Realtime Modules

Learn about the modules available on the Realtime page that allow you to monitor agents' real-time activities, view call center statistics, and access key actions and metrics through customizable grid or table layouts.

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This article provides a detailed description of the Realtime page modules. The placement of modules is determined by the layout you select.

Agents

The Agents' module displays real-time details for all agents you are allowed to view according to your permissions and whose states are included in the selected state filters.

Click the icons on the right to switch between the grid and table views.

Screenshot of switching between greed and table — Switching between greed and table

Agents Grid

The grid view displays the real-time information about each call center agent in separate boxes.

The agent boxes contain the following information:

Agent state
Agent extension and name
Agent Caller ID
Destination country and number
Agent state duration
The three-dot menu is in the top-right corner of the box.
Click the menu for additional actions, such as opening the lead page in a new tab, whispering, pausing, or clocking out the agent.

Actions in the agent box

Agents Table

The table view displays the real-time data about each call center agent in table rows.

The columns in the agents table are as follows:

Column	Description
Agent	Agent’s state and name. Agents working in the PPQ mode will have a special indicator in the state box
Ext	Agent's extension
Skill	Agent's skill group
Type	Agent's calling mode: predictive, manual or preview
Duration	Shows the duration of the current action (e.g., talking to the lead, submitting feedback, etc.)
Destination	Call destination (lead's country indicator and phone number)
Extra info	Additional information about the lead: id, name, campaign, and weight
Avg. Idle	The average time the agent spends between calls. The first number is the average waiting time between calls, and the second number is the average time spent on filling out the feedback page.
Lead Status	The last status of the lead
Actions	Contains buttons and a three-dot menu for performing actions with the agent

Actions

Open lead page - click to open additional information on the lead in a new browser tab. It will show the lead page with lead details and recorded call history. To listen to any past conversation with the lead, click Play Record in the Listen column in the Recorded Calls section.
Whisper - click to connect to the agent’s call, listen to it, and interact with the agent or the lead after pressing the relevant number:
- 2 to speak with the agent
- 1 to speak with the lead
- 3 to engage in a three-way conversation
- 0 to release.
Pause Agent - click to pause the agent’s work after they complete the current call. The agent will receive a message informing them of the pause reason and will not be able to continue calling leads until the manager clicks Unpause and releases the agent.
Clockout Agent - click to clock out the agent after they complete the current call.

General Info

The upper section of this module shows the total number of available, dialing, on-call, or on-break agents in the call center. The lower section shows the total number of incoming and outgoing calls.

Groups Summary

In this module, you can view the following summary statistics about groups:

the number of online and all users in the groups
the average Drop Rate
the Average Idle Time
the average feedback time
the total number of predictive and progressive users.

If you wish to view detailed information about each group, select a group-focused layout.

Screenshot of the Groups Summary section — Groups Summary section

Inbound Calls

This module displays the total number of waiting calls, the average waiting time, and the waiting time of the current calls by queues.

External Ongoing Calls

This module displays the total number of active external outgoing calls and their average duration. Below, you can see detailed data by destination.

Screenshot of the External Outgoing Calls section — External Outgoing Calls section

Auto-Dialer Activity by Groups

In this module, you can view the statistics of groups.

Each group section includes the following:

Column Name	Description
Name	The group name
Users	The current number of users in the group. Hover over the diagram for more information about the users.
Lead Type Distribution	Hover over the diagram for more information about the leads.
Leads (available - loaded)	The number of leads being processed by the group: Available – leads ready to be processed at the moment Loaded – leads the system has included in the calling queue due to the highest priority among all available leads.
Idle (Avg.)	The average time that agents in the group spend waiting for new calls.
Feedback (Avg.)	The average time that agents in the group spend providing feedback.
Ratio	The number of calls the system makes per free agent (having the state “Waiting for a call”). The system calculates the optimal value depending on the drop rate, based on the custom drop rate settings.
Drop	The percentage of this group’s calls dropped by the system due to all agents being on a call. The Drop Rate formula considers the drop rate period and calculates only answered calls that have already hung up. If you'd like to get more information on the drop rate formula, please submit a support request.

Click the three-dot menu in the top-right corner of a group section to access Leads Fetching Simulator.

Screenshot of the Lead Fetching Simulator button — Lead Fetching Simulator button

Updated 6 days ago