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  1. Contacto
  2. Supervisor Metrics
  3. Live Dashboard

Live Dashboard

  • Agent metrics available in Live Dashboards
    1. Leaderboard shows the agents’ names along with the number of calls and chats they handled during the filtered time period.
    2. Active agents shows the number of agents who are available during the filtered time period.
    3. Handle Time for Call/Chats shows the average time it takes an agent from accepting a customer request to completing ACW (After Call Work).
    4. Wrap Up Time shows the average length of time taken to complete wrapup tasks.
    5. Live agents shows the  names of the live agents, along with information about them:
      • Status shows whether  agents are available, busy, or offline. 
      • Channel shows the type of customer request the agents are attending to (call, chat, or WhatsApp etc.).
      • Duration shows the duration of the agents' conversations in real time.
      • Conversation started is the time when each conversation started.
      • Customer shows the contact number of the customer each agent is communicating with.
  • Queue metrics available in Live Dashboards
    1. Avg Wait Time is the average time it takes for a customer request to be accepted by an agent.
    2. Customers in Queue is the total number of customers awaiting agent assignment.
    3. Avg Handle Time is the average time it takes an agent from accepting a customer request to completing ACW (After Call Work).
    4. Avg Wrap Up Time is the average time required for agents to complete the wrapup task.
    5. Avg Abandonment Rate is the percentage of customer requests that were hung up on or disconnected before being accepted by a representative.
    6. Avg Abandonment Time is tthe average time it takes for customer requests to hang up or disconnect before being accepted by a representative.
    7. Queues lists all of the queue names in the system, as well as their corresponding queue metrics.
  • Operations metrics displayed in Live Dashboards
    1. Conversations Received shows the total number of customer requests received across all channels (Handled + In Queue + Abandoned).
    2. Conversations by Channel shows the total number of conversations received for each channel.
    3. Outgoing Calls indicate the total number of outgoing conversations made by the agents across all channels.
    4. Active Agents shows the number of agents who are available to accept customer requests within the specified time frame.
    5. Transfer Rate shows the percentage of transferred calls.
    6. Conversations by Disposition lists the number of conversations for each of the dispositions set under Settings > General > Disposition Lists.