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Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

Summary - Note: This will appear by default. Information is presented in real-time.

(C) Calls in Queue - Number of calls in all queues that are waiting to be presented to an Agent.
(D) Calls Today - Number of calls that have entered a call center queue so far for the day.
(E) Average Time to Answer - Average duration before a call is answered.
(F) Average Time to Hang Up - Average duration a caller waits before hanging up.
(G) Average Queue Time - Average duration a caller waits in a queue before being answered or hanging up.
(H) Average Call Length - Average call durationduration of calls received in Contact Center queue(s).
(I) Agents Logged In - Number of Agents that are currently logged in.
(J) Agents Ready - Number of Agents currently available to take calls.

(K) Conversations in Queue - Number of text conversations waiting to be answered.
(L) Conversations Today - Number of text conversations received by the contact center.
(M) Average Time to Respond - Average duration before an Agent responds to a text conversation.
(N) Agents Logged In - Number of Agents currently logged in.

(O) Service Level - Provides a percentage of total calls answered or hung up within the Service Level Agreement (15 seconds).
(P) Live Calls - Provides a numerical breakdown of calls currently being handled by an Agent versus calls currently waiting in a queue.
(Q) Agent State Counter - Indicates the current number of Agents in a given status.

Live Queue Statistics - Note: You can sort this table by clicking on any column.

(T) Calls in Queue - Number of calls in all queues that are waiting to be presented to an Agent.
(U) Longest in Queue - Of all calls currently waiting in this queue(s), this displays the duration of the call that's been waiting the longest.
(V) Agents on Call - Number of Agents assigned to this queue(s) that currently have an On-Call status. Note: The call the Agent is working on can be in any queue they are assigned.
(W) Agents Available - Number of Agents assigned to this queue(s) that are in Ready status for any queue they are assigned.
(X) Agents Unavailable - Number of Agents assigned to this queue(s) that have a status of Not Ready, Offline, or On Call.
(Y) Avg Queue Time - Average duration a caller waited before being answered or hanging up.
(Z) Avg Time to Answer - Average duration before a call is answered.
(AA) Avg Talk Time - Average call duration.

Call Outcomes by Queue - Note: This graph depicts the percentage of calls and call outcomes for all queues as well as specific ones. Hover over the bar to see the actual number of calls that were Answered, Abandoned or Rolled Over. You may click on a category in the graph legend to hide it from display.

(BB) Answered - The bar represents the percentage of calls handled by this queue(s) that were answered. Hover over the bar to see the total number of answered calls.
(CC) Abandoned - The bar represents the percentage of calls handled by this queue(s) that were abandoned. Hover over the bar to see the total number of abandoned calls. Note: Abandoned calls are defined as calls where the caller hung up before being answered.
(DD) Rolled Over - The bar represents the percentage of calls handled by this queue(s) that were rolled over. Hover over the bar to see the total number of rolled over calls. Note: Rolled over calls are defined as calls that moved to the next step in the call route after timing out in a previous queue.

Agents - Note: Click to access Agent information. Information is presented in real-time for all selected Agents from any selected queue(s).

(EE) Show Offline Agents toggle - The list initially defaults to show only online Agents. Click to include offline Agents.
(FF) Agents dropdown - Initially defaults to all Agents, click to filter information by a specific or multiple Agents.
(GG) Queues dropdown - Initially defaults to all queues, click to filter information by a specific or multiple queues.

Agent Status and Performance - Note: You can sort this table by clicking on any column.

(JJ) Queues - Indicates the list of queues the Agent is assigned.
(KK) Status - Indicates the Agent’s current state and whether or not they are able to take new calls. Blue represents an On Call status, green represents a Ready status and Yellow includes all status' that leave an Agent unavailable to take a call such as Lunch or Cooldown.
(LL) Time in Status - Indicates the duration the Agent has been in their current status.
(MM) Answer Rate - Indicates the percent of total calls assigned to an Agent that have been answered.
(NN) Calls - Total number of calls presented to an Agent.
(OO) Ans - Total number of calls an Agent has answered.
(PP) Rej - Total number of calls an Agent has rejected.
(QQ) Casc - Total number of times a call was presented and not answered by the initial Agent and proceeded to the next Agent.
(RR) Avg Time to Talk - Average duration a specific Agent has been on a call.

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