Live stats provide a near Real-Time dashboard and an overview of the live data for the Toku Agent Portal.
Access Live Stats via Toku Agent Portal: Agent Portal> Login> Live Stats - Queue
The default screen/dashboard that the user will see after clicking on the Live Stats tab will be Queue:
Live Stats - Queue provides users with an overview of the high-level statistics for all the listed queues. Agents will be allowed to view queues for which they have access to.
Live Stats’ Queue Filters
The total number of Queues for the LOBs is shown on the Live Stats page in the top left corner which the Agent/Supervisor is assigned to.
Search Tab: Allows users to search the desired queue name to get the overall statistics.
Refresh Rate: The Refresh Rate on a live stats queue page refers to how frequently the data on the page is updated. Here are the options provided:
- 60 seconds: The data refreshes every 60 seconds (1 minute).
- 45 seconds: The data refreshes every 45 seconds.
- 30 seconds: The data refreshes every 30 seconds.
- 15 seconds: The data refreshes every 15 seconds.
Choosing a shorter refresh rate means the data will be updated more frequently, providing more real-time information. However, it may also increase the load on your system and network. Conversely, a longer refresh rate reduces the frequency of updates, which can be less demanding on resources but may result in slightly outdated information.
The default screen that the user will see after clicking on the refresh rate will be:
Filters: This dropdown option allows users to filter based on the factors below:
- Queue: Allows users to filter based on the selected name of the queue. Users can select from the “All” option or check one or more queue names to filter the data as per requirement.
Clear All: This button allows users to clear all the selected filters.
The Live Stats for the Queue changed and reset after a day/24 hours which is 00:00:00 to 23:59:59 today.
Live Stats’ Queue Fields
| Field Name | Definitions |
| Queue | This field indicates the name of the queue. |
| No. of Waiting Calls | This field shows the total number of calls that are currently waiting in the queue. |
| Longest Waiting Time | This field displays the maximum waiting time for a call in the queue, following the FIFO (First In, First Out) principle. The longest waiting time can be customized in the Admin Portal and will be highlighted in light red once it exceeds the configured duration. INSTRUCTION for Vibhu - calls in queue do not always follow FIFO, calls which came in later can be answered early based on priority too. You can check and adjust the statement accordingly. |
| Agent Available | This field shows the total of the number of agents in a ready or available state for the queue. |
| Total Agent Busy |
This field shows the total number of agents who are busy or in the not ready state for the queue. Formula: Total count of agents in Agent Busy (Inbound) + Agent Busy (Outbound) + Agent Busy (Auto Dialer) + Agent Busy (Other) |
| Agent Busy (Inbound) | The total number of agents handling inbound calls. |
| Agent Busy (Outbound) | The total count of agents handling the outbound calls. |
| Agent Busy (Auto-Dialer) | The total count of agents who are handling calls from auto dialer and agents in the Reserved state (state where agents are locked by the system reserving them for an outbound call being initiated by the system. Time before autodial call for which agents can be locked is configurable.) |
| Agent Busy (Other) | The total number of agents in any other state than the In-call state and Reserved state and the Wrapup state. |
| Agent Wrap-Up | This field shows the total of the number of agents who are on the wrap-up process page for the queue. |
Sorting Up and Down
-
Arrow Up: The user should be able to view data from the Lowest number to the Highest number.
-
Arrow Down: The user should be able to view data from the Highest number to the Lowest number.
Sorting for "Name" field: A-Z (Arrow Up): The user should be able to view data from the queue names in alphabetical order, from A to Z.
Sorting for "Name" field: Z-A (Arrow Down): The user should be able to view data from the queue names in alphabetical order, from Z to A.
5. When the agent logs in, the default status should be busy.
6. Refresh Rate set by a user in any tab of Live stats i.e. within Queue or Agent, setting will be applicable to all. There is no option to set different refresh rates for Queue and Agent tabs.
Comments
0 comments
Article is closed for comments.