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Call Center Supervisor

From the Call Center tab, Call Center Supervisors can see Call Center Analytics, run reports, edit Call Queues and edit Agent status.

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Call Queues

  • See Active Calls, Callers Waiting and Agents Idle in the Call Queue.
  • Person Button - edits agents in the queue.
  • Pencil Button - edits the queues configuration.

Call Center Analytics

Queues
  • CW (Callers Waiting) - The active number of callers waiting in the selected call queue.
  • AWT (Average Wait Time) - The average time a caller spent in the call queue before being dispatched to an agent.
  • AHT (Average Handling Time) - This time includes Talk Time, Hold Time, and Disposition Time.
  • ABN (Abandon Rate) - This is the percentage of calls abandoned, over the total calls offered.
  • CA (Calls Answered) - This is the number of calls answered by all agents in the call queue.
  • CV (Call Volume) - This is the number of calls originating in the call queue, including abandoned calls, answered calls, voicemails, and forwards.

If no queue is selected, all call queues are represented.

Agents
  • Agent Status Types:
    • Online (green) image.png
    • Offline (grey) image.png
    • On a Call (red) image.png
  • Agent Stats image.png

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  • Call Queues image.png
    • Status can be changed here (offline or online).

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Active Calls Graph

This represents call in the selected call queues. If none of the call queues are checked in the Call Queue table, then the default selection is all call queues.


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