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This dashboard is available for only select accounts during the private beta phase until it is generally available (where it might be chargeable or accessible for accounts under specific pricing plans). If you are interested to access this, drop in a note to hello@exotel.com and we'll evaluate your request.


Once this is enabled, you can access the dashboard via your left navigation (Live - Dashboard) or use this link. It will give you an overview of your contact center live metrics as well as today's activity.


The dashboard contains the following 3 sections


1. OVERVIEW SECTION


The overview tab will contain data giving you an overall picture (live as well as today's activity) of your entire account or specific groups.


Filters:

  • Group Filter: This filter applies to both Live as well as today's activity metrics.
    • Default: All Calls (All groups + ungrouped calls)
    • One or more groups 
  • Time (Today's activity so far): View the metrics of today (based on your system's timezone) or drill down to last 1 hour, 2 hours, 4 hours, or 8 hours.


Refresh rate:

  • The live sections (Live Calls and Live Agent Status) will auto-refresh in a few seconds periodically.
  • Today's activity so far metrics will need a refresh trigger or on-page reload. (Time it was last refreshed is shown as "last updated x minutes ago") 


Metrics:

  • Live Calls
    • Total Calls: Total calls which are active i.e. sum of "In Queue" and "In Progress Calls".
    • Incoming
      • In Queue: Number of callers in queue if enabled in your call flows. If a group filter is applied, it'll only show calls present in the queue against the group(s) selected.
      • In Progress Calls: Number of active calls assigned to an agent (incoming or outgoing). If a group filter is applied, it'll show the number of cells active against the agent present in that group.
    • Outgoing
      • In Progress Calls: Number of active calls assigned to an agent (incoming or outgoing). If a group filter is applied, it'll show the number of cells active against the agent present in that group.
  • Live agent status
    • Busy (On-Call): This will denote the number of agents who have been assigned on an active call. An active call is where an agent is being attempted, the agent's device is ringing or the agent is in conversation.
    • Available (Idle): This will denote the number of agents who don't have an active call assigned to them and are free to take calls.
    • Offline: This will denote the number of agents who have turned themselves off and cannot receive any calls.
    • Total Agents: This will denote the total agents present in your account or group (if the filter is applied).
  • Today's activity so far (Incoming Calls)
    • Call Volume: Total calls received on your Exophones throughout the day or last x hours (if the filter is applied).
    • Completed Calls: Calls answered by your agents i.e. where a conversation occurred. If multiple agents were attempted but at least 1 agent answered, it will be treated as a completed call.
    • Missed Calls: Calls that were missed by your agents i.e. one or more agent was attempted but the call was not answered by anyone. Such calls are applicable in the following scenarios
      • Agent attempt went unanswered due to any reason such as agent's device was ringing (agent didn't pick up, timeout occurred or caller disconnected during ring), agent's phone was not reachable, busy, didn't connect due to network issue, etc.
      • If one or more agent was attempted, it will be treated as 1 missed call if no one answered.
      • If one or more agent was attempted and the caller was put in the queue again and disconnected, it will still be treated as a missed call.
    • Abandoned Calls: Calls that were hung up and no agent was assigned. Such calls are applicable in the following scenarios
    • Abandoned in IVR: Disconnected by the caller in greeting or IVR menu (not applicable if group filter is selected). Disconnected by the system due to off working hours, genuine termination where the agent wasn't supposed to be dialed, etc. (not applicable if group filter is selected)
    • Abandoned in Queue: Disconnected by the caller in the queue (no agent was attempted; applicable in case of group filter) without any agent being attempted. If an agent is attempted and the caller hangs up during the attempt, it will be treated as a missed call.
    • Average Talk Time: Average time spent by your agents in a call conversation. It is calculated only considering 'completed calls'.
    • Average Queue Time: Average time spent by callers in queue considering both answered and unanswered calls.
    • Longest Queue Time: Equal to the max. time spent by the caller in the queue for a call. If there were multiple queues as part of the call, the value at an overall level (without group filter) would be based on the sum of queue time across all queues in a single call.
    • Average Abandon Time: Average time callers waited for their call to be answered before hanging up (this doesn't consider missed calls hung up during an attempt but considers calls where calls were abandoned in IVR/Queue). In the case of group filter, it only considers calls abandoned in Queue.
    • Average Speed of Answer: Time spent by the caller in the queue as well as the time is taken to dial until the call is answered by the agent. If there is no queue, it considers the time the dial begins until the call is picked up. This doesn't include time before entering the queue. This is only calculated for answered calls.
  • Today's activity so far (Outgoing Calls)
    • Call Volume: Total calls received on your Exophones throughout the day or last x hours (if the filter is applied).
    • Completed Calls: Calls answered by your agents i.e. where a conversation occurred. If multiple agents were attempted but at least 1 agent answered, it will be treated as a completed call.
    • Average Talk Time: Average time spent by your agents in a call conversation. It is calculated only considering 'completed calls.
    • Customer Unanswered: The agent answered the call but the customer attempt did not end up in answered state due to any non-completed reason (canceled, busy, no-answer, failed)Leg1Status = Completed && Leg2Status != Completed
    • Agent Unanswered: Agent was attempted but the call did not end up in answered state due to any non-completed reason (busy, no-answer, failed), Leg1Status != Completed


