This is like a peek into the software. One can get a gist of the activities, in a
glimpse.
The data is shown in the form of cards with details like:
- Total number of internal calls- calls made within the organization
- Total number of external calls- calls made to contacts outside the
organization - Total number of agents
- Total number of online agents- agents who are currently online in the agent
panel - Total number of agents that are online, but are not able to take calls as on
break. The status is shown as on break - Total number of call center queues- number of queues in the system Load of calls:
This is a graphical representation that provides a clear and accurate representation
of the call stats.
● Total channels- represented in white, are the total number of channels(calls)
● Queued calls- represented in orange- are the number of calls received on the
system but not picked up.
● Bridged calls- represented in green, are the number of picked calls
One can also view individual graphs for total channels, queued calls and bridged
calls too.
The stats of calls can be viewed and updated after every one minute only. So the
figures are shown and apdated after every minute only.
The admin is offered three view options for the load of calls graph:
● Last 1 hour view- sum of calls in the past 1 hr
● Last 6-hour view- average calls in the past 6 hrs
● Last 24-hour view- average calls in the past 24 hrs
The graph also benefits from a high level of accuracy as activities are recorded and
plotted every minute, providing a precise and up-to-date view of traffic. This can
be useful for managing and monitoring activities in real-time to identify trends and
potential issues.
Through this, the admin can make informed decisions about management and
activities and take appropriate actions to address concerns.
