Overview and Guidance
The menu option Realtime View shows you an overview of calls from all queues.
Under Dashboard, choose the option Realtime View. This page will give you an overview of all calls on currently active campaigns. Using a number of variables and key performance indicators, you can perform an analysis and draw your conclusions in order to improve performance in your projects. In addition to the active campaigns, you can also zoom in to the Queue level per campaign by clicking on the relevant campaign. This will lead to a campaign-specific Realtime View.
Realtime View
The Realtime View page is based on your daily traffic. Therefore the Realtime View will give insight into the results on both a Campaign and Queue level.
The variables used in the Realtime View are:
Calls | The number of calls to a specific queue or campaign. |
Waiting | The number of waiting calls in the queue, waiting for an available agent. |
Call | The number of current, ongoing, calls on a specific queue or campaign. |
Done | The number of completed calls on a specific queue or campaign. |
Overflow | The number of automatically overflowed calls in a queue or campaign. |
Aban % | The percentage of abandoned calls that are suspended before they are routed to an agent. |
Transfer % | The percentage of transferred calls on a specific queue or campaign. |
SL% | The current Service Level on a specific queue or campaign. |
Long. Wait | The longest waiting call in a queue at that specific time on a queue or campaign. |
Avg. Wait | The average waiting time of a call on a specific queue or campaign. |
Avg. Talk | The average call duration or talk time spent on a queue or campaign. |
Agents | The number of available agents against the total number of agents logged in on a queue or campaign. |