of sessions that were managed exclusively by the chatbot. Clicking the download icon in the lower right corner will export a CSV of the underlying sessions for this metric. ![image-20231127-211921.png](https://customersuccess.linklive.ai/__attachments/a_f36ee2b092266bab72df9bd2b588969da708a4acd96718b1b06e2d5ea904b675/image-20231127-211921.png?cb=dbf12a85bc4dc2683a652d6779a93096) ### Escalation Rate This metric is the inverse of the Task Completion Rate. It represents the percentage of sessions that arrived at the chatbot that were routed to an agent for completion. Clicking the download icon in the lower right corner will export a CSV of the underlying sessions for this metric. ![image-20231127-212837.png](https://customersuccess.linklive.ai/__attachments/a_1563b24f6f89b0d5c00f9761ad0dfe37bf1a33674fa28beed3fe7c4d438b3af4/image-20231127-212837.png?cb=be80c4c6ccf5cdac093f2c43e3d26805) ### Handle Time Per Hour Bar chart showing the average handle time of sessions occurring over the selected time period. Note that the legend dynamically shifts in granularity. In the example below, it shows 30 seconds, 1 minute, 1 minute and 30 seconds, etc ![image-20231127-215144.png](https://customersuccess.linklive.ai/__attachments/a_46baf832d4e2ce82bb90dc77f3e47e78177f61b60fde317675ce92e3e5a03683/image-20231127-215144.png?cb=76f7921d728ae466cc6da8732f9fae3c) ### Total ChatBot Sessions Per Hour Bar chart showing the total chatbot sessions occurring per hour over the selected time period. ![image-20231127-215907.png](https://customersuccess.linklive.ai/__attachments/a_7b24de5606298b0c7984232edcc7abf86072a872453b9fce8efecdb5f12c3f4a/image-20231127-215907.png?cb=e73a724a606f1defbc88d3f8f7509294) ### Total Escalations Per Hour A bar chart showing the total escalated sessions occurring per hour over the selected time period. ![image-20231127-220120.png](https://customersuccess.linklive.ai/__attachments/a_0382b3b5850d89c2da1900ce0f34555795c28e20a54449afa94a17675b6ecff5/image-20231127-220120.png?cb=da643c40af3c458b986173d267f2e769) ### Trending Conversations This widget displays the trending interactions within the select hunt group chatbots over the time period specified. This is useful in determining the nodes that users are interacting with most frequently that might be candidates for optimization. ![image-20231127-220230.png](https://customersuccess.linklive.ai/__attachments/a_de7c1309f33aa663e34354851ea673ca823b3484ab58b146c12e8fd18c1a2306/image-20231127-220230.png?cb=57d94a4d41746dd86938f5bb8532a678) --- language: "en" --- # Applying Agent Filters When viewing reports on the **Tiles** , **Charts \& Graphs** , **Work Day Report** , **Session Summary** , **Workforce Planning** , **Survey Results** and **QA Summary**pages, users can apply different filters can be applied to narrow down a search. ## **Filter by Date/Time** Users can filter reports in LinkLive Reporting by date and time. To filter by Date/Time, click on **Select Dates/Times** from the **Options**menu. The date selection window is shown below. The user can select a full week by clicking on the week number to the left of the calendar dates, select the entire month by clicking on the month name at the top of the selection window, or select a custom date range by holding the SHIFT key while clicking to select that range. ![LinkLive Reporting - Filter by Date and Time.gif](https://customersuccess.linklive.ai/__attachments/a_41389b73cd2d3c924d96ede167b7d5247f186b9cd94040c508949a02fc6001be/LinkLive%20Reporting%20-%20Filter%20by%20Date%20and%20Time.gif?cb=1bfb20d19a7ef473e195952d6e8a7222) ## **Filter by Groups** Users can filter reports in LinkLive Reporting by Groups. To filter by Groups, click on **Groups** from the **Options**menu. The user can check which Groups to include in the search. ![LinkLive Reporting - Filter by Groups.gif](https://customersuccess.linklive.ai/__attachments/a_473533497cd9f0cd4609c06ec9287f20ae51951bc4b0c973340dabcd7fd13b8a/LinkLive%20Reporting%20-%20Filter%20by%20Groups.gif?cb=d731c01abb82dc477cdb417c3998aec6) ## **Filter by Agent Teams** Users can filter reports in LinkLive Reporting by Agent Teams. To filter by Agent Teams, click on **Agent Teams** from the **Options**menu. The user can select which Agent Teams to include in the search. ![LinkLive Reporting - Filter by Team.gif](https://customersuccess.linklive.ai/__attachments/a_15c8da42b8e481110593a171dec7b8d3d5a1dc59e1735a9cdf1326df4ca98173/LinkLive%20Reporting%20-%20Filter%20by%20Team.gif?cb=4cf0f5898629cca6ebb071b898bdd714) ## **Filter by Skills** Additionally, users can filter by skill type. From the Options menu, click **Select Skills**. **Select Skills** that you wish to filter by. Then, select a filter type: **OR Filter** , **AND Filter** or **EXACT AND Filter** . The **OR Filter** will filter sessions to include those containing any of your selected skills. The **AND Filter** will filter sessions to include those containing all of your selected skills. The **EXACT AND Filter**will filter sessions to include those that contain an exact match of all your selected skills. ![LinkLive Reporting - Filter by Skill.gif](https://customersuccess.linklive.ai/__attachments/a_035868afd8979debbeff6fab03371a9b53d000413a1d6a1e94f1612b1f355990/LinkLive%20Reporting%20-%20Filter%20by%20Skill.gif?cb=785537579e52613001c970d4c2925c11) --- language: "en" --- # Business Intelligence Report management must be enabled by LinkLive. Reach out customer support to request access to LinkLive Reporting - Business Intelligence LinkLive Reporting delivers a simple yet robust suite of tools to dive into your most complex questions and answer those questions with powerful charts, metrics, and customized reporting. The insights can be scheduled and delivered directly to your user's at whatever intervals you prefer. Explore the sections below to learn how LinkLive Reporting - Business Intelligence can take your contact center insights to the next level! --- language: "en" --- # Charts and Graphs The agent must be granted the Reporting Stats level of LinkLive Reporting access to view Charts and Graphs. The Charts and Graphs view shows numerous charts detailing either the real-time or historical performance of the hunt group or hunt group grouping selected and can be accessed by clicking the **View** menu and selecting **Charts/Graphs** . The default view shows the current day's performance since midnight that morning. An example of the default view is shown below. The default view is a static view of the time of the window being opened. You can choose to manually refresh the data by choosing **Options** then clicking on **Refresh Now** . You can also specify an automatically-refreshing view by choosing **Options** , then **Auto Refresh**and selecting the refresh frequency from the pull-down list. You can change the dates for which the data is shown by choosing **Select Dates / Times** from the **Options**menu. The date selection window is shown below. You can select a full week by clicking on the week number to the left of the calendar dates, you can select the entire month by clicking on the month name at the top of the selection window, or you can select a custom date range by holding the SHIFT key while clicking to select that range. ![image-20230911-203145.png](https://customersuccess.linklive.ai/__attachments/a_13556fe4638ca426fcfc5c5abdb9f198e217b01e4820171a7392f37dc714b247/image-20230911-203145.png?cb=bcb724d1c46f3dca12b16024b297feca) If you have chosen a Hunt Group grouping, you can further refine which Hunt Groups are displayed by choosing **Options** , then **Select Groups** . Uncheck any groups you do not want displayed and click **Update Now**to refresh the display. You can choose which graphs get displayed and in what order by choosing **Select Charts** from the **Options** menu. A window is displayed that shows all the charts available for the report and the order in which they are displayed. Uncheck the **Show** box next to a chart type to hide it. You can also re-order the sequence in which the charts are displayed by dragging and dropping them into a new order. Once you have the charts selected that wish to display and in the order you want them, click **Update Now**to reflect your changes. ![image-20230911-203217.png](https://customersuccess.linklive.ai/__attachments/a_aad1d528bd23aad91d99f74497d8566ca82da2c3bf60301daa026b47cc6e7cf5/image-20230911-203217.png?cb=115814b5b6a3dc1c75c980a0e6ef962a) Finally, you can select **Show Data** as **CSV**from the Options menu to display all the session information that the Advanced Reporter is using as a list of comma separated values. You can then copy this information and paste into a spreadsheet program such as Microsoft Excel to do further analysis on the data if desired. Users have the ability to output reports in CSV format. These options can be delivered over multimedia (email, secure inbox, or file transfer). **Charts \& Graphs Definitions:** **Speed of Answer (Scatter):**Charts each completed session by showing the time the session was queued until answered by an agent. Click a dot to view the events for that session. **Service Level (Bar Graph):**Displays the number of sessions answered within each time interval. **Service Level (Gauge):**Displays the percentage of sessions answered within the configured time. **Average Sessions per Hour:** Calls per hour is calculated by total number of handled sessions divided by total work time of all agents**.** **Abandons (Bar Graph):**Displays the percentage of inbound sessions that were abandoned. **Handle Rate:**Displays the handle rate of each agent. Handle rate is defined as the number of sessions answered divided by the total work time (online + busy + onthephone). **Working Time:**Displays the work time of each agent. Green is online, orange is busy and yellow is on the phone. Hover over the bars to view details. **Agent Answer Time (Scatter):**Charts each completed session showing the time from the agent being offered the session to the agent answering the session. Click a dot to view the events from that session. **Inbound Handle Time:**Charts each completed session showing the time from when the agent answered the session to when the agent left the session. Click a dot to view the events from that session. **Outbound Handle Time:**Charts each outbound session showing the handle time for that session. Click a dot to view the events from that session. **Inbound Handle Time:**Displays the number of sessions handled in the time interval. Hover over each bar for more detail. **Sessions per Hunt Group:**Displays the number of sessions in each hunt group. Hover over a piece of the pie for more details. **Sessions per Agent (Pie):**Displays the number of sessions answered by each agent. Hover over a piece of pie for more details. **Abandons (Scatter):**Charts each abandoned session showing the amount of time from session start to when the session was abandoned. Click a dot to view the events from that session. **Held/Active/Outbound:**Displays three area charts stacked on top of each other for sessions: Held, Active and Outbound. The peaks at any point in time represent the sum of Held + Active + Outbound. **Inbound Sessions per Agent:**Displays the number of inbound sessions answered by each agent. Hover over a piece of the pie for more details. **Outbound Sessions per Agent:**Displays the number of outbound sessions answered by each agent. Hover over a piece of the pie for more details. **Redirects per Agent (Pie):**Displays the number of redirected sessions