HELP FILE

What is the supervisor dashboard?

This dashboard enables you as a manager to understand exactly what is happening with the calls your company receives in real time so that you know how best to prepare for and handle everything coming your way. You can quickly see what areas might be overwhelmed and could use a few more agents. Beyond that, this dashboard allows you to jump right to that particular queue, put out the fire, and then come back to home base to reassess how everything else is fairing company-wide. You can also clearly see when you’re smashing it. Get a pulse on the health of your organization and stay ahead of the game like you never have before.

Realtime Metrics

Setting Description
Total Agents Total number of agents across all selected queues (ready + on call + wrap up + other).
  • Ready: Agents logged in to the selected call queues and available to take a call.
  • Queue Call: Number of agents currently on a call.
  • Wrap Up: Agents using time after speaking to a contact to file tickets, update customer information, etc.
  • Other: Agents on a non-queue call.
Queue Totals
  • Unattended: Number of contacts waiting to speak with an agent across all queues.
  • Attended: Number of contacts currently speaking with an agent across all queues.
Longest Wait Time Longest time a currently unattended contact has been waiting in the queue. The link takes you to the specific queue with contact who has been waiting the longest.
Longest Talk Time Longest time a currently attended contact has been speaking with an agent in the queue. The link takes you to the specific queue with contact who has been waiting the longest.
Avg Speed of Answer (ASA) Average time a contact waits for an agent to answer their call, including time waiting in the queue. Time format changes from seconds (ss), minutes (mm:ss), or hours (hh:mm) depending on your current average. You can choose to view the average for the past 15, 30 or 60 minute interval.

Agents in Queues

Setting Description
Status Current status of each contact across all selected queues.
Time Time an attended contact has been speaking with an agent.
Agent Agent who attended to the contact.
Caller ID Contact’s caller ID.
Phone Number Contact’s phone number.
Queue(s) Queue used to attend the contact, you can click the link to jump right into the Real Time Queue details for that queue.

Active Queues

Setting Description
Queue(s) Queue used to attend the contact, you can click the link to jump right into the Real Time Queue details for that queue.
Total Agents Total number of agents across all selected queues (ready + on call + wrap up + other).
  • Ready: Agents logged in to the selected call queues and available to take a call.
  • Queue Call: Number of agents currently on a call.
  • Wrap Up: Agents using time after speaking to a contact to file tickets, update customer information, etc.
  • Other: Agents on a non-queue call.
Unattended Number of contacts waiting to speak with an agent in the queue.
Attended Number of contacts currently speaking with an agent in the queue.
Longest Wait Time Longest time a currently unattended contact has been waiting in the queue.
Longest Talk Time Longest time a currently attended contact has been speaking with an agent in the queue.