Dialogue Cloud

Calls overview - Modern Display

The Calls overview displays all Call Statistics and Dialogue Details from the chosen UCC.

 

Call Statistics

Behavior

Item

Description

SLA (Blue Circle)

[< 20 sec]/ ([Accepted Today]+[Missed Today])

Accepted

Number of accepted conversations today

Can be altered in the settings

Missed

Number of missed conversations today (with a Skill)

Can be altered in the settings

Answer in 120 s

Number of accepted conversations today with a queue time shorter than 2 minutes

Answer in 20 s

Number of accepted conversations today with a queue time shorter than 20 sec

Quickdrop in 5 s

Number of missed conversations today with a queue time shorter than 5 seconds

Can be altered in the settings

Average Wait Time

Average queue time of the accepted conversations

Can be altered in the settings

Longest wait

Longest Queue time of the accepted conversations today

AVG Decline

Average queue time of the missed conversations

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 distinct between Missed and QuickDrop, Snapper combines them as Missed.
  • Dialogue Intelligence distinct between Inbound, Direct, Outbound, Snapper combines them.
  • Dialogue Intelligence distinct 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.

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.