from each agent (RONA and ROAA). Hover over a piece of the pie for more details. **Auto-Handled Sessions (Scatter):**Charts each session that was handled automatically (i.e. required no agent involvement) and shows the time from when the customer was queued to the time the session ended. Click a dot to view the events from that session. **Handled with Redirects (Scatter):**Charts each handled session that contains RONA or ROAA redirects. Click a dot to view the events from that session. **Abandon with Redirects (Scatter):**Charts each abandoned session that contains RONA or ROAA redirects. Click a dot to view the events from that session. **Mail Sessions per Agent Pie:**Displays the number of mail messages forwarded to each agent (hover over a pie slice for more detail). **Skills Removed Pie:**Displays skills that were removed during the session by count (hover over a pie slice for more detail). --- language: "en" --- # Common Daily Agent Scorecard Report The **Daily Agent Scorecard** displays detailed information about agent performance. To get started, select the Common Daily Agent Scorecard Report from the available standard reports section. Review [Reports](https://customersuccess.linklive.ai/llr/reports.md) for a detailed overview of filter, export, and input control information. ![Screenshot 2023-09-13 at 7.42.22 AM.png](https://customersuccess.linklive.ai/__attachments/a_1f41f38e84bec976085dcfa68257c34730e803046646c57199bcddd72b24f6b7/Screenshot%202023-09-13%20at%207.42.22%20AM.png?cb=d080527c1853154d9b010f6e0e33e5c0) ## Input Controls Set the desired filter parameters with the input control. The **Start Date** and **End Date** can be generated as relative dates to today or specific dates by using DAY-X or clicking the calendar control to select a specific date. ![LinkLive Reporting_ Common Daily Agent Scorecard Report.gif](https://customersuccess.linklive.ai/__attachments/a_6dedcb733183d2f72d00218d4a13e32be8f743aa0168ead54ee647e429f06f0b/LinkLive%20Reporting_%20Common%20Daily%20Agent%20Scorecard%20Report.gif?cb=ef638ff5153c97781aa09b5aaf258166) You are able to select All, None, and Inverse to assist in bulk selection of options. After selection, click **Apply** or **OK** to view the results. ![Screenshot 2023-09-13 at 7.50.04 AM.png](https://customersuccess.linklive.ai/__attachments/a_453a028da41512aa4411a5ac28b897d3a32c1aad8e5b334118f69fe941f23f23/Screenshot%202023-09-13%20at%207.50.04%20AM.png?cb=8e2b8f8ade2f8f0574425942fc825546) The resulting report contains for the following columns * Date * Agent ID * Week * Day * First Name * Last Name * Start of Activity * End of Activity * Total Activity * Online Time * Busy Time * On the Phone Time * Be Right Back Time * Out to Lunch Time * Away Time * Outbound Handled * Inbound Handled * Total Handled * RONA * ROAA * Average Talk Time In * Average Talk Time Out * Average Wrap-Up Time * Productive Time Percent * Talk Time Percent * Busy Time Percent --- language: "en" --- # Common Daily CDR Report The **Common Daily CDR Report** displays detailed information about daily call detail records that occur within a contact center. Review [Reports](https://customersuccess.linklive.ai/llr/reports.md) for a detailed overview of filter, export, and input control information. ![Screenshot 2023-09-13 at 1.03.37 PM.png](https://customersuccess.linklive.ai/__attachments/a_306609c33d783ea62af63afb30f3905d17c88e16bc2ec001021b56ad09b52a30/Screenshot%202023-09-13%20at%201.03.37%20PM.png?cb=f8c93c6df76def738226a11a058f1b6c) The resulting report contains the following columns. * Hunt Group * Session ID * Session Start * Date * Session Type * Session Direction * Seconds Queued * Seconds Until Agent is Added * Seconds to Agent Response * Handle Time (secs) * Agent Wrap-up Time (secs) * Length (secs) * Responding Agent * Dbid --- language: "en" --- # Common Daily Disposition Report The **Daily Disposition Report** is used to display the disposition of users as they perform tasks through the day. Review [Reports](https://customersuccess.linklive.ai/llr/reports.md) for a detailed overview of filter, export, and input control information. ![Screenshot 2023-09-13 at 1.10.15 PM.png](https://customersuccess.linklive.ai/__attachments/a_185df3c1de9e4613dc9fe1170caa3ad5563e428ec669d7be7bcee4a13545a93c/Screenshot%202023-09-13%20at%201.10.15%20PM.png?cb=d7358118c26ea9096215ec6dd8fd64ae) The available columns within the Common Daily Disposition Report are shown below. * Date * Hunt Group ID * Layer1 * Layer2 * Layer3 * Layer4 * Count --- language: "en" --- # Common Daily Hunt Group Report The **Common Daily Hunt Group Report** includes summary information about hunt group activity. A unique section per hunt group is visible. Review [Reports](https://customersuccess.linklive.ai/llr/reports.md) for a detailed overview of filter, export, and input control information. View the report by selecting **Common Hunt Group Report** from available options as shown below. ![Screenshot 2023-09-15 at 7.22.48 AM.png](https://customersuccess.linklive.ai/__attachments/a_2c7964cb8cb91f4a3ac9f8b93b22956f27b61a92f3bc525c5d6c07afd0f0375a/Screenshot%202023-09-15%20at%207.22.48%20AM.png?cb=97fdfd7968d180dca11262b42b5c3fe3) A report similar to the view below will be visible. ![Screenshot 2023-09-15 at 7.25.35 AM.png](https://customersuccess.linklive.ai/__attachments/a_c22d91ad813b383131c15fa8ba59604878559303a692d2fd8a828bd4db4d2f05/Screenshot%202023-09-15%20at%207.25.35%20AM.png?cb=00457094eb0512dc0041885653fcfb16) The available columns are listed below. * Total Incoming Sessions * Total Outbound Sessions * Total Answered * Total Abandoned * Percent Abandoned * Average Time to Answer (secs) * Service Level Percent * Average Handle Time (secs) * Average Outbound Handle Time (secs) * Outbound Handle Time (secs) --- language: "en" --- # Common Daily Session Report The **Common Daily Session Report** displays detailed session information for all hunt groups for the previous day. Review [Reports](https://customersuccess.linklive.ai/llr/reports.md) for a detailed overview of filter, export, and input control information. ![Screenshot 2023-09-15 at 7.29.54 AM.png](https://customersuccess.linklive.ai/__attachments/a_5e464f77ffd9082becc068021464de2ccfe9c0212973559dada5d31e14ed57e0/Screenshot%202023-09-15%20at%207.29.54%20AM.png?cb=82e2c1eb8a7c5bd397a456a7ba4e681f) A report similar to the example below will be displayed. ![Screenshot 2023-09-15 at 7.32.33 AM.png](https://customersuccess.linklive.ai/__attachments/a_63dae17588d1b2dfc8a0a4f5c06157f622177b10e56441269b6e31cbb6d0f1d6/Screenshot%202023-09-15%20at%207.32.33%20AM.png?cb=bc38890841b26ca3aeca6dd168d8a626) Columns presented in the **Common Daily Session Report** are shown below. * Session Type * Session Direction * Database ID * Start Time * Session Hunt Group * Stop Time * ANI * DNIS * Abandoned * Redirected Count * Responding Agent * Speed of Answer * Handle Time * Session Duration --- language: "en" --- # Common Daily Session Report - Chat The **Common Daily Session Report - Chat** displays detailed session information for chat usage within your huntgroups. The default view looks to yesterday. Review [Reports](https://customersuccess.linklive.ai/llr/reports.md) for a detailed overview of filter, export, and input control information. ![Screenshot 2023-09-15 at 7.40.15 AM.png](https://customersuccess.linklive.ai/__attachments/a_96f762e0219db07564d42c1f6c8095f196e635a476ed7c9e0a4fa4fd4652babf/Screenshot%202023-09-15%20at%207.40.15%20AM.png?cb=4de470704076dc88daab2bea3c72d39c) A view similar to the image below will be displayed. ![Screenshot 2023-09-15 at 7.43.05 AM.png](https://customersuccess.linklive.ai/__attachments/a_d3cf6fb7d3ee52a6713e60f49594ae4afb79df5e6271d3583061741ab3f51ca1/Screenshot%202023-09-15%20at%207.43.05%20AM.png?cb=8ae99a5eb4ad66bd53b1e4494938a65b) Columns available within this report are listed below. * Session Type * Session Direction * Database ID * Start Time * Session Hunt Group * Stop Time * ANI * DNIS * Abandoned * Redirected Count * Responding Agent * Participating Agents * Speed of Answer * Handle Time * Session Duration --- language: "en" --- # Common Weekly Grouping Report The **Common Weekly Group Report** displays summary hunt group metrics for the prior week by hour. Only time blocks where usage occurred will display. Review [Reports](https://customersuccess.linklive.ai/llr/reports.md) for a detailed overview of filter, export, and input control information. ![Screenshot 2023-09-15 at 7.45.13 AM.png](https://customersuccess.linklive.ai/__attachments/a_be0d19931e66ca553f50e182f24ef8fd58a6de442cdfbb922bed52990e2326db/Screenshot%202023-09-15%20at%207.45.13%20AM.png?cb=97167f23bc807c3f90756b638e9b127f) A report similar to the example below will display. ![Screenshot 2023-09-15 at 7.46.58 AM.png](https://customersuccess.linklive.ai/__attachments/a_7cc4b7753275171810f289280a65b4226101f8e053b8b647a32b80df2e007707/Screenshot%202023-09-15%20at%207.46.58%20AM.png?cb=88ad4697616a60af5d0bcaa65cda3ea2) The columns presented are listed below. * Date * Time * Week * Day * Total Inbound * Total Outbound * Inbound Handled * Abandoned * ASA (Secs) (Average) * AHT (secs) * Service Level Percent --- language: "en" --- # Dashboards LinkLive Reporting - Dashboards provides read only visibility into mission critical contact center metrics to help you drive efficiency and success within the organization. Review the sections below to see how LinkLive Reporting - Dashboards can give you improved confidence and visibility. * [Account Activity](https://customersuccess.linklive.ai/llr/account-activity.md) * [AI Chatbot Activity](https://customersuccess.linklive.ai/llr/ai-chatbot-activity.md) * [Charts and Graphs](https://customersuccess.linklive.ai/llr/charts-and-graphs.md) * [Session Summary](https://customersuccess.linklive.ai/llr/session-summary.md) * [Tiles](https://customersuccess.linklive.ai/llr/tiles.md) * [Workday Report](https://customersuccess.linklive.ai/llr/workday-report.md) --- language: "en" --- # Deprecation Path The tools listed in this section are scheduled for deprecation by the end of 2023. These tools will be replaced by LinkLive Workforce Management. Please reach out to your administrator if you are interested in LinkLive Workforce Management. A detail user guide of that solution is available here: [Workforce Management User Guide](https://revation.atlassian.net/wiki/spaces/WMUG/pages/1841823821/Workforce+Management+User+Guide) * [Agent Scheduling](https://customersuccess.linklive.ai/llr/agent-scheduling.md) * [Workforce Planning](https://customersuccess.linklive.ai/llr/workforce-planning.md) --- language: "en" --- # Getting Started with LinkLive Reporting LinkLive Reporting is part of the LinkLive suite and is a unique application for contact center agents and supervisors that utilizes a variety of tools to measure contact center statistics, monitor agent performance, and plan scheduling for peak call times. TODO: Add video of Reporting Experience --- language: "en" --- # Joining an Active Session The main portion of LinkLive Reporting shows the list of active sessions for the Hunt Group. If there are no active sessions, this area will be blank. Data about any active sessions are shown on the console, including participants, caller information, response time, and duration of session. To join an active session as a supervisor, click on the **"Join Session"** button next to the desired session. The icon next to the **"Join Session"**button indicates the type of session. In the image