Live Dashboard
This type of dashboard is commonly used by call center managers and supervisors to monitor agent performance, manage call queue statuses, and improve service delivery by adjusting resource allocation as needed based on real-time data.
Dashboard General
This section provides a general overview of the call center’s real-time activity.
Queue Real Time
Displays the number of calls waiting in the queue, online agents, ready agents, and current active calls.
- Waiting Calls: Shows how many calls are currently waiting in the queue.
- Online Agents: Displays the total number of agents available online.
- Ready Agents: Shows how many agents are ready to take calls.
- Current Calls: Displays the number of calls being handled at the moment.
Inbound Calls:
- Total Calls: The total number of inbound calls received.
- Answered Calls: Shows the total number of calls answered.
- Missed Calls: Indicates the number of calls that were missed.
- Abandoned Calls: Displays the number of calls that were abandoned by callers before being answered.
Queue Today
This section provides detailed performance analytics related to inbound calls:
- Avg Talking Time: Average duration of conversations per call.
- Queue Max Waiting Time: The longest waiting time for calls in the queue.
- Queue Avg Waiting Time: Average waiting time for calls in the queue.
- Queue Total Waiting Time: Total cumulative waiting time for all calls in the queue.
Incoming Calls Summary
A graphical representation of incoming calls, categorized by status:
- A (Answered Calls): Total number of answered calls.
- B (Missed Calls): Total number of missed calls.
- C (Abandoned Calls): Total number of abandoned calls by users.
This section also shows the total number of calls received. - Performance Gauges:
- Answer Rate (SLA): The Service Level Agreement (SLA) performance indicator, showing the percentage of calls answered within a certain timeframe.
- Missed Calls Rate: Indicates the percentage of calls that were missed.
These metrics help assess the effectiveness of the call center in answering calls promptly and managing waiting times.