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Tetyana Kisyelova
Tetyana Kisyelova
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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.


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:

Column Name


ID The group ID
Name The group name


The number of calls the system makes per free agent (having the state “Waiting for a call”).

The system calculates the optimal value depending on the drop rate, based on the custom drop rate settings.

Users (online/total)

The current number of users in the group:

Online – connected in the Predictive Dialing mode

Total – both online and offline

Leads (available - loaded/direct/calling/in call)

The number of leads being processed by the group:

Available – leads ready to be processed at the moment

Loaded – leads the system has included in the calling queue due to the highest priority among all available leads 

Direct – specially flagged high-priority leads included in a dedicated queue

Calling – leads the system is dialing at the moment

In call – the number of current conversations


For the PPQ group, this column displays available leads only.

Drop Rate

The percentage of this group’s calls dropped by the system due to all agents being in a call

The Drop Rate formula considers the drop rate period and calculates only answered calls that have already hung up.

If you wish to get more information on the drop rate formula, submit a support request.

Avg. idle time

The average time that agents of the group spend waiting for new calls. The first number is the average time between calls, and the second number is the average time agents spend on the feedback page.

Skill Groups

The groups by skills that agents calling leads from this group belong to (for example, there can be skill groups by language or experience)


No skill groups are displayed for the PPQ group.


Contains buttons for performing various actions related to the specific group

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.
    3.pngTo 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:

 5.png reduced view

6.png default extended view

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



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:

Column Description
ID An agent’s ID

Displays the agent’s name and the buttons for performing actions related to this agent.

Agents working in the PPQ mode will have a special indicator next to the name:


State Duration Shows the duration of the current action (e.g., talking to the lead, submitting feedback, etc.)
State Shows the action the agent is currently performing

You can filter by specific states using the drop-down list in the top-right of the agent statistics table.

Groups The groups an agent belongs to
Call Details/Clocked out reason

If the agent is clocked in, it displays the information about the current call based on previously made settings, such as lead name, country, lead ID, etc.
To view additional information on the lead, click the eye button13.png. This will open the lead page where you can view lead details and recorded call history. To listen to any past conversation with the lead, in the Recorded Calls section, click Play Record in the Listen column.
If the agent is clocked out, the column shows the reason for clocking out.

Lead Last Status The action a lead performed last
Lead Time A lead’s GMT time zone, local date, and exact time
Avg. Idle Time Displays the average time the agent spends between calls. The first number is the average waiting time between calls, and the second number is the average time spent on filling the feedback page.


8.pngEnable 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:


9.pngPause 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.

10.pngClockout 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.

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