You can use the Monitor widget of the voice monitor dashboard to view call statistics for the current day, in real time.

  • This widget is available at the enterprise, call center, and service group levels.
  • At the call center level, the title of the Monitor widget is Call Center, by default. You can modify the titles of the widgets through the GUI settings. 
  • At the service group level, the title of the Monitor widget is Service Group.
  • For information about how to access the voice monitor dashboard for a given level, see Monitoring Statistics and Metrics.
  • For information about how to configure the GUI settings, see Settings.

At the enterprise level, the statistics correspond to the overall values for the enterprise. Similarly, at the call center and service group levels, the statistics correspond to the overall values for the call center and service group, respectively.

Call Statistics (Graphical Format)

You can view the statistics on the Monitor widget in the graphical format (default) by using the Flip to Graphical View iconFlip to Graphical View icon. In the graphical format, the following statistics appear based on the tab that you have selected (Outbound, Blended, or Inbound).

Some of the statistics (such as CIP, Remaining, and Time on Hold) are common in both graphical and tabular formats. For more information about such statistics, see the Call Statistic Descriptions (Tabular Format) section.

  • Outbound service statistics with the percentage of outbound calls, longest hold duration, and percentage of contacts whose numbers have been dialed.

  • Blended (outbound and inbound) service statistics with the percentages of outbound and inbound calls and percentages of the average handle and talk time for the service.

  • Inbound service statistics with the percentage of inbound calls and percentages of the average handle and talk time for the service.

All the images correspond to the enterprise level.

Call Statistics (Tabular Format)

You can view the statistics on the Monitor widget in the tabular format by using theFlip to Table View iconFlip to Table View icon. In the tabular format, you can view the statistics for inactive call centers, services, or service groups by selecting the Show Inactive Call Centers, Show Inactive Services, or Show Inactive Service Groups checkbox. 

You can also customize the table by using the Customize Columns icon Customize Columns icon.

For information about how to customize the table, see Customizing a Table.

The following table describes the columns that can be displayed on the Monitor widget in the tabular format.

ColumnDescription
% Done

Percentage of contact records for which dialing is completed.

This column appears only for outbound and blended services.

Abandon Rate

Percentage of calls that customers disconnected (abandoned) before the calls were connected to agents (Total Abandoned Calls / Calls Offered).

Agents In CallNumber of agents who are connected to calls.
Agents Logged InNumber of agents who are signed in to the call center or service.
Available Agents

Number of agents who are ready to receive calls from an inbound service.

This column appears only at the call center level.

Average Abandon Time

Average time that customers wait in the queue before abandoning calls.

Average Handle Time

Average time that agents spend handling the complete interaction, from start to finish.

Average Hold Time

Average time that customers are placed on hold by agents during calls. 
Average Speed of Answer

Average time that calls remain in the queue until agents answer them (that is, the time that customers wait in the queue). Unlike Average Hold Time, this statistic does not include the time that the caller spends interacting with the Interactive Voice Response (IVR).

Average Talk Time

Average time that agents spend talking to customers. Unlike Average Handle Time, this statistic does not include hold or wrap-up time.

Average WrapUp Time

Average time that agents spend wrapping up calls.

Call CenterName of the call center.
Call Direction

Direction of call (for example, inbound and outbound).

This column appears only at the call center level for outbound and blended services.

Callback Phone

Callback phone number for the service.

This column appears only at the call center level for outbound and blended services.

Caller ID

Caller ID for the service.

This column appears only at the call center level for outbound and blended services.

Calls

An icon that displays the following information about a call/transaction in the Calls window:

  • State: State of the call, which can be one of the following:
    • With no agents: Call is in the hold queue and is not yet connected to an agent.
    • On hold: Call is placed on hold by an agent.
    • With operator: Call is connected to an agent.
  • Session ID: ID of the current session.
  • Start Time: Start time of the call, represented in HH:MM:SS (Hours:Minutes:Seconds).
  • Connect Time: Time at which the call is connected, represented in HH:MM:SS.
  • Bridge Time: Time at which the call is connected to an agent, represented in HH:MM:SS.
  • End Time: End time of the call, represented in HH:MM:SS.
  • Priority: Priority assigned to the call.
  • Agent Skill: Skill assigned to the call.
  • Account: Account number associated with the call.
  • Phone: Dialed phone number for an outbound call or the Automatic Number Identification (ANI) for an inbound call.
  • Name: Name of the agent who is connected to the call.
  • Logon ID: Logon ID of the agent who is connected to the call.

This column appears only for outbound and blended services.

Calls Answered Within SL

Number of calls that are answered by agents within the defined service-level threshold.

Calls ConnectedNumber of calls that are connected to agents.
Calls FailedNumber of calls that are terminated without a connection.
Calls HandledNumber of calls that are handled by agents, from start to finish.

Calls In Queue

Number of calls that are in the queue, waiting to be connected to an available agent.
Calls OfferedNumber of calls that are offered to agents, which includes both handled calls and abandoned calls.
Calls TransferredNumber of calls that are presented to the service for routing.
Charge

Usage fees for the call center or service.

CIPCalls that are in progress.
Completed Number of contacts for which dialing is completed.
MTD

Real-time report for the current month.

This column appears only for outbound and blended services.

Operator Phone

Operator phone number for the service.

This column appears only at the call center level for outbound and blended services.

Past

Real-time report for a user-defined date range.

This column appears only for outbound and blended services.

Remaining Number of contacts that are remaining to be dialed.
Service ID

ID of the service.

This column appears only at the call center level for outbound and blended services.

Service Name

Name of the service.

This column appears only at the call center level for outbound and blended services.

Service Level

Sum of the number of calls that are answered by agents and calls that are abandoned by customers within the defined threshold, divided by the number of offered calls.

By default, the threshold is 20 seconds. You can, however, modify the value through the Service Level Seconds field, which appears on the Settings tab of the Client or Services window.


Service Type

Type of service (for example, inbound, manual, quick connect, or unattended).

This column appears only at the call center level for outbound and blended services.

Time On Hold

Longest time that a call was on hold.

Today

Real-time report for the current day.

This column appears only for outbound and blended services.

Total/Total Calls

Number of contacts that are loaded from a campaign.

This column appears only for outbound and blended services.

Total Abandoned CallsDifference between the number of offered calls and the number of handled calls (that is, the number of calls that customers abandoned before connecting to an agent).

If an active campaign is appended with contacts, the following statistics are accordingly updated on the widget:

  • % Done
  • Completed
  • Remaining
  • Total Calls