Inbound Calls: The Real-Time Inbound dashboard is designed to monitor the inbound calls performance metrics in near real-time.
To access the Real-Time, Inbound Calls tab in the Toku Admin Portal; select Admin Portal > Real-Time> Calls > Inbound.
Users will view the below screen with two filters:
1. Page Refresher in Seconds: This filter allows users to set the interval for automatic screen refreshes, ensuring new data is added regularly. For example, if the user sets the interval to 60 seconds, the Real Time screen will refresh automatically every 60 seconds.
2. Filters: This dropdown option allows users to filter based on the Date and Time.
Date & Time: By default, this dashboard allows data for the day and keep refreshing with the latest data as per set refresh interval. Date & Time allows users to see performance metrics for selected duration. Users can pick a start period and an end period and view the data from that timestamp. Real-time dashboard allows data up to 100 days in the past.
Page screenshot is available:
| Field Name | Definitions |
| Total Calls | Total number of Inbound calls that are received including Answered, Missed, and Rejected by agents for the particular filtered 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. |
|
Active Calls |
Total number of Inbound Calls that are active on the platform for that particular filtered LOB. This includes calls that are getting established, ringing, and answered. |
| Waiting in Queue | Total number of Inbound Calls that are on Queue for the particular filtered LOB waiting to be answered by the Agents. |
| Abandoned Calls (%) |
Total number of Inbound calls that are not answered including missed/rejected calls by the agent for the particular filtered LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. Formula: Abandoned Calls / Served Calls * 100. |
|
Service Level |
Total Calls Handled within < 2 minutes / Total inbound Calls Handled for the particular filtered LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Answered Calls (%) | Total number of inbound answered calls/Total calls *100 for the particular filtered LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Offered Calls | Total number of Inbound calls that are received on all the Queues for that particular filtered LOB over 24 hours. The value gets reset at 00:00:00 every day. |
| Call Answered within 5 minutes (%) | Total calls answered within 5 minutes for the particular filtered LOB over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Average Waiting Time | |
| Average Call Duration | This field displays the average duration of the outbound calls. The value gets reset at 00:00:00 every day. |
| Average Wrap-Up Time | 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. |
IVR Calls
| Field Name | Definitions |
| Total Calls | The total number of inbound calls for the particular filtered LOB. This reflects the total number of calls received over a period of 24 hours. The value gets reset at 00:00:00 every day. This includes calls that are answered by agents, self-served by IVR or dropped in a queue. |
|
Active Calls |
The Total number of "Inbound Calls" currently handled by the agents' filtered LOB waiting to be answered by the Agents. This includes calls that are getting established, ringing, and answered. This is a real-time value and keeps refreshing based on the interval. |
| Dropped Calls (%) |
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