The Monitoring Dashboard is a real-time tool designed for call centers to optimize performance and efficiency by providing an overview of key metrics like waiting times, active calls, and answer rates for the current day. Featuring customizable panels, detailed agent performance data, and color-coded status indicators, it allows managers to quickly identify and address any performance or efficiency issues for specific users or a whole team. Save configurations as templates, set performance targets to ensure agents meet your call center goals and deliver exceptional customer service.
¶ Setup
To find the Montitoring Dashboard tool, go to Statistics > Analytics in your account (https://doc.teltel.io/e/en/Statistics/Monitoring).
You will find the following configuration panel on the right side:
¶
Template
Use templates to configure your dashboard and save presets that can be reused later. This helps in quickly setting up the dashboard without redoing configurations each time.
Dropdown Menu: Select a predefined template to load its settings.
Edit: Modify an existing template. You can edit the name, as well as restrictions.
Delete: Remove templates that are no longer needed.
Create: Configure and save a new template for future use.
To create a new template, configure settings that are described lower in the article. Press the button “Create”. A new window will open, where you can configure the following:
Name: Enter a name for the template.
Restrictions: Set access restrictions.
- No restrictions: Anyone can access the template.
- Only for owner: Restricts the template to the creator.
- Group restriction: Limits template access to a specific group of users. You will see a list of all permission groups and will be able to choose the appropriate groups.
Click "Save" to finalize the template creation.
¶ Choose Users
Select the agents whose performance you want to monitor, allowing for focused analysis on specific team members or the entire call center.
Show All Users: Includes all users in the monitoring dashboard.
Customize: Select specific users to include, enabling you to monitor a targeted group of agents.
¶ Select Required Data
You can limit displayed data in the Dashboard to specific DID numbers. This only affects panels ANSWER RATE (IN).
All Numbers: Includes data from all phone numbers used by agents.
Customize: Select specific numbers to hone in on particular lines or campaigns.
¶ Choose Panels
Customize which panels appear on your dashboard to focus on the most relevant metrics for your call center operations. You can check all available panels and their purpose later in the article. Click and drag on a panel to rearrange it position in the dashboard.
Customize: Pick and choose panels to display, such as waiting times, active calls, and answer rates, to tailor the dashboard to your monitoring needs.
¶ Choose Columns
Customize the columns displayed for each agent to show the most important performance metrics. You can check all available columns and the information displayed there later in the article. Click and drag on a column to rearrange it position in the dashboard.
Customize: Select which columns to include, such as call durations, answer rates, and status times, providing a detailed view of individual agent performance.
¶ Target
Set performance targets for agent activities. This helps in monitoring and assessing the productivity or efficiency goals of the call center agents.
Available options:
Total Calls (Count):
Set a target for the total number of calls (both incoming and outgoing) that an agent should handle.
Useful for ensuring agents are handling a sufficient volume of calls to meet service level agreements.
Effective Calls (Count):
Set a target for the number of calls that exceed a predefined effective duration (default value is 40 seconds, contact support to change it).
Helps measure call quality and effectiveness by focusing on calls that are long enough to be substantial interactions.
Call Time (Seconds):
Set a target for the cumulative call time in seconds.
Useful for monitoring the total amount of time agents spend on calls, to meet service level agreements.
Answered Calls (Count):
Set a target for the number of calls answered by an agent.
Target Value: Enter the specific value (e.g., 200 seconds) as the performance target, helping to monitor and meet operational goals. This will be displayed in the dashboard.
¶ Include the Following Calls in User Statistics
Choose from "Incoming," "Outgoing," and "Auto dialer" calls to include in the user statistics. Doesn't affect panel information.
¶ Save
Apply your configuration settings and open the customized monitoring dashboard.
¶ Monitoring panel
¶ 1. Color codings
The monitoring dashboard provides a real-time overview of the status of each agent through a color-coded system for easy reference (see Fig. 2 Color codings). Here is a detailed explanation of each color and its corresponding agent status:
Gold - Idle Below 3 Minutes:
- Agents marked in gold are currently available to take calls but are not engaged in any ongoing calls. They are in an idle state, ready to be assigned to the next incoming call or performing an outgoing call. These agents have been on an active call within the last 3 minutes.
Red - Idle Above 3 Minutes:
- Agents marked in red are also available to take calls and are in an idle state similar to those marked in gold. However, these agents have been idle for more than 3 minutes.
Green - Active (Talking/In Call/Ringing/Calling):
- Agents in green are actively engaged in the call process. This includes agents who are currently talking, have an incoming call ringing, or are in the process of dialing out.
Grey - Logged Out:
- Agents shown in grey are currently logged out of the system. They are not available to take calls.
