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To add Jive Contact Center to your services, please contact your sales representative.

Jive Contact Center promotes a proactive approach to minimizing queue hold times and improving the caller experience by allowing you to evaluate how calls are handled within queues—all in real time. Stakeholders can easily view how long contacts are waiting and how long it takes to resolve a contact’s issue. Notifications alert you when the amount of unattended contacts reaches a predefined threshold, so you can make adjustments on the fly. Historical performance data is stored to generate various key performance indicator (KPI) reports to drive decisions concerning your operations and staffing.

Go to Jive Contact Center

Access Contact Center

Permissions Required

In order to access Jive Contact Center, you must have view reports or super admin permissions given to you by a system admin.

1. Go to my.jive.com/cc.

Supported Browsers

  • Last 2 versions of Google Chrome (recommended)
  • Last 2 versions of Mozilla Firefox
  • Current version Safari
  • Last 2 versions of Microsoft Edge
  • Internet Explorer 11 and higher

2. Enter your Email Address (JiveID) and Password.

3. Click [SIGN IN].

Note: Alternatively, you can access Jive Contact Center from the app switcher within other apps.

Tip: We have many single sign-on options. To learn more, click here.

Supervisor Dashboard

This page gives supervisors a dashboard to view key stats, the status of their agents, and the health of their queues all in one place. The data is generated in real time without needing to refresh the page. You can access more in-depth information about each queue by clicking on its name.

To access the supervisor dashboard, hover over the left navigation menu and then click Supervisor.

Permissions Required

In order to access the Supervisor Dashboard page in Jive Contact Center, you must have view reports or super admin permissions given to you by a system admin.

Statistic Widgets

Agents Overview

Total Agents

Total number of agents across all queues (on call + idle + wrap up).

On Call
Number of agents currently on a call.

Idle
Agents logged in to call queue but not on a call.

Wrap Up
Agents using time after speaking to a contact to file tickets, update customer information, etc.

Averages

Avg Talk Time (ATT)

Average time an attended contact speaks with an agent. Time format changes from seconds (ss), minutes (mm:ss), or hours (hh:mm) depending on your current average.

Last 15 minutes
ATA over the last 15 minutes.

Last [DAY]
ATA one week ago.

Avg Speed of Answer (ASA)

Average time a contact waits for an agent across all queues. Time format changes from seconds (ss), minutes (mm:ss), or hours (hh:mm) depending on your current average.

Last 15 minutes
ASA over the last 15 minutes.

Last [DAY]
ASA one week ago.

Queue Totals

Total Calls

Unattended
Number of contacts waiting to speak with an agent across all queues.

Attended
Number of contacts currently speaking with an agent across all queues.

Current Contacts
Total number of contacts across all queues (unattended + attended).

Longest Talk Time

Longest time an attended contact has been speaking with an agent in the queue.

Agents in Queues

supervisorDashboard_ActivityTable

Status

Current status of each contact across all queues.

Time

Time an attended contact has been speaking with an agent.

Agent

Agent who attended to the contact.

Ext

Agent’s line extension.

Caller ID

Contact’s name.

Phone Number

Contact’s phone number.

Queue(s)

Queue used to attend the contact.

Active Queues

supervisorDashboard_QueueDetails

[Queue Name]

Name by which the queue is identified.

Unattended

Number of contacts waiting to speak with an agent in the queue.

Attended

Number of contacts currently speaking with an agent in the queue.

Handled

Number of contacts attended by agents in the queue.

Abandoned

Number of contacts that left the queue (hung up) before being attended by an agent.

Timed Out

Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Timeout queue node setting.

Total

Total number of contacts in the queue.

Longest Time in Queue

Longest time an unattended contact has waited in the queue.

Longest Talk Time

Longest time an attended contact has been speaking with an agent in the queue.

Real Time Page

This page provides real time updates on high level activity queues and general queue status. The data is generated in real time without needing to refresh the page. You can access more in-depth information about each queue and filter which queue(s) you are analyzing. System admins can enable visual notifications to display when a queue exceeds the defined warning () and critical thresholds ().

To access real time data, hover over the left navigation menu and then click Real Time.

Permissions Required 

In order to access the Real Time page in Jive Contact Center, you must have view reports or super admin permissions given to you by a system admin.

Basic Navigation

Queue Selector

Filters the data by specific queues or by all queues in the system. Browse for and check the queues to be included in the queue summary and then click [APPLY].

Queue Details

Click on a queue to view additional data and details.

