The Dialer Real-Time Report allows you to view the data of agents in real-time, number of active calls, agents on call, and other information. It also shows data for logged-in agents, agent status, number of outbound and inbound calls, agent available time, total break time, and total in-call time.
Click on Reporting then the Dialer Real-Time Report tab on the side navigation to view it.
Set Listen/Whisper/Barge Destination
This button will help you to set the destination of Listen/Whisper/Barge.
Click the Set Listen/Whisper/Barge Destination button on the bottom-right corner of the page.
Select the destination.
Click the More button on the bottom-right corner of the page to view more real-time fields.
You can now check the agent's current status (On-hold, On Call, Ready) under the Status column.
|The total number of active calls.
|The total number of calls on a particular day.
|Outgoing Answered Calls
|Total number of outgoing calls answered.
|Outgoing Dropped Calls
|Total number of outgoing calls dropped.
|Total number of incoming calls that were answered.
|The total number of incoming calls that were missed.
|The total number of calls in the ringing state.
|Calls Waiting In Queue
|The total number of calls that are waiting in queue (incoming).
|Incoming Queue Missed
|Total number of missed incoming calls through the queue.
|Incoming Agent Missed
|The total number of incoming calls missed by the agent.
|The number of leads that are left to dial.
|Total number of dialed leads
|Logged In Agents
|The total number of agents who have logged in.
|The total number of agents who are on a break.
|Agents On Call
|The total number of agents who are on call.
|Agents Not On Call
|The total number of agents who are not on call.
|Agents In Disposition
|The total number of agents who are marking down the output of the call.
|The number of calls picked by the customer but missed by the agent.
|Name of the agent.
|Activity done by the agent, for example, On Hold, On Call, Ready.
|Total time spent on doing the activity.
|Name of the campaign.
|The total number of outgoing and incoming calls answered by the agent.
|Total number of outgoing and incoming calls missed by the agent.
|Total In-Call Time
|Total time the agent was on call.
|Total Break Duration
|Total time the agent was on break.
|Total Available Duration
|Total time the agent was available.
|The action you want to take for the particular call:
Listen: Silently monitor an ongoing call.
Whisper: Talk to the agent without the client knowing about it.
Barge: Initiate a three-party conference call.
Hang-up: Hang-up the call instantly.
Forced Logout: Log out instantly.
Updated 3 months ago