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Predictive Realtime Stats

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This page allows you to track the operation of your group (for group managers) or the whole call center (for call center managers) real-time.

To open the Predictive Realtime Stats page, click Realtime or Realtime Dashboard on the Dialer home page.

1. Real-time Settings

At the top right corner, you can see the time when the page was last synchronized and several buttons that relate to real-time settings:

  • Click Template to select your own customized template of the real-time dashboard or use the default template.
  • Click Tag to select a tag that will display calls by all agents with this tag in the agents' list.
  • Click Clear filter to discard filters and show all desks working now.
  • Click Alerts to view and dismiss all alerts.

2. Group Statistics

At the top of the page, you can see the list of active groups and statistics for each group.

IMPORTANT

All managers who have access to the Realtime page to review statics and calls of specific skill groups need to add themselves to those skill groups.

It includes the following:

Column Name

Description

ID The group ID
Name The group name

Ratio

The number of calls the system makes per free agent (having the state “Waiting for a call”).

The system calculates the optimal value depending on the drop rate, based on the custom drop rate settings.

Users (online/total)

The current number of users in the group:

Online – connected in the Predictive Dialing mode

Total – both online and offline

Leads (available - loaded/direct/calling/in call)

The number of leads being processed by the group:

Available – leads ready to be processed at the moment

Loaded – leads the system has included in the calling queue due to the highest priority among all available leads 

Direct – specially flagged high-priority leads included in a dedicated queue

Calling – leads the system is dialing at the moment

In call – the number of current conversations

Drop Rate

The percentage of this group’s calls dropped by the system due to all agents being in a call

Avg. idle time

The average time that agents of the group spend waiting for new calls. The first number is the avg time between calls, and the second number is the average time agents spend on the feedback page.

Skill Groups

The groups by skills that agents calling leads from this group belong to (for example, there can be skill groups by language or experience) 

Actions

Contains buttons for performing various actions related to the specific group

To view more information on a group, click Show Details in the Actions column. You will see details on ratio, leads, calls, users, and drop rate.

To modify and test group filters, click Simulator. On the new page, you can fetch leads and modify filters as described in the User Groups, Skill Groups, Tags, and Roles article:

3. Agent Statistics

Below the group list, there is the agent list displaying real-time details for all agents you are allowed to view according to your permissions, or a selected group of agents. On the left to Agent List, there is a box that indicates the view:

  •  means the reduced view
  •  means the default extended view

To view information on a group of agents, click the required group in the group list above.

NOTE

You can customize the table:
- Set the scope of custom data displayed for the Call Details/Clocked out reason column
- Assign colors to lines and sort them by event or state

The basic columns in the agent statistics table are:

Column Description
ID An agent’s ID
Name  Displays the agent’s name and the buttons for performing actions related to this agent
State Duration Shows the duration of the current action (e.g., talking to the lead, submitting feedback, etc.)
State Shows the action the agent is currently performing
Delete

NOTE

New in 2021/10/31 release You can filter by specific states using the drop-down list in the top-right of the agent statistics table.

Groups The groups an agent belongs to
Call Details/Clocked out reason

If the agent is clocked in, it displays the information about the current call based on previously made settings, such as lead name, country, lead ID, etc.
To view additional information on the lead, click the eye button . This will open the lead page where you can view lead details and recorded call history. To listen to any past conversation with the lead, in the Recorded Calls section, click Play Record in the Listen column.
If the agent is clocked out, the column shows the reason for clocking out.

Lead Last Status The action a lead performed last
Lead Time A lead’s GMT time zone, local date, and exact time
Avg. Idle Time Displays the average time the agent spends between calls. The first number is the average waiting time between calls, and the second number is the average time spent on filling the feedback page.

Actions

Enable Whisper - click to connect to the agent’s call, listen to it, and interact with the agent or the lead after pressing the relevant number mentioned in the whisper help:

Pause Agent - click to pause the agent’s work after he completes the current call. The agent will receive a message informing him of the pause reason and will not be able to continue calling leads until the manager clicks Unpause and releases the agent.

Clockout Agent - click to clock out the agent after he completes the current call.

You can also see the pause and clockout options available in the group statistics table. These two options work the same, however, they are applied to all users in the group.

4. List of Internal Calls

At the bottom of the page, you can see a list of transferred or conference calls. Managers can interact with such calls using the Whisper function similarly to agent calls.

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