Queue Summary

[LAUNCH WALLBOARD]

Opens a visual communication tool used to publicly display real time information related to your contact center’s performance. Use the queue selector to refine which queues are displayed within the wallboard.

Note: If more than two queues are selected, the wallboard will cycle two queues at a time every 30 seconds.

Display Support

  • Supported browser window (this feature is disabled on mobile browsers)
  • Google Chromecast (Google Chrome required)

Total Contacts

Total number of contacts across the selected queue(s) (unattended + attended). The top five queues by total contacts are listed below.

Unattended Contacts

Number of contacts waiting to speak with an agent across the selected queue(s). The top five queues with unattended contacts are listed below.

Attended Contacts

Number of contacts currently speaking with an agent across the selected queue(s). The top five queues with attended contacts are listed below.

All Queue Activity

Queue

Name by which the queue is identified.

Total Contacts

Total number of contacts in the queue (unattended + attended).

Unattended Contacts

Number of contacts waiting to speak with an agent in the queue.

Attended Contacts

Number of contacts currently speaking with an agent in the queue.

Long Time in Queue

Longest time an unattended contact has waited in the queue.

Longest Talk Time

Longest time an attended contact has been speaking with an agent in the queue.

Queue Details Page

This page shows more in-depth information (including agent details) about an individual queue so you can analyze its performance. The data is generated in real time without needing to refresh the page.

To access queue details, click on a queue name from the Queue Summary.

Permissions Required 

In order to access the Queue Details page in Jive Contact Center, you must have view reports or super admin permissions given to you by a system admin.

Queue Overview

[LAUNCH WALLBOARD]

Opens a visual communication tool used to publicly display real time information related to the queue’s performance.

Display Support

  • Supported browser window (this feature is disabled on mobile browsers)
  • Google Chromecast (Google Chrome required)

Breadcrumbs

Displays the name of the queue you are currently viewing and allows you to navigate back to the Queue Summary.

Total Contacts

Total number of contacts in the queue (unattended + attended).

Tip: Hover over the pie chart for more details.

Longest Time in Queue

Longest time an unattended contact has waited in the queue.

Daily Totals

Current day contact resolution totals for the queue. Totals reset each day at midnight (based on browser timezone) and are updated every 30 seconds thereafter.

Handled
Number of contacts attended by agents.

Abandoned
Number of contacts that left the queue (hung up) before being attended by an agent.

Failed
Number of contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.

Evicted
Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Remove callers when queue has no agents call queue setting.

Timed Out
Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Timeout queue node setting.

Total
Total number of contacts in the queue for the day.

Queue Activity

Position

Current queue position of the contact (order in which calls will be answered).

Note: A double-dash (- -) indicates that the contact has been attended by an agent.

Contact State

Current state of each contact in the queue.

Abandoned
Contacts that left the queue (hung up) before being attended by an agent.

Attended
Contacts that are currently speaking to an agent.

Evicted
Contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Remove callers when queue has no agents call queue setting.

Failed
Contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.

Handled
Contacts that have spoken with an agent and the call has ended.

Timed Out
Contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Timeout queue node setting.

Unattended
Contacts that are waiting to be attended by an agent.

Wrap Time
Time used by the agent after speaking to a contact to file tickets, update customer information, etc.

From

Caller ID of the contact.

Agent

Agent who attended to the contact (the agent’s device is displayed in parenthesis).

Time in Queue

Time an unattended contact waited to speak with an agent.

Talk Time

Time an attended contact has been speaking with an agent.

Wrap Time

Time the agent used after speaking to a contact before receiving the next contact in the queue. Wrap time allows agents to file tickets, update customer information, etc.

Handle Time

Time used to attend to a contact (time in queue + talk time + wrap time).

History Page

This page helps key stakeholders analyze performance within the last 90 days and drive data-supported changes to operations. Each report can be filtered by a specific queue(s), date, and time. Additionally, some reports support data export to .csv for additional distribution and analysis. To export historical Agent or Contact data (e.g. view performance from today compared to last year), navigate to the Data Mart page.

To access queue history reports, hover over the left navigation menu and then click History.

Permissions Required

In order to access the History page in Jive Contact Center, you must have view reports or super admin permissions given to you by a system admin.

Basic Navigation

Report Selector

Toggles between reports.

Queue Selector

Filters the data by specific queues or by all queues in the system. Browse for and check the queues to be included in the report and then click [APPLY].

