Information on the Call Center - Agent Dashboard report
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Agents
d. Agent Active - The number of agents who are currently activeready/available to accept calls
e. Agents Available - The number of agents who are currently logged inin
f. Calls Active - The number of agents who are currently on a call
TODAY
Queue Health
a. Calls in Queue - The number of callers who have called in and entered a queue today
b. Calls Answered - The number of calls answered today by agents
c. Calls Rolled Over - The number of calls that were presented in the queue but not answered, so they rolled passed the queue to the next step in the call route
d. Calls Abandoned - The number of calls where the caller hung up prior to the call being able to be answered by the agent today
e. Avg Queue Time - The average wait time for callers today, after entering a queue
f. Avg Call Duration - The average duration of agent calls today
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1. Agent Name - The name of the agent
2. Status - The current status of the agent (yellow for Inactive, green for Active, red for Offline). This also includes the reason for inactivity, if applicable
3. Time in status - Live count of how long the agent has been in this status, reset at Midnight CST
Calls
4. Total - The total number of calls that the agent has received
5. Accepted - The total number of calls that the agent has accepted
6. Rejected - The total number of calls that the agent has hit reject on the call
7. Cascaded - Total number of calls presented to an agent but not answered so the calls moved on to the next agent in the queue
Call Type
8. Lead - The total number of calls that were marked as a lead by the agent
9. Customer - The total number of calls that were marked as a customer
10. Other - The total number of calls that were marked as "other"