Documentation

Active calls

Author: Łukasz Strumiński

Created: Nov 19. Updated: Nov 19.

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:

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 11:00 we have 8 incoming calls and 27 outgoing calls registered, they took place between 10:00 and 10:59.