This graph reflects the average number of calls with an agent for the last hour.
- Having more agents on calls is a positive outcome; however, you will want to check your abandonment rate to make sure that you are not dropping too many calls in order to keep agents as busy as you require.
- An average number of calls with agents that is below normal for your call center indicates you are most likely dialing too slowly and may be under pacing. Usually if you see this, you will have a low abandonment rate.
These graphs provide real-time hourly aggregate data. This information is collected constantly, even when no campaign has been configured and run on the service. If there are instances where no calls are with agents, ensure that the campaign has been active at that time.