You can use the Live Charts widget of the voice monitor dashboard to help you evaluate the effects of your pacing settings over the last 60 minutes.
- This widget is available at the service level.
- For information about how to access the voice monitor dashboard for a given level, see Monitor Tab.
You can view the following real-time charts on the Live Charts widget by using the carousel icon
:
With Agents: Line chart of the average number of calls that agents have handled for the last hour (in increments of fifteen minutes).
- While having more agents on calls is a positive outcome, consider checking your call abandonment rate to ensure that you have not inadvertently dropped too many calls to keep your agents as busy as you required.
- An average number of calls with agents that is below normal for your call center indicates that you are dialing too slowly (under pacing), resulting in a low abandonment rate.
On Hold: Line chart of the average number of calls that agents have placed on hold for the last hour (in increments of fifteen minutes).
- An average number of calls on hold that is above normal for your call center indicates that you are dialing too rapidly (overpacing).
- An average number of calls on hold that is below normal for your call center indicates that you are dialing too slowly (underpacing).
These live charts provide real-time hourly aggregate data. The data on the charts is collected constantly, even when a campaign is not running on the service. If there are instances where the agents do not have any calls, ensure that the campaign has been active at that time.