Calls overview - Classic Display
The Calls overview displays all Call Statistics and Dialogue Details from the chosen UCC.
Behavior
Item |
Description |
---|---|
Accepted (Green circle) |
Number of accepted conversations today Can be altered in the settings |
Answer in 30s |
Number of accepted conversations today with a queue time shorter than 30 seconds |
In a Call |
Number of active accepted conversations |
Missed (Red circle) |
Number of missed conversations today (with a Skill) Can be altered in the settings |
Quickdrop in 5s |
Number of missed conversations today with a queue time shorter than 5 seconds Can be altered in the settings |
AVG Decline |
Average queue time of the missed conversations |
Queue Time (Turquoise circle) |
Average queue time of the accepted conversations Can be altered in the settings |
Longest wait |
Longest Queue time of the accepted conversations today |
Calls waiting |
Number of active conversations in the queue |
<20 sec |
Number of accepted conversations today with a queue time shorter than 20 sec |
< 2 min |
Number of accepted conversations today with a queue time shorter than 2 minutes |
SLA (Blue Circle) |
[< 20 sec]/ ([Accepted Today]+[Missed Today]) |
Note that the Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).
For this reason the data will not always be one-on-one the same.
Differences:
- Dialogue Intelligence distinguishes between Missed and QuickDrop, Snapper combines them as Missed.
- Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Snapper combines them.
- Dialogue Intelligence distinguishes between Hunts and Forwards, Snapper combines them.
Dialogue details
The tab pages under the Call Statistics display call details from the dialogue queues. Agents can take calls directly from the waiting queue. Supervisors have the option to join conversations (listen, whisper, and speak mode) from connected calls.

Example filter: Show Audio, Chat and Autonomous Dialer in IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent..
Filters
In a busy contact center you want to specify which data your would like to see. In every tab (IVR, Waiting, Connected and Quality) you can filter the columns to only show the data you would like to see.
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