Usage
The ACD dashboard is a tool for call center administrators with a focus on call queues and incoming calls (for managing both incoming and outgoing calls you should use the Active Calls Switchboard instead.)
It allows the administrator to assign calls to agents, participate in calls, and log agents in and out of queues.
Access the ACD Dashboard from Admin Center Menu>Live Dashboards>ACD Dashboard.
Queues
This queues column lists the queues of the call center with the number of agents and the number of holding and live calls in each.
You can edit a queue's settings and the agents assigned to it by clicking the name of the queue. To add or remove queues use the Call Queues options under the Admin Center's Voice Features.
The number of agents in the queue is shown next to the queue's name. The number of agents on the right is the total number of agents assigned to the queue while the one on the left indicates the number of agents available for calls. You can toggle agents' availability from the Queue Agents options when opening a queue's settings.
Note that if an agent is assigned to a queue but is offline (has signed out of his account) or has DND enabled he is still counted as being available.
You can search (
) for a queue by name or use the filter button ( 
) to show only specific queues.
Sort (
) queues alphabetically (A to Z), by the number of holding calls (Most Holding), by Most Available Agents, and by the queue Priority.
Queue priority as well as agent priority can determine how calls are distributed based on call distribution strategy. See more details here.
Agents
Agents are system users who are assigned to call queues. The Agents column lists all the available agents on the system, their extension, their status, and the queues they belong to.
Phone system users who are not assigned to any queue will not show here, but you may still transfer calls to them (see call actions.)
You can search (
) for an agent by name or use the filter button ( 
) to show only specific users.
Sort (
) agents alphabetically (A to Z), by Agent Status, by Most Available Agents, or by Queue. The latter will arrange the agents by the number of queues they belong to in descending order. Agents who belong to the same number of queues are further sorted alphabetically.
You can click an agent's name to edit settings relating to his account. To add or remove agents you need to go to the Admin Center Users screen.
Agent Status
Logged Out: The agent is logged out of all the queues he belongs to. He will not get any calls distributed by the system to queues, but you can still route calls to him directly.
Offline: The agent is signed out of his account or is without internet access.
Note that the agent must be signed out of every TeleConsole app or telephone where he is using his account or another status will apply.
On Call: The agent is on a call (live or ringing) that was routed to him by the system from one of the queues.
On Another Call: The agent is on a call (live or ringing) that he either placed or received directly on his line (for example an internal call from another user or an external call received on his line with his direct inbound number.)
Do Not Disturb: The agent has activated the Do Not Disturb feature on his TeleConsole app or physical phone. Calls routed to him will be directed to voicemail.
Logging Agents In and Out of Queues
The colored discs under an agent's status match queue colors, showing the queues the agent is assigned to. Hover your mouse over a disc to see its name.
Click a full disc and confirm the prompt to log an agent out of the queue associated with the disc. Click an empty disc to log an agent back into the queue.
Holding Calls and Answered Calls
Held and answered calls in the ACD Dashboard are calls that were routed to call queues (usually from an IVR selection by the caller). Calls dialed directly to agents on their lines or direct numbers will not be shown here but can be managed in the Active Calls Switchboard.
The name and number of the caller are shown on the left side of the call box. The call duration and the (intended) recipient are shown on the right. Call durations are counted separately for held and answered calls.
A recipient can be an agent or a queue. The name of the recipient is shown with the color of the queue. For example, a call answered by Beverly Mercado in the blue Customer Service queue...
Compared to a call answered by Bervely Mercado in the orange Technical Support queue.
Calls and Agents Stats
Stats are given for the entire call center. The Available Agents and Unavailable (agents) values change when agents sign in and sign out of their phones or TeleConsole accounts.
Values for calls are updated continuously. When there aren't any calls these values will all be zeroed out.
Average wait time is the sum of holding time for all holding calls divided by the number of holding calls (it is rounded up in the example shown here).
Automatic Call Distribution
Holding calls are dynamically managed by Automatic Call Distribution as the system keeps ringing agents who belong to the queue the call was directed to. The system will cycle a call between agents based on a queue's distribution strategy and may move the call to another queue based on exit rules.
Call Actions
Click a call box to display and use the following call actions:
- Join Call (
): This allows you to listen or talk to the call parties.
You can join from your default account line or enter a different number, leaving your own line free to receive calls. You will receive the "joined call" on the TeleConsole app or your physical phone. So make sure you are signed in to either with the relevant account.- Join call (muted yourself): You can hear both call parties but they cannot hear you. This is useful if you don't want them to know you are listening on the call or don't want the caller to hear background conversations in the call center.
- Join call, talk to both parties: This is like a conference call where you can talk and listen to the other parties and vice versa.
- Join call, talk to calling party only: You can hear both call parties but only the caller can hear you.
- Join call (muted yourself): You can hear both call parties but they cannot hear you. This is useful if you don't want them to know you are listening on the call or don't want the caller to hear background conversations in the call center.
- Transfer Call (
): You can transfer calls to all users on the phone system, but if you transfer a call to regular users (who don't belong to any queue) the call will disappear from the ACD Dashboard and you will have to go to the Active Calls Switchboard to see it.
Transferring calls can also be done by dragging and dropping a call over the box of a queue or an agent.
If an agent doesn't pick up a transferred calls the system will ring the other agents in the queue according to the call distribution strategy.
- Hang up Call: (
): Self-explanatory. You will be asked to confirm this action to avoid accidentally hanging up calls. hanging up calls.