below, the first session is an active web chat and the second session is an active voice call. ![image-20230913-213015.png](https://customersuccess.linklive.ai/__attachments/a_931a10d68128884e118cd7b7cdcb9e8c03055261b080be165b5e3cc03eb81f54/image-20230913-213015.png?cb=4b4ff40a93a66f0f409adea89691dc91) This method of joining a session has the Supervisor as an active participant in the session (as opposed to silently monitoring). For voice sessions (phone calls), if the Supervisor clicks on the join button (phone icon), he or she will be joined to the ongoing audio for that session and will be able to hear and be heard by all participants. If you simply wish to listen in on the session rather than participate, **be sure to check that your microphone is muted**. The supervisor can type in the chat window and it will be visible in the agent's window, but not visible to the caller since he or she is audio-only. The image below shows a Supervisor joining an audio session in progress. The Supervisor is not shown as a participant at the top of the message window. ![image-20230210-195410.png](https://customersuccess.linklive.ai/__attachments/a_c235af8891ba34f52c13ae3a3d8cfd89336ce7de1c1292e3193c48d1f2ce0432/image-20230210-195410.png?cb=59e77c4a76dfa5cdebce4de170fda34b) For active chat sessions, the Supervisor will be joined to the existing session just like with a phone call. If there is audio in the chat, the Supervisor's window will ring just like with an audio session. Otherwise, the window will not ring and there will be no audio. Anything the Supervisor types in the chat window will be visible to all participants in the session who are participating via Communicator, web chat, LinkLive.app, and LinkLive Mobile. --- language: "en" --- # LinkLive Reporting User Guide ## About LinkLive Reporting LinkLive Reporting is part of the LinkLive suite and is a unique application for contact center agents and supervisors that utilizes a variety of tools to measure contact center statistics, monitor agent performance, and plan scheduling for peak call times. * [Getting Started with LinkLive Reporting](https://customersuccess.linklive.ai/llr/getting-started-with-linklive-reporting.md) * [Sign In to LinkLive Reporting](https://customersuccess.linklive.ai/llr/sign-in-to-linklive-reporting.md) [Using LinkLive Reporting](https://customersuccess.linklive.ai/llr/using-linklive-reporting.md) --- language: "en" --- # LinkLive Reporting Videos These videos use the LinkLive data to demonstrate how to use LinkLive Report Management. * [Video 1: Running a Report Management report](https://customersuccess.linklive.ai/llr/video-1-running-a-report-management-report.md) * [Video 2: Scheduling a Report](https://customersuccess.linklive.ai/llr/video-2-scheduling-a-report.md) * [Video 3: Creating a New Report](https://customersuccess.linklive.ai/llr/video-3-creating-a-new-report.md) * [Video 4: Report Management Standard Report Overview](https://customersuccess.linklive.ai/llr/video-4-report-management-standard-report-overview.md) --- language: "en" --- # Navigation Menu A new menu structure has been implemented with LinkLive Reporting 23.9601. This new structure brings important navigation links together in an easy to use drop down. ![image-20231120-134945.png](https://customersuccess.linklive.ai/__attachments/a_6ceeb18f99ae0b73d4c0a0ec36b94c0a611fbef0d867df79617d94e5a3d5ac1f/image-20231120-134945.png?cb=b61eb4c6081480e153590ca15811b529) --- language: "en" --- # QA Summary The agent must be granted the QA Rights level of LinkLive Reporting access to have QA Monitoring capabilities. Your organization must contact the LinkLive Support Team to enable QA Monitoring. Administrators in the system are able to review and score agent sessions. To find a session to review, click on the **Find** drop down menu in the top left-hand corner of the screen, and select **Find Session for Review...** ![QA Summary Link.png](https://customersuccess.linklive.ai/__attachments/a_6d2e78372cf3ef0f3b2be24d92fa6f32a43ed7391a0268d66cb5a5bf5ae3404c/QA%20Summary%20Link.png?cb=97b607500e9201cbac1373c09994a359) ![Screenshot 2023-09-12 at 7.39.28 AM.png](https://customersuccess.linklive.ai/__attachments/a_9eff56da8588db41706c41e3d4cea60fcc2c7d712e531d40b126673a590877a4/Screenshot%202023-09-12%20at%207.39.28%20AM.png?cb=82728f7c2351e25f8cda81d8b83419a6) A pop-up box titled **Find Session For Review** will appear where you will be prompted to select specific criteria (**Date Range** , **Phone** , **Chat** , **Inbound** , **Outbound** , **Minimum** , **Maximum** and **Agent**) for the session you wish to review. ![Screenshot 2023-09-12 at 7.40.34 AM.png](https://customersuccess.linklive.ai/__attachments/a_8d3113c148b1e279713e3ef7e9c47579dab651bc9a654d77fafcf102dd8b7dcd/Screenshot%202023-09-12%20at%207.40.34%20AM.png?cb=1c1918faf0713c2f7beadf7599cdd298) The **Date Range** defaults to the past two weeks but can be changed by clicking on the **(change)**button. A calendar will appear once the change button has been clicked. Click on the month name or a week number to select a range or hold SHIFT while clicking for an arbitrary range. ![Find and Change Session.png](https://customersuccess.linklive.ai/__attachments/a_693c5254a750009aef0b3ba3b281e4c746f6d17a5f5a31f6f8ca00daee3641eb/Find%20and%20Change%20Session.png?cb=4c05232b2c03fd81e8a8eccfcc9c3412) ![image-20230210-200328.png](https://customersuccess.linklive.ai/__attachments/a_275513a4945f39b50bcf023c1f33e4c50de9e8842560d40cad0fc5871e62e6ca/image-20230210-200328.png?cb=6b6a87d8cf2a3d65cc4705b1c8a0c6c9) The **Phone** , **Chat** , **Inbound** and **Outbound**boxes allow you to check which type of sessions you are searching for. The **Minimum** and **Maximum**dropdown menus allow you to select the time range of the session. ![Screenshot 2023-09-12 at 7.42.23 AM.png](https://customersuccess.linklive.ai/__attachments/a_90f333f5c26dfb4cd5d915169e83abed1a83aa36768547066df177a59533b107/Screenshot%202023-09-12%20at%207.42.23%20AM.png?cb=d017b5c6bfefbbe8715bd0be7f9ade4b) The **Agent**dropdown menu allows you to select a particular agent to search sessions for. The system defaults to "Any Agent." ![Screenshot 2023-09-12 at 7.43.07 AM.png](https://customersuccess.linklive.ai/__attachments/a_c06f7e6d498eb490faf2bf1dbed03e326e34ba89a2dc379c2bef5d560e9cb8f7/Screenshot%202023-09-12%20at%207.43.07%20AM.png?cb=9bba2494da110c0afce5ddb5f8b963d9) Once you have selected the criteria you wish to search for, click the **Search**button. A list of 3 random sessions will be populated. If for some reason you are looking for a different session, clicking the Search button again will populate another 3 random sessions. An agent cannot review their own sessions. ![Screenshot 2023-09-12 at 7.44.19 AM.png](https://customersuccess.linklive.ai/__attachments/a_82bd99638f3c55d03c4f1d793667f9828e64a159dadcf7f1181a6b631731ae5f/Screenshot%202023-09-12%20at%207.44.19%20AM.png?cb=ee1f2e644a67dad66cabaa1b2f17a9fb) Select the session you wish to review by clicking on that session in the list. You will then be led to the Evaluation Screen. The Call Monitoring Evaluation screen will display the name of the evaluation at the top (the image below displays an evaluation titled "Support QA Form"). If multiple evaluation forms have been configured for an organization, there will be a dropdown menu allowing you to select which evaluation form to use for the review. The upper right-hand corner of the screen will display the audio file of the session to playback (only if the particular session being reviewed was a phone call). Below that are the **Session Details** and **Session Transcript**sections that can appear or disappear by clicking on the section headers. The **Session Details** view has information for the **Evaluator, Date of Evaluation, Session Start Time, Agent** and **Hunt Group.** The image below has the **Session Details**information displayed. ![Screenshot 2023-09-12 at 7.46.17 AM.png](https://customersuccess.linklive.ai/__attachments/a_1efd8822abccaca3865c5d7225e26a9469597a74a74ae04cbf3b67d6f4e60c70/Screenshot%202023-09-12%20at%207.46.17%20AM.png?cb=beb22512917675601e6cab7872109f9f) The **Session Transcript**view shows the information from the session. The image above has the Session Transcript information displayed. ![Screenshot 2023-09-12 at 7.49.39 AM.png](https://customersuccess.linklive.ai/__attachments/a_17809f6c17e1de9680b8bfa4d6e85a39ef882263333206643ad72f3b1bbc0b42/Screenshot%202023-09-12%20at%207.49.39%20AM.png?cb=88c196a0bd03ed70e82015c5b7d62c64) The **Session Details**view shows the information about the session itself, such as the session start time, the agent, the hunt group, as well as the evaluator and the date of the evaluation. The Session Details view is shown in the image above. The evaluation questions are custom-configured for each organization. Point values are assigned for each tier of answer that is selected. Point values can be weighted for a weighted point response. Evaluators are to select an answer in each section of the evaluation form to rate the agent. The image below shows the drop-down menu allowing you to select from different forms your organization has created. ![Screenshot 2023-09-12 at 7.53.28 AM.png](https://customersuccess.linklive.ai/__attachments/a_7f8bd0130b89ce2bcff1785305f6f6bc1685c56d0f7d087ca80e22e064c512d2/Screenshot%202023-09-12%20at%207.53.28%20AM.png?cb=02424db9fac05dac53e42a2985839abe) Once the evaluation answers have been selected, click the **Submit** button at the bottom of the page. At this point the evaluation is complete and can be viewed from the **QA Summary Menu**. ## **Viewing a Completed QA Form** To get to the **QA Summary Menu** , click the View menu at the top of the LinkLive Reporting homepage, and select **QA Summary Menu.** ![QA Summary Link.png](https://customersuccess.linklive.ai/__attachments/a_6d2e78372cf3ef0f3b2be24d92fa6f32a43ed7391a0268d66cb5a5bf5ae3404c/QA%20Summary%20Link.png?cb=97b607500e9201cbac1373c09994a359) The **QA Summary**screen displays a recap of the reviews completed that day by all Administrators. The **Reviews** column lists the number of sessions that have been reviewed for that agent. The **Average Duration** column displays the average of the duration of the reviewitself. The **Score**column displays the average score of the total reviews that have been completed for that agent. The **My Reviews** section at the bottom of the page displays only the reviews that you have completed. The **Score**column in this section lists the score for that individual review only. Scores listed are hyperlinked and can be reopened in read only form for review. ![Screenshot 2023-09-12 at 7.56.10 AM.png](https://customersuccess.linklive.ai/__attachments/a_5d4b098f6bf3ea63614798091783f7e346afe23c2c0d8d33a4fbe36b90a48306/Screenshot%202023-09-12%20at%207.56.10%20AM.png?cb=3c8b3435ab3f6681059762ee76bce09d) Information from reviewed sessions can be viewed by individual agents in the **Agent Dashboard** . There is a new tile in the Agent Dashboard called **Average Review Score**, which lists the average score of the agent on the left side of the tile and the average review score of all of the other agents in the call center on the right side of the tile. ![image-20230210-200548.png](https://customersuccess.linklive.ai/__attachments/a_575793ba3f4133cf472ed344d848d293aebfae077d749bd925bcadf9d2387af4/image-20230210-200548.png?cb=20e7f998afa4c4c522fa63ae9b5ac14a) ## **Editing or Deleting a Completed QA Form** To access a completed form, go to the **My