Dashboard

The various important parts of it are as follows –
Live queue calls – This pie chart shows that the calls are in a queue is live agent call or waiting calls.

Live Session(Media) – This Sections shows the status of the agent Session like Whether agent is in call session, Email session, Chat session, SMS session, Social Media Session or in Break.

Agent call Status – This section shows the agent call status. (i.e. Waiting, On-Dial, Wrap-up etc…)

Agent Queue Details– This tab shows the details of all the queues that the supervisor’s agents belong to.

Name – Display name of the Agent queue.

Assigned Agents – Display Total number of agent assigned in the particular queue.

Live – Display how many agents are logged in now, waiting calls for that agent queue and total agent queue calls.

Today Total – Display today’s total agent queue calls and total abandoned calls. Apart from the self explanatory details, the others are as follows –

Agents – Number of agents logged in that queue.

AWT(sec) – Average Waiting Time displays the average amount of time a call is waiting in the queue.

ATT(sec) – Average Talk Time displays the average amount of time calls last in then queue.

Agent session details– This tabs shows the details of agent session details, as follows-

Apart from the self explanatory details, the other are as follows-

This tabs shows the details of agents that are logged in, as follows –

part from the self explanatory details, the other are as follows-

Name – Name of the agent.

Queue – Name of the queue, in which agent is logged in.

Session Type – Display Session type for that particular agent. (i.e Auto, Progressive, Manual)

State – Current status of the agent. (i.e Waiting, On-break, On-call, Wrap-up
etc..)

SST – This displays the start time of the session for that agent.

TAC(Total Answered Call) – Number of calls answered.

TST(sec) – Total session time of Agent.

TTT(sec) – This displays the total talk time of agent in that session.

THT(total hold time) – Display total hold time of agent in this session.

TDT(Total deposition time) – Total Deposition time by agent.

ATT(sec) – This displays the average talk time of agent in that session.

Email Time – Total Amount of Time the agent has spend in Email Media for the particular session.

Chat Time – Total Amount of Time the agent has spend in Chat Media for the particular session.

TBT(sec) – This displays the total break time of agent in that session.

TIT(sec) – This displays the total idle time of agent in that session.