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Real-Time Main Report Overview

This document contains a real-time report from a contact center showing key performance indicators such as the number of dialable leads, calls today, agents logged in, current calls, and agents' statuses. It lists 14 agents as logged in, with most agents shown as ready and some currently on calls or in dispositions. The report also displays overall stats like average handle time and dropped call rate as well as a breakdown of agents' time spent on different call activities.

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Brahim Abidi
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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531 views1 page

Real-Time Main Report Overview

This document contains a real-time report from a contact center showing key performance indicators such as the number of dialable leads, calls today, agents logged in, current calls, and agents' statuses. It lists 14 agents as logged in, with most agents shown as ready and some currently on calls or in dispositions. The report also displays overall stats like average handle time and dropped call rate as well as a breakdown of agents' time spent on different call activities.

Uploaded by

Brahim Abidi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Reports Users Campaigns Lists Scripts Filters Inbound User Groups Remote Agents Admin

Choose Report Display Options


Real-Time Main Report RELOAD NOW MODIFY | SUMMARY refresh:
9
+ VIEW MORE VIEW USER GROUP SHOW SERVER INFO HIDE WAITING CALLS SHOW IN-GROUP STATS
SHOW PHONES SHOW CUSTPHONES
DIAL LEVEL: 5.667 TRUNK SHORT/FILL: 0 / 0 FILTER: NONE TIME: 2022-04-08 [Link]
AVG DIAL
METHOD: RATIO
DIALABLE LEADS: 57648 CALLS TODAY: 650 3.35
AGENTS:

HOPPER ( 2100 / 120 DROPPED / 0.000 / 1


DL DIFF: 2.81 STATUSES:
LRERR, PT, PU, PR, NEW, NI, REP, PHSE, PDROP, NA, ERI, DROP, DC, B, ADC,
min/auto ): ANSWERED:
AB, AA, A
LEADS IN 0.00% 83.96%
2068 DROPPED PERCENT: DIFF: ORDER: RANDOM
HOPPER:

72 current active calls 72 calls ringing 0 calls waiting for agents 0 calls in IVR NO LIVE
CHATS WAITING
14 agents logged in 0 agents in calls 13 agents waiting 0 paused agents 0 agents in dead calls
1 agents in dispo
Agents Time On Calls Campaign: |ALL-ACTIVE| 2022-04-08 [Link]
+----------------+------------------------+-----------+----------+---------+------------+-------+------+------------------
| STATION | USER SHOW ID INFO | SESSIONID | STATUS | MM:SS | CAMPAIGN | CALLS | HOLD | IN-GROUP
+----------------+------------------------+-----------+----------+---------+------------+-------+------+------------------
| SIP/2801 | c-mariem-BAYA + | 8600053 | READY | 9:42 | 55414 | 0 |
| SIP/2807 | c-Jawher-Cais + | 8600054 | READY | 3:06 | 55414 | 0 |
| SIP/2822 | HS2 + | 8600055 | READY | 8:40 | 55414 | 0 |
| SIP/2821 | HS1 + | 8600056 | READY | 6:59 | 55414 | 2 |
| SIP/2812 | m-ameni-dasilva + | 8600057 | READY | 5:24 | SMARTM | 0 |
| SIP/2818 | bridgecom018 + | 8600051 | READY | 5:19 | SMARTM | 0 |
| SIP/2811 | c-Namory + | 8600052 | READY | 5:22 | SMARTM | 0 |
| SIP/2817 | c-Nadhem-david + | 8600059 | READY | 5:18 | SMARTM | 0 |
| SIP/2808 | c-chayma-beatrice + | 8600062 | READY | 3:10 | 55414 | 1 |
| SIP/2804 | c-chaima-dina + | 8600058 | READY | 2:30 | 55414 | 0 |
| SIP/2802 | c-Ines-celine + | 8600064 | READY | 1:23 | 55414 | 0 |
| SIP/2806 | m-houdhayla-beatrice + | 8600061 | READY | 0:14 | 55414 | 0 |
| SIP/2814 | c-amal-lysa + | 8600066 | READY | 0:03 | 55414 | 1 |
| SIP/2810 | c-sadok-chris + | 8600060 | DISPO | 0:29 | 55414 | 1 |
+----------------+------------------------+-----------+----------+---------+------------+-------+------+------------------
14 agents logged in on all servers
System Load Average: 1.03 1.39 0.99 M

- Agent chatting
- Agent in email
- Agent waiting for call
- Agent waiting for call > 1 minute
- Agent waiting for call > 5 minutes
- Agent on call > 10 seconds
- Agent on call > 1 minute
- Agent on call > 5 minutes
- Agent Paused > 10 seconds
- Agent Paused > 1 minute
- Agent Paused > 5 minutes
- Agent in 3-WAY > 10 seconds
- Agent on a dead call

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