Here the user is able to see:

• Campaign: Name of the campaign.
• Available: Amount of available agents.
• Pause: Amount of paused agents.
• Busy: Amount of agents on a call.
• Paused Busy: Amount of agents busy paused (agents which are on a call and paused at the same time).
• Wrap-Up: Agents on the Wrap-up state (time in which the agents can not receive a call to finish its management. The wrap-up time is established on the campaign configuration. This state starts when a call from a campaign is finished).
• Logged: Amount of logged agents.
• Total: Campaigns total agents. 
• Completed: Amount of completed calls.
• Abandoned: Amount of abandoned calls.
• ACD: Agents on hold (on the ACD).
• SL: Service level.
• SL 2: Service Level 2, considering the abandoned calls.
• Rate: Abandoned rate.
• Talked: Average talked.
• Hold: Average hold.

Campaign: Drop down where you select the campaign to display.

Dialers: When a campaign has dialers assigned to it, this logo will appear next to the combo that allows the user to choose between the different campaigns. By clicking on it, the user will be redirected to the Dialers section. See more about Dialers.

In this view you can see the exact status of a campaign, extensions and real-time statistics.

Agents Dashboard: Shows the amount and percentage of agents on their states (above the graphic we can see how many agents are logged in/total of agents in this campaign).
The states are:

• Not available: Those agents that are not logged in.
• Available: Agents logged without a call.
• Busy: Agents with an active call. 
• Paused: Agents on pause state. These can not receive a call and are not currently making a call.
• Busy paused: Agents on pause with an active outgoing call.
• Wrapup: Agents on the wrapup state can not receive a call during the wrapup time to finish its management. The wrapup time is established on the campaign configuration. The wrapup time starts when a call from a campaign finishes.

Calls Dashboard: Shows the amount of completed and abandoned calls (in case of outgoing are the unattended calls or the missed ones).

Time Dashboard: It shows exponential average time of Spoken and Waiting.

• Exponential average: The exponential average is a weighted average from data that emphasises the most recent data. Thanks to this, allows the administrators to react fast to any recent change. The exponential moving average is also known as "exponentially weighted moving average".
• Talked time average: Its the total average of talked time from all the calls made that day.
• Waiting average: Average of the total waiting time from all the calls started that day.

Service Level Dashboard: You can see the percentage of service level of the queue (configured in the campaign parameters). The Service Level is calculated every day. We remind you that the Service Level is the calls percentage that were attended by the agent before a stipulated time. There are two types:

• Incoming: Calls answered below the service level. In the Dashboard can be seen the service level in seconds for the calculus of that campaign.
  About the service level without abandoned(SLNA): In this measurement is taken into consideration the calls under the time limit without the calls that were abandoned previously to the time limit that was configured as threshold. The formula to calculate this, is: 
  SLNA= (completed inside the SL)*100 / total calls
  Where SL means Service Level
  
  For example, if a service level threshold is established for 20 seconds, the calls that are attended inside that time frame, increments the service level, same way, the calls that are attended after the established time, decreases the service level.
  In other words, if there are 100 incoming calls, from which 20 are attended after the established time, the service level is 80%.
  
  About the service level with abandoned(SLWA): In this measurement is taken into consideration the calls inside the time limit, and apart from it sums the abandoned calls inside the time limit established as threshold for the service level. The formula to calculate this:
  SLWA = (completed inside the SL + abandoned inside the SL)*100 / total calls
  Where SL means Service Level
  
  
• Outgoing: Duration equal to or less than the service level threshold configured.

Abandon Rate Dashboard: You can see the percentage of the rate of abandonment of a campaign. The abandon rate is the percentage of calls abandoned during the day. To calculate the abandon rate, all the abandoned calls are counted over the total calls, where for example if 100 calls were made and 20 were abandoned, the abandon rate will be 20%. The following calls are counted as abandoned:

• Abandoned by the client: Calls that the client finishes before it was answered.
• Abandoned by timeout: When a client is waiting to be answered, the call is placed on a waiting queue- That queue has a time called timeout which sets the time limit that the client will wait on that queue. If the call is not answered on that time, the call finishes and it will be registered as a abandoned call.

ACD Graphic: Shows the amount of calls in the ACD (in wait), on the graphic you can find the strategy of distribution of calls for the incoming campaign.

Searches: Both tables have a searching area that allows to filter rows of which columns happen to meet with what was searched for.

