Live Dashboard

Live Dashboard is the default menu displayed when you log into the ACD Panel. From other screens you can access it by selecting Live Dashboard from the ACD Panel menu. 



 If you reduce the the size of the Live Dashboard window enough the layout and controls will change to look like its mobile browser's version. You can read about this version here


The Live Dashboard acts as your command center. Here you can see a complete overview and perform actions on calls, agents, and queues. 


The Live Dashboard screen has two separate areas with three different set of functions:


1 - The common functions tab

2 - the activity window

3 - the menu selection button. The button is not unique to the Live Dashboard. We will not discuss it here, but you can get more information about it in Getting Started and an overview of the ACD panel. 



Common Functions Tab 

The Common Functions Tab actually has five buttons. One of them is hidden in some of the available views.



Full Screen 

This only appears in one of the "Toggle View" modes. Once you press it the entire green bar on the top of the window disappears, giving you more space to work with.

Toggle View  


This switches the view port between different views focusing on either calls, queues, or agents (these are discussed in more details in the Activity Window section).

Alerts  

Click on this button to display alerts regarding calls, overflow situations, and agents. 


You can set alerts using the Alerts Manager. See 
Alerts Manager User Guide.

Only the latest three alerts are displayed when clicked, but you can click View all to open a larger window.

In either window you can click Dismiss all or you can select one or more alerts and click Dismiss selected. This removes the alerts that you have already addressed from the alerts window. 


Admin Chat

This button opens a panel where you can perform instant chats with your agents. Here you see a live list of conversations. You can click on any of them to resume chatting with the relevant agent.



To close the panel, click the right Arrow icon.

To search for a conversation with a specific agent, click the magnifying glass icon and type his name.

To start a new conversation, click the plus icon. A new window will open where you can select an agent to chat with from a drop-down menu. While you are on the chat window, you can click the icon on the top right corner to display or hide the list of conversations.


 


Logout 

Literally what it says. It will log you out of the ACD Panel.
 

The Activity Window 


This is your main work area for the Dashboard and the ACD Panel. It provides information about calls traffic, agents' activity, and queues load. Here you can also perform operations such as assigning calls to specific agents or logging agents in and out of the system.

 

In the bottom right corner of the window you can see the Filter Button that gives you control over the amount of information displayed in the window.



When you apply any filter the filter button will be marked with a red dot to remind you that the information you see in the activity window is filtered out.


The Activity window has three view modes, selected by clicking on the Toggle View icon, as discussed above.



Calls View


This simplified mode shows only calls. It is handy when you need more space on the screen to handle a large call volume. 




The calls shown in this view are divided into two groups:


  • Holding Calls -  are marked by a red phone number. These are calls that have not been answered yet.

  • Answered Calls - (also called active Calls) are marked by a green phone number. These are calls that have been answered by agents. 
Notice that the names of the agents being rang or with live calls are color coded based on queues. This is true for the other views as well. 

Because we don't see any agents or queues here, there is only one filter that applies to this view - Filter Calls By Status.  Select from it to display either Holding Calls or Active Calls. 



Calls will appear here or in any other view only once a customer has made a selection in main greeting IVR menu. 

Looking closer at at each call box, we can see several items of information:

  • On the left we see the caller's phone number and name.
  • On the top right is the time lapsed since the caller made a selection in the main greeting.
  • Below it, is the current status of the call.

    If the call is answered, the status is the name of the Active Agent handling it.

    If the call is holding (that is not answered yet), the status can be the name of the Queue the caller is holding for, or the name of the Agent the caller is holding for. A queue is displayed usually because of a selection of the caller, and an Agent is usually displayed because of a selection of the distribution rules of the ACD. Of course there are exceptions and cases when a call is simply transferred between queues or agents by other agents.



Call Actions 

Click on any call and the common function tab will be switched to Call Actions

To leave this window and return to the common function tab, either click on the arrow on the right side or click on the call again. 

Call Actions are the same in all three views. 


After a call has been answered by an agent, clicking it will show a 3rd call action.


Hang Up - Is self explanatory. You will be asked to confirm you want to hang up the call and once you do the call will be disconnected.

 

Redirect - This is one of the most important tools of the ACD panel, allowing you to handle overflow and match the right agents with the right customers. When you click the button, it will open a window with two tabs where you can redirect the call to either queues or agents. Select one and push Redirect Call.

