Tile | Picture | Reference |
---|
Current Calls | | Supervisor - Realtime - Current Calls |
Current Calls (*) | | Supervisor - Realtime - Current Calls (*) |
Current Calls (o) | | Supervisor - Realtime - Current Calls (o) |
Current Pre Queue Calls | | Supervisor - Realtime - Pre Queue |
Current Pre Queue Calls (*) | | Supervisor - Realtime - Pre Queue (*) |
Current Pre Queue Calls (o) | | Supervisor - Realtime - Pre Queue (o) |
Current In Queue Calls | | Supervisor - Realtime - In Queue |
Current In Queue Calls (*) | | Supervisor - Realtime - In Queue (*) |
Current In Queue Calls (o) | | Supervisor - Realtime - In Queue (o) |
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 (↓•↑) |
Current Agent Calls (↑) | | Supervisor - Realtime - Agent Calls (↑) |
Current Agent Calls (•) | | Supervisor - Realtime - Agent Calls (•) |
Current Agent Calls (↓) | | Supervisor - Realtime - Agent Calls (↓) |
Current Agent Calls (*) | | Supervisor - Realtime - Agent Calls (*) |
Current Agent Calls (o) | | Supervisor - Realtime - Agent Calls (o) |
Current In Service Calls | | Supervisor- Realtime - In Service Calls |
Current Last Agent % | | Supervisor - Realtime - Last Agent Calls |
| | Supervisor - Realtime - Ø Waiting TIme |
| | Supervisor - Realtime - Max. Watingtime |
Current Queue Time Max. | | Supervisor - Realtime - Max. Queue Time |
Current Ø Queue Time | | Supervisor - Realtime - Ø 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. |
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 Ø |
Max. Waiting Time | Image Added | Supervisor - Daily Statistics - Waiting Time Max. |
Ø Time All Calls | Image Added | Supervisor - Daily Statistics - Time (all) Ø |
Max. Time All Calls | Image Added | Supervisor - Daily Statistics - Time (all) Max. |
Ø Time Agent Calls | Image Added | Supervisor - Daily Statistics - Time | Ø Dauer Agents | Image Removed | Supervisor - Tagesstatistik - Dauer (Agents) Ø |
Max. Dauer AgentsTime Agent Calls | Image Added Image Removed | Supervisor - Tagesstatistik Daily Statistics - Dauer Time (Agents) Max. |
Anrufe GesamtTotal Calls | Image RemovedImage Added | Supervisor - Tagesstatistik Daily Statistics - Anrufe Calls - GesamtTotalOutboand Gesamt |
Total Outbound | Image RemovedImage Added | Supervisor - Tagesstatistik - Outboand GesamtDaily Statistics - Outbound Total |
Total Calls Anrufe Agents | Image RemovedImage Added | Supervisor - Tagesstatistik Daily Statistics - Calls Anrufe - Agents |
Total Agent CallsCalls (↑•↓) | Image Added Image Removed | Supervisor - Tagesstatistik Daily Statistics - Agent Calls |
Total Agent Calls (↑) | Image RemovedImage Added | Supervisor - Tagesstatistik Daily Statistics - Agent Calls nach by 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 (GesamtTotal) | | Supervisor - Tagesstatistik Daily Statistics - Auto-Logoff - GesamtTotal |
Auto-Logoff (Keine AntwortNo Answer) | | Supervisor - Tagesstatistik Daily Statistics - Auto-Logoff - Keine AntwortNo Answer |
Auto-Logoff (BesetztBusy) | | Supervisor - Tagesstatistik Daily Statistics - Auto-Logoff - BesetztBusy |
Auto - Logoff (ZeitgesteuertTime controlled) | | Supervisor - Tagesstatistik Daily Statistics - Auto-Logoff - ZeitgesteuertTime controlled |
Service Level Today Servicelevel Heute % | Image RemovedImage Added | Supervisor - Tagesstatistik Daily Statistics - Servicelevel Service Level - Beantwortet in Anwered in X s |
Erreichbarkeit Heute Availability Today % | Image RemovedImage Added | Supervisor - Tagesstatistik Daily Statistics - Servicelevel Service Level - ErreichbarkeitAvailability |