Predictive Realtime Stats

This page allows you to track the operation of your group (for group managers) or the whole call center (for call center managers) real-time.

To open the Predictive Realtime Stats page, click Realtime or Realtime Dashboard on the Dialer home page.

1. Real-Time Settings

At the top of the page, you can see the time when the page was last synchronized and several buttons that relate to real-time settings:

• Alerts - view and dismiss alerts.
• Clear filter- click to discard filters and show all desks working now.
• Tag - select a tag that will display calls by all agents with this tag in the agents' list.
• Template - select your own customized template for the real-time dashboard or use the default template.

2. Group Statistics

Below the settings, you can see the list of active groups and statistics for each group. 

If at least one agent works in the PPQ mode, a virtual PPQ group will appear at the top of the list.

IMPORTANT

All managers who have access to the Realtime page to review statistics and calls of specific skill groups need to add themselves to those skill groups.

The list includes the following:

To view more information on a group:

• For the PPQ group, click Show Users in the Actions column. You will see details on the ratio, available leads, average idle time, and drop rate for all agents who currently work in the PPQ mode. 
  You can update the call ratio:
  • for individual agents by clicking the number in the Ratio column or
  • for all agents who have the default ratio set in Tenant by clicking the number next to Group Ratio Change at the bottom. Use the checkbox to update it for agents with a unique ratio set in user settings.

Then click Submit Changes.

• For other groups, click Show Details in the Actions column. You will see details on ratio, leads, calls, users, and drop rate.
  To modify and test group filters, click Simulator. On the page that opens, you can fetch leads and modify filters as described in the Group Simulator article.
  

3. Agent Statistics

Below the group list, there is the agent list displaying real-time details for all agents you are allowed to view according to your permissions, or a selected group of agents. On the left to Agent List, there is a box that indicates the view:

  reduced view

default extended view

To view information on a group of agents, click the required group in the group list above.

NOTE

You can customize the table:
- Set the scope of custom data displayed for the Call Details/Clocked outreason column
- Assign colors to lines and sort them by event or state

Learn more in the Realtime Dashboard Templates article.‍ 

The basic columns in the agent statistics table are:

Actions

Enable Whisper - click to connect to the agent’s call, listen to it, and interact with the agent or the lead after pressing the relevant number mentioned in the whisper help:

Pause Agent - click to pause the agent’s work after he completes the current call. The agent will receive a message informing him of the pause reason and will not be able to continue calling leads until the manager clicks Unpause and releases the agent.

Clockout Agent - click to clock out the agent after he completes the current call.

You can also see the pause and clock-out options available in the group statistics table. These two options work the same, however, they are applied to all users in the group.

4. List of Internal Calls

At the bottom of the page, you can see a list of transferred or conference calls. Managers can interact with such calls using the Whisper function similarly to agent calls.