Use the Call Center Dashboard to monitor your call center activity and performance in real time.
To access your call center dashboard, click Phone in your AI Portal's left sidebar, then click Call Center in the Phone dropdown menu.
Call Data
The Phone section at the top of the dashboard tracks live call data for the current day.
Use this section to assess total call traffic and answered vs. missed call rates.
NOTE: This section displays call data for the current day only. View your Phone Reporting Dashboard for past call data. See Understanding Phone Reporting in AI Portal for more details.
Live Dashboard
The Live Dashboard tracks agent status and activity in real time.
Use the dropdowns at the top of the dashboard to filter it by:
- Agent Status
- Team (or User Group): See Creating and Editing User Groups for instructions on setting these up.
- Agent
The Status column displays one of four statuses for each agent:
- On Call
- Active
- Inactive
- Logged Out
The Inactive Reason and Inactive Duration columns display the reason why an agent is currently inactive and the length of inactivity.
The Inactive Count (Today) and Total Inactive Duration (Today) columns display an agent's total instances of inactivity and the duration of inactivity for the day.
Leaderboard
The Leaderboard on the right side of the dashboard tracks the number of calls managed by each agent.
You can view All Time, Weekly, and Daily rankings. Click the tabs at the top of the leaderboard to view each ranking.
Use the dropdown at the top of the Weekly leaderboard to set a date range to view.
Click the Phone Icon at the top of the leaderboard to sort the ranking by:
- Total Calls
- Total Outbound Calls
- Total Inbound Calls