The Service Overview button gives you a high-level real-time look at you entire service stats.




The dashboard is split into 4 main sections:


  1. The "Live Callers" panel
  2. The "Live Calls" panel
  3. The "Weekly Callers and Calls" panel
  4. The "Today's Results" panel


The “Live Callers” panel 



1. Logged in (Orange) vs. Active (Blue) - The orange colored graph segment shows how many total Callers were logged in to your service. The blue colored graph segment shows how many callers were active.  Tip: Improve this number by training your teams on the importance of staying ready for calls.


2. Active - Number of current callers who are ready, on a call, or in wrap-up time.


3. % Active - Percentage of callers who are active as compared to all currently logged in callers.


4. Caller Status Details -  Full details  for each connected caller: current  status (ready, on a call, in wrap-up, or not ready), user email, user phone number, and assigned login name. Note the scrollbar on the right for viewing all callers during high volume. See the Caller Details dashboard for deeper caller information including a live feed of caller action.


5. Active Caller % (ready, on call, or wrap-up) - The blue line shows the percentage of callers active over the last hour.


6. Logged in - Total number of callers currently logged in to your service.


7. On a call - Total number of callers logged in to your service who are currently talking to a person. 


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The “Live Calls” Panel




1. Outbound vs. On Call - The blue colored graph segment shows how many calls were being dialed by the system at any time over the last hour.  The purple line shows how many people were on a live call at any time in the last hour. Tip: More active callers allow more outbound calls - lowering your wait times while not dropping calls.


2. Outbound dials in progress - Total number of outbound live calls being placed by the dialer.


3. Average wait (Last 5m) - The average of all wait times between connected calls experienced during the last 5 minutes.


4. Landline throttle - The current setting for how many landline calls are being dialed per Caller in ready status.


5. Cell throttle - The current setting for how many cell phone calls are being dialed per Caller in ready status.


6. Average wait (Last hour) - The average of all wait times between connected calls during the last hour.


7. Average wait time vs. Drops - The blue graph segment shows the change in average wait time during the last hour.  The pink marks indicate dropped calls.


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The “Weekly Callers and Calls” Panel




1. Callers (This week vs. last week) - A graph representing the number of total Callers callers logged in for each day this week (dark grey) compared to the week before (light grey). 


2. Calls (This week vs. last week) - A graph representing the number of total attempts for each day this week (dark grey) compared to the week before (light grey).  


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The “Today’s Results” Panel 



1. Total calls for the day (over last 24 hours) vs Last Week - Graph of total calls attempted in the previous 24 hours as compared to that same window the previous week. The blue graph segment represents the current day, and the broken purple line represents last week.


2. Total attempts today - Total number of calls attempted today


3. IDs today - Total number of phone numbers that were ID'd today.


4. Lands playing - Total number of landlines left to call. See the "Calling List Details" dashboard for deeper stats.


5. Lands % complete - Percentage of landline numbers loaded that were attempted today.


6. Cells playing - Total number of cell numbers left to call. See the "Calling List Details" dashboard for deeper stats.


7. Cells % complete - Percentage of cell phone numbers loaded that were attempted today.


8. % Contacts (of dialed) - Percentage of people contacted as compared to dialed numbers. 


9. ID % (of dialed) - Percentage of people ID’d for the day as compared to dialed numbers.


10. Summary of last 5 minutes - Left to right, includes total attempts, actual dials, contacts, contact percentage, IDs, and ID percentage in the last 5 minutes.


11. Summary last 30 minutes - Left to right, includes total attempts, actual dials, contacts, contact percentage, IDs, and ID percentage in the last 30 minutes.


12. Summary last hour - Left to right, includes total attempts, actual dials, contacts, contact percentage, IDs, and ID percentage in the last hour.


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