Dialer Real Time

Set Listen/Whisper/Barge Destination

This button will help you to set the destination of Listen/Whisper/Barge.

Click Set Listen/Whisper/Barge Destination button on the bottom-right corner of the page.
Select the destination.

Click More button on the bottom-right corner of the page to view more real-time fields.

Metrics

Field	Description
Active calls	Displays the total number of active calls.
Calls Today	Shows the total number of calls made or received on a particular day.
Outgoing Answered Calls	Represents the total number of outgoing calls that were answered.
Outgoing Missed	Includes all dial methods where the customer didn’t answer.
Outgoing Dropped Calls	Displays the total number of outgoing calls that were dropped.
Incoming Answered	Shows the total number of incoming calls that were answered.
Incoming Missed	Indicates the total number of incoming calls that were missed.
Calls Ringing	Represents the total number of calls currently in the ringing state.
Calls Ringing (Ratio)	Represents the total number of calls currently in the ringing state. (For Ratio method)
Calls Waiting In Queue	Displays the total number of incoming calls waiting in the queue.
Incoming Queue Missed	Indicates the total number of missed incoming calls through the queue.
Incoming Agent Missed	Shows the total number of incoming calls missed by agents.
Dialable Leads	Displays the number of leads remaining to be dialed.
Dialed Leads	Represents the total number of leads that have been dialed.
Logged In Agents	Shows the total number of agents currently logged in.
Paused Agents	Displays the total number of agents currently on a break.
Agents On Call	Represents the total number of agents currently on a call.
Agents Not On Call	Displays the total number of agents who are not on a call.
Agents Ready	Shows the total number of agents available and ready to take calls.
Agents In Disposition	Represents the total number of agents marking down the output of the call.
Drop Percentage	Indicates the percentage of calls picked by customers but missed by agents.

Agent-Level Details

Field	Description
Agent name	Displays the name of the agent.
Status	Indicates the current activity of the agent (e.g., On Hold, On Call, Ready, Ringing, Connecting to Agent).
Status Duration	Shows the total time spent by the agent in the current status.
Campaign	Displays the name of the campaign the agent is assigned to.
Answered Calls	Represents the total number of outgoing and incoming calls answered by the agent.
Missed Calls	Shows the total number of outgoing and incoming calls missed by the agent.
Total In-Call Time	Displays the total time the agent was actively on a call.
Total Break Duration	Indicates the total time the agent spent on a break.
Total Available Duration	Displays the total time the agent was available to take calls.

Color Significance

Click the + icon on the bottom-right corner of the page to view the significance of each color in the report.