1) Inbound Calls
The graph for inbound calls displays the call count for incoming calls since the current day
morning. It indicates three types of incoming calls with different representation. The three types
are
• Ongoing Calls: These are the calls which have been currently forwarded to the available agents.
• Waiting Calls : These are the calls which hare waiting for an available agent.
• Abandoned Calls : These are the calls which have been dropped from waiting state.
The statistical information displayed below it will include following information
• Total incoming calls
• Incoming calls – answered
• Incoming calls – abandoned
• Average Call Duration
• Average Call pick-duration
2) Outbound Calls
The graph for outbound calls displays the call count for outgoing calls since the current day morning.
The statistical information displayed below it will include following information
• Total outgoing calls
• Average Call Duration
3) Agent Availability
The donut chart represents the agents/sales representative availability. The chart displays the count and percentage value of each stage. Following stages are considered while showing agent availability
• Available – Logged-in and sitting-idle
• On Call – Busy on a call
• On Break – Marked himself on break
• Disposition – updating lead after a answered call
• Absent – Logged out