Agents have the ability to observe the live waiting dashboard.
From your live dashboard, you will be able to monitor agent status, incoming interactions, statistics, and historical interaction information. The Live Dashboard automatically refreshes every 30 seconds and allows for a manual refresh by clicking on the refresh icon located next to the Service and Work Type drop-down selections.
Click on the drop-down menu located on the top right-hand side of your screen to choose a service or work type.
The dashboard provides you with an overview of the following:
- Agent Status: This is an overview of how many agents have the selected service. It also shows you how many agents are ready or not ready to receive interactions.
- Waiting: This section shows the number of interactions that are currently in the waiting room.
- Out of SLA: This section shows the number of interactions that are currently out of SLA.
- Total Received: This section shows the number of interactions received.
- Handled: This section shows the number of interactions currently handled.
- Not Handled: This section shows the number of interactions that were not handled by Agents, calls forwarded as well as the number of callbacks and voicemails generated.