Contact Connect (Call Center) Dashboard

Access

(A) Open Call Center Dashboard - Click to access the Dashboard.

Depending on your management settings, this might not be available to you.

Dashboard Information

(B) Date Selector - Click to select the specific date you wish to view data. Historical information is only available for the past 30 days.

For dates other than the current date, real-time data such as Calls in Progress or Calls in Queue will display 0. A date selected here will apply to the entire dashboard.

(C) Queue dropdown - By default, all queues are included in the information below. Click the dropdown to filter by one or multiple queues.

Settings

(D) Settings - Click to view Settings.
(E) Log Out - Click to log out of the dashboard.

Adjustments to both threshold settings only affect today's data.

(F) Answered Calls Threshold - Use the arrows to adjust the desired service level threshold or type a number (in seconds) directly.
(G) Unanswered Calls Threshold - Use the arrows to adjust the desired service level threshold or type a number (in seconds) directly.

(H) Save - Click to save changes made to your Settings.

Summary

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

Calls

(A) Calls in Queue - Number of calls in all queues that are waiting to be presented to an Agent. Note: Queues are defined as "Active" if they currently have or have had at least 1 call for the day.
(B) Average Time to Answer - Average duration before a call is answered, excluding callbacks.
(C) Average Queue Time - Average duration a caller waits in a queue before being answered, hanging up or being rolled over out of the queue, excluding callbacks.
(D) Agents Logged In - Number of Agents that are currently logged in.
(E) Calls Today - Number of calls that have entered a contact center queue so far for the day.
(F) Average Time to Hang Up - Average duration a caller waits before hanging up, excluding callbacks.
(G) Average Call Length - Average duration of all calls answered in a contact center queue, includes both hold and talk time, excluding callbacks.
(H) Agents Ready - Number of Agents currently available to take calls.

(I) Service Level - Provides a percentage of total calls answered or hung up within the Service Level threshold. This can be adjusted by clicking the (D) Settings icon.
(J) Live Calls - Provides a graph depicting all calls currently live in the contact center.

o Calls in Progress - Calls where an Agent has been shown the CallPop or has already accepted the call.

o Calls in Queue - Calls that are waiting to be presented to an Agent.

(K) Agent State Counter - Indicates the current number of Agents in a given status. The statuses include your custom, Agent selected unavailable reasons (Lunch, Break, etc,) as well as default statuses that the system assigns. Note: System Statuses include: On Call, Cooldown, No Answer, No Mic, Rejected & Unavailable.

Queues

Click to access queue information. Information is presented in real-time.

(A) Queue dropdown - By default, all queues are included in the below information. Click the dropdown to filter by one or multiple queues.

(B) Show Inactive Queues toggle - The list initially defaults to show only queues that have had calls come in for the day. Click to include inactive queues. Note: An inactive queue is defined as a queue with no calls for the day.

Live Queue Statistics

(C) Calls in Queue - Number of calls in all queues that are waiting to be presented to an Agent, excluding callbacks.
(D) 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, excluding callbacks.
(E) 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.
(F) Agents Available - Number of Agents assigned to this queue(s) that are in Ready status for any queue they are assigned.
(G) Agents Unavailable - Number of Agents assigned to this queue(s) that are in a status other than Ready, Offline or On Call.
(H) Avg Queue Time - Average duration a caller waited before being answered or hanging up, excluding callbacks.
(I) Avg Time to Answer - Average duration before a call is answered, excluding callbacks.
(J) Avg Talk Time - The average call duration as defined from the moment an Agent presses Accept in the callpop to the time they end the call, excluding callbacks.
(K) Service Level - Percent of total calls for the selected queue(s) answered or cancelled within the Service Level threshold, excluding callbacks.
(L) Action Menu - Click to view the Agents or Communications tab filtered by the selected queue in a new browser window.
(M) View Agents - Click to filter the Agents tab by queue.
(N) View Communications - Click to filter the Communications tab by queue.

CallBack Statistics

You can sort this table by clicking on any column.

(O) CallBacks in Queue - Number of callbacks in the selected queue(s) waiting to be presented to an Agent.
(P) Longest in Queue - Duration the longest callback has been waiting in the selected queue(s).
(Q) Agents on Call - Number of Agents assigned to the selected queue(s) who currently have an On Call status.
(R) Agents Available - Number of Agents assigned to the selected queue(s) who are available to take a call (in Ready status).
(S) Agents Unavailable - Number of Agents assigned to the selected queue(s) who are unavailable. This is defined as in any status besides Ready, Offline or On Call.
(T) Average Queue Time - Average duration a callback waits in the selected queue(s) before being answered or abandoned.
(U) Average Time to Answer - Average duration before a callback in the selected queue(s) is answered.
(V) Average Talk Time - Average duration an Agent spends on a callback for the selected queue(s).

