Contact center's two dashboards give you insights into your contact center activity:
- The realtime snapshot dashboard keeps you informed about your metrics as they happen.
- The recent performance dashboard lets you see activity from the previous 24 hours.
Both dashboards are customizable to suit your specific monitoring needs.
This article contains the following topics:
Understanding the realtime snapshot dashboard
The realtime snapshot dashboard shows near-real time metrics about activity taking place in your contact center. This information inclused details about your queues, agent capacity, and agent status. The dashboard can be filtered by channel and queue.
You can click Customize table to customize the queue summary table by adding and removing metrics.
Only queues that contain data are shown in the queue summary table.
Understanding the recent performance dashboard
The recent performance dashboard provides an overview of your contact center activity over the last 24 hours.
The dashboard can be filtered by time range, channel, or queues.
The recent performance dashboard displays the following metrics:
- Change compared to previous period: This is indicated by a green, red or neutral gray arrow next to the metric. It will show the change compared to the previous period.
- Queued: Count of contacts added to the queue during the specified time range.
- Handled: Count of contacts added to the queue that were answered by an agent.
- Handled in: Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts.
- Handled out: Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using contact center.
- AHT (average handle time): The average time, from start to finish, that a contact was connected with an agent. Includes talk time, hold time, and after contact work (ACW) time.
- Occupancy: The percentage of time that an agent was active on contacts.
- Max queued: The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts.
- Max queue answer time: The longest time that a contact was in the queue before being answered by an agent.
- Contacts abandoned: The number of contacts disconnected by the customer while in the queue during the specified time range. Contacts queued for callback are not counted as abandoned.
- Average abandoned time: The average time, in seconds, that contacts were in the queue before being abandoned.
- Agent non-responsive: The number of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer.
- Average hold time The average time that customers spent on hold while connected to an agent.
- Average ACW: Average amount of time that an agent spent doing after contact work (ACW) for contacts.
- Hold abandons: The number of contacts that disconnected while the customer was on hold.
- Callbacks handled: The number of contacts handled by an agent that were queued callbacks
- Transferred in: The number of contacts transferred into the queue during the specified time range.
- Transferred out: The number of contacts transferred out of the queue to another queue during a customer queue flow.
- Service level: The percentage of contacts removed from the queue. A contact is removed from a queue when an agent answers the contact, the customer abandons the contact, or the customer requests a call back.