A short video:
This feature is available only on demand to select customers and might be chargeable. Please contact your account manager or please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.
Live Stats will be added to the ‘Co-workers & groups’, where you can view the real-time stats of your ongoing calls and users at both group & account level.
This will help you have the answer to the questions such as :
a. How many users in my ‘Support Group’ are currently handling customer calls?
b. How many users are currently offline in the whole team as of now?
c. How many callers are in the queue?
Account Level - Live Stats
This section helps you to view the real-time updates (every 6 seconds) on the Count of each Status for all the users in the account.
The following are the definitions of each users status count :
Live Stats (Total Users) | This is the total number of users in the account including verified & unverified users. |
QUEUED
| This indicates the total number of calls in the queued state. Only applicable if 'Queuing' is enabled in the Connect Applet of your call flow. |
ON CALL | This is the total number of users in the account (excluding unverified users) with the current state as Device - ON & Status - ON CALL |
IDLE | This is the total number of users in the account (excluding unverified users) with the current state as Device - ON & Status - IDLE |
OFFLINE | This is the total number of users in the account (excluding unverified users) with the current state as Device - OFF. |
Group Level - Live Stats
This section helps you to view the real-time updates (every 6 seconds) on the Stats for all the users in the group.
The following are the definitions of each users status count :
Total Users | This is the total number of users in the group including verified & unverified users. |
QUEUED
| This indicates the total number of calls in the queued state for that group. Only applicable if 'Queuing' is enabled in the Connect Applet of your call flow.
|
ON CALL | This is the total number of users in the group (excluding unverified users) with the current state as Device - ON & Status - ON CALL |
IDLE | This is the total number of users in the group (excluding unverified users) with the current state as Device - ON & Status - IDLE |
OFFLINE | This is the total number of users in the group (excluding unverified users) with the current state as Device - OFF & Status - any status. |
NOTE: The color coding against each user's name indicates which user is 'ON CALL' (green), 'IDLE' (yellow), and 'OFFLINE' (red).