Dark Grey - Unregistered (Today):
- Agents marked in dark grey have not registered at any point during the current day. This status indicates that the agent has not logged in or participated in any calls today.
¶ 2. Columns
The monitoring dashboard provides comprehensive data for each agent to facilitate efficient call management and performance analysis (see Fig. 2 Columns). They can be separated in several categories. Below is a breakdown of each column and its significance:
¶ Agent information
Name:
- Displays the name of the agent. Location symbol indicates, that the agent is available.
Status:
Shows the current status of the agent. Possible statuses include:
- Talking: The agent is engaged in call activity, dialing or is talking on call.
- Active: The agent is available for calls, but not currently on a call.
- Offline: The agent is logged out and not available to take calls.
In Status (hour : min : sec):
- Indicates the amount of time the agent has been in their current status.
Last Call:
- The time elapsed since the last call was made or received by the agent.
¶ Call performance
Answer (Incoming only):
- The total number of incoming calls answered by the agent.
Answer (Outgoing only):
- The total number of outgoing calls answered by the client.
Rate (Outgoing only):
- The answer rate of outgoing calls, expressed as a percentage. This is calculated as (Answered Outgoing Calls / Total Outgoing Calls) * 100.
Total (Outgoing only):
- The total number of outgoing calls made by the agent, including both answered and unanswered calls.
Answer (All):
- The combined total of incoming and outgoing calls answered by the agent.
Rate (All):
- The overall answer rate for both incoming and outgoing calls, expressed as a percentage. This is calculated as [(Total Answered Calls / Total Calls) * 100].
Total (All):
- The sum of all incoming and outgoing calls, including both answered and unanswered calls.
¶ Call duration metrics
Call Time (hour : min : sec):
- The sum of the total time the agent has spent on answered calls. For incoming calls, this includes the time spent actively talking, as well as hold times and call flow times.
Avg Call Time (min : sec):
- The average duration of calls, calculated as (Call Time / Answer (All)).
¶ Performance goals
Effective (> X sec):
- The sum of calls where the duration exceeds a predefined effective threshold, denoted by X seconds (e.g., 40 seconds). This metric helps in assessing the effectiveness of calls based on their duration.
Target:
- A progress bar showing the agent's progress towards meeting a selected target. This target is fixed for all agents, but it can be adjusted in the Dashboard settings. You can adjust both, the target type and the target goal.
¶ 3. Panels
Panels offer a dynamic and detailed view of your call center operations, allowing for real-time monitoring and analysis of key metrics (see Fig. 2 Panels). These panels are designed to provide insights into various aspects of both inbound and outbound calls, agent performance, and overall call center efficiency. Here's an overview of the information displayed in each panel:
¶ WAITING
Displays the number of calls that are currently ringing to agents and waiting to be answered. Does not include calls still in the queue.
Longest: Shows the longest waiting time in seconds for calls currently ringing to agents within the last 30 seconds.
Average: Shows the average waiting time in seconds for calls currently ringing to agents within the last 30 seconds.
¶ ACTIVE CALLS
Indicates the current number of ongoing calls that are answered or in the process of being dialed (both inbound and outbound).
Up: Includes only the currently talking calls.
Total: The sum of all currently active answered calls and ongoing outgoing call attempts (both inbound and outbound).
Total Incoming Calls: The sum of all finished incoming calls for the current day.
Total Outgoing Calls: The sum of all finished outgoing calls for the current day.
Avg Call Time: The average call time for all agents for the current day, calculated as "total call time" divided by the "number of answered calls."
¶ AGENTS
Provides a comprehensive overview of agent availability and activity.
In Call: The number of agents currently on a call (both inbound and outbound).
Available: The number of agents available to receive incoming calls or make outgoing calls (in active status).
Total: The total number of agents assigned to the dashboard template, including those who are offline.
¶ ANSWER RATE (IN)
Represents the answered rate of finished incoming calls as a percentage. For accurate functioning of the Missed calls statistic, ensure the If no answer setting in the Queue element in Call Flow is set to "Assign to a random member."
Total Calls: The total number of finished incoming calls assigned to agents, including dropped calls in the queue.
Missed Calls: The total number of finished incoming calls that were not answered by agents.
¶ ACTIVE CALLS (OUT)
Displays the number of active (ongoing) outgoing calls for the current day, including currently talking and dialing calls.
Total Minutes: The cumulative sum of minutes for all finished outgoing calls for the current day.
Avg Call Length: The average length in minutes of all finished outgoing calls for the current day.
¶ ANSWER RATE (OUT)
Shows the answer rate for finished outgoing calls as a percentage, specific to the current day.
Total Calls: The total number of outgoing call attempts for the current day, including unsuccessful attempts.
Answered Calls: The total number of outgoing calls that were answered on the current day.