Live Call Dashboard

the live call dashboard is currently supported for accounts with fewer than 50 agents and less than 10k monthly call volumes it will continue to function as is for customers who already have it enabled once this is enabled, you can access the dashboard via the left navigation (live → dashboard) or directly using this link https //test mum1 exotel com/ccm/#/dashboard/overview https //test mum1 exotel com/ccm/#/dashboard/overview it provides an overview of your contact center live metrics and today’s activity overview tab the overview tab contains high level live and “today’s activity” metrics for your entire account or for selected groups filters group filter applies to both live and today’s activity metrics default all calls (all groups + ungrouped calls) you may select one or more groups time (today's activity so far) view metrics for today (system timezone) or drill down to the last 1, 2, 4, or 8 hours refresh rate live sections (live calls and live agent status) auto refresh every few seconds today’s activity metrics require a manual refresh or page reload the dashboard shows when it was last updated (e g , “last updated x minutes ago”) metrics live calls total calls active calls (sum of in queue + in progress calls) incoming in queue number of callers in queue (if queueing is enabled) if a group filter is applied, shows queued calls for the selected group(s) in progress calls active calls assigned to agents (incoming or outgoing) with a group filter, shows active calls for agents in that group outgoing in progress calls active outgoing calls assigned to agents with a group filter, shows active calls for agents in that group live agent status busy (on call) agents assigned to an active call (ringing/attempted or in conversation) available (idle) agents free to take calls offline agents who have turned themselves off and cannot receive calls total agents total agents in your account or selected group today's activity so far (incoming calls) call volume total calls received on your exophones for today or the selected time window completed calls calls that resulted in an answered conversation if multiple agents were attempted but at least one answered, it counts as completed missed calls calls where agents were attempted but no one answered examples agent device rang but was not picked up (timeout/caller disconnected) agent phone unreachable/busy or network issues prevented connection if multiple agents were attempted and no one answered, it counts as one missed call if agents were attempted and the caller was queued again and disconnected, it is still a missed call abandoned calls calls hung up with no agent assignment examples disconnected by caller in greeting or ivr (not applicable if group filter is selected) disconnected by system due to off hours or other termination (not applicable if group filter is selected) disconnected by caller in queue (no agent attempted; applicable with group filter) average talk time average time agents spend in conversation (calculated only for completed calls) average queue time average time callers spend in queue (answered + unanswered) longest queue time maximum time a caller spent in queue for a call (sum across multiple queues if applicable) average abandon time average wait time before callers hang up (considers calls abandoned in ivr/queue) average speed of answer time from dialing attempt to agent answer (if no queue, time from dial start until pick up) calculated only for answered calls today's activity so far (outgoing calls) call volume total outgoing calls for today or the selected window completed calls calls answered by the other party (counts as completed if at least one agent answered) average talk time average talk time for completed outgoing calls customer unanswered agent answered but customer leg did not reach answered state (e g , canceled, busy, no answer) (leg1status = completed && leg2status != completed) agent unanswered agent was attempted but the call did not become answered due to non completed reasons (busy, no answer, failed) (leg1status != completed) prev day / change prev day metrics for the previous day up to the same time example viewing at wednesday 2 00 pm shows tuesday’s stats from 12 00 am to 2 00 pm change% relative change vs previous day ((b a) / a) 100 where b = today, a = previous day example prev day call volume 100 → today 150 ⇒ +50% (up) if completed calls drop from 80% → 40% ⇒ 50% (down) behavior on "last x hours" filter prev day and change% are computed for the same time window on the previous day example viewing at 4 00 pm with “last 2 hours” compares 2 00–4 00 pm today vs 2 00–4 00 pm previous day agent activity (live) tab track what agents are doing right now you can filter by agent name or group available fields name agent name as saved on exotel status current status — busy, available, or offline time spent time spent in current status (hh\ mm\ ss), updated in real time last device on time when the agent last turned their device on to take calls group activity (live) tab live metrics per group you can filter one or more groups metrics incoming calls queued callers in queue for that group (if queueing enabled) in progress active calls assigned to agents for that group total sum of queued + in progress agent activity busy (on call) agents assigned to active calls (could be on calls for other groups if shared) available (idle) agents free to take calls offline agents who have turned themselves off total total agents for the group agent performance tab track agent performance for today or yesterday metric meaning overall (incoming + outgoing) total device on time total time agent had device on to take calls idle time total time agent was free to take calls total calls sum of total calls received (incoming) and initiated (outgoing) by the agent completed calls total calls answered by the agent (incoming + outgoing) average talk time average talk time across completed calls (incoming + outgoing) total talk time sum of all conversation time across completed calls incoming total calls offered total calls offered to the agent (regardless of whether another agent answered) completed calls number of offered calls that were answered by the agent missed calls offered calls not answered by the agent (counts even if another agent answered) average talk time average talk time for completed incoming calls total talk time sum of conversation time for the agent average speed of answer average time taken by agent to pick up incoming calls (dial start → pick up) outgoing total calls initiated outgoing calls initiated by the agent completed outgoing calls outgoing calls where conversation occurred (counts if at least one agent answered) agent unanswered agent was attempted but did not reach answered state (busy/no answer/failed) customer unanswered agent answered but the customer leg did not (e g , leg1 answered, leg2 not answered) average outgoing talk time average talk time for completed outgoing calls total outgoing talk time sum of outgoing conversation time for the agent note outgoing calls initiated via the voice platform api and not answered by the agent are not considered call center calls and will not appear against the agent on this dashboard to capture agent data for outgoing calls via api, route calls via the outgoing ccm api or trigger via the exotel dashboard see https //developer exotel com/api/ccm calls https //developer exotel com/api/ccm calls downloading agent performance report click the download icon to get the csv you will also receive this report via your registered email once generated note the data sources and logic used for the user/group report https //support exotel com/support/solutions/articles/3000054226 user group report differ from the live call dashboard for longer historical ranges, use the user/group report; for today and yesterday, use the live call dashboard group performance tab track group performance for today or yesterday metric meaning total calls total calls offered to the group answered calls calls answered by at least one agent in the group missed calls calls attempted by agents but not answered (includes calls disconnected in queue with agent attempts) abandoned in queue calls abandoned in queue without any agent attempt average talk time average conversation time per group (avg talk time = sum talk time / total calls with talk time > 0) average queue time average queue time per group (includes dial attempt time) longest queue time maximum total queue time for a call at group level (sum across queues if applicable) average abandon time average wait time before callers hang up (considers abandoned in queue calls) average speed of answer time in queue + dial attempt time until answer (includes dial attempts across multiple agents) frequently asked questions behavior of missed calls in the live call dashboard (lcd) a call is marked as missed only if none of the agents in the group answers it for example, if a call rings for four agents sequentially and the fifth agent answers, it will not be displayed as a missed call in the lcd this distinction ensures that the dashboard accurately represents only unanswered calls that need follow up , rather than calls eventually answered after multiple attempts updating queued calls the live call dashboard refreshes every 10 seconds , so changes in the queue may not appear instantly if a caller seems stuck in the queue for longer than 10 seconds, review the following verify queue music duration check whether the queue music exceeds 10 seconds a longer track may make it seem like the caller is stuck investigate potential issues if the queue music duration is reasonable but the caller still appears stuck, contact support at hello\@exotel in mailto\ hello\@exotel in do note this feature is currently under private beta for feedback or bugs, email hello\@exotel com mailto\ hello\@exotel com