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 click Supervisor in the left-hand navigation bar to drop down the available Supervisor page options, then click Real-Time click RT Overview.
...
*Only users with Supervisor or Administrator-type accounts are able to access the Supervisor section.
...
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.
...
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.
| Anchor | ||||
|---|---|---|---|---|
|
...
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)
| Anchor | ||||
|---|---|---|---|---|
|
...
Below the Metrics Overview is a table containing data for all agents that are active on the platform. Displayed here:
...
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
| Anchor |
|---|
...
|
...
|
...
Calls Features
From the Queued Calls table, each Call ID # appears as a dropdown menu. When clicked, a supervisor can:
...