This page allows you to track the operation of your group (for group managers) or the whole call center (for call center managers) in real-time.
To open the Predictive Realtime Stats page, click Realtime on the Dialer home page.
You will see statistics for your groups and agents in real-time.
The top of the page on the right shows the time when the page was last synchronized. You can click Alerts to view notifications and warnings.
After you resolve all issues, you can dismiss them by clicking the eye icon.
The stats are presented in four sections: predictive groups, agents, inbound, and outgoing calls.
1. Predictive Groups
Below the settings, you can see the list of active groups and statistics for each group.
If at least one agent works in the PPQ mode, a virtual PPQ group will appear at the top of the list.
IMPORTANT
All managers who have access to the Realtime page to review statistics and calls of specific skill groups need to add themselves to those skill groups.
The list 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) | 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 Hover over the numbers to see more information about the leads  Direct – specially flagged high-priority NOTE
For the PPQ group, this column displays available leads only. |
Leads States | Hover over the graph to see the number of leads in the bridged, initialized, ringing or answered states  |
Drop Rate | The percentage of this group’s calls dropped by the system due to all agents being on a call. The Drop Rate formula considers the drop rate period and calculates only answered calls that have already hung up. If you'd like to get more information on the drop rate formula, please submit a support request. |
Avg. idle time | The average time that agents of the group spend waiting for new calls. The first number is the average 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) NOTE No skill groups are displayed for the PPQ group. |
Actions | Contains buttons for performing various actions related to the specific group |
To view more information on a group:
For the PPQ group, click Show Users in the Actions column. You will see details on the ratio, available leads, average idle time, and drop rate for all agents currently working in the PPQ mode.
You can update the call ratio:for individual agents by clicking the number in the Ratio column or
for all agents who have the default ratio set in Settings by clicking the number next to Group Ratio Change at the bottom. Use the checkbox to update it for agents with a unique ratio set in user settings.
Then click Submit Changes.
For other groups, click Show Details in the Actions column. You will see details on the ratio, leads, calls, users, and drop rate.
To modify and test group filters, click Simulator.
On the page that opens, you can fetch leads and modify filters as described in the Group Simulator article.
2. 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.
You can use the controls on the right to customize your agent list view:
click the grid icon on the left to switch between reduced and extended views
click Show hidden or Collapse hidden to include or exclude agents who are online but not accepting calls (not clocked in)
select agent states from the Filter states drop-down list to include the corresponding agents to the list
select desks from the drop-down list to include the corresponding agents to the list
select your own customized template for the real-time dashboard from the Template drop-down list, or use the default template.
NOTE
You can customize the table:
Set the scope of customer data displayed for the Call Details/Clocked out reason column
Assign colors to lines and sort them by event or state
You can learn more in the Realtime Dashboard Templates article.
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.
Agents working in the PPQ mode will have a special indicator next to the name: |
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 NOTE
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. |
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 out the feedback page. |
Call Details
To view additional information on the lead, click the eye button in the Call Details/Clocked out reason column:
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.
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.
To open the Whisper Help, click the information icon next to Agent List:
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 clock-out options available in the group statistics table. These two options work the same. However, they are applied to all users in the group.
3. Inbound Calls
Here, you can view all IVR incoming calls and relevant statistics.
4. Outgoing Calls
At the bottom of the page, you can see a list of outgoing calls, including transferred or conference calls. Managers can interact with such calls using the Whisper function, similar to agent calls.