Reviews**portion at the bottom of the QA Summary page and click on the score to pull up the completed form. ![Screenshot 2023-09-12 at 8.02.30 AM.png](https://customersuccess.linklive.ai/__attachments/a_607257f7f5a8b9f32426c78d2eb339d9454ccc5d539a313b2e2f89e872ec89d4/Screenshot%202023-09-12%20at%208.02.30%20AM.png?cb=9150982eeb1333ce35e565c3bd547775) The completed QA form will have **Edit** , **Delete** and **Close**buttons in the top righthand corner and bottom middle of the page enabling you to edit or delete the previously completed form. In LinkLive Reporting, agents have the ability for those with permission to edit or delete any previously completed QA Summary Form (not just their own). To edit the form, click on the score column. Then, click **Edit**and edit the answers on the form accordingly. ![Screenshot 2023-09-12 at 8.06.09 AM.png](https://customersuccess.linklive.ai/__attachments/a_8f4f5a2a1b26552a4d1ae3001b985ae3cc08900883ad3533a6b44a0800b1e4f8/Screenshot%202023-09-12%20at%208.06.09%20AM.png?cb=fb775e33e6f71adc74d53b9da7fb4648) --- language: "en" --- # Release 23.09.1 (v9.5) ## Date: September 25th, 2023 ## Updates **Introducing Account Activity Insights** We are excited to introduce the new "Account Activity" section in LinkLive Reporting. This feature offers valuable insights into activities occurring outside of the hunt group and queue, enhancing your visibility into important account actions. Explore and stay informed with Account Activity! * User Logins * Secure Messages Sent * CoBrowse Sessions * Voice (coming soon) * Chat (coming soon) ![image-20230912-132252.png](https://customersuccess.linklive.ai/__attachments/a_8b65e429d3407688a0b57bd360ba98f76e4a7ad55133ebf491164690324c97df/image-20230912-132252.png?cb=aa513f968e6b532308f6e5ea600d9d3d) ### **Enhanced Visibility with AI Chatbot Activity** We are pleased to introduce the AI Chatbot Activity feature, which provides improved visibility into virtual assistant interactions within specific hunt groups. Users can now effortlessly filter and analyze the performance of their virtual assistant. LinkLive Reporting offers a comprehensive set of metrics, as listed and defined below, to empower your insights. * Average Handle Time - Average session duration an end user was interacting with an AI chatbot * Total ChatBot Sessions - Total sessions handled by an AI chatbot over the date range selected * Total Contained Sessions - Sessions that were not escalated to an agent. * Task Completion Rate - The percentage of sessions that were handled entirely by the AI chatbot * Escalation Rate - The percentage of sessions that were escalated to an agent Additionally, we provide several helpful charts to gauge usage volume by hour as well as trending topics within your AI chatbot. ![image-20230912-140604.png](https://customersuccess.linklive.ai/__attachments/a_b265643ecb53b5008f32cae998cd6a17c7ead57dfbf9636f1905e25225ca9e27/image-20230912-140604.png?cb=863886efc11f92c2bc150d6e1ced749f) ![image-20230918-121232.png](https://customersuccess.linklive.ai/__attachments/a_26df8bc0baf128858c4ecfd536394caea285949655efce8eb9fcb18c06eaf047/image-20230918-121232.png?cb=2c954c543cfdd129b96ba7a875fc9123) #### Enhanced Experience Here is a refreshed reporting interface that aligns seamlessly with other LinkLive solutions. While all your insightful call center data remains unchanged, we've made subtle improvements to colors, fonts, and other LinkLive styles to enhance your overall user experience. Enjoy the updated look and feel as you continue to optimize your call center operations. ![image-20230912-142503.png](https://customersuccess.linklive.ai/__attachments/a_bdf49dc4b5dea99412c5a9d735dc4904481d60939521e01b92592257aa29cb1d/image-20230912-142503.png?cb=827cd60306429e8a465784626f702347) ![image-20230912-142647.png](https://customersuccess.linklive.ai/__attachments/a_17dced500dff709691c9a86e5b40981f71fc321ce518df4e79f4e4fb8feedfd8/image-20230912-142647.png?cb=58babd350d4776bf552d0964ccfa5830) --- language: "en" --- # Release 23.11.1 (v9.6) ## Date: November 6th, 2023 ## Updates **Introducing an improved navigation experience** We are excited to introduce the new navigation experience. This implementation brings all navigation items into a single large menu. This new menu is organized into categories of features that are frequently used together. This feature is the first in a series of LinkLive Reporting UI improvements that LinkLive is excited to launch over the next several months. ![image-20231106-200941.png](https://customersuccess.linklive.ai/__attachments/a_6e5605befdf401681cf2165e4d34cb50677b6bc232516d9a7597fc361cd7ebd6/image-20231106-200941.png?cb=9ead28d287d4ff41b90ed95b86a55e09) **Work Day Report Improvement - Custom Statuses** A frequently requested feature is the ability to see custom statuses within the workday report. LinkLive is excited to announce support for custom status reporting within the Workday Report. A user logging into LinkLive Reporting will notice the displayed columns have been expanded to include any custom statuses configured. This is a dynamic implementation that will change to reflect the current statuses available. Included in this improvement is the ability to hide custom statuses and return the report to the pre-release state. ![custom status.png](https://customersuccess.linklive.ai/__attachments/a_2040eddd3559227cbc0c2d5bc5fe4295f1a8645b39c48d91fb4f6d564c3071f5/custom%20status.png?cb=bb220a890e1f9f257e593b5447b52966) An update to Report Management is planned in a future release to bring this functionality to your business intelligence views. --- language: "en" --- # Release 24.01.1 ## Date: January 26th, 2024 ### Updates #### LinkLive Reporting integration to LinkLive.app along with Supervisor Join Users that are permissioned to access LinkLive Reports (fka MMP) and LinkLive.app can now access LinkLive Reports from a reporting icon on the left hand navigation bar of LinkLive.app. In LinkLive Reports, users can view charts, graphs, reports, and see current chat and voice sessions for chosen hunt groups in real-time. To monitor and join a session, the supervisor will click the Join Button, at which point they will join the session as a silent participant. They can choose to enter the conversation by activating the voice icon or entering a chat message. ![image-20240118-232437.png](https://customersuccess.linklive.ai/__attachments/a_d7b3c3ce579a4f8aada839e69b32afbede5dc64f84a7edc4ed45b81b3860f1c4/image-20240118-232437.png?cb=503c4b5e0b6f3e2ffe4b81469f80bacc) *** ** * ** *** #### Account Activity Chart: New Access Type by Hour Structure LinkLive Reporting Account Activity charts allow users to view real time statistics on LinkLive usage and access. The Access Type Chart shows number of user accesses from LinkLive.app, Communicator, or API calls. This enhancement allows user to view these high level categories and then click on the access point in the chart legend, e.g. LinkLive.app to see additional details such as which O/S and browsers are accessing LinkLive. The user can return to the Top Level view or Previous View by clicking on the corresponding button in the Chart Window. ![image-20240129-203400.png](https://customersuccess.linklive.ai/__attachments/a_3f5937750e821330ad47a361d33923e1adf84cb98a250718f2710200d3d4e8ac/image-20240129-203400.png?cb=4b05d5c85574a5cce3af3de1efd598dd) *** ** * ** *** * Numerous performance and bug fix updates ### Past Updates [Release Notes History](https://customersuccess.linklive.ai/llr/release-notes-history.md) --- language: "en" --- # Release 24.01.2 ## Date: 2/14/24 ### Updates #### Release Version Visibility LinkLive Reporting users can now easily determine what version of LinkLive Reporting they are currently using. Simply select Options \> About and the version will be shown. OK and "x" return to the previous screen. ![image-20240207-224800.png](https://customersuccess.linklive.ai/__attachments/a_0bec30eced990bd2e52502c8fd7bd04ad1eee7871f7ac3c8011e63c8ed0056ec/image-20240207-224800.png?cb=918bc2db03e56ea704a683b9d86a7f0d) ![image-20240207-224828.png](https://customersuccess.linklive.ai/__attachments/a_891f51e41eae2869344375def31e055e4e8629426b3d2c73e6d3b587bd9b122e/image-20240207-224828.png?cb=9c035e2959f3813d871feaa4a0ef1e02) *** ** * ** *** #### Configure and View Service Levels by Hunt Group As a user of LinkLive Reporting, I may want to configure different service levels per hunt group and have the Service Level speedometer widget, in both Charts / Graphs and the Service Level tile, display the service level performance across all selected groups. Since the Service Level widget and tile currently displays the service level e.g. SL: 30s, the widget and tile will now display '\~' if the service levels ++differ++ across hunt groups. Please contact LinkLive support to update the service levels in your hunt groups. ![image-20240207-224516.png](https://customersuccess.linklive.ai/__attachments/a_1aed9b0e62fe80d989be725e07bf9cc7adcb59173fe97d27cd75b2a53956e099/image-20240207-224516.png?cb=3973f82c8b197e4b7d79fb48d53f32be) ![image-20240207-224503.png](https://customersuccess.linklive.ai/__attachments/a_daf5560ab129a3314e84b325123f5b59b39959cbbdec4e12537ef0dde609cbf0/image-20240207-224503.png?cb=a813d646bc39184a385118c8abf2a926) *** ** * ** *** #### QA Evaluation Form - Print to PDF QA evaluation forms can now be printed using the browser print functionality. The screenshot below shows how to access the Print functionality in the Chrome browser as an example. Within the Print Dialog, users can choose Print to PDF as the Destination to create a PDF of the QA evaluation form. ![image-20240207-223500.png](https://customersuccess.linklive.ai/__attachments/a_632471f369c2979d02558dae8fc8c3aa4324091e43d97691ab554fa0b22d5bee/image-20240207-223500.png?cb=d47221b1db29b2100da3e7020eaf0818) ![image-20240207-223152.png](https://customersuccess.linklive.ai/__attachments/a_2b492a9f07c404a566141b6942e32cc8465c7933229ce16811604dfc3f100686/image-20240207-223152.png?cb=4a190396a163235d88a4031c70ff9c79) *** ** * ** *** * Miscellaneous performance and bug fix updates ### Past Updates [Release Notes History](https://customersuccess.linklive.ai/llr/release-notes-history.md) --- language: "en" --- # Release 24.05.2 ## Date: 5/6/24 ### Updates #### (24.05.2) Support QA on multiple ADR instances by same Agent We have enhanced our MMP to differentiate an Agent with multiple ADR instances and identify which ADR instance is associated with their handling of the session when performing a QA Review. This multi-instance ADR by same Agent scenario occurs when we have an agent that is signed in with two different clients. *** ** * ** *** #### (24.04.2) ADR playback for chat sessions We are enhancing our MMP QA Reviews to support ADR playback independently from an audio source. Thus, if a session being reviewed contains an ADR, it should support playback regardless if chat only or a voice call. So this will enable ADR playback for chat sessions. *** ** * ** *** #### (24.02.1) Survey Display Value of NONE When designing a survey, some questions can be asked only for the purpose of structuring the survey, and do not reflect the survey satisfaction. To support these scenarios, a Survey display value of "none" has been added to the currently supported values of "tile" and "pie chart". If the display value is "None", LinkLive Reports does not render the chart on the survey report. *** ** * ** *** #### (24.02.1) Display Scatter Charts by Hour vs Date This new feature will provide an