Tile | Picture | Reference |
---|
Group | Image Added | Group |
Group (small) | Image Added | Group (small) |
Group Number | Image Added | Group Number |
Calls Per Hour | Image Added | Calls Per Hour |
Current Calls | | Supervisor - Realtime - Current Calls |
Current Calls (*) | | Supervisor - Realtime - Current Calls (*)with skills |
Current Calls (o) | | Supervisor - Realtime - Current Calls (o)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 (o)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 (o)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 (↓•↑)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 (o) without skills |
Current In Service Calls | | Supervisor- Realtime - In Service Calls |
Current Last Agent % | | Supervisor - Realtime - Last Agent Calls |
| | Supervisor - Realtime - Ø Waiting Average Waiting TIme |
| | Supervisor - Realtime - Max. WatingtimeWating time |
Current Queue Time Max. | | Supervisor - Realtime - Max. Queue Time |
Current Ø Queue Time | | Supervisor - Realtime - Ø 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) | Image RemovedImage Added | Supervisor - Realtime - Agents - Pause |
Work-Break Indicator | | Supervisor - Realtime - Agents - Work-Break Indicator |
Agents keine AntwortNo Answer | Image RemovedImage Added | Supervisor - Realtime - Agents - Keine AntwortNo Answer |
Agents GesamtTotal | Image RemovedImage Added | Supervisor - Realtime - Agents - GesamtTotal |
RückfragenEnquiry Calls | Image Removed | Die Anzahl der Rückfragen (Gespräche, in welchen der Agent mit einem Ziel gesprochen hat, jedoch nicht weitergeleitet hat). |
Eingegangene Kontrolle | Image Removed | Supervisor - Tagesstatistik - Anrufe -Kontrolle. |
Ø Wartezeit | Image Removed | Supervisor - Tagesstatistik - Wartezeit Ø |
Max. Wartezeit | Image Removed | Supervisor - Tagesstatistik - Wartezeit Max. |
Ø Dauer Alle | Image Removed | Supervisor - Tagesstatistik - Dauer (Alle) Ø |
Max Dauer Alle | Image Removed | Supervisor - Tagesstatistik - Dauer (Alle) Max. |
Ø Dauer Agents | Image Removed | Supervisor - Tagesstatistik - Dauer (Agents) Ø |
Max. Dauer Agents | Image Removed | Supervisor - Tagesstatistik - Dauer (Agents) Max |
Anrufe Gesamt | Image Removed | Supervisor - Tagesstatistik - Anrufe -Gesamt |
Outboand Gesamt | Image Removed | Supervisor - Tagesstatistik - Outboand Gesamt |
Anrufe Agents | Image Removed | Supervisor - Tagesstatistik - Anrufe - Agents |
Agent Calls | Image Removed | Supervisor - Tagesstatistik - Agent Calls |
Image Added | Number of enquiries (Calls in which the agent has spoken to a recipient, but has not forwarded the call). |
Incoming Controll | Image Added | Supervisor - Daily Statistics - Calls - Control |
Ø Waiting Time | Image Added | Supervisor - Daily Statistics - Waiting Time Average |
Max. Waiting Time | Image Added | Supervisor - Daily Statistics - Waiting Time Max. |
Ø Time All Calls | Image Added | Supervisor - Daily Statistics - Time (all) Average |
Max. Time All Calls | Image Added | Supervisor - Daily Statistics - Time (all) Max. |
Ø Time Agent Calls | Image Added | Supervisor - Daily Statistics - Time (Agents) Average |
Max. Time Agent Calls | Image Added | Supervisor - Daily Statistics - Time (Agents) Max. |
Total Calls | Image Added | Supervisor - Daily Statistics - Calls - Total |
Total Outbound | Image Added | Supervisor - Daily Statistics - Outbound Total |
Total Calls Agents | Image Added | Supervisor - Daily Statistics - Calls - Agents |
Total Agent Calls (↑•↓) | Image Added | Supervisor - Daily Statistics - Agent Calls |
Total Agent Calls (↑) | Image Added | Supervisor - Daily Statistics - Agent Calls by | Agent Calls (↑) | Image Removed | Supervisor - Tagesstatistik - Agent Calls nach Skill - Upskill (↑) |
Total Agent Calls (•) | Image RemovedImage Added | Supervisor - Tagesstatistik Daily Statistics - Agent Calls nach by Skill - Gleicher Same Skill (•) |
Total Agent Calls (↓) | Image RemovedImage Added | Supervisor - Tagesstatistik Daily Statistics - Agent Calls nach by Skill - Downskill (↓) |
Anrufe in Total Calls In Service | Image Removed | Bezogen auf die in der ACD Gruppe eingestellte Service Level Sekanden wird die Anzahl der Anrufe ermittelt, die erfolgreich innerhalb der Service Level Zeit mit einem Agents verbanden wurden, gemessen vom Zeitpunkt des Eintritts in die ACD Gruppe. |
Überlauf Warteschleife Timeout | Image Removed | Supervisor - Tagesstatistik - Überlauf -Warteschleife Timeout |
Last-Agent Anrufe | Image Removed | Supervisor - Tagesstatistik - Last-Agent Anrufe |
Last-Agent % | Image Removed | Supervisor - Tagesstatistik - Last-Agent % |
Image Added | 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 | Image Added | Supervisor - Daily Statistics - Overflow - Queue Timeout |
Last Agent Calls | Image Added | Supervisor - Daily Statistics - Last Agent Calls |
Last Agent % | Image Added | Supervisor - Daily Statistics - Last Agent % |
Hangups Total (All) | Image Added | The Sum of ("Supervisor - Daily Statistics - Hangup Announcement | Anzahl Aufleger (Gesamt) | Image Removed | Die Summe von ("Supervisor - Tagesstatistik - Abbrecher Ansage") + ("Supervisor - Tagesstatistik Daily Statistics - Abbrecher Hangup Queue") + ("Supervisor - Tagesstatistik - KurzabbrecherDaily Statistics - Short Hangups") | Auto-Logoff (Gesamt) |
Service Level Today % | Image Added Image Removed | Supervisor - Tagesstatistik Daily Statistics - Auto-Logoff Service Level - Gesamt | Auto-Logoff (Keine Antwort) | Anwered in X s |
Availability Today % | Image Added Image Removed | Supervisor - Tagesstatistik Daily Statistics - Auto-Logoff Service Level - Keine Antwort |
Auto-Logoff (Besetzt) | Image Removed | Supervisor - Tagesstatistik - Auto-Logoff - Besetzt |
Auto-Logoff (Zeitgesteuert) | Image Removed | Supervisor - Tagesstatistik - Auto-Logoff - Zeitgesteuert |
Servicelevel Heute % | Image Removed | Supervisor - Tagesstatistik - Servicelevel - Beantwortet in X s |
Erreichbarkeit Heute % | Image Removed | Supervisor - Tagesstatistik - Servicelevel - Erreichbarkeit |
Availability |
PostCall Duration Ø | Image Added | The calculation is based on the following formula: Total Post Call time / number of calls answered that Post Call had. |
Overflow Queue Calls | Image Added | 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 |