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 (*) |
| 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) |
| 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 Ø |
| Max. Waiting Time |
| Supervisor - Daily Statistics - Waiting Time Max. |
| Ø Time All Calls |
| Supervisor - Daily Statistics - Time (all) Ø |
| Max. Time All Calls |
| Supervisor - Daily Statistics - Time (all) Max. |
| Ø Time Agent Calls |
| Supervisor - Daily Statistics - Time (Agents) Ø |
| 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 |
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 |
