Incoming calls to the call center - if you use the module Automatic Call Distributor, this dashboard will help you understand the general trends in customer service.
- Answered/Missed calls from queue - the number of answered and lost calls from the queue in the time section.
- Inbound talk metriks - total duration of calls, average talk time, hold and call waiting.
- Avg duration by extensions - average talk, standby and hold times across the operators.
- Answered calls by top 10 extension - Top 10 operators by the number of answered calls
- Inbound calls from queue by extensions - The table with the numbers of operators, the number of distributed calls from the queue, answered, missed, total hold and talk time.
- The last 50 abandoned calls - List of lost calls (did not wait for the connection with the operator from the queue): time, phone number and waiting time in the queue.
- Hangup disposition for queue calls - Who initiated the call end:
- Send hangup - the operator ended the call
- Recieve hangup - the subscriber ended the call
- Recieve cancel - the subscriber canceled the call during the distribution to the operator
- Send refuse - operator rejected call distribution from queue
- Abandoned calls on the 5/20 sec - the number of lost calls with waiting times up to 5 seconds, up to 20 seconds and over 20 seconds.
- Unique inbound calls - Repeated calls to the queue. The table allows you to understand how many incoming calls re-arrive.
- Inbound calls by extensions per time - This table visualizes the number of calls distributed from the queue by operator. The darker the fill - the more calls.