option to "Show Scatter Charts by Hour". Once toggle on, Scatter charts will overlay all points (regardless of the day it falls on) by it's hour of occurrence within the day. This can then be toggled back to "Show Scatter Charts by Date" to show the details as previously implemented. This will apply to all scatter charts on the "Charts/Graphs" view. ![Scatter by Date-20240224-204615.png](https://customersuccess.linklive.ai/__attachments/a_7032210b146c60be1a0208505273c862ff59be81ef46f43e72beffd5e8d3a9ba/Scatter%20by%20Date-20240224-204615.png?cb=020537c9d782f5a56d3904d829244893) *** ** * ** *** * Miscellaneous performance and bug fix updates ### Past Updates [Release Notes History](https://customersuccess.linklive.ai/llr/release-notes-history.md) --- language: "en" --- # Release 25.04.2 ## Date: 4/30/25 ### Updates #### (25.04.2) Display Expiration Check duration in Reporting About popup We will be display the Expiration Check timeframe on MMP Reporting → About page to show when a session expiration will be rechecked automatically. This time frame would typically be 2 minutes before the expiration. *** ** * ** *** #### (25.03.2) Surveys Dissatisfaction Report to ignore any results outside of valid range In MMP on Survey Dashboard, the Dissatisfaction Report would now ignore any results outside of the valid range. Thus, if the customer is asked to enter a numeric response from 1-5 and they enter 6 then their response will not be counted in the results tabulation. *** ** * ** *** * Miscellaneous performance and bug fix updates ### Past Updates [Release Notes History](https://customersuccess.linklive.ai/llr/release-notes-history.md) --- language: "en" --- # Release 25.05.3 ## Date: 5/26/25 ### Updates #### (25.05.3) Work Day Report with new metrics called ROSA (Redirect on System Action) If an agent is forced offline due to detected loss of connectivity while there is a session assigned to them, we will include that under a new metrics called ROSA (Redirect on System Action) instead of RONA. This new metric will show up as a new column in the Work Day Report as shown below: ![image-20250523-023058.png](https://customersuccess.linklive.ai/__attachments/a_2cecf467cc14a63f8596655a41950118834fa6e46d2cf5c914273d446a33cf10/image-20250523-023058.png?cb=847bf9fc385170aa759e1a986e664c69) *** ** * ** *** #### (25.05.1) Date Navigation buttons disabled during refresh Currently, in MMP the Date Navigation buttons that allow a user to navigate to the previous/next Hour, Day, Week, Month are not disabled during refresh. This can lead to users clicking repeatedly, causing the many refresh requests to be queued. So this change will disable the Date Nav buttons during refresh. ![date nav buttons.png](https://customersuccess.linklive.ai/__attachments/a_c90753f69447891faca55960dc6e1afde160ddb749067fdb134226cd99ddd160/date%20nav%20buttons.png?cb=53b0a656c8903e1b05a2901a9650b5f5) *** ** * ** *** * Miscellaneous performance and bug fix updates ### Past Updates [Release Notes History](https://customersuccess.linklive.ai/llr/release-notes-history.md) --- language: "en" --- # Release Notes Welcome to LinkLive Reporting Release Notes. This page will be updated as new features and functionality are deployed to LinkLive Reporting in production. * [Release 25.05.3](https://customersuccess.linklive.ai/llr/release-25-05-3.md) * [Release 25.04.2](https://customersuccess.linklive.ai/llr/release-25-04-2.md) * [Release 24.05.2](https://customersuccess.linklive.ai/llr/release-24-02-1.md) * [Release 24.01.2](https://customersuccess.linklive.ai/llr/release-24-01-2.md) * [Release 24.01.1](https://customersuccess.linklive.ai/llr/release-24-01-1.md) * [Release 23.11.1 (v9.6)](https://customersuccess.linklive.ai/llr/release-23-11-1-v9-6.md) * [Release 23.09.1 (v9.5)](https://customersuccess.linklive.ai/llr/release-23-09-1-v9-5.md) * [Release Notes: History](https://customersuccess.linklive.ai/llr/release-notes-history.md) * [Release 24.12.2](https://customersuccess.linklive.ai/llr/release24.12.2.md) --- language: "en" --- # Release Notes: History ## LinkLive Reporting 24.01.2 ### Date: 2/14/24 #### Updates ##### Release Version Visibility LinkLive Reporting users can now easily determine what version of LinkLive Reporting they are currently using. Simply select Options \> About and the version will be shown. OK and "x" return to the previous screen. ![image-20240207-224800.png](https://customersuccess.linklive.ai/__attachments/a_26b0847d807d451506ef59016982d102ffdd15ea8c7fc5df02d49a913910b3f9/image-20240207-224800.png?cb=918bc2db03e56ea704a683b9d86a7f0d) ![image-20240207-224828.png](https://customersuccess.linklive.ai/__attachments/a_5e49c5fee4ae15b71238fdf42ccbe92722e236974c7a9a5ab2cf0bf8b6a8a60e/image-20240207-224828.png?cb=9c035e2959f3813d871feaa4a0ef1e02) *** ** * ** *** ##### Configure and View Service Levels by Hunt Group As a user of LinkLive Reporting, I may want to configure different service levels per hunt group and have the Service Level speedometer widget, in both Charts / Graphs and the Service Level tile, display the service level performance across all selected groups. Since the Service Level widget and tile currently displays the service level e.g. SL: 30s, the widget and tile will now display '\~' if the service levels ++differ++ across hunt groups. Please contact LinkLive support to update the service levels in your hunt groups. ![image-20240207-224516.png](https://customersuccess.linklive.ai/__attachments/a_3339b83f1c9ceb99063b794dff14de719587cd24f02ed1b4e25582ee2a00c23e/image-20240207-224516.png?cb=3973f82c8b197e4b7d79fb48d53f32be) ![image-20240207-224503.png](https://customersuccess.linklive.ai/__attachments/a_abc95aa13a03133a5856c982806cde3c5ff93300e3628189ce6a38bb293d4cab/image-20240207-224503.png?cb=a813d646bc39184a385118c8abf2a926) *** ** * ** *** ##### QA Evaluation Form - Print to PDF QA evaluation forms can now be printed using the browser print functionality. The screenshot below shows how to access the Print functionality in the Chrome browser as an example. Within the Print Dialog, users can choose Print to PDF as the Destination to create a PDF of the QA evaluation form. ![image-20240207-223500.png](https://customersuccess.linklive.ai/__attachments/a_f94dd65667d7afb4dea1de325dbe73e2821dabc6ff2e18f49a4f41eeb7e05ced/image-20240207-223500.png?cb=d47221b1db29b2100da3e7020eaf0818) ![image-20240207-223152.png](https://customersuccess.linklive.ai/__attachments/a_1c5636023866cea1a0410429d71d755fdbb0c19b8eff8ccade04a7af5b157e99/image-20240207-223152.png?cb=4a190396a163235d88a4031c70ff9c79) *** ** * ** *** * Miscellaneous performance and bug fix updates #### Past Updates ## LinkLive Reporting 24.01.1 ### Date: January 26th, 2024 #### Updates ##### LinkLive Reporting integration to LinkLive.app along with Supervisor Join and Monitor Users that are permissioned to access LinkLive Reports (fka MMP) and LinkLive.app can now access LinkLive Reports from a reporting icon on the left hand navigation bar of LinkLive.app. In LinkLive Reports, users can view charts, graphs, reports, and see current chat and voice sessions for chosen hunt groups in real-time. To monitor and join a session, the supervisor will click the Join Button, at which point they will join the session as a silent participant. They can choose to enter the conversation by activating the voice icon or entering a chat message. ![image-20240118-232437.png](https://customersuccess.linklive.ai/__attachments/a_a0d837378d09dda2d3b35ad743de4f06e6dbe757e9a80bfdbdea68f650c5a168/image-20240118-232437.png?cb=503c4b5e0b6f3e2ffe4b81469f80bacc) *** ** * ** *** ##### Account Activity Chart: New Access Type by Hour Structure LinkLive Reporting Account Activity charts allow users to view real time statistics on LinkLive usage and access. The Access Type Chart shows number of user accesses from LinkLive.app, Communicator, or API calls. This enhancement allows user to view these high level categories and then click on the access point in the chart legend, e.g. LinkLive.app to see additional details such as which O/S and browsers are accessing LinkLive. The user can return to the Top Level view or Previous View by clicking on the corresponding button in the Chart Window. ![image-20240129-203400.png](https://customersuccess.linklive.ai/__attachments/a_b8ebe1b84c156fc5a171c65877d21df3e231e6abd08baa070f2ad0dac221ab19/image-20240129-203400.png?cb=4b05d5c85574a5cce3af3de1efd598dd) *** ** * ** *** * Numerous performance and bug fix updates ## LinkLive Reporting 23.11.1 (v9.6) ### Date: November 6th, 2023 #### Updates ##### Introducing an improved navigation experience We are excited to introduce the new navigation experience. This implementation brings all navigation items into a single large menu. This new menu is organized into categories of features that are frequently used together. This feature is the first in a series of LinkLive Reporting UI improvements that LinkLive is excited to launch over the next several months. ![image-20231106-200941.png](https://customersuccess.linklive.ai/__attachments/a_eef74c541c77ad7914af93146d1af55d096efc1fb576faadfee901c806e4ce30/image-20231106-200941.png?cb=9ead28d287d4ff41b90ed95b86a55e09) ##### Work Day Report Improvement - Custom Statuses A frequently requested feature is the ability to see custom statuses within the workday report. LinkLive is excited to announce support for custom status reporting within the Workday Report. A user logging into LinkLive Reporting will notice the displayed columns have been expanded to include any custom statuses configured. This is a dynamic implementation that will change to reflect the current statuses available. Included in this improvement is the ability to hide custom statuses and return the report to the pre-release state. ![custom status.png](https://customersuccess.linklive.ai/__attachments/a_ef6cbfc41aae05f3504672498078f56b23327c783d81e51fdb7aef8fec3d83df/custom%20status.png?cb=bb220a890e1f9f257e593b5447b52966) An update to Report Management is planned in a future release to bring this functionality to your business intelligence views. *** ** * ** *** ## LinkLive Reporting 23.09.1 (v9.5) ### Date: September 25th, 2023 #### Updates ##### Introducing Account Activity Insights We are excited to introduce the new "Account Activity" section in LinkLive Reporting. This feature offers valuable insights into activities occurring outside of the hunt group and queue, enhancing your visibility into important account actions. Explore and stay informed with Account Activity! * User Logins * Secure Messages Sent * CoBrowse Sessions * Voice (coming soon) * Chat (coming soon) ![image-20230912-132252.png](https://customersuccess.linklive.ai/__attachments/a_95003c4fbf3ab94b8036253568c8eec880c812b75a8aa1340430ce7065572154/image-20230912-132252.png?cb=aa513f968e6b532308f6e5ea600d9d3d) ##### Enhanced Visibility with AI Chatbot Activity We are pleased to introduce the AI Chatbot Activity feature, which provides improved visibility into virtual assistant interactions within specific hunt groups. Users can now effortlessly filter and analyze the performance of their virtual assistant. LinkLive Reporting offers a comprehensive set of metrics, as listed and defined below, to empower your insights. * Average Handle Time - Average session duration an end user was interacting with an AI chatbot * Total ChatBot Sessions - Total sessions handled by an AI chatbot over the date range selected * Total Contained Sessions - Sessions that were not escalated to an agent. * Task Completion Rate - The percentage of sessions that were handled entirely by the AI chatbot * Escalation Rate - The percentage of sessions that were escalated to an agent Additionally, we provide several helpful charts to gauge usage volume by hour as well as trending topics within your AI chatbot. ![image-20230912-140604.png](https://customersuccess.linklive.ai/__attachments/a_fe78743fc2e3daa2ff3b6da11f1bffc9e857323946ad4fba72db07182b8d8f16/image-20230912-140604.png?cb=863886efc11f92c2bc150d6e1ced749f) ![image-20230918-121232.png](https://customersuccess.linklive.ai/__attachments/a_6eca712aa6a7637692a24cdb07777bdc3b02dbe6011bebd4525992c95cc8b62c/image-20230918-121232.png?cb=2c954c543cfdd129b96ba7a875fc9123) ##### Enhanced Experience Here is a refreshed reporting interface that aligns seamlessly with other LinkLive solutions. While all your insightful call center data remains unchanged, we've made subtle improvements to colors, fonts, and other LinkLive styles to enhance your overall user experience. Enjoy the updated look and feel as you continue to optimize your call center operations. ![image-20230912-142503.png](https://customersuccess.linklive.ai/__attachments/a_130d11bada7011ab7cfc0bf175f36bce24ac9bd52413f1c7dbb5c4a1e38d2398/image-20230912-142503.png?cb=827cd60306429e8a465784626f702347) ![image-20230912-142647.png](https://customersuccess.linklive.ai/__attachments/a_a7d4dde9ff75bc93c39441cc3e6c7c82219acb40d07e847cccec440dd73fd5f2/image-20230912-142647.png?cb=58babd350d4776bf552d0964ccfa5830) --- language: "en" --- # Release 24.12.2 ## Date: 1/1/25 ### Updates #### (24.12.1) Support QA on multiple ADR instances by same Agent If an agent is forced offline due to detected loss of connectivity while there is a session assigned to them, treat that Agent Out as a RONA (Redirect On No Agent) instead of ROAA (Redirect On Abandon Agent). *** ** * ** *** * Miscellaneous performance and bug fix updates ### Past Updates [Release Notes History](https://customersuccess.linklive.ai/llr/release-notes-history.md) --- language: "en" --- # Reports Reports provide access to prebuilt reporting that typically meet all the needs of a supervisor managing the contact center. These prebuilt reports have a prefix of **Common.** A user can access the reports by simply clicking on the Reports icon. A list of available reports are visibility. If a new report is needed, a user is able to click **+ Create**. This will provide a pop up to select a base report to begin modifications. An example of accessing the base reporting and creating a new report is shown below. ![LinkLive Reporting_ Home.gif](https://customersuccess.linklive.ai/__attachments/a_3b96cff5a888cbd288e376a747558c20626a0a0c92a130328c5647a49b440048/LinkLive%20Reporting_%20Home.gif?cb=6a108f4bab4517d9398a3252dcc5c179) ## Exports All reports can be exported in a variety of formats to meet your business needs. Standard export formats include the following list. * PDF * CSV * DOCX * RTF * ODT * ODS * XLSX (Paginated) * XLSX * PPTX This export is accomplished by selecting the export button as outlined below. ![Export Functionality.gif](https://customersuccess.linklive.ai/__attachments/a_33208e7682973c1556857f63dfb6488618dcae224c2628799b1e0810dfb075d4/Export%20Functionality.gif?cb=790318d5d2a22ef6dc72064d6522dae8) ### Embed Your development team can quickly embed reports into various systems using the embed link provided. There are various ways to embed this report. Please review the documentation [here](https://community.jaspersoft.com/documentation/tibco-jasperreports-server-visualizejs-guide/v780/api-reference-visualizejs) to successfully embed your report. ![Embed Reports.gif](https://customersuccess.linklive.ai/__attachments/a_0a8e4c7b2d9a7009cd1d0f6f20d27f4e28f6e333eac0ef8fb59a2a929e6f6106/Embed%20Reports.gif?cb=6dcef90f5bd798b339166d3729e4e3c4) ### Scheduling Business intelligence reports can be scheduled at any interval desired. Choose a Start Date. This can be immediately or at some specific date in the future. Specify your timezone for an accurate run time. #### Recurrence Reports can be scheduled using a simple selection or a more complex calendar selection. Both options are described below. ### Simple This option supports immediate and deferred start dates and allows for selection of when the report should repeat and any end date that would be required. ![Screenshot 2023-09-13 at 10.17.03 AM.png](https://customersuccess.linklive.ai/__attachments/a_526caf1725d07606742a4db05cc3e009cfa38957931aead06d5dbd891d9bf755/Screenshot%202023-09-13%20at%2010.17.03%20AM.png?cb=19f0c332e4b29a12ba67a65c53fa953e) ### Calendar This is a more complex configuration that allows for specifying specific months, days, and times for the report to run. You can also specify the end date just like in the simple configuration. ![Screenshot 2023-09-13 at 10.18.21 AM.png](https://customersuccess.linklive.ai/__attachments/a_4cd1c0776c9dcf4fbf7f95573005f2962e0fc90657f3f46ae09110a8c3f93d2b/Screenshot%202023-09-13%20at%2010.18.21%20AM.png?cb=f0e9184d2366dff8d5013b8db3797e09) ### Output Options During the scheduling process, you are able to configure various output options that will be used in the generation of your selected report. You can specify the output format, naming conventions and output destination. ![image-20230913-152300.png](https://customersuccess.linklive.ai/__attachments/a_c7968e7e5a96b831723b41457a5e9aa314957a4ddc93b4e735fa0764e2a2b5c4/image-20230913-152300.png?cb=aba53c50cb7bae10692bab1b8a69f83f) With this output, you can specify uploading the reports to the local file system or sending them to an SFTP or FTP folder of your choice. ![image-20230913-152309.png](https://customersuccess.linklive.ai/__attachments/a_1c35127f1b3a83fd252b3d44a553cbfcfa9ac530bb9b4723bb16a70cbb52df16/image-20230913-152309.png?cb=2dc59b1e81703786ac0ecd07a865e3f2) Reports generated can also be sent via email as shown below. ![image-20230913-152237.png](https://customersuccess.linklive.ai/__attachments/a_5d73bb2b135f97285f38eec6a88a601793c33ddd7d225d60ce6d9658b5c43287/image-20230913-152237.png?cb=6b6b93ced538d5695534331d7a4b2197) The available standard reports can be viewed in more detail at the links below. * [Common Daily Agent Scorecard Report](https://customersuccess.linklive.ai/llr/common-daily-agent-scorecard-report.md) * [Common Daily CDR Report](https://customersuccess.linklive.ai/llr/common-daily-cdr-report.md) * [Common Daily Disposition Report](https://customersuccess.linklive.ai/llr/common-daily-disposition-report.md) * [Common Daily Hunt Group Report](https://customersuccess.linklive.ai/llr/common-daily-hunt-group-report.md) * [Common Daily Session Report](https://customersuccess.linklive.ai/llr/common-daily-session-report.md) * [Common Daily Session Report - Chat](https://customersuccess.linklive.ai/llr/common-daily-session-report-chat.md) * [Common Weekly Grouping Report](https://customersuccess.linklive.ai/llr/common-weekly-grouping-report.md) --- language: "en" --- # Session Summary The agent must be granted the Reporting Stats level of LinkLive Reporting access to view Session Summary. The Session Summary allows agents with access to easily view call and chat volumes by the hour of the day or by intervals of time throughout the day. Users can tailor the view of the Session Summary to show metrics in seconds or minutes. This report is helpful in determining high and low volume times of a given day. ![image-20230911-203743.png](https://customersuccess.linklive.ai/__attachments/a_642b76f855502db6cdff49a92f917ad342cfe4583bf926f98e4777dc8d840059/image-20230911-203743.png?cb=dae4a0de1982bb9ac63a1d24c1a4f0d0) The data is displayed in three sections: **Inbound Calls, Inbound Chats** and **Outbound Calls** . The **Calls**section on the left displays data fields for statistics and totals for voice calls. The view of the Session Summary can be customized depending on the information that is being sought after. The **Options** tab displays options for selecting groups, dates/times, options to show seconds, minutes, hours or HH:MM:SS. The summary can also be set to view in 15minute, 30-minute and 60-minute intervals. The last option in the tab allows the agent to **download data**as a CSV file. ![image-20230911-203819.png](https://customersuccess.linklive.ai/__attachments/a_caf9041009046ce2eb8807ffbb2e6d4d92ba2ad1cb290e9f3ad632c77ef86e70/image-20230911-203819.png?cb=819e0bc969ed27d48979b4018c6a4059) The default view includes whichever group or grouping is used when the agent signs in in the report. Users can select which Hunt Groups they wish to be included in the view by clicking the **Select Groups**option on the drop-down menu. The **Select Dates/Times**option allows the agent to select a date or period of time to include in the view. The options to **Show Seconds** , **Show Minutes** , **Show Hours** and **Show HHMMSS**allow the agent to change the time increment the data is shown in. The **15m intervals** , **30m intervals** and **60m intervals**allows the agent to change the time increments of the data displayed. The **Download Data as CSV**option will download the data displayed in CSV file format. These files can be delivered over multimedia (email, secure inbox, or file transfer). **Column Definitions:** **Inbound Calls Column** **Total**: total calls for the period **Hndl:**handled by the agents **Aban:**abandoned before agent answer **Redr:**redirected because of no answer or agent redirect **ASA:**average speed of answer including queue time **AHT:**average handle time (customer/agent interaction) **ASA:**average speed of answer including queue time **Wrap:**average time in wrap-up **Inbound Chats Column** **AbN:**abandoned with no text input **AbQ:**abandoned in queue **AbA**: abandoned at agent before agent response **Redr:**redirected because of no answer or agent redirect **ASA:**average speed of answer including queue time **AHT:**average handle time (customer/agent interaction) **Wrap:**average time in wrap-up **Mail:**mail forwarded to agents --- language: "en" --- # Sign In to LinkLive Reporting To sign into LinkLive Reporting, visit your organization's LinkLive address (subdomain.revation.com/mmp/subdomain/mmp/index.html) To sign in, you must enter your credentials as provided by your administrator: **Email Address** and **Password** Note: These credentials are case-sensitive. If you have **Saved** your Password, make sure to check that your computer is password protected, so no one can log on with your account. Once your sign in information is entered correctly, click the Sign In button. If you are unable to sign in successfully, check your credentials. These fields are case and character sensitive. ![image-20230911-185826.png](https://customersuccess.linklive.ai/__attachments/a_5d6dfcefe4aeeafd55079f3a0ba2269ea922ad2fa3e06966b3a4840602c9b999/image-20230911-185826.png?cb=7548851e9e067a061cb3392cc83abe45) As of LinkLive.app release 23.08.5, simply select Premium Reporting from the **Integrations** icon to sign into LinkLive Reporting ![image-20230911-191149.png](https://customersuccess.linklive.ai/__attachments/a_19b4aeae4f63a5d36566d447d06b8b1c48f424fb8a438669ea06a206f1bd3064/image-20230911-191149.png?cb=de3f22f4ea2b8c9e94edbba931042e9a) --- language: "en" --- # Silent Monitoring The following Silent Monitoring tools are available to agents with **Supervisor**access level granted in LinkLive Reporting: Check the **"Listen Audio"**box to listen to live audio from the agent's computer. When live audio is monitored, the Supervisor's message window will