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. For information about pacing, see Activity Widget.

  • This widget is available at the service level.
  • For information about how to access the voice monitor dashboard for a given level, see Monitor Dashboards.

You can view the following real-time charts on the Live Charts widget by using the carousel iconcarousel 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.