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 have cascaded from one agent over to another or proceeded toi the next step todaycalls 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 - The total Total number of calls that the agent has let roll over past them, to the next agentcalls 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"