[ACD] Real-Time Overview with Advanced Filtering
- Kathleen Glica
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.
*Only users with Supervisor or Administrator-type accounts are able to access the Supervisor section.
Above is a snapshot of the Real-Time Overview dashboard, 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/update 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
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)
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
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
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
Set Available: forces the agent to a status of 'Available'
Set Offline: forces the agent to a status of 'Offline'
Remove Session: logs the agent out of the 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 Calls 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
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
Calls in Rollout
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
Calls in Rollout Features
From the Calls in Rollout 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
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 on any of the tables in the RT Overview:
Click Filter on the right-hand side of the Agent Overview
From the Agent Filter and Status Filter dropdowns, choose the options you wish to be displayed
Click Update Agent/Status Settings to be shown the selected assignments
💡These filter settings are saved once you exit the Real-Time Overview.Selecting Advanced Filter and unchecking the Disable Filtering (show all) 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.
Doing so will display only the selected parameter
*These filter settings are not saved once you exit the Real-Time Overview.