Dashboard

overview the dashboard tab in the supervisor console provides a historical and summarized overview of all activities within a selected campaign the interface dynamically adjusts its metrics and widgets based on the specific campaign type selected all data provided is derived solely from the source manuals inbound campaign dashboard this dashboard displays activities over selectable time durations 30 minutes , 1 hour , or 1 day historical data refreshes every 5 minutes key metrics & widgets total calls the count of all calls in the campaign, including inbound calls, manual outbound dials, callbacks, auto preview dials, manual preview dials, transfer to campaign dials, outbound manual dials, and click to call dials avg handling time (aht) the average time spent on connected calls, calculated as the sum of customer talk time, customer hold time, and wrap time of connected calls, divided by the total connected calls internal calls (dial user) are excluded avg call duration the total time spent on call by all agents (talk time plus hold time) divided by the total number of calls in the campaign average wait time the average waiting time of all calls in the campaign, excluding abandon at ivr calls idle time the percentage of time agents were in a ready state but not actively handling calls this is only available for single extension in voice and is not displayed with the multiple extension license inbound received the total number of inbound calls received, including abandoned calls pending callbacks the count of callbacks that are scheduled and pending completion within the selected time duration abandoned rate at acd the percentage of calls offered at the acd that were disconnected by the customer before connecting with an agent this includes abandon at ivr, abandon at acd, and abandon ringing calls sla a gauge chart showing the percentage of calls answered within the configured threshold (default 20 seconds) out of all offered calls at the acd user disposition summary shows the count of calls disposed of using the top 5 user dispositions inbound call summary a donut chart showing the overall call distribution as a percentage connected , abandon at ivr , and abandon at acd queue wise call distribution a bar graph showing the distribution of calls by queue, highlighting the count of missed, abandoned, and connected calls in that queue connected call volume trend a line graph illustrating the volume and trend of connected calls over different time intervals outbound campaign dashboard this dashboard displays activities over selectable time durations 30 minutes , 1 hour , or 1 day historical data refreshes every 5 minutes key metrics & widgets total calls the total number of calls dialed, including all the call types listed for the inbound dashboard call drop rate the percentage of calls that were disconnected before reaching an agent avg handling time (aht) calculated the same as the inbound campaign talk time + hold time + wrap time of connected calls, excluding internal calls avg call duration calculated the same as the inbound campaign total talk time + total hold time divided by the count of all calls avg acw duration the average time spent by agents on disposing of calls (wrap up time) idle time available only for single extension in voice campaigns, calculated as the difference between total ready time and total service time not included for multiple extensions lead penetration the penetration rate of a lead, indicating the minimum percentage of phone numbers attempted by the dialer pending callbacks the count of scheduled callbacks that are pending completion within the selected time duration user disposition summary shows the count of calls disposed of using the top 5 user dispositions system disposition summary a donut chart showing the overall call distribution as a percentage, disposed of with different system dispositions lead wise system disposition summary a bar graph showing system dispositions (e g , provider temp failure, call hangup, call not picked up, amd, call drop, no answer, connected) grouped by lead lead summary provides performance metrics per lead, including uploaded contacts , lead penetration percentage , connected calls, and amd (answering machine detection) count connected call volume trend a line graph illustrating the volume and trend of connected calls over different time intervals retry analysis shows the number of retries for a particular system disposition and the number of phone numbers reached for those attempts includes auto dial, auto preview dial, manual dial, and manual preview dial chat campaign dashboard this dashboard shows activities over selectable time durations today , last 7 days , or 30 days historical data refreshes every 10 minutes key metrics & widgets user initiated the count of chats actively started by ameyo users (agents) received the total count of all incoming chats, which encompasses chats that were served, missed, and not responded served the count of chats that an agent has replied to this further breaks down into chats handled by a bot , an agent , or escalated from a bot to agent missed the total number of incoming chats that disconnected at the queue without connecting to any agent not responded the count of