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The content in this article is appropriate for: Administrators and Supervisors

The Real-Time Overview Report is part of the Supervisor section in SC ACD.

To access the Real-Time Overview Report, click Supervisor in the left-hand navigation bar to drop down the available Supervisor page options, then click RT Overview.

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  • Agent data: breakdown of the number of agents currently logged in on the platform

    • All Agents (total)

      • Busy Agents

      • Idle Agents

      • Paused Agents

      • Dispo Agents

      • Offline Agents

      • Messaging Agents

  • Call data

    • Calls in IVR

    • Queued Calls

    • Handled Calls

    • Total Calls

  • Program data: real-time display of the current programs by name that are currently in-call
    (the total of these will equal Total Calls)

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  • Agent ID #

  • Agent Name: dropdown list displays Agent Features

  • Agent Status

    • Available

    • Connecting

    • In Call 

    • Dispo

    • Manual Dial

    • Restroom

    • Training

    • Offline
      *The above statuses serve as a reference only. If options have been configured for you, they will appear in the list.

  • Time in Status

  • Program: displays only when agent status is In Call or Dispo

  • Team: campaign/team name that displays when Program is displayed

  • Handled Calls: number of agent's calls from current shift

  • Talk Time: agent's total in-call time from current shift

  • Manager

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  • Monitor: Listen in on the agent through your computer speakers/headphones (agent must be engaged in a call with 'In Call' status).

  • External Monitor: Send the call to an external phone number for monitoring

  • IM Chat:

  • Message:
    *The functionality for the above two options should be accessed using the one-way messaging or the communication features outlined in the Supervisor/Agent Messaging article.

  • Performance Report:
    *Feature is currently under construction

  • Set Available: forces the agent to a status of 'Available'

  • Set Offline: forces the agent to a status of 'Offline'

  • Restart Session:  forces the agent's session to start over at 0:00

  • Remove Session: logs the agent out of SC the ACD

 

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Queued
Queued
Queued Calls 

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  • Call Log: takes you directly to the Details tab inside Supervisor\Call Log

  • Queue

  • Terminate: ends the call

 

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  • Call Log: takes you directly to the Details tab inside Supervisor\Call Log

  • Queue

  • Terminate: ends the call

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Rollout
Rollout
Calls in Rollout

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Below the Calls in IVR is a table containing data for all calls on the platform that are currently in rollout (being forwarded). Displayed here:

  • Call ID #

  • Program

  • Campaign

  • ANI: caller's phone number

  • Destination: phone number that the call is being “rolled out” to

  • Received: time in minutes/seconds that call has been active

  • Updated: time in minutes/seconds that call has been in its current stage

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CallsInRollout
CallsInRollout
Calls in Rollout Features

From the Calls in Rollout table, each Call ID # appears as a dropdown menu. When clicked, a supervisor can:

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  • Call Log: takes you directly to the Details tab inside Supervisor\Call Log

  • Terminate: ends the call

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Advanced
Advanced
Advanced Filtering

Depending on your SC ACD settings, filtering may be defaulted ON/OFF.

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If your Real-Time Overview page does not display any agent/call data, it can be added as follows on any of the tables in the RT Overview:

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    1. Click Filter on the right-hand side of the Agent Overview

    2. From the

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    1. Agent Filter and Status Filter dropdowns, choose the options you wish to be displayed

    2. Click Update

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    1. Agent/Status Settings to be shown the selected assignments

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    1. 💡These filter settings are saved once you exit the Real-Time Overview.

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    If your Real-Time Overview page displays all agent/call data, it can be refined as follows:

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    Click Filter on the right-hand side of the Agent Overview

    1. Selecting Advanced Filter and unchecking the Disable Filtering (show all

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    Once filtering is enabled, select the Program Assignments and Campaign Assignments that you wish to display

    • You can also Select all/ Unselect all

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    Click Update Filter Settings to be shown the selected assignments*These filter settings are saved once you exit the Real-Time Overview.

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    1. ) option will allow you to make these filtering choices for each table.

    You can also filter your results further by clicking any of the colored squares within the Agent Data or Call Data areas of the Real-Time Overview.

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    Doing so will display only the selected parameter in the Agent Overview or Queued/IVR Calls.

    *These filter settings are not saved once you exit the Real-Time Overview.