Top Left Panel (Main Menu)
You can quickly access different modules in the system through the main menu panel located at the top left corner of the screen. This panel allows you to navigate to the following areas to perform your tasks:
Dashboard: View your daily performance and call statistics.
CRM: Access customer information and update records.
Calendar: View scheduled tasks and agenda details, and track tasks.
Written Channel: Manage incoming written requests and provide appropriate responses.
This panel offers a central access point to all your workflows within the system.
Status Change
As an agent, you can indicate your activity in the system by changing your status by clicking on your current status under your name at the top right corner of the screen.
To receive incoming calls or automatic dialer calls, you must be in the “Available” status.
Manual outbound calls can be made in all selected statuses.
Current statuses (e.g., Break, Training, Off Call, etc.) are defined specifically for your organization, so they may vary on your screen.
How Does Break Work?
When you click on the real-time status indicator at the top right corner and select the “Break” option from the menu that opens, the system automatically starts the break time assigned to you.
Timer Starts: When the break status is activated, the break screen opens and the timer starts automatically. This timer shows the break time in minutes and seconds.
Remaining Time Indicator: The remaining percentage of your break can be tracked with a graphical percentage indicator at the top of the screen. This shows you how much time you have left in real-time.
Exiting Break with Status Change: When your break is over, you can exit the break by changing your status (e.g., "Ready", "Offline", etc.). The timer stops automatically with this action.
Time Overrun: If you exceed the break time assigned to you, the percentage indicator resets and the “Overrun Time” is clearly indicated at the bottom of the screen.
The break time is determined by system administrators and all breaks are included in the reporting system.
Call Performance Cards
These four boxes located at the top of the Dashboard screen allow the agent to analyze call statuses and performance at a glance throughout the day. Each box shows the total number for the relevant call type and the percentage change compared to the previous day.
Answered Calls
Displayed Information: The total number of calls the agent has answered so far today.
Subtext: The phrase “%x compared to yesterday” indicates the increase or decrease rate compared to the previous day.
Purpose: Allows the agent to measure today's response performance. If low, it helps with efficiency analysis; if high, it aids in success evaluation.
Missed Calls
Displayed Information: The number of calls the agent missed.
Subtext: The text “%x compared to yesterday” provides the increase/decrease rate compared to yesterday's missed calls.
Purpose: Measures the agent's accessibility quality. If the missed call rate is high, system or individual issues can be evaluated.
Reached Calls
Displayed Information: The number of outbound calls initiated by the agent that were successfully reached.
Subtext: Compared to the previous day with the phrase “%x compared to yesterday.”
Purpose: Shows how successful the agent is in making connections in outbound campaigns. Used in performance evaluation.
Unreachable Calls
Displayed Information: The number of outbound calls initiated by the agent that did not connect.
Subtext: Compared to yesterday with the “%x compared to yesterday” rate.
Purpose: By looking at the number of unreachable numbers, the quality of the customer database, time selection, and call strategy can be analyzed.
These cards only show data for that day. They reset every night at midnight.
These are summary information and detailed analysis cannot be done through the Dashboard. These cards only provide you with numerical information.
Efficiency and Performance Analysis Panels
This section provides more detailed metrics such as total time spent on calls, work curve, and average time per task, not just the number of calls. The system facilitates performance tracking by making comparative analyses both within the day and against previous weeks.
Efficiency Panel: Work Time Analysis
This panel analyzes the agent's activity curve over time.
Graph Curve:
Shows fluctuations in activity throughout the day.
Peaks represent call intensity or the most productive time intervals spent in the system.
Low levels may reflect off-system time periods, breaks, or non-call activities.
Percentage Performance:
The "0%" value at the bottom shows the agent's efficiency rate for that day.
The "-16.2%" value indicates a decrease compared to the same day last week. Figures are calculated automatically and displayed in red.
Purpose:
This panel focuses not just on the number of calls but on time-based work intensity. It is ideal for measuring how effectively time is used.
Performance Panel: Agent Performance Summary
This panel provides detailed call-based duration metrics and offers a quick analysis of the agent's call quality.
Total Duration:
The total active time related to calls throughout the day.
This duration includes all in-call processes such as conversations, holds, and ACW.
KPI Values:
Each one shows the average duration for a specific call stage and the percentage change compared to yesterday's value.
Total Talk Time:
The total duration of all inbound and outbound conversations.
Average Talk Time:
The average talk time per call.
Average Pickup Time:
The average time from when the customer initiates the call to when the agent answers.
A lower time indicates a quicker response.
Average Hold Time:
The average time the customer is put on hold during a call.
A higher time may affect the quality of time per agent.
Average ACW Time:
The time spent on post-call processing (e.g., entering result codes, taking notes, etc.).
An effective ACW time also indicates the agent's success in time management.
Percentage Change:
The percentage value next to each line shows the increase or decrease compared to yesterday's averages.
Call History and Result Codes
Call History Panel
Call History section is a detailed record listing all the calls made by the agent throughout the day. This panel is designed for quick access to past communications and to review and act on call details.
Displayed Information:
The following information is visible for each call:
Date – Time: The exact timestamp when the call occurred.
Number: The dialed or incoming number.
Direction: The direction of the call (incoming, outgoing, missed, etc.).
Duration: The call duration.
Result Code: The result selected by the agent at the end of the call.
Agent Note: If the agent entered a note at the end of the call, it appears here.
Recording: If there is a call recording, it can be listened to by double-clicking on that call. This feature is permission-based.
Filtering & Search Features:
Search Box: Located at the top of the page. Results are filtered live based on each character typed. For example, if you type "15:" in the search box, you will only see the call history for calls made at 15:00. You can search all other metrics similarly.
Right-Click Function: When right-clicking on the phone line, the system redials the call.
Left-Click Function: Left-clicking triggers the copy number function. Agents can take quick action this way.
Result Codes Panel
This panel on the Dashboard screen analyzes all the result codes recorded by the agent during the day by category.
General Structure:
The panel only includes daily data (reset at 00:00).
The selected result codes are grouped by the system, and the number of selections and their percentage ratio are shown separately.