ring like an incoming call. Click the talk button (phone icon) to listen to the audio. If the agent is in a voice session, you will be able to hear the agent, but will not be able to hear anyone else in the session. You will still hear the agent through their microphone even if they are not in an active session. The Supervisor's microphone is "live" once the talk button is clicked, so remember to **mute the microphone**if the Supervisor just wishes to listen in on the session or the agent. Click on the **"Snapshot Desktop"**button to take an image of the agent's desktop and add it to the session window. Check the **"Show Desktop"**box to see the live activity taking place on the agent's desktop. This adds a burden to the agent's computer, just as if it were sharing a desktop in a session. If the agent has a camera attached to his or her computer, click on **"Snapshot Cameras"**to take an image from the video camera(s). If there is more than one camera attached to the computer, an image will be captured from each one. Check the **"Show Video"**box to view the live video stream from the agent's camera(s). This adds a burden to the agent's computer, just as if it were sharing video in a session. If there are more than one camera attached to the computer, video will be streamed from each of the agent's cameras. Some web cameras may have an indicator light to show that they are active. **Snapshot Cameras** and **Show Video**actions will illuminate those camera's indicator lights when they are used. --- language: "en" --- # Supervisor Tools Welcome to LinkLive Reporting - Supervisor Tools. These tools empower supervisors to have confidence in the performance of their customer experience center. Feature rich capabilities such as silent monitoring, desktop monitoring, and QA tools make this a critical area of the LinkLive suite of tools to effective manage and optimize your day to day operations. The sections below will get you up to speed with all of the great tools LinkLive has to offer! * [Agent Controls](https://customersuccess.linklive.ai/llr/agent-controls.md) * [Joining an Active Session](https://customersuccess.linklive.ai/llr/joining-an-active-session.md) * [Silent Monitoring](https://customersuccess.linklive.ai/llr/silent-monitoring.md) * [QA Summary](https://customersuccess.linklive.ai/llr/qa-summary.md) --- language: "en" --- # Tiles The agent must be granted the Reporting Stats level of LinkLive Reporting access to view Tiles. View the Tiles for your contact center by selecting **Tiles** from the **View**drop down menu at the top of the page. The tiles listed are: **Average Speed of Answer, Service Level, Average Session per Hour,** **Abandons, Session Volume (In/Out), Queued Sessions, Average Handle Time, Sessions \>10:00, Occupancy Rate, Redirects and Auto-Handled Sessions** Each tile is color coded to display the status of that particular metric. To meet ADA Compliance standards for color-blind agents, the Tiles now have visual indicators associated with each color. Green signifies a good or healthy metric and has no indicator, yellow signifies a warning that the metric is approaching a state that needs improvement and has a warning symbol, and red signifies that the metric is at a dangerous level with the indicator of an exclamation point. ![image-20230911-202149.png](https://customersuccess.linklive.ai/__attachments/a_ec155605faf216fbb7bb2963ab9f9562560afb211f089fc0687cd009651923b0/image-20230911-202149.png?cb=a89a16c76ab1833b83e9b32bbe4a59cb) Users have the ability to output reports in CSV format. These options can be delivered over multimedia (email, secure inbox, or file transfer). --- language: "en" --- # Using LinkLive Reporting LinkLive Reporting is a feature rich tool capable of delivering valuable insights to supervisors that need it most. In the following sections, you will see the ability to report, monitor, and measure the performance of your day to day operations. ## LinkLive Reporting Access Levels Access to LinkLive Reporting is granted to each individual agent in the Agent Settings section of the Hunt Group Administrator (LinkLive Reporting Access button at the bottom of the page). Access to LinkLive Reporting can be granted at either the Agent or Profile level for Hunt Groups. The rights for LinkLive Reporting Access are hierarchical and there are various levels of access. The hierarchical rights for LinkLive Reporting are listed below: **None:**indicates the agent has no access to overall reporting statistics, charts, etc. for the Hunt Group. **Reporting Stats:**indicates the agent has access to basic reporting statistics, charts, summary information, etc. for the Hunt Group. Access to Tiles, Charts + Graphs and Inbound Session Summary views. **Detailed Stats:**adds access to finding sessions, dispositions, and other agents in the Hunt Group. Same access as Reporting Stats, plus access to the Find Disposition, Call and Agent dialogs. **Supervisor:**adds supervisor rights in the Hunt Group, including the ability to silently join into a session with another agent, view Work Day Reports or Survey results. Same access as Detailed Stats, plus access to the Overview, Work Day Report and Survey Results views. Call Details (clicking a scatter chart dot) enabled here. **QA Rights:**adds Quality Assurance rights in the Hunt Group, including the ability to find, see, hear and rate logs of other agents in the Hunt Group. Same access as Supervisor, plus access to the Find Sessions for Review dialog. **Workforce Management:**indicates that the user account can review Workforce Management and scheduling information for the Hunt Group. Same access as QA Rights, plus access to the Agent Scheduling view. **Inherit:**indicates the rights are defined by the agent's involvement in the "LinkLive Reporting Access" section (above) at either a User or Profile level. \*Can only be selected in the Agent Settings. Individual agents will have different access to the Views in LinkLive Reporting depending on the **Access Rights**that have been granted. Access to LinkLive Reporting must be granted from the "LinkLive Reporting Access" button on the Hunt Groups page on the Admin interface. General LinkLive Reporting Access can be assigned to a single user, group of users or a profile. When you grant access under agent settings the default of **Inherit**(what settings have been given to them under the General LinkLive Reporting access) to specific rights on a hunt group basis is overridden. --- language: "en" --- # Video 1: Running a Report Management report This video shows how to access LinkLive Report Management and manually run an existing report. [01 LinkLive Report Management - Run and Export a Report.mp4](https://customersuccess.linklive.ai/__attachments/a_2f8561c9fe032d5cbd5e859d30a206a2806602ef1f302f0d014eac6d678b7e5a/01%2520LinkLive%2520Report%2520Management%2520-%2520Run%2520and%2520Export%2520a%2520Report.mp4.md) --- language: "en" --- # Video 2: Scheduling a Report This video demonstrates how to schedule a report for delivery. [02 LinkLive Report Management - Schedule a Report.mp4](https://customersuccess.linklive.ai/__attachments/a_7bc34ffb3752b1662b06122ff5aa0cd92b5f17bef68d0153bd6e9e0b70d77000/02%2520LinkLive%2520Report%2520Management%2520-%2520Schedule%2520a%2520Report.mp4.md) --- language: "en" --- # Video 3: Creating a New Report This video demonstrates how to create a new ad hoc view and how to publish that view to a new report. [03 LinkLive Report Management - Create a New Report.mp4](https://customersuccess.linklive.ai/__attachments/a_b60fff18b24f8cde0f786e02b81f39fa8cb0b72bbce458fd096a6e0da4d6313f/03%2520LinkLive%2520Report%2520Management%2520-%2520Create%2520a%2520New%2520Report.mp4.md) --- language: "en" --- # Video 4: Report Management Standard Report Overview This video gives a brief overview of each report and the data contained in each. [04 LinkLive Report Management Standard Report Overview.mp4](https://customersuccess.linklive.ai/__attachments/a_1a9cc35295b6258426ddb5d02908f0d1cf0a27a06bac58421f0c2d6e65328eed/04%2520LinkLive%2520Report%2520Management%2520Standard%2520Report%2520Overview.mp4.md) --- language: "en" --- # Workday Report The agent must be granted the Supervisor level of LinkLive Reporting access to view the Workday Report. The Work Day Report can be accessed from the View menu and shows activity details for each of the agents in the hunt group or hunt group grouping. This shows the time the agent logged into LinkLive, when they logged out (or current time depending on when report was run), and specifies details on how long each agent was in various status conditions -- online, busy, on the phone, away, be right back, out to lunch, etc. It additionally shows session information, including the number of sessions taken, the number of outbound sessions initiated, the number of Redirects on No Answer (RONA), and the number of Redirects on Agent Action (ROAA). These can all be useful pieces of information for performance management, performance tracking, and coaching of the agents. ![image-20230210-195759.png](https://customersuccess.linklive.ai/__attachments/a_d7120fc52e9518ed102a0fa0d662916947d914732484458d9e5ecac99c3f3e07/image-20230210-195759.png?cb=39f2f3f9c022e000cad732935df6a642) Like for Charts and Graphs, the user has the option to change the Dates / Times for which the work report is being displayed, change the Groups that are being displayed, and change the time increments being displayed as shown in the Options menu below. The default is to show the Work Day Report in Hours:Minutes:Seconds format, but it can be changed to display total seconds, total minutes, or total hours for each of the agents. ![image-20230911-203526.png](https://customersuccess.linklive.ai/__attachments/a_2aa17c906699a44a5e5faa3f56c0b96f59b1be566fe3d78efbc5bad56cc3b544/image-20230911-203526.png?cb=0d32a6a3dc537af2161cf2e9c3257145) In LinkLive reporting, agents have the ability to drill down the metrics in the Work Day report over a time period. For instance, if the user has selected a one week period to view the Work Day report for an agent, they can now click on the drop down arrow that will display the agent's metrics for each day of the week (shown in the image below). ![image-20230911-203506.png](https://customersuccess.linklive.ai/__attachments/a_9d534eb1ad3611c525397f257c396018b9674dcd79373fb255c593067ca94510/image-20230911-203506.png?cb=70101c13b4eb911e2d32145f9a3043c5) --- language: "en" --- # Workforce Planning The agent must be granted the Workforce Management level of LinkLive Reporting access to view Agent Scheduling. The Workforce Planning report can be accessed from the View menu and shows historical activity detail by time period for the dates selected for the hunt group or hunt group grouping. This information can be very useful to the contact center leader or supervisor who needs information on historical volumes at a granular level so he or she can plan staffing levels. The Workforce Planning report is shown below. Users have the ability to output reports in CSV format. These options can be delivered over multimedia (email, secure inbox, or file transfer). ![image-20230912-144730.png](https://customersuccess.linklive.ai/__attachments/a_badde1fbbee949535f68422f1f4e2e4a7c717cd31ddc01568eee624b665f6032/image-20230912-144730.png?cb=c1623881fa6d9415fbbbec932ccf1537) The selected dates/times displayed can be altered by clicking on the Options drop down menu and clicking Select Dates/Times. Additionally, the Assumptions and