5.2 Overview
The overview in the supervisor dashboard shows the current status of service quality.
The key figures and diagrams show the values for the current working day. At midnight, all values are set to zero.
Title bar
The following elements are displayed in the title bar:
Name | Description |
|---|---|
Your user picture | |
Click on the icon to select the basic settings. You can select a preferred language and the dark theme. Below you can see the version number of the supervisor board | |
Click on the icon to open the Notification Center, see 5.3 Notification Center |
Key figures overview
The following data is displayed in the key figures overview:
Name | Description |
|---|---|
Missed Calls | Number of calls that have ended but have not been answered by an agent. This value is displayed as a light blue bar in the Average Waiting Time and Missed Calls diagram. |
Answered Calls | Number of calls currently being handled by the agents. |
Waiting Calls | Number of calls that haven’t been hanged up yet, but have not been answered by an agent. |
Service Level | The percentage of answered calls. A low value may indicate inadequate service quality. |
Ø Waiting Time | Average waiting time per call. Shows the average time a caller spends in the queue before being connected to an agent. This value is displayed as a blue bar in the Average Waiting Time and Missed Calls diagram. |
Ø Call Duration | Average call duration. Shows the average call processing time. |
Queue list
This list helps you to quickly assess the utilization of the queues.
All the queues assigned to you are displayed in the queue list.
You can select separate queues. The overview only shows the data of the selected queues.
You can use the search field to filter queues by name.Select the desired queue with one click.Press and hold the Shift key to select an area in the queue list.You can select several separate queues in the list by holding down the Ctrl key.Status of the queue
The status of the queue changes depending on the threshold values of the key figures set by the administrator.
The colors of the queues indicate their status:
Status | Description |
|---|---|
 | This queue is in the regular operating state. The key figures do not exceed the predefined limits. |
 | This queue is in the risk area. The key figures are about to exceed the predefined limits. |
 | This queue is in a critical state. Your reaction is required. |
 | This queue is not active. No logged in agents are assigned to this queue. |
To bring queues back to normal, you can:
Assign agents to the queue, see 5.5.3 Distribute agents to queuesAdjust the queue settings, see 5.4 Queue settingsCustomize call delivery for agents, see 5.5.2 Set call deliveriesAgent list
This list helps you to estimate the utilization and performance of the agents.
By default, all agents assigned to the currently selected queues are displayed: In this case, the agent list is titled Assigned agents.
You can display all agents, including those that are not assigned to any queue.
To do this, hold down the Ctrl key and click on the selected queue in the queue list until no entry is selected in this list. The title of the agent list then changes to All agents.
To do this, hold down the Ctrl key and click on the selected queue in the queue list until no entry is selected in this list. The title of the agent list then changes to All agents.
A bar chart appears above the list. It shows the current telephony status of the agents. The green and red bars l illustrate the ratio between available and busy agents.
You can select a specific agent with one click. The overview is adjusted accordingly and only shows the data in the context of the selected agent.
You can use the search field to filter out agents with specific names.In the More menu item, you can select specific queues (analogue to the same function of the queue list).Diagram area
The diagram shows the average waiting time, missed calls and service level over time.
It illustrates the quality of service over the course of the day for the selected queues, agent lists or individual agents.