Console home What your agents took over
"Accueil" (Home) sums up a period: what your agents' call time is worth at your hourly rate, the calls they handled to the end, what still waits for your team, the conversations received on each contact point, and those that arrived in the evening or at the weekend. Each figure opens the conversations it counts.
Where to find it
- The first entry of the menu. Once your organization has an agent, "Accueil" is the first entry of the side menu, and the console opens on it.
- Without an agent. An organization with no agent has no Accueil: the console opens on Conversations.
- "Bonjour" and your first name. The page greets you by your first name, "Bonsoir" (Good evening) from 6 pm. Without a first name in your profile, the title is "Accueil".
The period
Apart from the conversations in progress, every figure on the page covers the period chosen at the top. An administrator opens on the last 15 days, a member on "Aujourd'hui" (Today). The period stays in the page address: a shared link opens the same period.
- Ready-made periods or the calendar. "7 derniers jours", "30 derniers jours", "Ce mois-ci", "Mois dernier", "3 derniers mois", "12 derniers mois" and "Tout l'historique" (last 7 days, last 30 days, this month, last month, last 3 months, last 12 months, all history), or two days picked on the calendar. A member also gets "Aujourd'hui".
- Right now. Above the greeting, one line gives the conversations in progress, whether your agents answer right now, for example "Votre agent répond en ce moment" (Your agent is answering right now), and the conversations your agents ended over the period, every channel. The conversations in progress and those of the period open Conversations.
- Each figure is a link. A click on a figure opens Conversations on the same period, filtered on what the figure counts: the agents' calls, the transferred calls, one contact point.
What your agents' call time is worth
The "Ce que vaut le temps d'appel de vos agents" block (What your agents' call time is worth) shows to administrators, once an agent call has ended over the period. Its amount is the length of the calls your agents took, multiplied by your hourly rate. Under it: the hours of calls and the rate, for example "18,23 €/h".
What the amount counts
- Only calls: written conversations are counted as conversations, with no amount.
- When the agent transfers a call, the time stops at the transfer.
- Each agency's calls are valued at its own hourly rate.
Not a saving
The amount values the agent's call time; it is not money saved. As the console puts it: an advisor would sometimes have been faster, and some calls would not have been answered.
- "Votre forfait voix" (Your voice plan). If your organization has a voice plan, its price per month is shown beside the amount; an annual plan is shown divided by twelve. A click opens Abonnement (Subscription).
- "Appels menés jusqu'au bout" (Calls handled to the end). The share of calls the agent ended without transferring them to your team, out of the calls it kept or transferred, for example "92 % sans passer la main" (92% without handing over). A failed call counts in neither.
- "Transférés à votre équipe" (Transferred to your team). The number of calls the agent handed to your team, with the reminder "Le temps d'appel s'arrête au transfert" (Call time stops at the transfer).
The hourly rate
An administrator sets the rate from the Accueil: the rate shown under the amount, or "Modifier le taux horaire" (Change the hourly rate) in the block's help, opens the dialog. Its "Taux horaire chargé" (Loaded hourly rate) is what an advisor's hour costs your organization, salary and charges included.
| Choice | Rate |
|---|---|
| "Brut" (Gross) | €13.50 an hour: salary alone. |
| "Chargé" (Loaded) | €18.23 an hour: the rate an organization has until it sets its own. |
| "Complet" (Full) | €25.00 an hour: salary, charges and overheads. |
| "Personnalisé" (Custom) | Your own rate, in euros per hour. Left empty, it goes back to the "Chargé" rate. |
"Enregistrer" (Save) applies the rate to your organization's calls, including those already made over the period; an agency keeps its own. A member sees neither the amount nor the rate.
"À traiter" (To handle)
The "À traiter" block lists what still waits for your team over the period, agencies included: one line per subject, with the number of conversations nobody has marked handled yet. A line at zero does not show. On a narrow screen, the block comes first among the blocks.
| Line | What it counts |
|---|---|
| "Appels en échec" (Failed calls) | The calls that ended on a failure. The console says: "Rappelez la personne" (Call the person back). |
| "Transferts sans réponse" (Unanswered transfers) | The calls whose last transfer nobody picked up: "Personne n'a décroché : rappelez la personne" (Nobody picked up: call the person back). |
| The name of an action | The conversations where that action failed: "Action en échec : corrigez l'action ou son service" (Failed action: fix the action or its service). One line per action, the most frequent first, under its current name; a deleted action has no line. |
| "Suites à donner" (Follow-ups) | The conversations whose analysis noted a follow-up, "Relevées par l'option Analyse" (Noted by the Analyse option). Only once your organization has subscribed to the option. |
- Conversations, not failures. A conversation where an action failed three times counts once.
- Each line opens its conversations. A click opens Conversations on the same period, filtered on the line's subject and on "À traiter". A conversation marked handled leaves the list and the count.
- Nothing left. "Tout est traité" (All handled) and "Aucune conversation n'attend votre équipe." (No conversation is waiting for your team.)
Conversations received
The "Conversations reçues" block (Conversations received) counts every conversation that arrived over the period, agencies included: the total, then one line per contact point, for example "Voix", "SMS", "Chat web" or "WhatsApp" (Voice, SMS, Web chat, WhatsApp). Imported recordings and analysed telephony count too; deleted conversations do not.
- No conversation over the period. "Aucune conversation sur cette période" (No conversation over this period): choose a longer period.
- No conversation yet. "Votre agent n'a pas encore eu de conversation" (Your agent has not had a conversation yet), with "Essayer l'agent" (Try the agent) for an administrator. See Try an agent.
"Le soir et le week-end" (Evenings and weekends)
The "Le soir et le week-end" block counts the conversations led by your agents that arrived over the period before 8 am or from 7 pm on weekdays, or at the weekend, Paris time, agencies included. Without a conversation led by an agent over the period, the block does not show.
- Fixed hours. Office hours are the same for every organization, Monday to Friday from 8 am to 7 pm, Paris time; they are not set in the console.
- The map. One row per day, Monday to Sunday, one box per hour: the conversations led by your agents, by hour of arrival. One shade for "En semaine, de 8 h à 19 h" (Weekdays, 8 am to 7 pm), another for "Le soir et le week-end"; a box is stronger the more conversations it holds. Hovering over a box gives its count, for example "Lundi, 19 h : 3 conversations" (Monday, 7 pm: 3 conversations).
- The count opens the list. A click opens Conversations on the same period, filtered on your agents' contact points and on "Le soir et le week-end", a chip you can remove; the list gives the same total.
- Nothing out of hours. Without a conversation in the evening or at the weekend, the block shows the map alone, with no count.
Read the conversations behind a figure
The list a figure opens, its filters and the detail of a conversation are on the Conversations page.