incoming chats for which the assigned agent did not send a reply csat score displays the overall customer satisfaction score based on customer feedback received it also shows the count of responses received average frt (first response time) the average time taken by agents to send the first response after the chat was connected to them average resolution time the average time taken to fully resolve a conversation from the moment it was assigned to an agent average wait time the average time an incoming chat waited for an agent to connect for the first time in the selected duration offline the total count of chats received during non working hours or holidays whatsapp outbound notification shows graphs illustrating the count of whatsapp messages sent successfully and those failed to send this is further filtered by messages that were system initiated or user initiated whatsapp notification answer received displays a bar graph of the total answers received on whatsapp, segmented by response times such as answered beyond 24 hrs , answered within 18 24 hrs , answered within 12 18 hrs , answered within 6 12 hrs , answered within 6 hrs , and unanswered this can also be filtered by system initiated or user initiated whatsapp template effectiveness shows a graph for the rating received from customers regarding the whatsapp chat channel wise distribution a graph showing the distribution of chat channels incoming chat stats a line graph illustrating the trend of chat metrics received , served , missed , not responded , and offline chat details a detailed table view that includes columns like chat id, chat status, channel, requested on, customer name, user name, queue name, and chat duration interaction campaign dashboard this dashboard is split into two sections a static area and a duration based area static dashboard area this section remains static even if the time duration is changed total tickets the total number of tickets assigned to agents, categorized by priority high , medium , and low unassigned tickets the total count of tickets that have not yet been assigned to any agent ready users the real time number of agents who have set their status to "auto chat on" in a queue sla "about to breach" (next 15 minutes) shows the count of tickets for which the service level agreement is close to being breached within the next 15 minutes this is tracked for metrics like first assigned , first response , or resolve time tickets by status a bar graph showing the number of tickets grouped by their available status (e g , closed , new ) this view can be filtered by source, such as voice or email working tickets by source a stacked bar graph of tickets that are currently being worked on by users and are not yet closed it categorizes tickets by source (e g , chat , email , voice ) working tickets by users a horizontal bar graph showing the breakdown of working tickets per user, further segmented by priority ( high , medium , low ) and tickets in other campaigns duration based dashboard area this section changes based on the selected duration tab today , last 7 days , or 30 days ticket volume a line graph illustrating the trend of newly created versus closed tickets over the selected time duration csat score displays the customer satisfaction score based on customer feedback it shows the count of responses received and the number of feedback requests requested lite tickets by status a bar graph displaying tickets with only external statuses, as lite tickets only have one internal status closed lite tickets by source a bar graph of lite tickets, typically covering sources like chat and voice sla metrics graphs a set of graphs showing service level agreement performance, which can be filtered by priority , media channel (e g , chat, email, voice), and user list first assigned sla shows the count and percentage of tickets that met or breached the target time for initial assignment first response sla shows the count and percentage of tickets that met or breached the target time for the first response resolution sla shows the count and percentage of tickets that met or breached the target time for final resolution sla percentage a line graph that tracks the live status and achievement percentage for the first assigned sla , first response sla , and resolution sla parallel predictive campaign dashboard the parallel predictive campaign dashboard contains identical functionality to the outbound campaign dashboard it includes the same tabs as the outbound campaign dashboard , lead monitoring , and agent monitoring the dashboard tab functions similarly to the outbound dashboard voice blast campaign dashboard the voice blast campaign dashboard contains identical functionality to the outbound campaign dashboard it includes the same tabs as the outbound campaign dashboard and lead monitoring the dashboard tab functions similarly to the outbound dashboard general dashboard functionality data refresh real time data (agent activity) refreshes every 10 seconds historical data refreshes every 5 minutes freeze/unfreeze the "freeze" button stops real time updates to review a static snapshot of the dashboard clicking "unfreeze" resumes live data updates threshold status threshold alerts for hold time , call duration , and