You can use the Metrics Widget of the voice monitor dashboard to monitor the metrics related to calls. When a metric is outside the predefined threshold range, the section representing the metric on the widget is highlighted to alert you.
The following threshold values can be configured for each of the Metrics widgets:
Minimum Value - Minimum threshold value for the metric. If the current value of the metric is less than this value, the widget is highlighted on the voice monitor dashboard to alert you.
Maximum Value - Maximum threshold value for the metric. If the current value of the metric is more than this value, the widget is highlighted on the voice monitor dashboard to alert you.
The metrics and their threshold ranges are defined in the GUI Settings. For more information, see Settings.
The following table describes the metrics that you can add to the Metricswidget.
Widget
Description
Agents In Call
Displays the total number of agents that are on a call.
Agents Logged In
Displays the total number of agents who are signed in.
Calls
Displays the total number of calls.
Calls Connected
Displays the total number of connected calls.
Calls Failed
Displays the total number of failed calls.
Calls In Queue
Displays the total number of calls that are waiting to be transferred to an agent.
Calls Transferred
Displays the total number of calls that have been transferred to the agents.
Charge
Displays the total charge for the current day for the services at the level for which you access the monitor dashboard (for example, if you have accessed the monitor dashboard for a call center, this value indicates the total charge for the current day for all the services assigned to the call center).
CIP
Displays the total number of calls that are currently in progress.
Remaining
Displays the total number of dialable contacts whose numbers are remaining to be dialed.
Time On Hold
Displays the total time that your customers are placed on hold by agents during calls.
Total Not Ready Time
Displays the total time that the agents were not ready to place or receive calls (Not Ready state).
Total Ready Time
Displays the total time that the agents were ready to place or receive calls (Ready state).
Total Talk Time
Displays the total time that the agents spent talking to customers. This does not include hold or wrap-up time.
Total Wrap Time
Displays the total time that your agents spent wrapping up calls (Wrapup state).
