The Dashboard shows all monitored call centers and provides key indicators for each. For information about selecting call centers to monitor, see section Select Call Centers to Monitor.
Launch Dashboard
From the Console choose Dashboard
The Dashboard will launch in a new window
Queues 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 View
Per queue choose which Agents to view:
Agents 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 Status
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. |