You can also redirect a call by clicking and dragging over an agent or a queue. This only works in the agents view (see below).


The Agents tab - Only agents who have not answered a call yet are displayed. Notice how some agents are completely available - Waiting for Call, while other agents have their phone Ringing, and therefore may not be available.


The Queues tab - Notice you can see how many calls are Holding and how many are Live calls.  

 


Join Call - allows you to participate in the call. (this is only available for live calls. The icon will not be displayed for holding calls).

You will be prompted to approve the action by clicking JOIN.

For this feature to work there must be a phone line associated with the ACD Panel account or you will get a "You do not own any phone line" error when clicking Join Call. This line has to be connected and logged in to the TeleConsole or to any other physical or softphone accessed by the ACD Panel administrator.


When you join the conversation, that line will ring with an incoming call from the agent who is handling the call. When you pick it up you can participate in the call. Essentially, a conference is created by you, the caller, and the agent who received the call. Mute your the call on the TeleConsole (or soft or physical phone) if you just want to listen to the call. When you hangup the agent and the caller can keep talking until one of them hangs up.


Agents View


This is the default view and the most comprehensive one. It is the only view that allows you to log agents in and out. You can also see calls and queues, but with less details than in the other views.


The calls themselves offer a visual indication of a green phone icon for live calls and a red one for holding calls. As mentioned before, the names of the agents are color coded based on queues. 



1 - Queues summary -  here you see how many calls are holding and how many are live in each queue. You also see the number of agents assigned to a queue and how many are actually logged in. For example the Accounting queue has one holding call, zero live calls, and one of two agents logged in.



 

2 - Queue sorting Options

Click to choose how to sort the list of queues:


  • A to Z - sorts the queues alphabetically.

  • Most holding calls - sorts the queues by the ones with the most unanswered calls.

  • Most agents available - sorts the queues by the ones that have the most agents that have not yet answered any calls.

  • Priority - sorts the queues by the queues priority rankings. 




    3 - Agents sorting options. Click to choose how to sort the list of agents:


    • A to Z - sorts the agents alphabetically.

    • Waiting for calls First - sorts the agents by the ones who are waiting to answer calls first, that is available agents will be shown at the top of the list, while the ones who are busy with calls will be placed lower.

    • Sort by Queue - sorts the agents by the ones belong to more queues. For example an agent belonging to three queues will be placed at the top of the list, while an agent belonging to only one queue will be lower.

    • None - sorts the agents into groups of number of queues they are assigned to. For example at the top of the list will be all the agents belonging to four queues, next to three queues, etc. The agents are sorted alphabetically within those groups

  • 4 Agent Queue and Availability Status

    This is a very handy area allowing you to log agents in and out of queues. Next to each agent’s name there is a color coded disc with matching colors to the queues he is assigned to. If the disc is full it means the agent is logged into that queue. If it is empty it means the agent is logged out of the queue.

    Here, for example, we see that Emma Cummings belongs to Accounting, Sales Department, and Technical support. While she belongs to Technical Support, she is actually logged out of this queue. Erica Holdsworth also belongs to Technical Support and is logged out of it. Beverly Mercado is the only agent logged into Technical Support,
     hence you can see there is only one agent out of three logged into it. 


    The agent's availability status is specified just above the queues discs. Red or grey color indicate the agent is not free to take calls(but you may still redirect calls to him or to his voicemail). Green indicate he is free. The possible statuses are:
The agent is logged in and is available to take calls.
The agent is handling a live call.
The agent is handling more than one call.
The agent's phone is ringing. He is yet to answer.
This is a notice activated by the agent from his Teleconsole, simply suggesting he is occupied with another activity. Please see our Teleconsole solutions for more information
The agent is logged off the TeleConsole.

Logging Agents in and out:


  • Click on a full disc to log agent out of the queue it represents. A dialog box will appear asking you to confirm the operation or cancel it.



  • Click on an empty disc to log agent into the queue it represents.

5 - Calls sorting options

Click to choose how to sort the list of calls:


  • Holding First - will sort the list so that calls on Hold will be displayed at the top, while the rest of the calls will be displayed lower.

  • Sort in Order they were Received - puts the calls in chronological order.

  • Sort by Queue - will group the calls according to queues, sorting the groups alphabetically. 

Call Actions 

 

Call actions work the same as in Calls View. Click on any call to perform call actions - Hang Up the call, Redirect it, or Join to listen to it.

