Customers using the Propio On-Demand feature through WFOS can now access detailed analytics and view statistics through an on-demand dashboard. This dashboard provides administrators with visual insights, including charts and key performance indicators (KPIs), allowing them to monitor on-demand job requests easily. It helps admins track performance, identify trends, and make data-driven decisions to optimize their interpretation services.
Quick KPIs
Key Performance Indicators offer users a quick snapshot of the data.
"Total On-Demand Calls" represents the total number of on-demand calls initiated or recorded for your site. "Total Calls Serviced" reflects the number of jobs your interpreters completed. Selecting "Total On-Demand Calls" or "Total Calls Serviced" opens a jobs grid with more in-depth details on job requests.
The "Acceptance Rate" shows the percentage of On-Demand jobs answered by your interpreters compared to those handled by Propio One interpreters.
The "Client Satisfaction" rating represents the percentage of calls, both handled by in-house interpreters and rollover calls, that received client/location ratings.
Statistics
The "Percentage of Total Calls Serviced vs. Total Calls Rolled Over to Propio" provides a quick overview of the proportion of calls handled by in-house interpreters versus those rolled over to Propio interpreters. The x and y axis adjust based on the selected date range, and hovering over each bar reveals the percentage values. By clicking on a bar, users can access a detailed jobs grid showing either the calls serviced by in-house interpreters or those rolled over to Propio.
"Percentage of Calls Serviced" By "Language" provides a quick overview of the calls serviced by in house interpreters versus the calls rolled over to Propio based on the language. By clicking on a bar, users can access a detailed jobs grid.
"Percentage of Calls Serviced" By "Interpreter" provides a quick overview of the calls serviced by in house interpreters versus the calls rolled over to Propio based on the Interpreter. By clicking on a bar, users can access a detailed jobs grid.
Call Details
This view provides users with a quick grid display of calls, showing details such as Calls Taken, Missed Calls, Rejected Calls, Short Calls (duration under 1 minute), and Total Time on Calls. An "Include Rollover Calls" checkbox allows users to include or exclude calls handled by Propio interpreters. By default, the data is grouped by language and interpreter, and column-level filters are available to refine the statistics further.
Access
Admin users or Schedulers can be given access to "On-Demand Dashboard" from Maintain users
NOTE:
Please note that data will be shown if the site is set up to utilize On-Demand feature. If you need more information about this feature please contact Support@lspware.com.