[ACD] Real-Time Overview with Advanced Filtering

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.

• Metrics Overview

• Agent Overview (Real-Time)

  • Agent Features

• Queued Calls (Real-Time)

  • Queued Calls Features

• Calls in IVR (Real-Time)

  • IVR Call Features

• Advanced Filtering

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

Snapshot of the Real Time Overview page displaying all current available campaign and agent statistics. For more information on how to filter this data, jump 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 in real time.

Metrics Overview

The top portion of the report contains the Metrics Overview, which can be broken down into 3 sections:

• 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)

Agent Overview

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

• Agent ID #

• Agent Name: dropdown list displays Agent Features

• Agent Status

  • Available

  • Connecting

  • In Call 

  • Dispo

  • Manual Dial

  • 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

Agent Features

From the Agent Overview, each agent's name appears as a dropdown menu. When clicked, a supervisor can:

• 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 ACD

Queued Calls 

Below the Agent Overview is a table containing data for all queued calls on the platform that are waiting for a qualified agent. 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

Queued Call Features

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

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

• Queue: 

• Terminate: ends the call

Calls in IVR

Below the Queued Calls is a table containing data for all calls on the platform that are currently in the IVR. Displayed here:

• Call ID #

• Program

• Campaign

• ANI: caller's phone number

• DID: toll-free number that was dialed

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

• Stage: where the call is currently located in the IVR

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

IVR Call Features

From the Queued Calls table, each agent's name appears as a dropdown menu. When clicked, a supervisor can:

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

• Queue: 

• Terminate: ends the call

Advanced Filtering

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

If your Real-Time Overview page does not display any agent/call data, it can be added as follows:

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

• From the Program Assignments and Campaign Assignments options, choose the options you wish to be displayed

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

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

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

• Uncheck the option for Disable filtering (show all agents)

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

  • You can also Select all/ Unselect all

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

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.

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.