Live Dashboard User Guide

Live Dashboard is the default menu displayed when you log into the ACD Panel, or you can also access it by selecting Live Dashboard from the Menu. 



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 very different set of functions:


1 - Common Functions Tab

2 - Activity window

3 - is a Menu Selection Button. It is not unique to the Live Dashboard. We will not discuss it here, but you can get more information about it in the article "Getting Started and an overview of the Acd panel.





Common Functions Tab 

The Common Functions Tab actually has five buttons.

  • Full Screen - 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 - Switches the View Port between different views focusing on either Calls, Queues, or Agents (we will discuss this in more details in the Activity Window section).

  • Alerts - Click on this button to display alerts regarding Calls, Overflows, and Agents. 


    (You can set Alerts using the Alerts Manager. See "Alerts Manager User Guide".)



    Here you only see the latest three Alerts, but you can click View all to see more.

    In the window that opens, you can select one or more alerts and click Dismiss selected to remove from the list alerts that you have already addressed. You can also dismiss alerts from the minimal window that shows only three of them. If doing so, please note that you will be also dismissing any alerts selected in the View all 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 to control on the information displayed in the window.




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




1. Calls View


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




The calls are divided into two groups:


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

  • Answered Calls (also called active Calls) - 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. 

Becuase 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 only Holding Calls or only the Active Calls. 



It is important to note that calls will appear here or in any other view only once a customer has made a selection to get passed the main greeting. So when a customer first calls in, his details will not be displayed here, until he listens to the main recorded greeting and chooses a department to talk to.


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 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 usually by a selection of the caller, and an Agent is usually by selection of the distribution rules of the ACD. Of course there are exceptions and cases when a call is simply transfered 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. 



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 push 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.


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 see how many calls are Holding and how many are Live calls.  


     


Join Call - Allows you to listen to a call by joining the conversation. Click to approve this operation. Note that this is only available for Live calls. The icon will not be displayed for Holding calls!


2. 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 summery. 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 Technical Support queue has one holding call, zero live calls, and only one of three agents logged in.


 



2 - Queue sorting Options. Click to choose how to sort the list of queues:

  • A to Z - Sort the queues alphabetically.
  • Most holding calls - Sort the queues by the ones with the most unanswered calls.
  • Most agents available - Sort the queues by the ones that have the most agents that have not yet answered any calls.
  • Priority - Sort the list by the queues priority rankings. 




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

  • A to Z - Sort the agents alphabetically.
  • Waiting for calls First - Sort 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 - Sort 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 - Will also sort the agents alphabetically.



4 Agent Queue and Availibility Status

This is a very handy area allowing you to log agents in and out of queues. It shows next to each agent’s name color coded circles with matching colors to the queues he is assigned to. If the circle 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. 



Above the circles for the queue we see the agent's availbility status:


  • Unavailable -  This status shows that the agent is logged out of all the queues he belongs to.


  • On Call - The agent is handling a live call. See Emma Cummings in the example above.


  • Waiting for Call - The agent is logged in and is availble to take calls.
  • On Another Call - The agent is handling more than one call. See Christopher Cherry in the example above.


  • Ringing - The agent's phone is ringing. He is yet to answer.


  • Do not disturb - 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.


Logging Agents in and out


  • Click on a full circle 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 circle 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 - This will put the calls in chronological order.

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





Call Actions

 

Call Actions work in an identical manner to to they works in Calls View. Click on any call to perform Call Actions - Hang Up the call, Redirect it, or Join Call 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. For example using two filters, you can display only Active Calls in the Sales and Customer Service queues. We discuss Queue and Calls filters in the two other view sections, so let's focus on Agent filters:


Filter Agents - Check-mark here the Agents that you want 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 will help you deal with large call volume by logged in agents who are logged out from all queues. 


3. 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 represenst a queue. Inside each queue-box you will find the calls associated with it. 




Here is some of the information available in this view: 


1 - Information panel for all queues. It 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 - The Sales Department queue - 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). 

 

- 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 

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 in an identical manner to how they works in Calls View. Click on any call in any queue to perform Call Actions - Hang Up the call, Redirect it, or Join Call to listen to it. The grey Call Action icons 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 on the Queue icon on its top right corner, hold the mouse button, and and then start dragging it around. The queue will become translucent.  



If you start dragging immediatly, your browser may think you are trying to make a copy of the icon. Therefore click, wait a second, and then start dragging.


Now move the queue over another queue, one that you want to switch places with. The queue you will be switching places with will get 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 direct calls to queues with no activity, or find queues that don't receive calls because their agents are logged out. 



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