Video link:



This new feature allows you to:

  • Take a look at custom date range data

  • View an entire month’s data 

  • Download reports for a customized date range


Behavior of Missed Calls in the Live Call Dashboard (LCD):


A call is marked as "missed" only if none of the agents in the group answers it. For instance, if a call rings for 4 agents sequentially but the 5th agent picks up the call, this will not be displayed as a missed call in the LCD. This distinction helps ensure that the dashboard accurately reflects unanswered calls that require follow-up, rather than calls that were ultimately answered after multiple attempts.


Updating Queued Calls:

The Live Call Dashboard refreshes every 10 seconds, meaning any changes in the queue might not immediately reflect on the dashboard. If a caller appears stuck in the queue for longer than 10 seconds, consider the following steps:


  • Verify Queue Music Duration: Check if the queue music length exceeds 10 seconds. A longer music duration might give the impression that the caller is stuck in the queue.
  • Investigate Potential Issues: If the queue music is not excessively long and the caller appears stuck, reach out to support at [email protected]



Downloading Agent Performance Report for custom date range

  • 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.


Kindly Note: 

  • Since the data aggregation for this feature has started from 15th January 2022, hence users will only be able to select, view & download data from 15th January onwards..

  • The maximum Date Range a user can select should be within 31 days.  This applied both for viewing the entire month’s data and downloading reports for a customized Date Range.

  • Post 15th February 2022, you will be able to view and download one month's data.

  • Presently, this feature is only available for the Agent Performance Section, in near future this feature will also be enabled for the Group Performance section. 


Please follow the below steps:


  • Click on the Agent Performance section
  • Click on the Today so far option, in the drop down menu select custom date range option.
  • Once you clicked on custom date range option, select "From Date" and "To Date" in the calendar.
  • Make sure that "From Date" and "To Date" range interval should not exceed more than 31 days
  • Once you have selected your desired date range, click on Done buttonYou can view the custom dates data on the screen.
  • If you want to download the report for same, click on the download icon, your report will get ready in few seconds. You will also get report on your email once it is done.



                   

If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.