Prev. Day / Change:

  • Prev. day: This denotes the metrics under today's activity section, calculated for the previous day so far (yesterday). For example - if you are viewing the dashboard on Wednesday at 2 PM, this will denote the stats for Tuesday (from 12 AM until 2 PM). This will help you gauge the trend against the same timeline of the previous day.

  • Change %: This will denote the relative change of today's metrics when compared with the previous day's metrics i.e. [((B-A) / A) * 100], where B is today's metrics and A is the previous day's metrics. The same formula applies to all metrics including completed calls %, missed calls %, etc. 

    For example, if call volume until 2 PM was 100 on the previous day, but today, it is 150, it will be a +50% (UP) change. Similarly, if completed calls were 80% on the previous day and it decreased to 40% today, it will be denoted as -50% (DOWN).

  • Behavior on 'Last x hours' filter: If today's activity is filtered for the last x hours, the previous day metrics and change % would be calculated for that time range on the previous day. For example - If the dashboard is viewed at 4 PM and lasts 2 hours selected, metrics for the 2 PM - 4 PM time window would be displayed for today as well as the previous day.


2. AGENT ACTIVITY (LIVE) SECTION

This section will give you the ability to track your agents live i.e. what are they doing right now. You can apply filters on the agent's name or group.


The following information is available on this page

  • Name: Agent's name as saved on Exotel
  • Status: Current status of the agent which can be one of 'Busy', 'Available' or 'Offline' as explained in #1 (Overview Section)
  • Time Spent: This will indicate the time spent by the agent on the corresponding live status. It is displayed in hh:mm: ss format and is updated in real-time.
  • Last Device On This indicates the time when your agent last turned their device on to take calls.


3. GROUP ACTIVITY (LIVE) SECTION

This section will provide you with live metrics of groups present in your account. You can choose to filter one or more groups.

Metrics

  • Incoming Calls
    • Queued: Number of callers in the queue for that group if enabled in your call flow.
    • In Progress: Number of active calls assigned to an agent (incoming or outgoing) corresponding to the group. 
    • Total: Total calls that are active for that group i.e. sum of "Queued" and "In Progress Calls".
  • Agent Activity
    • Busy (On-Call): This will denote the number of agents who have been assigned on an active call. An active call is where an agent is being attempted, the agent's device is ringing or the agent is in conversation. The agent could be busy on a call for another group if shared across groups or on an outgoing call.
    • Available (Idle): This will denote the number of agents who don't have an active call assigned to them and are free to take calls.
    • Offline: This will denote the number of agents who have turned themselves off and cannot receive any calls.
    • Total: This will denote the total agents present against the group (if the filter is applied).



4. AGENT PERFORMANCE SECTION



This section will help you track your agent's performance throughout the day or yesterday. The information it will provide

MetricMeaning
Overall (Incoming+Outgoing)
Total Device On TimeThis indicates the total time when your agent turned their device on to take calls.
Idle TimeThis will denote the total time agent was free to take calls.
Total Calls Sum of Total Calls received for incoming and total calls initiated for outgoing by an agent
Completed CallsSum of total calls answered by an agent for incoming and total calls answered by an agent for outgoing 
Average Talk TimeOverall Avg. Talk Time by your agents in a call conversation. It is calculated only considering 'completed calls (Incoming+Outgoing)
Total Talk Time

Overall Total Talk Time by your agents in a call conversation. It is calculated only considering 'completed calls (Incoming+Outgoing)