acw time (after call work) are displayed agents breaching these limits are visually highlighted waiting call a button showing the total count of calls waiting to be answered in the campaign clicking it opens a list showing customer id, name, phone, status, agent, status duration, and queue of the waiting calls use cases & benefits operational efficiency and workforce management (wfm) the dashboard allows businesses to analyze agent output and workload distribution over historical periods to optimize staffing and process flows campaign type relevant dashboard feature business benefit inbound, outbound, voice blast avg handling time (aht), avg acw duration, idle time allows managers to identify performance gaps between agents and teams, refine training programs for efficiency, and ensure agents are minimizing unproductive time (idle time), thereby improving agent productivity and reducing labor costs per interaction interaction (ticketing) working tickets by users, unassigned tickets provides a clear view of current agent workload (tickets in progress) and potential backlog (unassigned tickets) this is crucial for load balancing and preventing agent burnout or underutilization outbound, predictive avg call duration, connected call volume trend helps the business forecast required staffing levels for future dialing strategies and understand which dialing times are most effective, ensuring the right number of agents are available when needed chat average resolution time, average frt enables management to set and enforce standards for digital interaction speed, which is a direct measure of an agent's ability to handle their assigned chat capacity efficiently service quality and customer experience (cx) improvement the dashboard metrics are directly linked to customer satisfaction, enabling the business to prioritize service quality initiatives campaign type relevant dashboard feature business benefit inbound sla percentage, average wait time allows for retrospective analysis of service level compliance managers can track if the business consistently meets its commitment to customers (e g , answering 80% of calls within 20 seconds), which is vital for customer retention and contract adherence inbound, chat abandoned rate at acd, missed chats, not responded these metrics directly highlight customer frustration and lost contact opportunities by tracking the abandonment rate, the business can identify bottlenecks in the ivr or queuing system, reducing lost business opportunities and improving the customer journey chat, interaction csat score, whatsapp template effectiveness provides a historical view of customer feedback this is the ultimate measure of service success, allowing the business to measure the impact of operational changes on customer sentiment and the effectiveness of specific communication methods inbound queue wise call distribution pinpoints specific queues (e g , technical support vs sales) that are disproportionately contributing to missed or abandoned calls, allowing for targeted resource allocation or process fixes campaign and strategy optimization for proactive sales and service campaigns, the dashboard offers insights to refine targeting and dialing strategies for maximum return on investment campaign type relevant dashboard feature business benefit outbound, predictive lead penetration, lead summary shows the business how deeply it has worked through its contact lists this is essential for preventing over dialing, optimizing list exhaustion strategies, and calculating the true cost per contact outbound, voice blast system disposition summary, retry analysis provides data on the effectiveness of the dialer by analyzing system dispositions (like amd or no answer) and retry analysis, the business can refine its retry rules and filtering logic to improve connection rates and reduce wasted dialing attempts interaction (ticketing) tickets by source enables strategic management of media channels the business can see if specific channels (e g , email vs voice) are generating high volumes of tickets, informing decisions on where to invest in automation or specialized agent training risk mitigation and compliance the dashboard provides key indicators that, when monitored, can help a business prevent breaches of service agreements and ensure continuous operation campaign type relevant dashboard feature business benefit inbound, interaction sla "about to breach", resolution sla the interaction dashboard's static view highlights tickets that are nearing their resolution deadline in the next 15 minutes this is a critical risk mitigation tool that allows supervisors to intervene immediately to prevent contractual sla breaches and associated financial penalties or customer dissatisfaction outbound, predictive call drop rate monitoring a high call drop rate helps identify potential technical issues within the dialing infrastructure or poor customer experiences early, preventing widespread service degradation all campaigns threshold status the ability to view agents who have breached configured thresholds for hold time , call duration , or acw time serves as a warning system for potential misuse of system time or compliance risks (e g , excessive hold times violating quality standards)