Drag to redirect

In Agents view you can also drag calls to perform a redirect action.


  • To redirect a call to an agent:

    • Click on a call and hold the mouse button down.

    • Drag the call over the agent you want to redirect it to. The agent will be marked with red borders.

    •  Release the mouse button.



  • To redirect a call to an a queue:

    • Click on a call and hold the mouse button down.

    • Drag the call over the queue you want to redirect it to. The queue will be marked with red borders.

    • Release the mouse button.


Filters  

 

All filters can be uses in this view. We discuss queues and calls filters in the two other view sections.


Filter Agents - check the agents that you want to be displayed in the agent's list. 


Note this only affects the list of agents and nothing else. So calls with agents who were filtered out will still be displayed in the calls area regardless.




Filter Agents by Status - Select one of the options here to filter specific agents to be displayed on the agents' list.


  • Available for calls - the agents' list will only show agents who are not talking to customers or having their phone ring by customers. This is very useful when you need to distribute calls manually.

  • On call - self-explanatory. The agents list will only show agents who are currently talking to customers. This is handy when you need to join a conversation.

  • Logged out from all queues - self-explanatory. This can help you deal with large call volume by finding the agents who are logged out from all queues. 


Queues View


The view has two modes - Regular, and Full screen when you need more space. Both relevant buttons are found on the top right corner. 


Click the Full-screen button and the entire top green bar will disappear (including the menu button).


Click the Regular-screen button to get out of Full-screen mode.

                                                                   



Layout and Information


 

Each box in this view represents a queue. The calls associated with the box appear Inside each box. 


Here is some of the information available in this view: 


(1) Information panel for all queues - tells you the Total number of calls for all queues, Holding calls for all queues, Answered calls in all queues, Average wait time and Max wait time for all queues, Available agents - the total number of agents minus the ones on calls or on hold, and Unavailable - the agents who are completely logged out from all queues (so if that number is zero, it means all agents are actually logged in to one or more queues).

(2) Queue information - on the top we see that the queue has one holding call and one live call. We see that there are four agents available in this queue and they are all logged in (4/4). 


 

(3) We also see that Emma Cummings has answered one call (marked by a green phone number), and that there is another call ringing her line. This has to do with Agent Priorities as set it either the Queue Manager or the Agent's Manager. In this case you may want to redirect the call that is still ringing to another agent, or change the Call Distribution Strategy (see the Queue's Manager user guide for more information).



(4) In the Technical Support queue we see that only one of three agents are logged in. That agent has not answered a call that has been holding for 4:17 minutes. What you want to do in this case is log other agents into the queue and redirect the call to them, or redirect the call to another queue, like Customer Service.




Call Actions 


 

Call actions work the same as in Calls View. Click on any call in any queue to perform call actions - Hang Up the call, Redirect it, or Join to listen to it. The call action buttons will show up in the top right corner regardless if you are in regular or full screen mode. 


Resizing and Rearranging Queues 


You can resize queues or move them to rearrange them according to importance.


Resizing - when a queue gets busy with calls, you will need to use the scroll-slider to move up and down and examine the calls. Instead of doing that you can save time by clicking the Plus icon in the bottom right part of a queue to double its size. Click the Minus icon on the resized queue to shrink it back to normal size. 



Rearranging - if you have a lot of queues you may want to move and rearrange them so the more important ones are on the top of the activity window, saving you from having to scroll up and down constantly. 


To move a queue click anywhere in it, hold the mouse button, and and then start dragging it around. The queue will become translucent.  Move the queue over another queue, one that you want to switch places with. The queue you will be switching places with will be marked with red borders to indiacate it is selected. Let go of the mouse button and the queues will switch places.



        


Filters 

 

Agent filters do no apply in this view, meaning you can only filter by Queues or Calls (see Filter Calls by Status above). Combining filters is certainly possible. For example using two filters, you can display only Active Calls in the Sales and Customer Service queues. 


Filter Queues - select the queues you want to be displayed from the check-box list. This allows you to focus on the more active queues.



Filter Queues By Status - choose to display queues that have No Call(s) in them (either active or holding), or queues that have No Agent(s) logged in them (that is not even one agent is logged in them). During heavy call volume, this allows you to redirect calls to queues with no activity, or find queues that don't receive calls because their agents are logged out. 


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