Incoming 
Total Calls OfferedThis will indicate the total calls which were offered to the agent irrespective if another agent answered the same call or not.
Completed CallsOut of the total calls offered to the agent, this will indicate how many were answered.
Missed CallsOut of the total calls offered to the agent, this will indicate how many were missed (unanswered). This can occur if
  • Agent attempt went unanswered due to any reason such as agent's device was ringing (agent didn't pick up, timeout occurred or caller disconnected during ring), agent's phone was not reachable, busy, didn't connect due to network issue, etc.
  • One or more agent was attempted and the caller was put in the queue again and disconnected, it will still be treated as a missed call for the agent.
  • If one or more agent was attempted, it will be treated as 1 missed call against the agent who missed irrespective if another agent answered.
Average Talk TimeAverage time spent by your agents in a call conversation. It is calculated only considering 'completed calls'.
Total Talk TimeSum of all the conversation time performed by the agent.
Outgoing
Total Calls InitiatedTotal Outgoing Calls that were being initiated by the agent
Completed Outgoing CallsCalls answered by your agents i.e. where a conversation occurred. If multiple agents were attempted but at least 1 agent answered, it will be treated as a completed call.
Agent UnansweredThe agent was attempted but the call did not end up in answered state due to any non-completed reason (busy, no-answer, failed) i.e. Leg1 is not picked up.
Customer Unanswered

The agent answered the call but the customer attempt did not end up in answered state due to any non-completed reason (canceled, busy, no-answer, failed) i.e. Leg1 picked up the call but Leg2 didn't answer.

Average Outgoing Talk TimeAverage time spent by your agents in a call conversation. It is calculated only considering 'completed calls.
Total Outgoing Talk TimeSum of all the conversation time performed by the agent.


*NOTE: For outgoing calls that are initiated via Voice Platform API and not answered by the agent will not be considered as a call center call and will not show up against the agent on this dashboard. To capture agent data for Outgoing calls via API, calls should be routed via Outgoing CCM API or triggered via Exotel Dashboard.


Downloading Agent Performance Report

  • To download the agent performance report in CSV format, click on the download icon mentioned in the screenshot below.
  • You will also receive this report on your registered email id once generated.


*Note: 

The data sources & underlying logic used in the User/Group report for metrics calculation are different from the Live Call dashboard report.
 Please refer to the User/Group report for longer-dated range data. For today and yesterday’s data please refer to the Live Call Dashboard report.


5. GROUP PERFORMANCE SECTION



This section will help you track Group performance throughout the day or yesterday. The information will provide:

MetricMeaning
Total CallsThis will indicate the total calls which were offered to the group.
Answered CallsNumber of calls that have been answered by at least one agent in the group
Missed Calls

Equal to a number of calls marked as missed against the group. It indicates calls that were attempted by at least one agent and were not answered, rejected, or disconnected by the caller during the attempt. It also considers calls that were disconnected in the queue but at least one agent was attempted.

Abandoned in Queue

Equal to the number of calls abandoned in the queue against that group. It indicates the calls where the caller disconnected the call in the queue without any agent being assigned.

Average Talk Time

Average conversation time per group per connect applet.

Avg. Talk Time = (Sum of talk time per group per connect / total calls with talk time > 0)

Average Queue Time

Equal to the average time spent by callers in queue per group. This includes dial attempt time. 


Calculated at a group level where 

  • Queue Time = Time spent in Queue for that group (per connect applet)
  • Average Queue Time = (Sum of Queue Time for per group per connect applet / total conversations (per connect applet) where queue time > 0)
Longest Queue Time

Equal to the max. time spent by the caller in the queue at a group level per connect applet.

Max. Queue Time = Sum of time spent in Queue for that group (per connect applet)

Average Abandon Time

Average time callers waited for their call to be answered before hanging up (considers calls that were abandoned in Queue).


Average Abandoned Time = (Sum of Abandoned Time for calls against the group / Total Calls where Abandon Time > 0)

Average Speed of Answer

This represents the time spent by the caller in Queue as well as the attempt time of dialing the agent before the call is answered. If there is no queue, it considers the time the dial begins until the call is picked up. If the call is missed by the first agent but answered by the second agent, then the Dial attempt Time for both agents is included.



(If you are still on the older version of the dashboard, you can refer to the documentation here)

Do note this feature is currently under 'Private Beta' and guidelines for the same are mentioned above. For any feedback or bugs, drop an email to hello@exotel.com.