Caller Details dashboard shows second by second caller updates including a live feed of caller actions and a historical comparison.



There are three main sections to the Caller Details dashboard:


  1. Activity Comparisons (Now vs Yesterday vs Last Week)
  2. Current Caller Details
  3. Current Caller Activity 


Section 1: Activity Comparisons (Now vs Yesterday vs Last Week)


The Activity Comparison section provides valuable information about caller activity.  You can monitor the health of your program over time by comparing today's callers to the day before, and comparing today's callers to the activity from the same day of the week before.  Additionally this section of the dashboard can help you make decisions about the best days and times to make calls based on changes in wait times, as well as the ratio of outbound calls to connected calls.


This wealth of data is divided into three sub-sections:


  1. Active Caller % (ready, on call, or wrap-up)
  2. Logged On Details and Comparisons
  3. Connected Calls Over Time


Active Caller % (ready, on call, or wrap-up)



  1. Active Caller % (ready, on call, or wrap-up) - Percentage of logged in callers who are in an active state - ready for a call, on a call currently, or wrapping up a completed call
  2. Percentage of Callers - The vertical axis indicates percentage of callers in an active status versus not ready status
  3. Change over Time Last Hour - The horizontal axis indicates the current minute on the right, and an hour past on the left
  4. Blue Solid Field - Indicates the active caller percentage per minute for today
  5. Gray Dashed Line - Indicates the active caller percentage per minute from yesterday
  6. Details Line - Click on the graph to highlight the details from a specific minute; the details line indicates the minute selected - 11:16:00 in this example
  7. Details Indicator - The selected highlighted details display above the selected minute, alternating among today, yesterday and last week (if last week data available); 87.5% of callers were active at 11:16:00 in this example


(Back to Activity Comparisons)


Logged On Details and Comparisons


caller_history_2nd_3rd.png


  1. Logged in (Now vs Yesterday) - Comparison of total logged in callers right now versus same time yesterday, displayed as a change in percentage
  2. Logged in (Now vs Last Week) - Comparison of total logged in callers right now versus same time and same day last week, displayed as a change in percentage
  3. Logged in (Now vs Last Month) - Comparison of total logged in callers right now versus same time and same day four weeks ago, displayed as a change in percentage
  4. Count of logged in callers - The vertical axis indicates raw number of all logged in callers currently, regardless of their status (ready, not ready, in call, wrap-up)
  5. Change over Time Last Hour - The horizontal axis indicates the current minute on the right, and an hour past on the left
  6. Blue Solid Field - Indicates the raw number of all connected callers today
  7. Gray Dashed Line - Indicates the raw number of all connected callers yesterday
  8. Purple Dotted Line - Indicates the raw number of all connected callers for this day last week


(Back to Activity Comparisons)


Connected Calls Over Time



  1. Average Wait Time - Average of all wait times reported during a one minute interval; wait time duration reports when a new call connects for the waiting caller
  2. Measure of Wait Time in Seconds  - The vertical axis indicates the raw number of seconds for the reported wait times
  3. Change over Time Last Hour - The horizontal axis indicates the current minute on the right, and an hour past on the left
  4. Blue Bar Wait Indicator - Each minute a new blue bar displays indicating the average of wait times reported that distinct minute; view more information about wait times here
  5. Pink Bar Dropped Call Indicator - Pink bars appear during minutes where more calls were answered than could be connected to your callers; helps gauge the calling pace
  6. Outbound vs On Call - A comparison of total calls dialing during one minute intervals versus how many calls connected with an available calling agent during that minute
  7. Measure of Total Outbound Calls  - The vertical axis indicates the raw number of outbound calls dialed 
  8. Change over Time Last Hour - The horizontal axis indicates the current minute on the right, and an hour past on the left
  9. Blue Bar Calls Indicator  - Each minute a new blue bar displays the total number of outbound calls dialed during that minute - includes both land lines and cell phones
  10. Purple Line Connections Indicator - The purple line reports how calls connected with an available calling agent on a minute by minute basis


(Back to Activity Comparisons)


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Section 2: Current Caller Details



  1. Logged In - The large font number (4 lgin in this example) indicates current total of calling agents logged in, regardless of their status
  2. Session Length Avg (4h) - The large number (21.53 mins in this example) indicates the amount of time calling agents remained logged in, averaged for all agents across a rolling four hour window
  3. Status - Individual indicator for each logged in agent whether that person is not ready, in call, ready, or in wrap-up
  4. Email - Individual email addresses are listed for each calling agent based on the email address those agents provided when claiming their login credentials for the day
  5. Phone - Individual phone numbers are listed for each calling agent based on the phone number those agents provided when claiming their login credentials for the day
  6. Livevox Login - The unique user names claimed by the active calling agents when they provided their email address and phone number to be assigned login credentials for the day


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Section 3: Current Caller Activity


Current Caller Activity


  1. Active - Count of all calling agents who are ready, in call, or in wrap-up
  2. % Active - Percentage of all calling agents who are in an active status, as compared to the total logged in callers (including those not ready); provides a top-level indicator of the portion of calling agents who are receiving and completing calls versus those who are not
  3. Action Log - A continuous feed of the status changes for current callers


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