The Active calls module displays current metrics and data related to calls on ivr, in queue or from campaigns. This functionality can be accessed from Administration → Monitoring:
Information related to calls currently in progress is refreshed every 5 seconds. Data related to the call graph of the last 24 hours is updated every full hour.
a) Incoming calls
- Connections in queue - number of calls that are currently in the queue (including those handled by Agents),
- Calls on IVR - calls that are currently on the IVR,
- Talks in progress - number of connections that are operated by Agents within the queues,
- Calls to agent - connections that are offered to Agents.
b) Outgoing calls
- Campaign connections - number of calls, conducted as part of the campaign.
- Type - type of connection (Incoming/Outgoing),
- State - current connection status (IVR/In queue/Calls to agent/Talks),
- Number - telephone number that is calling us or to which we are making a call,
- Customer - information whether the call is from a CRM customer,
- Date - date of call,
- Duration - call duration,
- Agent - User with whom the conversation is conducted.
The call graph indicates how many calls, either incoming or outgoing, occurred in a given hour interval. So, for example, if at 11
we have 8 incoming calls and 27 outgoing calls registered, they took place between 10 and 10.