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 centre live metrics as well as today's activity.


The dashboard contains following 3 sections


1. OVERVIEW SECTION


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 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 group filter is applied, it'll only show calls present in queue against the group(s) selected.
      • In Progress Calls: Number of active calls assigned to an agent (incoming or outgoing). If group filter is applied, it'll show the number of calls active against the agent present in that group.
    • Outgoing
      • In Progress Calls: Number of active calls assigned to an agent (incoming or outgoing). If group filter is applied, it'll show the number of calls 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, agent's device is ringing or 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 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 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 completed call.
    • Missed Calls:Calls that were missed by your agents i.e. one or more agent was attempted but call was not answered by anyone. Such calls are applicable in 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 caller was put in queue again and disconnected, it will still be treated as missed call.
    • Abandoned Calls: Calls that were hung up and no agent was assigned. Such calls are applicable in following scenarios
    • Abandoned in IVR: Disconnected by caller in greeting or IVR menu (not applicable if group filter is selected). Disconnected by system due to off working hours, genuine termination where agent wasn't supposed to be dialled etc. (not applicable if group filter is selected)
    • Abandoned in Queue: Disconnected by caller in queue (no agent was attempted; applicable in case of group filter) without any agent being attempted. If an agent is attempted and caller hangs up during 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 max. time spent by caller in 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 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 attempt but considers calls where calls were abandoned in IVR/Queue). In case of group filter, it only considers calls abandoned in Queue.
    • Average Speed of Answer: Time spent by the caller in queue as well as the time taken to dial until the call is answered by the agent. If there is no queue, it consider 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 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 completed call.
    • Average Talk Time: Average time spent by your agents in a call conversation. It is calculated only considering 'completed calls.
    • Customer Unanswered: Agent answered the call but 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 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 the today's activity section, calculated for previous day so far (yesterday). For example - if you are viewing the dashboard on Wednesday 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 previous day.

  • Change %: This will denote the relative change of today's metrics when compared with previous day's metrics i.e. [((B-A) / A) * 100], where B is today's metrics and A is 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 +50% (UP) change. Similarly, if completed calls were 80% on previous day and it decreased to 40% today, it will be denoted as -50% (DOWN).

  • Behaviour on 'Last x hours' filter: If today's activity is filtered for last x hours, the previous day metrics and change % would be calculated for that time range on previous day. For example - If dashboard is viewed at 4 PM and last 2 hours is selected, metrics for 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 an ability to track your agents live i.e. what are they doing right now. You can apply filters on agent's name or group.


Following information is available in 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 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 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 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 which 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, agent's device is ringing or agent is in conversation. Agent could be busy on a call for another group if shared across groups or 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 filter is applied).



4. AGENT PERFORMANCE SECTION



This section will help you track your agent's performance throughout the day or yesterday. 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 agent for incoming and total calls answered by 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 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 caller was put in queue again and disconnected, it will still be treated as 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 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 completed call.
Agent UnansweredAgent was attempted but 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

Agent answered the call but 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 centre 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 User/Group report for metrics calculation is different from Live Call dashboard report.
 Please refer to User/Group report for longer date range data. For today and yesterday’s data please refer to Live Call Dashboard report.


5. GROUP PERFORMANCE SECTION



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

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

Abandoned in Queue

Equal to number of calls abandoned in queue against that group. It indicates the calls where caller disconnected the call in 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 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 max. time spent by caller in 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 which 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 attempt time of dialling to 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 the both the agent is included.



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