This article describes the functionality of the Real-Time Dashboard feature which is designed to informatively represent actual call statistics for an Advanced Hunt Group AKA ENGAGE Core or CONNECT Call Center on UNIVERGE BLUE® CONNECT.
You can also view the AHG live call statistics via the Advanced Hunt Group Presence feature. You can read about it in the Advanced Hunt Group Presence article.
Real-time Dashboard is available:
- for admins from Control Panel:
UNIVERGE BLUE® CONNECT > Reports & Analytics > Advanced Hunt Groups tab > Select group from the dropdown list > Click the Dashboard icon in the right upper corner > Launch Wallboard
- for Managers from UNIVERGE BLUE® CONNECT Desktop Application:
Advanced Hunt Group (Monitor) icon > Reports icon > Launch Wallboard
The URL for the dashboard can be copied and used without application or provided to anybody.
- Calls in queue: calls that just entered in the queue and waiting on hold to be picked. This will be colored accordingly to the Max number of callers on hold value, which is set under UNIVERGE BLUE® ENGAGE Settings:
- Green: number of actual calls in queue < Max number of callers on hold
- Orange: number of actual calls in queue = 0.75 x Max number of callers on hold
- Red: number of actual calls in queue = Max number of callers on hold
- Agents with customers: current calls picked up by agents
- Total active calls: Calls in queue + Agents with customers
- Agents logged in: number of agents logged in to this Advanced Hunt Group
- Average time on hold
- Average talk time
- Calls answered
- Calls abandoned
Counters for answered and abandoned calls and averages are reset at noon accordingly to the Time Zone of the Advanced Hunt Group.
The bottom indicator reflects the current state of Average time on hold according to SLA (Service Level Agreement) compliance:
- Green: under SLA1
- Orange: between SLA1 and SLA2
- Red: above SLA2
SLA can be modified in Control Panel:
UNIVERGE BLUE® CONNECT > Reports & Analytics > Advanced Hunt Groups > Select an Advanced Hunt Group and click the Settings icon in the right upper corner.
More information about Advanced Hunt Group Reports can be found in the Advanced Hunt Group Reports article.
For additional information see the Managing Advanced Hunt Groups On UNIVERGE BLUE® CONNECT article.