Real Time Dashboard

The Real Time Dashboard shows what’s going on live.

Watch the action live from your PC screen or Wall Board TV. Real time data is critical when dealing with lull and surges. While viewing the statistics of each queue you can select to see the individual callers in each queue and listen in on each conversation with options to whisper to the agent or join the conversation.

Each queue displays the following metrics: 

• Waiting -  Callers are waiting to speak to someone.
• Connect – Active callers are currently speaking with your agents thru the queue process.
• Members – Agents are logged into each queue.
• In Use – Agents are on a call, speaking to a customer, another agent, or an outbound call. 
• Available – How many agents currently available to take new calls
  
• Paused – How many agents are logged in an paused via permission codes such as Wrap-up time, Training, Break, etc… Pause codes are customizable.
• Completed - Calls that reached an agent and completed the call.
• Abandoned - Callers that have hung up before speaking to an agent.
• Opt Out - Callers that have chosen to opt out via the automated menu. Example: “If you would like us to return your call press one”.
• Overflow - Callers that held for the maximum assigned time and were transferred to another destination such as voicemail, overflow queue, or call center. 
• Callbacks - Callers that have choose to opt out to receive an automated call back. 
• Avg. Hold - Displays the Average hold time callers are experiencing.
• Service Lvl – Service Level is a goal you set to have answer all calls by such as 10 seconds or 1 minute.
• SL % - Percentage of calls that were answered within in your self-defined Service level.
• Avg. Talk -  The total number of calls divided by the total talk time for the day. 
• Last Call - The date and time of the last caller to enter that sales queue.

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