Real-time Connected - Calls dashboard

With the Real-time Connected - Calls dashboard, see call durations, hold times, current sentiment scores, and which agents are handling interactions.

This dashboard refreshes every 60 seconds by default.

Use the dashboard

To use the dashboard, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

  2. Click Calls Connected. The dashboard appears.

  3. Filter your results using the following fields:

    • Queue Name. Filter by the queue name.

    • Child Queues. Specify whether to include child queues.

    • Agent Name. Filter by the agent name.

    • Agent Teams. Filter by the agent team handling the interaction.

    • Location. Filter by the location of the agent.

    • Call ID. Filter by the ID of the call.

    • Language. Filter by the language assigned to the queue.

    • Interaction type. Filter by the type of interaction.

    • Answer Type. Filter by whether the call was manually or automatically answered.

    • Answered By. Filter by whether the call was answered by a virtual agent or human agent.

    • Support Phone Number. Filter by the configured number that the contact used to dial in.

    • Direction. Filter by the direction of the interaction.

  4. Click Click the update icon to update. Update.

Tiles

This dashboard contains the following metrics tiles:

  • Total Connected Calls: the total number of connected calls

  • Avg Current Sentiment Score: the average sentiment score

Table

This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.

  • Connected Calls: shows details about connected calls