The 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.
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 the Getting Started and an overview of the ACD panel.
The Common Functions Tab has four buttons and only two view modes (compared to five buttons and three view modes of the desktop version).
Switches the view between two available modes. One giving access to calls, queues, or agents the other focusing on queues. (these are discussed in more details in the Activity Window section below).
Only the latest three alerts are displayed when tapped, but you can tap View all to open a larger window.
You can set alerts using the Alerts Manager.
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.
Tap this button to opens a panel where you can see a list of conversations and start a chat with your agents. Tap any conversation to resume chatting with the relevant agent.
To close the panel, tap the right arrow icon.
To search for a conversation with a specific agent, tap 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.
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.
You can apply more than one filter. For example, with the Queues and Agents by Status filters, you can display only those agents who are available to take calls in a specific queue. Tap Update to apply one or more filters. Tap Clear to remove all applied filters.
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 two view modes, selected by tapping the Toggle View icon, as discussed above. The Calls mode of the desktop version is not available, but the Agents View has a tab with similar functionality.
This is the default view with three different tabs for agents, calls, and queues. In the agents tab you can log agents in and out of queues.
Each queue has an indication of how many calls are holding and how many are live.
You also see the number of agents assigned to a queue and how many are actually actively available to take calls. For example the Accounting queue has two agents assigned to it but only one is logged in and available to take calls.
Tap the menu on the top-right corner to display queues sorting options:
- 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.
Tap the magnifying glass to search for queues by name. Non matching results will be hidden. To display all the queues again tap X.
There are two filters that are relevant to the Queue Tab.
Filter Queues - check the queues you want displayed. This allows you to focus on the more active queues or ones that need specific attention.
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.
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.
Tap the menu on the top-right corner to display agents sorting options
- 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 these groups.
Tap the magnifying glass to search for agents by name. Non matching results will be hidden. To display all the agents again tap X.
If you have a mouse or a touch pad connected to your mobile device and a support for pointing devices you can also hover over a disc to see a bubble with its name.
Tap 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. Tap an empty disc to log agent into the queue it represents
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.|
There are two filters that are relevant to the Agents Tab.
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 based on their availability status.
- 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 - 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 logging agents back to queues with holding calls.
- Offline - will show the agents who are completely offline (an agent can be logged on to a queue but logged out of the TeleConsole.)
- Do Not Disturb - the agents list will only show agents who have activated the Do Disturb option in their TeleConsole account.
Tap the menu on the top-right corner to display calls sorting options:
- Holding First - will sort the list so that calls on hold will be displayed at the top, while the answered calls will be displayed below.
- Sort in Order they were Received - displays the calls in chronological order.
- Sort by Queue - will group the calls according to queues, sorting the groups alphabetically.
There are two types of calls shown in this tab. Holding calls marked by a red phone number and icon - these are calls that have not been answered yet. Answered Calls - (also refered to as 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.
Looking closer at at each call 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 IVR.
- Below it, on the botton-right, 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, the status can be either the name of the queue 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 works the same in queue view (see below).
After a call has been answered by an agent, clicking it will show a 3rd call action.
Hang Up - 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 tap the button, it will open a window with two tabs where you can redirect the call to either queues or agents. Select an agent or a queue in the appropriate tab and tap Redirect Call.
- The agents redirect 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 redirect tab - Notice you can see how many calls are Holding and how many are Live calls.
Join Call - allows you to participate in live 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's account currently logged in. Otherwise 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 between 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.
One filter applies to this tab - Filter Calls By Status. It lets you display either only Holding Calls or only Active Calls.
In this view you can see holding and active calls for each queue separately. There are no tabs in this view, but It is useful when you need to focus on traffic of particular queues instead of seeing all the calls at once as they appear in the calls tab (see above).
The number of holding calls, live calls, and agents who are assigned to the queue are indicated. With this you can easily estimate the status of the queue and its overflow potential.
Tap the left or right arrow to switch to another queue.
Tap any call to access call actions for it. Call actions here work just the same as in agents view (see above).
There are two filters that are relevant in this view.
Filter Queues - only the queues that you check here will be available when you switch queues using the arrows. This saves you time by reducing the amount of queues you have to cycle through and allows you to focus on the more active queues or ones that need specific attention
Filter Calls By Status - within each queue, it lets you display either only Holding Calls or only Active Calls.