V3 Dashboard
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: https://xcally.atlassian.net/wiki/spaces/ADWI/pages/1853652993
Consider that on new installations (from Version 3.29.0) the variable is by default XC_BOOKED_PAUSE_MONITORING=true
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
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)