This article provides a common use case for tracking team involvement using Statistics features available for Expert, Custom, and Essential users. For a general layout of Statistics page features, check out this help document.

Monitor Operator Statistics

Statistics are the default display of your CloudTalk Dashboard. We can monitor the participation of current operators in real-time using Wallboards or the Realtime dashboard. Wallboards features are available for Expert and Custom clients while the Realtime dashboard is available for Expert, Custom, and Essential users.

There is a separate reference to learn more about how to adjust calculations via Settings for Wallboards and Realtime dashboard.

Number of Calls Taken

Monitor the number of calls an operator has taken for the given period and check the current call of a designated operator.

  1. Click the dropdown arrow next to Statistics. From the tab options given, click on Wallboards.

  2. The Wallboards page allows you to view all current Operators as well as current Groups - calls. In either of these bottom two boxes of information, click the cog icon to open Settings.

    Here you can choose the time filter for the time period you want to focus on, from the last hour up until the last five minutes.

  3. In the Operators box, you can look in the Number of Calls column to compare the number of calls taken by operators listed.

  4. You can confirm the number of Active Operators in each group by checking the column header of the same name in the Groups - calls box.

Group Success Summary and Operator Status

Analyze the call success rates of different groups in real time and view the list of operator statuses on the Realtime dashboard.

Current Server time is shown in the upper right hand corner. Stats auto-update based on a time interval which can be adjusted under Realtime dashboard in Account>Settings. The blue ring represents this time as it elapses.

  1. Scroll down to view the box labeled Group summary. Here you can check the number of Operators and observe the Abandon. Rate and Avg. Waiting Time which callers being queued to this group are experiencing.

    This information provides helpful feedback for adjustments to be made to incoming call routing.

  2. Scroll down to the bottom section labeled Operator status to view the Status of an individual operator and the number of Calls an operator has made or received.

Related Links

How to Use Statistics

How to Track Agent Productivity

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