Agent Dashboard
Agent Dashboard Overview
The Agent Dashboard is designed to provide agents with a streamlined interface to manage their calls and performance efficiently.
Agent Dashboard Reference Guide
| Category | Feature | Description |
|---|---|---|
| Navigation Menu | Dial-pad | Enables agents to make calls directly from the system |
| Live Message | View and manage real-time messages | |
| Reporting | Access detailed call reports and individual performance metrics | |
| Call Status Cards | Outbound Calls | Displays the total duration of all outbound calls |
| Inbound Calls | Shows the total duration of all inbound calls | |
| Average Talk Time | Highlights the average duration of active conversations | |
| Total Progress Graph | Online | Time the agent spent online and available |
| Offline | Time spent offline or unavailable | |
| Talk Time | Total duration of conversations | |
| Ringing | Time spent waiting for the call to be answered | |
| Connecting | Duration of call setup processes | |
| After Call Work (ACW) | Time spent wrapping up tasks after a call | |
| Tags | Interested | Represents calls where the customer showed interest in the offer or service |
| Not Interested | Represents calls where the customer declined or showed no interest | |
| Do Not Disturb | Marks calls where the customer requested not to be contacted again | |
| Call Back | Indicates calls where the customer requested a follow-up call | |
| Invalid Number | Represents calls made to an invalid or unreachable phone number | |
| Call Metrics | Total Call | The overall number of calls handled |
| Inbound Call | Total number of incoming calls received | |
| Outbound Call | Total number of outgoing calls initiated | |
| Call & Agent Stats | Online | Time spent actively available for calls |
| Break | Time spent on breaks during the shift | |
| Preview | Time spent reviewing call information before starting | |
| Ringing | Duration waiting for calls to be answered | |
| After Call Work (ACW) | Time spent completing post-call tasks | |
| Talk Time | Total duration of conversations with customers |