Real-Time Dashboard provides an overview of the real-time data for the Toku CMS.
Access Dashboard via CMS Portal: Real Time> Dashboard
The first screen/dashboard that the user will see after clicking on the Real Time tab will be:
General
The first tab in the Dashboard is "General." Here you will find the below metrics.
Access General via CMS Portal: Real Time> Dashboard> General
Definition of General Metrics:
| Metric Name | Definition |
|---|---|
| Agents Logged In | Total Number of Agents logged in to the system irrespective of the Agent Status at any given point in time. |
| PCS Response Rate | Total number of PCS feedback requested with the customer/ Total number of PCS feedback received, expressed as a percentage. This reflects the PCS response rate over 24 hours. The value gets reset at 00:00:00 every day. |
| CSAT Score (Customer Satisfaction Score) | Total of 4 and 5 ratings received in survey feedback/ Total feedback received. This reflects the CSAT score over 24 hours. The value gets reset at 00:00:00 every day. |
| VSAT Score |
Vendor Satisfaction Score. The value gets reset at 00:00:00 every day. VSAT Score (in %) = {Total Number of 1s (considering satisfied)/ Total number of survey response} * 100 |
Inbound
Access General via CMS Portal: Real Time> Dashboard> Inbound
Definition of Inbound Metrics:
| Metric Name | Definition |
|---|---|
| Active Calls | Total number of "Inbound Calls" that are active on the platform for that particular filtered Company / LOB. This includes calls that are getting established, ringing, and answered. This is a real-time value and keeps refreshing based on the interval. |
| Waiting for Calls in Queue | Total number of "Inbound Calls" that are on Queue for the particular filtered Company / LOB waiting to be answered by the Agents. This is a real-time value and keeps refreshing based on the interval. |
| Total Calls | Total number of "Inbound calls" that are received for the particular filtered Company / LOB over 24 hours. The value gets reset at 00:00:00 every day. This includes calls that are answered by agents, dropped in IVR and/or queue, or dropped by agents. |
| Offered Calls | Total number of "Inbound calls" that are received on all the Queues for that particular filtered Company / LOB over 24 hours. The value gets reset at 00:00:00 every day. |
| Answered Calls Within Threshold (Agent) | Total number of "Inbound calls" that are answered by the Agent within 30 seconds for the particular filtered Company / LOB (time starting from when the phone rings at the Agent's Portal) over a period of 24 hours. The value gets reset at 00:00:00 every day. The current default value is 30 seconds. |
| Answered Calls Within Threshold (Customer) | Total number of "Inbound calls" for the customers where the call is assigned to an agent within 30 seconds for the particular filtered Company / LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. The current default value is 30 seconds. |
| Abandoned Calls | Total number of "Inbound calls" that are not answered by the agent for the particular filtered Company / LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Abandoned Rate (%) | Abandoned Calls / Served Calls * 100. The value gets reset at 00:00:00 every day. |
| Served Calls | Total number of "Inbound calls" that are answered by the agent for the particular filtered Company / LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Dropped Calls in IVR | Total number of Incoming calls that are dropped by the user in the IVR stage over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Agent SLA (Service Level Agreement)% | Total number of Answered Calls within Threshold (Agent) / Offered Calls over a period of 24 hours expressed as a percentage. The value gets reset at 00:00:00 every day. |
| Customer SLA (%) | Total number of Answered Calls within Threshold (Customer) / Offered Calls over a period of 24 hours, expressed as a percentage. The value gets reset at 00:00:00 every day. |
| Average Handling Time in Minutes |
Total talk time in minutes / Total number of calls answered by the Agent over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Average Wrap-Up Time in Seconds | Total time spent by the Agent (in Seconds) for Wrapping up the call over a period of 24 hours. The time starts to count as soon as the call is ended, and the disposition page is shown. Clock stops when the Agents returns back to “Available or Busy State”. The value gets reset at 00:00:00 every day. |
| Agents in Ready Status |
Total number of agents who are in the "Available" stage for the particular filtered Company / LOB. This value is updated in real-time. |
| Total Call Duration | Total call duration for the inbound calls every day. The value gets reset at 00:00:00 every day. |
| Total Hanged Up (By Agent) | The total number of calls hung up from the agent's end for inbound calls. The value gets reset at 00:00:00 every day. |
| Total Hanged Up (By Customer) | The total number of calls hung up by the customer's end for inbound calls. The value gets reset at 00:00:00 every day. |
| Total Hanged Up (By Others) | The total number of calls hung up for other reasons like timeout of ring period, network issues, connectivity issues etc. The value gets reset at 00:00:00 every day. |
Outbound
Access General via CMS Portal: Real Time> Dashboard> Outbound
Definition of Outbound Metrics:
| Metric Name | Definition |
| Active Calls | Total number of "Outbound Calls" that are active on the platform for that particular filtered Company / LOB. This includes calls that are getting established, ringing, and answered. This is a real-time value and keeps refreshing based on the interval. |
| Average Holding Time in Minutes | Total talk time in minutes / Total number of calls answered by the Agent over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Total Calls | Total number of "Outbound calls" that are received for the particular filtered Company / LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. This includes calls that are answered by agents, dropped in IVR and/or queue, or dropped by agents. |
| Total Calls Less than 30 seconds | Total number of "outbound calls" that are made by the agent where the Talk duration is less than 30 seconds, over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Total Calls More than 30 seconds | Total number of "outbound calls" that are made by the agent where the Talk duration is greater than 30 seconds, over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Total Calls More than 50 seconds | Total number of "outbound calls" that are made by the agent where the talk duration is greater than 50 seconds, over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Pickup Rates |
Total percentage of the calls that got picked up by the end users over a period of 24 hours. The value gets reset at 00:00:00 every day. Pickup Call (%) = (Total number of outbound calls answered/ Total Number of outbound calls) * 100 |
| Total Call Duration | Total call duration for the outbound calls every day. The value gets reset at 00:00:00 every day. |
| Total Hanged Up (By Agent) | The total number of calls hung up from the agent's end for outbound calls. The value gets reset at 00:00:00 every day. |
| Total Hanged Up (By Customer) | The total number of calls hung up by the customer's end for outbound calls. The value gets reset at 00:00:00 every day. |
| Total Hanged Up (By Others) | The total number of calls hung up for other reasons like timeout of ring period, network issues, connectivity issues etc. The value gets reset at 00:00:00 every day. |
| Connected Call Percentage |
The percentage of outbound calls that are answered vs non-answered. The value gets reset at 00:00:00 every day. Connected Call (%) = (Total number of outbound calls answered with call duration > 0 seconds / Total Number of outbound unanswered calls) * 100 |
In-App Calling
Access General via CMS Portal: Real Time> Dashboard> In-App Calling
Definition of In-App Calling Metrics:
| Metric Name | Definition |
| Total Active Calls | Total number of "In-App Calling" calls that are active on the platform for that particular filtered Company / LOB. This includes calls that are getting established, ringing, and answered. This is a real-time value and keeps refreshing based on the interval. |
| Total Connected Calls | The total calls under the In-App Calling category where the connection was successfully established between the two parties. The value gets reset at 00:00:00 every day. |
| Total Registrations | Total users that have their provisions active in Toku's system. |