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What is a Dashboard?

   XCALLY Motion provides Administrators/Supervisors real-time Dashboards that play a key role in managing a Contact Center.

These real-time panels show the most used call center metrics and provides you an overview of your Contact Center activities. 

Clicking the  button, each panel can flip and show a description of the data displayed.

The Dashboard shows each channel activity in real time and the statistics are of the current day. 

The General Dashboard is automatically reset at 12:00 AM (midnight)


General Dashboards

In General you can view all your configured Channels activities under the specific sections:

Voice Dashboards

The following statistics show all the voice queues activities in your Motion system for the current day.

Inbound Calls:

  • Waiting Queue Calls: total number of waiting queue calls

  • Active Queue Calls: total number of active queue calls

  • Answered Queue Calls: total number of completed queue calls

  • Abandoned Queue Calls: total number of queue calls abandoned by callers

  • Total Queue Calls: sum of completed, abandoned and unmanaged queue calls (IVR calls that did not enter a queue are not considered)

  • Queue Calls Average Hold Time: average time the calls spent waiting for an agent to answer

  • Queue Calls Talk Time: average time calls spent in conversations

  • Queue Calls Answer Rate: percentage of calls answered out of the total offered

  • Queue Calls Abandon Rate: percentage of calls abandoned before an agent answered

  • Unmanaged Queue calls: total number of unmanaged queue calls (because of timeout, joinempty, leavewhenempty and exitwithkey).

Calls Results

In this section, you will find the final result of the calls (i.e. if the same call passes through multiple queues, only the final status of the call will be displayed in the dashboard)

Basically the calls can have 3 results:

1. Answered: the call is answered by an agent

2. Abandoned: the caller hangs up while he is waiting for a free agent

3. Unmanaged: the call is defined unmanaged when it doesn't enter to the queue or when it exits from a queue according to the queue settings (e.g. timeout, leave empty, join empy, exitwithkey, etc..)


Realtime agents data:

On General Dashboard it’s possible to see in Realtime, for Voice channel, the number of:

  • logged: the number of all agents currently online

  • paused: the number of agents currently online and in pause status

  • booked pauses: the number of agents with a booked pause (so that at the end of the current interaction will be on pause status)

(This metrics is not available on Custom Dashboard tab, but only on General Dashboard)

To enable/disable the “Realtime agent data“ widgets you must edit the variable XC_BOOKED_PAUSE_MONITORING as indicated in this documentation: /wiki/spaces/ADWI/pages/1853652993

Outbound Calls:

  • Total Outbound Calls: total number of Outbound Calls dialed by agents

  • Outbound Answered Calls: total number of completed outbound calls

  • Outbound Calls Total Duration: sum of the total duration of all outbound calls

  • Outbound Calls Average Duration: average duration of all the completed outbound calls

  • Outbound Calls Answer Rate: percentage of answered outbound calls


Motion Bull Dashboard

The following statistics are considering all the Queue Campaigns Stats for the current day:

  • Waiting Queue Calls: total number of waiting queue calls

  • Active Queue Calls: total number of active queue calls

  • Answered Queue Calls: total number of completed queue calls

  • Abandoned Queue Calls: total number of queue calls abandoned by caller

  • Dropped Queue Calls: total number of queue calls dropped

  • Queue Calls Originated: total number of calls dialed in the queue campaigns

  • Queue Calls Talk Time: average time calls spent in conversations

  • Queue Calls Answer Rate: percentage of calls answered out of the total offered

  • Queue Calls Abandon Rate: percentage of calls abandoned before an agent answers

  • Queue Calls Drop Rate: percentage of queue calls dropped

and the Total IVR Campaign Stats:

  • Campaign Calls Originated/Limit: total number of calls dialed in the IVR campaigns


The Channels Dashboards

Remember that any interaction can be composed by several messages: the channel dashboards refer to the whole interaction and not to the single communication instances.


Chat Dashboard

The Statistics displayed in the Dashboard for the Chat Channel are related to the Interactions for the Current Day:

  • Waiting Interactions: total number of the interactions currently waiting to be accepted

  • Opened Interactions: total number of accepted interactions, which are currently open

  • Managed Interactions: total number of interactions which have been completed (closed)

  • Abandoned Interactions: total number of the interactions abandoned by the customer

  • Total Offered Interactions: this number is the sum of Opened, Managed, Abandoned and Unmanaged interactions 

  • Interactions Average Hold Time: the average time the interactions waited for an agent to answer

  • Interactions Average Management Time: the average time the agent spent dealing with interactions

  • Interactions Abandon Rate: percentage of interactions abandoned before an agent took them

  • Unmanaged Interactions: total number of the interactions of the day which have been closed without managing them 

Realtime agents data:

On General Dashboard it’s possible to see in Realtime, for Chat channel, the number of:

·        logged: the number of all agents currently online

·        break: the number of agents currently online and in pause

(This metrics is not available on Custom Dashboard tab, but only on General Dashboard)


Email/SMS/Open Channel/Fax/Whatsapp Dashboards

The Statistics displayed in the specific Dashboard for the Email/SMS/Open Channel/Fax/Whatsapp Channel are related to the Interactions for the Current Day:

  • Waiting Interactions: total number of the interactions currently waiting to be accepted

  • Opened Interactions: total number of the accepted interactions of the day, which are currently open 

  • Managed Interactions: total number of interactions which have been managed in the current day (closed)

  • Unmanaged Interactions: total number of the interactions of the day which have been closed without managing them 

  • Total Offered Interactions: this number is the sum of Opened, Unmanaged and Managed interactions for the current day

  • Interactions Average Hold Time: the average time the interactions of the day waited for an agent to open it

  • Interactions Managed Rate: percentage of the interactions of the day which have been already managed by the agents

  • Interactions Unmanaged Rate: percentage of the current day unmanaged interactions (in comparison to the total number of them)

Realtime agents data:

On General Dashboard it’s possible to see in Realtime, for each channel, the number of:

·        logged: the number of all agents currently online

·        break: the number of agents currently online and in pause

(This metrics is not available on Custom Dashboard tab, but only on General Dashboard)

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