Dialer Real Time Report
The Dialer Real-Time Report allows you to view the data of agents in real-time, number of active calls, agents on call and other information. Data for logged-in agents is also shown with status of agent, number of outbound and inbound calls done by the agent, their available time, total break time and total in call time.
Click on Reporting > Dialer Real-Time Report tab on the side-navigation to view it.
Set Listen/Whisper/Barge Destination
This button will help you to set the destination of Listen/Whisper/Barge.
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Click Set Listen/Whisper/Barge Destination button on the bottom-right corner of the page.
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Select the destination.
More
Click More button on the bottom-right corner of the page to view more real-time fields.
You can now check the agent's On-hold status under the Status column.
| Field | Description |
|---|---|
| Active calls | Total number of active calls. |
| Calls Today | Total number of calls on a particular day. |
| Outgoing Answered Calls | Total number of outgoing calls answered. |
| Outgoing Dropped Calls | Total number of outgoing calls dropped. |
| Incoming Answered | Total number of incoming calls that were answered. |
| Incoming Missed | Total number of incoming calls that were missed. |
| Calls Ringing | The total number of calls in ringing state. |
| Calls Waiting In Queue | Total number of calls which are waiting in queue (incoming). |
| Incoming Queue Missed | Total number of missed incoming calls through the queue. |
| Incoming Agent Missed | Total number of incoming calls missed by agent. |
| Dialable Leads | The number of leads that are left to dial. |
| Dialed Leads | Total number of dialed leads |
| Logged In Agents | Total number of agents who have logged in. |
| Paused Agents | Total number of agents who are in a break. |
| Agents On Call | Total number of agents who are on call. |
| Agents Not On Call | Total number of agents who are not on call. |
| Agents Ready | The number of agents who are available and free to take a call. |
| Agents In Disposition | Total number of agents who are marking down the output of the call. |
| Drop Percentage | Number of calls picked by the customer but missed by the agent. |
| Agent name | Name of the agent. |
| Status | Activity done by the agent, for example, On Hold, On Call, Ready. |
| Status Duration | Total time spent on doing the activity. |
| Campaign | Name of the campaign. |
| Answered Calls | Total number of outgoing and incoming calls answered by agent. |
| Missed Calls | Total number of outgoing and incoming calls missed by agent. |
| Total In-Call Time | Total time the agent was on call. |
| Total Break Duration | Total time the agent was on break. |
| Total Available Duration | Total time the agent was available. |
| Action | Action you want to take for the particular call: Listen: Silently monitor an ongoing call. Whisper: Talk to the agent without the client knowing about it. Barge: Initiate a three-party conference call. Hang-up: Hang-up the call instantly. Forced Logout: |
Updated 2 months ago