Calls and Agents
| Tile | Picture | Reference |
|---|---|---|
| Group |
| Group |
| Group (small) |
| Group (small) |
| Group Number |
| Group Number |
| Calls Per Hour |
| Calls Per Hour |
| Current Calls |
| Supervisor - Realtime - Current Calls |
| Current Calls (*) |
| Supervisor - Realtime - Current Calls with skills |
| Current Calls (o) |  | Supervisor - Realtime - Current Calls without skills |
| Current Pre Queue Calls |
| Supervisor - Realtime - Pre Queue calls |
| Current Pre Queue Calls (*) |
| Supervisor - Realtime - Pre Queue calls with skills |
| Current Pre Queue Calls (o) |
| Supervisor - Realtime - Pre Queue calls without skills |
| Current In Queue Calls |
| Supervisor - Realtime - In Queue calls |
Current In Queue Calls (*) |
| Supervisor - Realtime - In Queue calls with skills |
| Current In Queue Calls (o) |
| Supervisor - Realtime - In Queue calls without skills |
| Waiting Callers |
| The sum of "Supervisor - Realtime - Pre Queue" and "Supervisor - Realtime - In Queue". |
| Current In Service Calls % |
| Supervisor - Realtime - Servicelevel |
| Current Availability % |
| Supervisor - Realtime - Availability |
| Current Last Agent% |
| Supervisor - Realtime - Last-Agent % |
| Current Agent Calls (↓•↑) |
| Supervisor - Realtime - Agent Calls same skill |
| Current Agent Calls (↑) |
| Supervisor - Realtime - Agent Calls up skill |
| Current Agent Calls (•) |
| Supervisor - Realtime - Agent Calls with skills |
| Current Agent Calls (↓) |
| Supervisor - Realtime - Agent Calls down skill |
| Current Agent Calls (*) |
| Supervisor - Realtime - Agent Calls with skills |
| Current Agent Calls (o) |
| Supervisor - Realtime - Agent Calls without skills |
| Current In Service Calls |
| Supervisor- Realtime - In Service Calls |
| Current Last Agent % |
| Supervisor - Realtime - Last Agent Calls |
| Supervisor - Realtime - Average Waiting TIme | |
| Supervisor - Realtime - Max. Wating time | |
| Current Queue Time Max. |
| Supervisor - Realtime - Max. Queue Time |
| Current Ø Queue Time |
| Supervisor - Realtime - Average Queue Time |
| Agents Logged In |
| Supervisor - Realtime - Agents - Logged In |
| Agents Logged In (Configurable) |
| Supervisor - Realtime - Agents - Logged In. (this tile is configurable regarding the thresholds for the color change). |
| Agents Long Calls |
| Supervisor - Realtime - Agents - Long Calls |
| Agents Free |
| Supervisor - Realtime - Agents - Free |
| Agents Inbound Calls |
| Supervisor - Realtime - Agents - Inbound Calls |
| Agents Outbound Calls |
| Supervisor - Realtime - Agents - Outbound Calls |
| Agents Post Call |
| Supervisor - Realtime - Agents - Post Call |
| Agents EMail |
| Supervisor - Realtime - Agents - EMail |
| Agents Pause |
| Supervisor - Realtime - Agents - Pause |
| Agents Pause (statistical colour) |
| Supervisor - Realtime - Agents - Pause |
| Work-Break Indicator |
| Supervisor - Realtime - Agents - Work-Break Indicator |
| Agents No Answer |
| Supervisor - Realtime - Agents - No Answer |
| Agents Total |
| Supervisor - Realtime - Agents - Total |
| Enquiry Calls |
| Number of enquiries (Calls in which the agent has spoken to a recipient, but has not forwarded the call). |
| Incoming Controll |
| Supervisor - Daily Statistics - Calls - Control |
| Ø Waiting Time |
| Supervisor - Daily Statistics - Waiting Time Average |
| Max. Waiting Time |
| Supervisor - Daily Statistics - Waiting Time Max. |
| Ø Time All Calls |
| Supervisor - Daily Statistics - Time (all) Average |
| Max. Time All Calls |
| Supervisor - Daily Statistics - Time (all) Max. |
| Ø Time Agent Calls |
| Supervisor - Daily Statistics - Time (Agents) Average |
| Max. Time Agent Calls |
| Supervisor - Daily Statistics - Time (Agents) Max. |
| Total Calls |
| Supervisor - Daily Statistics - Calls - Total |
| Total Outbound |
| Supervisor - Daily Statistics - Outbound Total |
| Total Calls Agents |
| Supervisor - Daily Statistics - Calls - Agents |
| Total Agent Calls (↑•↓) |
| Supervisor - Daily Statistics - Agent Calls |
| Total Agent Calls (↑) |
| Supervisor - Daily Statistics - Agent Calls by Skill - Upskill (↑) |
| Total Agent Calls (•) |
| Supervisor - Daily Statistics - Agent Calls by Skill - Same Skill (•) |
| Total Agent Calls (↓) |
| Supervisor - Daily Statistics - Agent Calls by Skill - Downskill (↓) |
| Total Calls In Service |
| Based on the service level seconds set in the ACD group, the number of calls successfully connected to an agent within the service level time is determined, measured from the time of entry into the ACD group. |
| Overflow Queue Timeout |
| Supervisor - Daily Statistics - Overflow - Queue Timeout |
| Last Agent Calls |
| Supervisor - Daily Statistics - Last Agent Calls |
| Last Agent % |
| Supervisor - Daily Statistics - Last Agent % |
| Hangups Total (All) |
| The Sum of ("Supervisor - Daily Statistics - Hangup Announcement") + ("Supervisor - Daily Statistics - Hangup Queue") + ("Supervisor - Daily Statistics - Short Hangups") |
| Service Level Today % |
| Supervisor - Daily Statistics - Service Level - Anwered in X s |
| Availability Today % |
| Supervisor - Daily Statistics - Service Level - Availability |
| PostCall Duration Ø |
| The calculation is based on the following formula: Total Post Call time / number of calls answered that Post Call had. |
| Overflow Queue Calls |
| This field shows how many calls left the ACD Group queue due to an an overflow because of the following cause codes:
See also: SIP Responses / ISDN Cause Codes |
Media Events
Tiles can be displayed per media event type. The images of the tiles were created using the "voice mail" type. However, the documentation of the tiles refers to all types of media events.
Tiles per media type
| Kachel | Bild | Verweis |
|---|---|---|
| $MEDIA_TYPE Distribute |
| Supervisor - Media Events - Counter - Distribute |
| $MEDIA_TYPE Error Today |
| Supervisor - Media Events - Counter - Error |
| $MEDIA_TYPE New Agent |
| Supervisor - Media Events - Counter - New Agent |
| $MEDIA_TYPE Seen Agent |
| Supervisor - Media Events - Counter - Seen Agent |
| $MEDIA_TYPE Done Today |
| Supervisor - Media Events - Counter - Done |
| $MEDIA_TYPE Oldest |
| Supervisor Media Events - Counter - Oldest |