Call Outcomes by Queue

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.

(W) Hide All - Click to hide all call outcome categories.
(X) Show All - Click to show all call outcome categories.
(Y) 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.
(Z) 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.
(AA) 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.
(BB) CallBack Requested - Percentage of calls handled by this queue(s) that ended in a callback request. Hover over the bar to see the total number of callbacks.
(CC) Left Queue - Percentage of calls handled by this queue(s) that ended with a caller leaving. Hover over the bar to see the total number of callers who left the queue(s).

Agents

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

(A) Show Offline Agents toggle - The list initially defaults to show only online Agents. Click to include offline Agents.

The resulting list will be dependent on what is select via the (B) Date Selector.

(B) Agents dropdown - Initially defaults to all Agents, click to filter information by a specific or multiple Agents.
(C) Queues dropdown - Initially defaults to all queues, click to filter information by a specific or multiple queues.

The Show Offline Agents toggle, Agents dropdown, and Queues dropdown don't impact either Answered Calls or Answer Rate information.

(D) Answered Calls - Number of calls answered by an Agent. Only the top 5 Agents appear and the information is sorted highest to lowest.
(E) Answer Rate - Percentage of total calls assigned to the Agent that have been answered. Only the top 5 Agents appear and the information is sorted highest to lowest.

Agent Status and Performance

(F) Queues - Indicates the list of queues the Agent is assigned.
(G) 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 (ready to take calls), yellow represents the Cooldown status where Agents are unable to take calls for a temporary period of time, and red includes all status' that leave an Agent inactive such as Lunch or Break.
(H) Time in Status - Indicates the duration the Agent has been in their current status.
(I) Answer Rate - The percentage of the total inbound calls and outbound Callback tasks assigned to an Agent that were answered and completed. Note: The Answer Rate formula is Quantity of Answered Calls / (Quantity of Calls Presented - Quantity of Rolled Over Calls - Quantity of Abandoned Calls). Calls Presented exclude rolled-over and abandoned calls.
(J) Calls - Total number of calls presented to an Agent.
(K) Ans - Total number of calls an Agent has answered.
(L) Rej - Total number of calls an Agent has rejected.
(M) Casc - Total number of times a call was presented and not answered by the initial Agent and proceeded to the next Agent.
(N) Aban - Total number of times a call was presented to an Agent, but before the Agent answered, the caller had hung up.

Abandoned calls include any instance when the caller:

- Selects 8 to skip the queue.
- Selects 9 to request a callback.
- Hangs up while the agent is being alerted of an inbound call.

(N1) Roll - Total number of calls that were rolled over to the next step.
(O) Avg Talk Time - Average duration a specific Agent has been on a call.

Agent Historical Status

This graph represents 100% of the time an Agent has been logged in for the day broken down by different status categories. You may click on a category in the graph legend to hide it from display.

(P) Hide All - Click to hide all Agent status categories.
(Q) Show All - Click to show all Agent status categories.
(R) Status Categories - Displays the amount of time an Agent has been in each status for the day. This updates whenever an Agent changes their status.

Communications

(A) All Agents dropdown - Initially defaults to all Agents, click to filter information by a specific or multiple Agents.
(B) All Queues dropdown - Initially defaults to all queues, click to filter information by a specific or multiple queues.

Call Volume vs. Agents vs. Abandon Rate

The graph displays information in 30 minute intervals.

(C) Calls - Number of calls and callbacks coming into the call queue.
(D) Agents - Number of Agents that go into Ready status at any given time during the 30 minute period.
(E) Abandon Rate - Percentage of calls that were presented to an Agent but before the Agent answered, the caller had hung up.

Live Communications

(F) Channel - Indicates the communication type and whether it is inbound or outbound. Outbound communication represent callbacks.
(G) Status - Status categories include In Queue, Ringing Agent, On Call, Complete, Abandoned, or Rolled Over. This is automatically updated throughout the communication lifecycle.
(H) Call Duration - The amount of time from the moment the call enters the queue(s) until its ending.
(I) Contact Info - The name of the contact or phone number if the name is not known.
(J) Caller Type - The call's disposition; Lead, Customer, Previous Customer, or Unknown.
(K) Location - The location associated with the tracking number the Lead/Customer is calling.
(L) Queue - The queue that the communication entered.
(M) Priority - Indicates the priority of the communication.

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