Date Range Selector

Filters the data by a specific date range. Click the date drop-down field to select the date range and then click [APPLY].

Note: The selected date range is shown in the calendar with the start and end dates in dark gray and the range in light gray. Today’s date is highlighted in blue if it is included in the date range.

[EXPORT]

Downloads the report for the selected queue(s), date range, and agent(s) to a .csv file.

Contact Summary Report

This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.

Average Speed of Answer (ASA)

Average time a contact waits for an agent in the queue for the selected queue(s) and date range.

Average Handle Time (AHT)

Average time used to attend to a contact for the selected queue(s) and date range (time in queue + talk time + wrap time).

Average Talk Time (ATT)

Average time an attended contact speaks with an agent for the selected queue(s) and date range.

Contact Resolution Totals

Contact resolution totals for the selected queue(s) and date range.

Handled
Number of contacts attended by agents.

Abandoned
Number of contacts that left the queue (hung up) before being attended by an agent.

Failed
Number of contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.

Evicted
Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Remove callers when queue has no agents call queue setting.

Timed Out
Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout queue node setting.

Total
Total number of contacts.

Activity Table

Data used to create the ASA, AHT, ATT, and contact resolution totals for the selected queue(s) and date range.

Agent Summary Report

This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.

Agent Selector

Filters the data by specific agents or by all agents in the system. Locate and check the agents to be included in the report and then click [APPLY].

Total Talk Time (TTT)

Total talk time an attended contact speaks with an agent for the selected queue(s), date range, and agent(s).

Average Talk Time (ATT)

Average time an attended contact speaks with an agent for the selected queue(s), date range, and agent(s).

Handled Contacts]

Number of contacts attended by agents for the selected queue(s), date range, and agent(s).

Missed Contacts

Number of contacts missed by agents for the selected queue(s), date range, and agent(s).

Note: A missed contact represents an occurrence of an agent receiving a call from a queue without answering the call before the defined timeout. There is a high probability that the contact was handled by another agent.

Activity Table

Date used to create the TTT, ATT, Handled Contacts, and Missed Contacts totals for the selected queue(s), date range, and agent(s).

Agent Device(s)
Displays the device(s) used by the agent during the selected date range. If an agent is logged in on multiple devices, the device name is highlighted blue (hover over for the list of devices).

Average Speed of Answer (ASA) Report

This report tracks the average time a contact waits for an agent in the queue for the selected queue(s) and date range. Averages are usually calculated over a period of time such as a 15 minute increment, one day, or one week.

Abandoned Calls Report

This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range. A threshold can be used to set performance expectation targets for agents and/or measure the impact to customer satisfaction due to long wait times in the queue.

Tip: Hover over data points to view more details.

Contact Resolution Report

Tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact was ultimately resolved.

Tips:

  • Hover over data points to view more details.
  • Click the contact resolution types at the bottom to display/hide line charts.

Failed

Number of contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.

Handled

Number of contacts attended by agents.

Abandoned

Number of contacts that left the queue (hung up) before being attended by an agent.

Timed Out

Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout queue node setting.

Evicted

Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Remove callers when queue has no agents call queue setting.

Data Mart Page

This page allows you to generate a .csv report based on historical agent or contact data (e.g. view performance from the holidays last year to better staff your call center this year). Unlike the History page, Data Mart allows data older than 90 days to be requested and stored for up to 7 days.

To access the data mart dashboard, hover over the left navigation menu and then click Data Mart.

Permissions Required

In order to access the Manage page in Jive Contact Center, you must have super admin permissions given to you by a system admin.

[NEW DATA REQUEST]

Click to create a new report. The report will only be available for 7 days.

Job Name
Give a name to the report.

Select Summary
Choose Agent Summary for agent data.

Choose Contact Summary for inbound call data.

Select Dates
Choose a date range to filter your data.

Options
Select the queue(s) and/or agent(s) to include in the report.

NAME

Name by which the report is identified.

START TIME

Time the report was initiated.

SUBMITTED BY

User that created the report.

STATUS

Running
The report is being generated.

Complete
The report has been created and is available for download.

RUN TIME

Total amount of time it took to generate the report.

DOWNLOAD

Link to download the report .csv.

Manage Page

This page allows you to set target goals for the number of unattended contacts in a queue on the system. When the number of unattended contacts in any queue exceeds the warning and critical thresholds, visual notifications display within the Real Time page (both the All Queue Stats and Queue Details views).

To access real time data, hover over the left navigation menu and then click Manage.

