Data dashboard (Overview)
Cloud Call Center 2.0 provides a new data overview page that supports auto-refresh and a full-screen dashboard mode.
Operation guide: A step-by-step guide to creating a Cloud Call Center.
Key metrics include the following:
Overall call center metrics
Online agents: The number of agents currently in the Online state.
Current calls in queue: The number of calls currently in the queue.
Maximum current wait time: The longest wait time for a call currently in the queue.
Average wait time (last hour): The average wait time for calls in the queue over the last hour.
Calls in IVR: The number of calls currently in an Interactive Voice Response (IVR) flow.
Agent work status
Total agents: The total number of agents created in the instance.
Online agents: The number of agents currently in the Online state.
Idle agents: The number of agents currently in the Idle state.
Agents on call: The number of agents currently in the On Call state.
Agents in post-processing: The number of agents currently in the Post-processing state.
Agent utilization: The sum of talk time and post-processing time, divided by the total online time for all agents.
Today's data overview
Total call volume: The total number of calls up to the current time.
Satisfaction rate: The number of ratings marked as Satisfied divided by the number of responses to satisfaction surveys.
20 s service level: The number of calls answered within 20 seconds of queuing divided by the total number of queued calls.
Inbound answer rate: The number of calls transferred to and answered by an agent divided by the total number of inbound calls.
Outbound connection rate: The number of connected outbound calls divided by the total number of outbound calls.
Call volume trends (Supports filtering by a single day or dynamic time ranges)
Inbound calls: The number of inbound calls to online agents.
Transferred to agent: The number of calls transferred to an agent.
Agent answered calls: The number of calls successfully answered by agents.
Queue abandoned calls: The number of calls abandoned by users while in the queue.
IVR abandoned calls: The number of calls abandoned by users during the IVR flow.
Calls abandoned during agent connection: The number of calls abandoned by users while being connected to an agent.
Today's call statistics
This section records today's data for the following metrics: calls transferred to agents, answered calls, IVR abandoned calls, queue abandoned calls, calls abandoned during ringing, connected outbound calls, voicemails, queue timeouts, queue overflows, failed transfers to agents, smart navigation abandoned calls, and abnormal IVR data.
Agent status statistics: Provides statistics for currently online agents, including their work pattern, status, online skill groups, status duration, talk time, and break time.
Skill group statistics: Provides statistics for the current skill group, including the number of online agents, idle agents available for outbound calls only, agents on call, callers in queue, and agents in post-processing.
Skill group selection: You can view statistics by skill group. This menu is available only to accounts with skill group leader permissions. Skill group leaders can view data only for the skill groups they manage.