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

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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.

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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 in real time.

 

Metrics Overview

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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

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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:

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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 ACD

 

Queued Calls 

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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:

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

  • Queue

  • Terminate: ends the call

 

Calls in IVR

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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:

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  • 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.

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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.

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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.

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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.

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