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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.

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

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*Only users with Supervisor or Administrator-type accounts are able to access the Supervisor section.

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Above is a snapshot of the Real-Time Overview page dashboard, displaying all current available campaign and agent statistics. For more information on how to filter this data, jump to Section to Section 5: Advanced Filtering.

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  • Once this page loads, it will be pulling in all of the current activity on SC ACD and data will adjust/update in real time.

 

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Metrics
Metrics
Metrics 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

  • Call data

    • Calls in IVR

    • Queued Calls

    • Handled Calls

    • Total Calls

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

 

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Agent
Agent
Agent Overview

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Below the Metrics Overview is a table containing data for all agents that are active on the platform. Displayed here:

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  • Call ID #

  • Program

  • Campaign

  • ANI: caller's phone number

  • DID: toll-free number that was dialed

  • Agent

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

  • Queued: time in minutes/seconds that call has been queued

 

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QueuedCallsFeatures

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QueuedCallsFeatures
Queued

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Calls Features

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

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