KPI cards show real-time statistics. The following cards and reports are available on the home page.

Supervisor Desktop displays real-time information that is aggregated for the current day (from 00:00 hours according to the time zone set for your organization) for these KPI cards—Total Contacts Abandoned, Total Contacts Handled, Average Service Level, and Average Handle Time.

When you switch teams, the information updates on the Average Handle Time, Contacts in Progress, and Agent State Report KPI cards connected with teams. You can compare the details of these cards with the TeamStats report in Analyzer BETA.

As you switch queues, the following KPI cards, that are linked with the queues, update their information: Contacts in Queue, Longest Contact Currently in Queue, Total Contacts Handled, Average Service Level, Total Contacts Abandoned, and Contact Details in Queue.

The Supervisor Desktop focuses on data at the queue level. To evaluate and differentiate the data between the Supervisor Desktop and the Analyzer, it is recommended that you use the queue-based reports.

Card/Report

Description

Contacts in Progress

The real-time number of contacts that are in progress for your teams.

Contacts in Queue

The real-time number of contacts that are in queue for the queues that you manage.

Longest Contact Currently in Queue

The longest time that the caller spends in the queue before an agent responds.

Total Contacts Handled

The aggregate count of contacts that an agent has interacted with. It includes contacts that are currently connected to an agent, contacts that were connected but have since been terminated, and any sudden disconnects.

A sudden disconnect is defined as a contact that was connected to an agent but terminated within a predetermined threshold time from the moment of connection. This termination occurs in the queue where the contact was initially terminated.

Average Service Level

The percentage of contacts that were connected, chosen to opt out of the queue, dequeued, or terminated within the queue, all within the timeframe defined by the Service Level Agreement (SLA).

Average Handle Time

The average time the agent handles a caller in real time. The average time includes the connected time and wrap-up time for a call.

Total Contacts Abandoned

The number of contacts that were terminated in the queue before getting connected to an agent, irrespective of its handling in previous queues, if any. These contacts do not fall under the category of short calls.

Contact Details in Queue

Caller details by queue in real time. The parameters include:

  • Channel Type: The mode of customer interaction such as chat, email, social, or voice.

  • Queue: The name of a queue.

  • Contacts in Queue: The number of customer contacts that are in queue for your teams in real time.

  • Longest Contact Currently in Queue: The longest time that the customer contact spends in the queue before an agent responds in real time.

  • Abandoned Contacts: The number of contacts that abandoned.

Agent State Report

Provides the different agent states in real time based on the number of active agents.