Targets values at the top can be edited. The highlighted numbers in the Sessions and Results Table signify that a higher number of available agents for those dates and times is recommended. **Assumptions and Targets Definitions:** **Average Session Duration:**How long sessions lasted (on average). For inbound handled sessions this uses the "handle time." Otherwise, this uses the session duration. **Average Wrap-up Time:**The average amount of time an agent spent in wrap-up. Wrap-up time is defined as the time an answering agent remains in the session after the customer has left. **Target Answer Percentage:**The target (goal) percentage of calls that are answered within the "Target Answer Seconds." **Target Answer Seconds:**The Service Level goal (number of seconds desired to answer a call within). **Probability of Blocked Session:**Percentage chance the caller will be blocked (no agents available to take the call). **Sessions and Results Table Definitions:** **S/I:**Average Sessions in Interval **D: Average Session Delay (seconds)** **A: Number of Agents Required** **S: Simultaneous Active Sessions** --- language: "en" --- # LinkLive Appointments ## LinkLive Appointments Your Online Resource for official LinkLive Appointments user guides and documentation. LinkLive AppointmentsMar 04, 2025 • contributed by @User Outlook Administ... [LinkLive Appointments with Calendar Integration User Guide](https://customersuccess.linklive.ai/lla/linklive-appointments-with-outlook-integration-use.md) * ### [Introduction to LinkLive Appointments](https://customersuccess.linklive.ai/lla/introduction-to-linklive-appointments.md) LinkLive Appointments is an online appointment application that allows your organization to create online appointment experiences called Guest Views so that yo... * #### [Calendar Providers: Linking Calendars to LinkLive Appointments](https://customersuccess.linklive.ai/lla/calendar-providers-linking-outlook-to-linklive-app.md) Calendar Providers are the business users that will host the online appointments. Providers access LinkLive to link their Outlook or Gmail calendars so that th... * #### [Outlook Administrator: Outlook 365 Access for LinkLive Appointments](https://customersuccess.linklive.ai/lla/outlook-administrator-outlook-365-access-for-linkl.md) LinkLive Appointments requires connection to your organization's Outlook 365 so that Calendar Providers can link their calendar to LinkLive Appointments via Mi... ### Documentation #### [LinkLive Appointments with Calendar Integration User Guide](https://customersuccess.linklive.ai/lla/linklive-appointments-with-outlook-integration-use.md) * #### [LinkLive Appointments Training Videos](https://customersuccess.linklive.ai/lla/linklive-appointments-training-videos.md) --- language: "en" --- # Appointment Manager: Generating Guest Views Once you have created Categories, Sub-Categories, Locations and Schedulers, you can create and test Guest Views. The end result will be Guest View URLs that you can embed in your digital touchpoints, including websites, digital banking and email signatures. An overview of the types of Guest Views you can create is covered in the Introduction to LinkLive Appointments page. To access the Generate Guest View Page, open the ellipsis in upper right corner of the Schedulers screen. You are now ready to generate and view the Guest View Link by selecting from the Category, Sub-Category and Location Filters. **Note that the filters on the Generate Guest View page behave differently than the Scheduler Search page.** 1. First, on the **Generate Guest View Page, the filters ONLY CONTAIN VALUES THAT HAVE AN ASSOCIATED SCHEDULER**. This is done to ensure that you only generate Guest Views that can result in a scheduler where the consumer can book an appointment. 2. Second, as you make a filter selection, the other two filters are instantly updated to only show values where there is an associated Scheduler for that selection. 3. Third, similar to the Scheduler Search page, the filters can contain hidden categories, Sub-Categories, or Locations. This is important you will use hidden elements to create calendars such as Personal Calendars that hide specific pages in the Guest View ![image-20230612-214721.png](https://customersuccess.linklive.ai/__attachments/a_a5df7ad069bb6b5f2d5ce1055c6048f8391c90129c355cc67dff525ca35b7107/image-20230612-214721.png?cb=cbb73896c371c8599642aec54efdf453) ## Generating General Guest Views The most basic Guest View is a General Guest View, where ALL of the screens are visible and the consumer steps thru each step to book an Appointment. To generate a General Guest View, select All from each filter and click Generate Link. You now see a Guest View URL link for that selection. You can access the ellipsis to either Copy the URL or Open the Guest view, which opens a browser window with the Guest View for you to test. For a Generate Calendar you notice that the Categories, Sub-Categories Locations and associated Schedulers are visible and behave as expected. In fact, the availability you see on the Scheduler screen is integrated to the Outlook calendars for the associated Calendar Providers. Please see the Scheduler Guest Views video for more details on troubleshooting Scheduler behavior. If the Guest View behave properly, you can go back to the Generate Guest View page and copy the URL so that you can integrate to your website. ![image-20230612-215003.png](https://customersuccess.linklive.ai/__attachments/a_75a4f990345be469e37cfc6b81680ad8c15579ab1d8ecd6915b1f77d5e60c7a3/image-20230612-215003.png?cb=ee6ecf693226d268aa7aba028bfbf40b) ### Generating Product Specific Guest Views To generate a Product Specific Guest View that skips the Category and possible Sub-Category selection pages, select the Category for that Product. If you wish to skip the Sub-Category page, you can select None for the Sub-Category - OR - if you select All for Sub-Category, the Sub-Category page will be shown IF and only IF there are more than one VISIBLE sub-categories for the chosen Category. If there are zero or one visible sub-categories for the selected Category the sub-category page will not be shown in the Guest View. Lastly, select All for Locations and select Generate Link to repeat the steps to generate and copy the resulting Guest View Link. ![image-20230612-215048.png](https://customersuccess.linklive.ai/__attachments/a_b2e9398671871c862ebd6ecca77e2af4d95d6623f97fe863cb8e8d9b825965c3/image-20230612-215048.png?cb=d9b3dabe36c0ce34a32107ec27f6a11b) ### Generating Location Specific Guest Views To generate a Location specific Guest View, Select the Location in the Location Filter. Most often you will select All for Categories and Sub-Categories. However, if you wish to skip the Category and/or Sub-Category pages, you can select None for these pages - OR - if you select All these pages will be shown IF and only IF there are more than one VISIBLE Categories or Sub Categories for the chosen Location. sub-categories for the chosen Category. ![image-20230612-215306.png](https://customersuccess.linklive.ai/__attachments/a_415e0adae705d7e17e324395cfe95627bc9e1fb518fab35b2c6c92c2f17af272/image-20230612-215306.png?cb=9a899982d1dc4ec0f6bdb7376b968ff3) ### Generating Person Specific Guest Views Lastly, to generate a Person Specific Calendar, select None and None for the Category and Sub-Category and choose the unique location for the Calendar Provider, e.g. Cory's location. This will result in a Guest View that skips the Category, Sub-Category and Locations screens and goes directly to the Scheduler calendar for that Calendar Providers. ![image-20230612-215421.png](https://customersuccess.linklive.ai/__attachments/a_d7f584b96e92f2b442df60c6e39a2eb47c40e9229becf9ed675bfe31665ac0c7/image-20230612-215421.png?cb=47b2bcfc2097b80e68815e717c17c5d7) ### Generating Guest View Rules While these types of Guest Views are most common, the flexibility of LinkLive Appointments allows you to create many different Guest Views to meet the unique needs of your organization. It is important to remember the rules for visibility of Screens and values within a guest view. 1. A Guest View only shows a Category, Sub-Category or Locations if there is an Active Scheduler for that Category, Sub-Category or Location 2. Hidden elements will not be shown in the Guest View 3. If a Category, Sub Category or Location includes zero or one visible element, the page is not shown in the Guest View 4. If the Category, Sub-category and Location Pages are not shown due to conditions above, Guest View starts on the Scheduler calendar view page --- language: "en" --- # Appointments Manager: Managing Calendar Providers Appointment Managers access the Providers page to manage the Calendar Providers for their company, including monitoring their calendar link status and configuring availability schedules. When clicking the Providers link, users see a list of the Providers. For large lists, a search is provided at the top. Providers that have successfully linked their calendars to LinkLive have green icons and a status of Registered. Providers that have not linked their calendars are gray, with a status of Unregistered. Providers must be Registered to be assigned to a Scheduler and Guest View. ![image-20230612-215746.png](https://customersuccess.linklive.ai/__attachments/a_8c819fbf1dd252060965dc4ea0b062c78e0063831ef4731e2bdd22ea01501f2a/image-20230612-215746.png?cb=6966a8ef23b5be68071bede169f6cc2f) Appointment Managers are required to configure base hours for each Provider. **Without Base Hours configured, a Provider cannot be assigned to a Scheduler unless Base Hours have been configured.**Warnings are provided to remind the Appointment Manager of these restrictions. ![image-20230612-215905.png](https://customersuccess.linklive.ai/__attachments/a_5937335eba615c3a1134a2a53cae74f4741a8c685aff8c73809e8f00a1e7e2c5/image-20230612-215905.png?cb=3f63bcac5b3bb37d695bebc9857ce91b) The purpose of Base hours is to establish a standard schedule of availability for each Provider that can be quickly applied to a Scheduler. For example, if a Provider's standard work week is Wednesday full day and Saturday mornings, their base hours may be configured for Wed from 8-5 and Sat from 9-12. ![image-20230612-215948.png](https://customersuccess.linklive.ai/__attachments/a_c67bd928a3fe83364ce741348e85045037c847ecfe7de9c7af69733d8186933d/image-20230612-215948.png?cb=9d57ee4077a7983d6f45250558da13da) **Provider's Base Hours and Assigned Schedulers** ![image-20230612-220018.png](https://customersuccess.linklive.ai/__attachments/a_400a7e5328ea406579242125b53ec171872b834a5a3c7c6d3b7432b85348d5fd/image-20230612-220018.png?cb=167e24659f0759c2e43560717137a9ed) **Editing Base Hours** Providers may also have 'Custom Hours' for specific Schedulers to model real world scenarios such as a Provider working different days and hours at multiple locations. The Custom Hours will override the Base Hours in these scenarios. Scheduler Managers can quickly see which the assigned Schedulers for the Provider and see if Base Hours or Standard hours are used for that Scheduler. Clicking on the Assigned scheduler, the user can see the specific hours for that scheduler. ![image-20230612-220206.png](https://customersuccess.linklive.ai/__attachments/a_0cc59fc5de4aa4835a44e2f54ba0e72b79ff38f2a35a14c1ec4ea1b534f1f364/image-20230612-220206.png?cb=865ac1ffb0f113ea2a3a935a47865db6) **Editing Provider's Custom Hours per Scheduler** [Next Page](https://customersuccess.linklive.ai/llms-full.txt/1)