Permissions Required

In order to access the Manage page in Jive Contact Center, you must have super admin permissions given to you by a system admin.

SLA

Service Level Agreement.

Queue Depth

Unattended Contacts.

Enabled

Enables warning and critical notifications within the Real Time page (both the All Queue Stats and Queue Details views).

Warning Threshold

Number of unattended contacts in any queue required to trigger the warning notification ().

Note: Value must be greater than 0 and less than the Critical threshold.

Critical threshold

Number of unattended contacts required in any queue to trigger the critical notification ().

Note: Value must be greater than 0 and the warning threshold.

Account Page

This page displays queue usage as it relates to pricing for Jive Contact Center. It displays your month to date usage as well as your average monthly usage so that you can evaluate available pricing tiers.

To access real time data, hover over the left navigation menu and then click Account.

Permissions Required

In order to access the Account page in Jive Contact Center, you must have super admin permissions given to you by a system admin.

Note: Charges are only applied for the time a call spends in a queue (unattended) and the time the contact spends with an agent (attended). There are no charges for wrap time or calls that did not originate within a queue.

Launch a Wallboard to a TV

With Google Chromecast, you can publicly display your contact center’s performance data on a TV. By making this information readily available to everyone, individuals can be more aware and make real-time adjustments if performance goals are not being achieved.

Learn more about Google Chromecast.

Setup Required

Before you can launch a wallboard to a TV, you must have a Google Chromecast setup.

The following steps must be completed using Google Chrome:

1. From the Real Time page, use the queue selector to choose which queues are included in the wallboard and then click [APPLY].

Note: If more than two queues are selected, the wallboard will cycle two queues at a time every 30 seconds.

Tip: You can launch a wallboard for an individual queue from the Queue Details page.

2. Click [LAUNCH WALLBOARD].

3. Select Chromecast.

4. Select the device to Cast to.

Abandoned After Threshold (AAT)
The average time a contact waits for an agent in the queue before hanging up. A threshold can be used to set performance expectation targets for agents and/or measure the impact to customer satisfaction due to long wait times in the queue.

Abandoned Contact
A contact that left the queue (hung up) before being attended by an agent.

Agent
A user who is logged in to a queue(s) and handles incoming calls from contacts.

Attended Contact
A contact that is currently speaking with an agent.

Average Handle Time (AHT)
The average time used to attend to a contact (time in queue + talk time + wrap time).

Average Speed of Answer (ASA)
The average time a contact waits for an agent in the queue.

Average Talk Time (ATT)
The average time an attended contact speaks with an agent.

Contact
A person that has called in to the queue.

Contact Resolution
Describes how a contact was ultimately resolved — including:

  • Abandoned
  • Evicted
  • Failed
  • Handled
  • Timed Out

Contact State
The current state of each contact in the queue — including:

  • Abandoned
  • Attended
  • Evicted
  • Failed
  • Handled
  • Timed Out
  • Unattended
  • Wrap Time

Evicted Contact
A contact that was removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Remove callers when queue has no agents call queue setting.

Failed Contact
A contact that was removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.

Handle Time
Time used to attend to a contact (time in queue + talk time + wrap time).

Handled Contact
A contact that has been attended to by an agent.

Key Performance Indicator (KPI)
Metrics used to evaluate your contact center’s performance and its impact on customer experience and satisfaction.

Longest Talk Time
The longest time an attended contact has been speaking with an agent in the queue.

Longest Time in Queue
The longest time an unattended contact has waited in the queue.

Queue Position
The current place of the contact in the queue (order in which calls will be answered). All unattended contacts have a queue position.

Talk Time
Time an attended contact has been speaking with an agent.

Time in Queue
Time an unattended contact waited to speak with an agent.

Timed Out Contact
The number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout queue node setting.

Unattended Contact
The number of contacts waiting to speak with an agent.

Wrap Time
Time used by the agent after speaking to a contact to file tickets, update customer information, etc.

To add Jive Contact Center Pro to your services, please contact your sales representative.
Jive Contact Center Pro offers intelligent, scalable, and powerful cloud contact center solutions to organizations of all sizes. With it, you can enjoy a single, simple-to-use platform that’s compatible with IVR, chat, email, fax, click-to-call web calls, and social media entries through a single interface. To assist in processing the information, customizable reports with 110 possible metrics to choose from are also available.

Need More Help?

For Jive Contact Center Pro support, please go to inContact’s Online Help.

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