Live Dashboards

Live dashboard is a place where you can get a real-time overview of the most relevant metrics associated with all your running projects. It’s the first thing you’ll see when you login to your manager panel.

Dashboard is divided into two main screens; The all-embracing Overall Dashboard, and specialized Inbound Dashboard. You can switch between those screens at any time, using buttons on the top of the page.

Note: Main dashboard present data that covers present day. To access historical data, use our Reports.

Overall Dashboard

Our Overall Dashboard lets you quickly and easily check all your projects’ performance, including Contact Rate and Success Rate. You can also find out how many of your contacts have been reached, what’s their current status, total working hours counted from the beginning of the day, etc.

Overall Dashboard is divided into sections to simplify data presentation. At the top you’ll see some of the key metrics commonly used to monitor project performance:

Effectiveness

Measures the number of calls marked with a success per hour.

Contact rate

Is a ratio of effective contact attempts (answered calls) to all called contacts, expressed in %.

Hit rate

Is a ratio of calls marked with success to closed contacts, expressed in %.

Success rate

Presents a ratio of calls marked with success to all answered contacts, expressed in %.

Below you’ll find charts showing the total number of successful calls and the time agents spent calling from the beginning of the working day:

Under these charts, you’ll find stats on your contacts:

• Successes: contacts reached and marked with a ‘Save success’ status.
• Answered calls: contacts reached;
• Contact attempts: the total number of contact attempts;
• Closed contacts: contacts reached that will no longer be called;

The round diagrams below presents the state of our contact list. You can see how many contacts are still left to be called and how many have already been reached and closed.

From the next section you can get key metrics for each of your active project - number of successes, effectiveness, hit rate, number of talking agents and those taking pause. This will help you to compare projects performance and make appropriate changes as they progress.

You can also check current status of all your logged in agents: how many of them are handling calls and how many are taking a pause at the moment.

If you click on the agent's name you can listen the conversation while it’s happening in real time.

As previously mentioned, this dashboard displays live summary of all your active projects data. You can also access dashboards for each and every project you run. When you enter a particular project, its dashboard will load for you immediately.

Inbound Dashboard

If you are focused more on inbound calls then look no further. This Dashboard will let you monitor all of incoming connections plus the activity of the agents at the given time.

Here you can see the percentage of answered calls, whether clients decide to hang up due to their call not being answered and the inbound queue, where you can see what number is calling you at the moment. It is divided into spaces to separate the data so that it is easily managed.

You are going to find here some useful information, like:

Abandonment Rate

Shows the percentage of calls that are abandoned by the customer before speaking to an agent

SLA

Shows the percentage of calls answered by agents

Inbound calls

Shows you the total number of all incoming calls, answered or not, you received today, separated by hours the call entered the queue.

Call queue

Shows you the list of customers waiting for a free agent. Each entry shows client’s phone number (with a name of the contact, if available), your number that they’re trying to reach, and their wait time. The number that waits the longest appears on top of the list, and it will be handled by the system in the first place.

Users

Shows you the list of agents that are currently logged in. Each entry shows agent’s details, their current status (marking if agent is IDLE or BUSY at the moment), and total number of calls answered by the agent today.

Despite it’s compact size, this dashboard still gives you all the necessary data to fully control and monitor your inbound calls so that they can be managed accordingly. Truly ingenious in it’s own rights.

Additionally, you have option of checking Inbound Dashboard on each of your project separately. In such case, the data provided in the dashboard will be restricted to Phone Numbers and Agents currently available in the project. The calling queue for the project is also available directly from Power Dialer screen as seen bellow.