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From the Console choose Dashboard
The Dashboard will launch in a new window
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Queues
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View
Queue name – The name of the queues available.
Current Calls in Queue – This is the number of queued calls expressed as a ratio of the total queue capacity for that call center. For example, “6/10” means that there are six calls in the queue, which can queue a maximum of ten calls.
Longest Waiting Call – This is the waiting time of the call that has been in the queue the longest.
EWT (Expected Waiting Time) – This is the estimated time a caller has to wait in this queue before their call is answered.
AHT (Average Handle Time) – This is the average time it takes to process a call in this queue.
ASA (Average Speed of Answer) – This is the average time a caller spends in the queue before the call is offered to an agent.
Staffed – This is the number of agents that are in Sign-In, Available, Unavailable, or Wrap-Up ACD state, as a ratio of all agents assigned to this call center.
Agents
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View
Per queue choose which Agents to view:
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Agents
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Panel Information
Status - The agent’s combined phone and ACD state. Note that the Status column is only sorted by the ACD state and it ignores the phone state.
Name - The agent’s name
Queues (total) - The total number of queues to which the agent is assigned. This number is a link, which when clicked, opens a dialog box that lists the agent’s queues.
Sign-In Time - The agent’s most recent sign-in time.
Sign-In Duration - The amount of time that the agent has been signed in.
Call State (Time) - The call state and time on the current call. The call state can be Idle, Ringing, or On a call. If an agent is in multiple calls, the call time reflects the time of the longest running call. When a call is released, then the call time reflects the time on the remaining calls.
Agent State (Time) - The agent ACD state and time. If an agent is unavailable, the unavailable code is shown.
% Available - The time that the agent was available to take calls shown as a percentage of the duration of the current sign-in.
Avg Busy In - The average time spent by the agent on an incoming ACD call.
Avg Busy Out - The average time spent by the agent on an outgoing ACD call.
Avg Wrap-Up - The average time spent by the agent in a post call wrap-up.
Agents
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Status
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Status Icon | Agent State | Description |
|---|---|---|
 | Available | Agent’s phone is on-hook and agent is available to take calls |
 | Ringing | Agent’s phone is ringing and agent is available to take the call. |
 | Unavailable, Sign-In, Sign-Out | Agent is not available to take calls. |
 | Available, Wrap-Up | Agent’s phone is off-hook, which means that the agent is on a call. |
 | Do Not Disturb | Agent has enabled the Do Not Disturb service. |
 | Call Forwarding Always | Agent has enabled the Call Forwarding Always service. |