Dashboards
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Overview
XCALLY Motion provides Administrators/Supervisors with real-time Dashboards that play a key role in managing a Contact Center, showing the most used metrics and providing an overview of your Contact Center activities.
The General Dashboards shows each channel activity in real-time and the statistics of the current day.
From version 3.46.1 we have introduced a new Dashboard for AI Conversations.
We understand that every contact center is unique, which is why we offer the flexibility to create custom dashboards tailored to monitor the metrics most important to your business and enhance performance.
Here you find a guide on how to create a new custom dashboard.
General Dashboards
In General you can view all your configured Channels activities and counters under the specific sections:
The General Dashboard is automatically reset at 12:00 AM (midnight)
Voice Dashboards
The following statistics show all the voice queue activities in your Motion system for the current day.
Inbound Calls:
Waiting Queue Calls: total number of waiting queue calls (by clicking on the icon at the top right, you will be redirected to Realtime → Queue calls section)
Active Queue Calls: total number of talking queue calls (by clicking on the icon at the top right, you will be redirected to Realtime → Queue calls section)
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 the General Dashboard it’s possible to see in realtime, for the Voice channel, the number of:
logged in: the number of all agents currently online
from version 3.45.0
If you select Agents Logged in (by clicking on the icon or on the written), you will be redirect to Voice/Realtime/Agents tab.
agents in pause: the number of agents currently online and in pause status
agents with booked pause: the number of agents with a booked pause (so that at the end of the current interaction will be on pause status)
from version 3.40.0
If you click on Agents in Pause or Agents with booked pause (by clicking on the icon or on the written), you will be redirect to Voice/Realtime/Agents tab, with filter applied on pause/booked pause agents.
agents idle: the number of agents currently idle (so logged in, but not working on any channel)
from version 3.46.0
If you click on Agents Idle (by selecting the icon or the written), you will be redirect to Voice/Realtime/ Agents tab, with filter applied on idle agents.
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
(This metric is not available on the Custom Dashboard tab, but only on the General Dashboard)
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 dialled 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
Realtime agents data:
(This metric is not available on the Custom Dashboard tab, but only on the General Dashboard)
On the General Dashboard it’s possible to see in realtime, for the Motion Bull, the number of:
logged: the number of all agents currently online
from version 3.45.0
If you select Agents Logged in (by clicking on the icon or on the written), you will be redirect to Voice/Realtime/Agents tab.
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)
from version 3.40.0
If you click on Agents in Pause or Agents with booked pause (by clicking on the icon or on the written), you will be redirect to Voice/Realtime/Agents tab, with filter applied on pause/booked pause agents.
agents idle: the number of agents currently idle (so logged in, but not working on any channel)
from version 3.46.0
If you click on Agents Idle (by selecting the icon or the written), you will be redirect to Voice/Realtime/ Agents tab, with filter applied on idle agents.
The Channels Dashboards
Important
Please note that:
interactions may consist of multiple messages; the channel dashboards represent the entire interaction, not individual message instances
the count of interactions handled exclusively by bots, without any human agent involvement, are not included in the managed widget. They are available in the AI Conversations Dashboard.
Chat Dashboard
The Statistics displayed in the Dashboard for the Chat Channel are related to the Interactions for the Current Day:
Waiting Interactions: number of interactions currently waiting to be accepted
Opened Interactions: number of accepted interactions, which are currently open
Managed Interactions: total number of interactions which have been managed by agents and completed (closed)
Abandoned Interactions: total number of interactions abandoned by the customer before being connected with an agent
Total Offered Interactions: sum of Opened, Managed, Abandoned and Unmanaged interactions
Interactions Average Hold Time: average time the interactions waited for an agent to answer
Interactions Average Management Time: average time the agents spent managing the interactions
Interactions Abandon Rate: percentage of interactions abandoned before an agent accepted them
Unmanaged Interactions: number of interactions which have been closed without managing them
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: number of interactions currently waiting to be accepted
Opened Interactions: number of the accepted interactions, which are currently open
Managed Interactions: number of interactions which have been managed by agents and completed (closed)
Unmanaged Interactions: number of the interactions which have been closed without managing them
Total Offered Interactions: sum of Opened, Unmanaged and Managed interactions
Interactions Average Hold Time: average time the interactions waited for an agent to manage it
Interactions Managed Rate: percentage of the interactions that agents have already managed, considering all closed interactions
Interactions Unmanaged Rate: percentage of unmanaged interactions, considering all closed interactions
Realtime agents data
(This metric is not available on the Custom Dashboard tab, but only on the General Dashboard)
On the General Dashboard it’s possible to see in realtime, for the different channels, the number of:
logged: the number of all agents currently online
from version 3.45.0
If you select Agents Logged in (by clicking on the icon or on the written), you will be redirect to Channel/Realtime/Agents tab.
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 voice interaction will be on pause status).
The Booked Pause function applies only to voice interactions and is used as a scheduled pause. If an agent handles only digital interactions (e.g., email, WhatsApp, chat) and clicks the pause button, the system immediately places them in pause status without scheduling.
from version 3.40.0
If you click on Agents in Pause or Agents with booked pause (by clicking on the icon or on the written), you will be redirect to Channel/Realtime/Agents tab, with filter applied on pause/booked pause agents.
agents idle: the number of agents currently idle (so logged in, but not working on any channel)
from version 3.46.0
If you click on Agents Idle (by selecting the icon or the written), you will be redirect to Channel/Realtime/ Agents tab, with filter applied on idle agents.