This screen provides managers with quick insights into the operational status by visualizing the real-time performance and key metrics of call center queues.
General Management and Usage
This screen provides managers with quick insights into the operational status by visualizing the real-time performance and key metrics of call center queues.
Top Tab Area
Queue Tabs: This is the tab selection panel located at the top of the screen. Users can select the queues they want to monitor and quickly view real-time data for the selected queues through this tab.
Update / Refresh Button: Used to manually refresh the data set.
Settings Button: Used to change the screen view.
Performance Cards (Top Section)
Service Level (%)
Shows the percentage of calls answered within the target time.
Formula:
(Calls answered within target time / Total answered calls) × 100
Average Wait Time
The average time calls wait before being answered.
Average Call Duration
The average duration of conversations with customers.
Number of Agents (Pie Chart)
Shows the number of agents currently active (logged in).
Color codes usually indicate the level of activity.
Status and Quality Cards (Middle Section)
Current Call Count
The number of active calls currently in progress.
Abandoned Call Rate (%)
The ratio of calls that ended without being answered to the total number of calls.
Formula:
(Number of abandoned calls / Total number of calls) × 100
Number of Calls Waiting
The number of calls waiting in the queue to be answered.
Total Call Count
The total number of calls received by the system within the selected time frame.
Longest Wait Time
Shows the longest wait time in the queue.
First Call Resolution Count
Calculates calls that had only one conversation on that day and were assigned a successful result code. If a second call is made from the same number on that day, it is removed from this list.
Successful Call Count
The number of calls that meet the successful criteria of the result code.
Success Rate (%)
Consists of the total of successful result codes in the successful category for the day and is the ratio of this number to the total incoming calls.
Queue Performance Table (Bottom Section)
Column Name | Description |
Queue | The name of the monitored queue and project information. |
Abandon Rate | Percentage of abandoned calls. |
Talking | The number of agents currently on calls. |
Waiting | The number of calls waiting in the queue. |
Abandoned | The number of calls that ended without being answered. |
Answered | The number of calls that were answered. |
Incoming % | The ratio of incoming calls to the total number of calls. |
Outgoing Calls | The number of outgoing calls made. |
Outgoing % | The ratio of outgoing calls to the total number of calls. |
Service Level | The service level percentage of the relevant queue. |
Success Rate | The success percentage of the relevant queue. |