In the agents dashboard we can see the agents states. Under the dashboard, by clicking on this logo, will unforld filters to select what it is wanted to be seen in the Agents table. The selected filters will be marked with a tick. The filters are the following ones:

• Break: Filter the agents according to the break in which they are allowing a higher level of granularity when viewing the agents. About the break you can also display how many agents are currently in the break
• All: The list will unfols all the agents in that campaign.
• Not in Use: Agents without an active call in the portal.
• Busy: Agent with an active call. 
• Wrap-Up: Agents with this state can not receive incoming calls for a short period of time.
• Unavailable: Agents not logged in the portal.
• Unknown: Could not determine the state of this agent.
• Invalid: Agent wrong configured.
• Ringing: The agent has an incoming call.
• Ring in Use: The agent is making a call.
  
• On Hold: The agent is waiting to be attended.

Grid with list of agents that are assigned to that queue.

State: Color identifier extension state.

Type of call: Shows if the call is outgoing  (arrow up) or incoming (arrow down).

Name: Agents name.

Telephone: Technology and phone number of the agent.

Opened Forms: Total number of forms opened for each agent. Clarification: If the user left forms opened before logging off, this ones will still appear as opened. When the user logs in again, the forms will get closed. Have in mind the effects on dispositions, depending on the form assigned. 

Completed: Number of calls answered (inbound or outgoing).

Duration: Duration of the current or last call made.

Connected to: Telephone number of the last call or current call made or received.

Last call: Date / Time of last call answered.

Time: Shows the time that the agent is on the actual state.

Alert: Column where all configured alerts on the thresholds can be found. These are:

• Red alert icon: Inactivity time (it is shown when the agent passes the defined threshold without receiving any call)
• Yellow Telephone icon: Threshold 1 call time.
• Red Telephone icon: Threshold 2 call time.
• Red break icon: Break threshold.

Grid with a list of calls waiting (incoming).

Caller ID: Displays the number of the call.

Position: Shows the position of the call in the queue.

Wait: Timeout waiting for the call queue.

The user can also see the time he was logged in, time on breaks, spoken time and time he was free.

Free time is the time in which the agent was logged in without being on a break or making a call without having in count the time spoken during a break.

The resulting formula is: 

Free Time = Logged - Spoken - Break + Talked break.

Talked break: Is the time that, while being on a break the agent made calls.

Real break: Is the total break time, without the time being on a call during a break.

On the right, the user can see a timeline detailing his activities, a table that indicates the time spent on every break and a graph of the day by hour.

The graph is divided by hour, it shows the amount of calls and sms of the user (incoming and outgoing).

If the mouse pointer is placed over a specific time, the user can see the amount of calls and sms for that hour.

First Dropdown Menu

Allows the Supervisor to filter dispositions by Campaign. If nothing selected, system shows dispositions from all campaigns assigned to current supervisor. If it's a SuperUser will see all the Campaigns.

• If the Supervisor select a dialer a 'Dialer Status' button is shown, When he clicks on there the system redirects user to 'Dialer Status' screen for the selected dialer.
• If the Supervisor select a campaign a 'Camp Status' button is shown, When he clicks on there the system redirects user to 'Camp Status' screen for the selected campaign
• In the Camp Status and Dialer Status have a button for all campaigns to come back to dispositions dashboard.

Second Dropdown Menu

Allows the Supervisor to filter the table by disposition level.

If nothing selected, system shows all dispositions.

By Agent

When this box is checked the table shows the dispositions filtered by agent.

Time Range

Allows the user to put a time lapse using the clock buttons to see the dispositions.

If nothing selected, system shows all the dispositions from current day. 

Table shown

• Agent: When By Agent is checked this column is showed with the name of the agent who make the disposition.
• Column Level 1: Shows the Dispositions level 1.
• Column Level 2: Shows the Dispositions level 3.
• Column Level 3: Shows the Dispositions level 3.
• #: Shows the total of that disposition
• %: Shows the percentage of that disposition

Shows in graphics all the percentages for each disposition, in center it's Level 1, in the middle it's Level 2 and outside it's Level 3.

In the bottom side of the graphic is the total number of dispositions.

It's important to know that every Agent have a button to see his oun Dispositions Dasboard. To learn more about that look at Dispositions Dashboard.

Complete detail of all the HeyNow campaigns with its group of agents, where the supervisor can monitor everything in real time.

To get more information about this matter, please visit Survey Statistics.