Outbound Calls: The Real-Time Outbound dashboard is designed to monitor and manage outbound calls of the live data for the admin portal.
To access the Real-Time, Outbound Calls tab in the Toku Admin Portal select Admin Portal > Real-Time> Calls > Outbound.
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: Allows users to see Real-Time from a specified duration. Users can pick a start period and an end period and view the data from that timestamp.
Page screenshot is available:
| Field Name | Definitions |
| Total Calls | Total number of "Outbound calls" that are received for the particular filtered 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. |
|
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 Call Duration | This field displays the average duration of the outbound calls. The value gets reset at 00:00:00 every day. |
| Connected Calls (%) |
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
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