Homepage is designed for compiling analytical information related to the work of a given Agent and traffic on given contact channels.
Thanks to such a solution, the User has quick access to information related to his work mode (e.g. pauses) and key indicators.
Additionally, he can manage from this level his To-do tasks, which he should complete - more information about the To-do list functionality can be found here.
Data per Agent:
- Answered calls - number of calls received and completed within the Queues,
- Calls made - number of outbound calls (received) within the Campaign,
- Number of connections attempts - number of outbound call attempts within the Campaign (regardless of the call resulat),
- Tickets with action - number of requests in the Agent's queues, where changes were made by the Agent on a given day,
- Chats served - number of chats started today assigned to the Agent, within the supported Queue.
Data per Queue/Campaign:
- Waiting calls - number of calls waiting in Queues (to which the Agent is assigned),
- My records - number of records assigned to the Agent to be called under the Campaign,
- Queued tickets - number of unassigned tickets in the Queues of a given Agent in the status New (Date of last change of the day) and assigned to it in the same status,
- Queued chats - number of chats from a given day waiting to be assigned to Agents.
Work time:
- Total working time - total time of the User's logging in the system on a given day,
- Detailed work time - percentage (and total) of given modes of operation within a given day.
For proper calculation of detailed working time, it is required to start the phone.
Within the working time, it is possible to display information about the use of specific pauses:
Percentage of supported communication channels of a given Agent: