Analysis in Real Time

The goal of the Real Time report is to provide an overview of agent and group activity as it occurs. Filter options are limited in this report type, since the report is designed to focus on data within the time scope of either:

Today
This hour

Users authorized to oversee multiple groups can also filter for the groups they want to see data for.

Stat Cards

Stat cards are not clickable within this report type. Statistics only apply for calls actively in progress or in queue within the limited time scope.

Card Name	What it is
Total calls	A tally of all incoming or outgoing calls within time range
Waiting queue	The number of inbound callers currently waiting to be answered
Answered calls (inbound)	A tally of inbound calls answered by an agent, which took place within the time range
Missed calls (inbound)	A tally of inbound calls that were missed for any reason within the time range
Outbound calls answered	A tally of outbound calls answered by the called contact or lead, which took place within the time range
Inbound calls	The sum of Answered calls (inbound) and Missed calls (inbound) for the given time range
Avg. waiting time	A time to represent the average time an inbound caller would have spent waiting in the queue to be answered or transferred (Total Waiting time of all callers ÷ number of inbound callers within time range)
Max. waiting time	The maximum time an inbound caller spent waiting in the queue to be answered or transferred
Agents online	Number of agents currently with an `Online` status

Avg. and Max. waiting time cards include calls that were abandoned. The time shown does not include time spent in IVR.

The Agents online card counts any agent with an Online status. On Call statuses (for when the agent is actively in a call) and Idle statuses are NOT counted.

On Call vs. Online status for Agents online card

Agent Status

The Agent Status table is where you can see available agents, agent status types, status names or custom inputs for Idle statuses, and the time since a status was changed. Agents given access to the Real Time report can use this table to check the availability of other team members before changing their own status. Supervisors also benefit from gaining an overview of team capacity and agent productivity throughout the workday.

For Idle statuses, the status name appears in a blurb within the Status Type column. Both custom entries and default selections will be displayed.

By selecting a column header, you can sort this table in ascending or descending order by:

Agent name (alphabetical)
Status Type availability—Online statuses float to the top, Offline float to the bottom
Time in status

Active Calls

Select Active Calls in the table header to switch to this table view. Active Calls displays the call queue as it happens in real time. For both outbound and inbound calls, you can see:

Caller Name—This is the contact. This may be the caller (inbound calls) or callee (outbound).
Group Name—This shows the group when the call is answered or made via a group. Direct to agent calls will show as Direct.
Number—This is the contact or lead number.
Agent
Duration—This includes ringing time for outbound calls and waiting time for inbound calls, in addition to talk time.
Talk Time

Calls in Queue

Select Calls in Queue in the table header to switch to this table view. Calls in Queue shows inbound calls currently waiting to be answered. As soon as a call is answered, it will move out of this table and into the Active Calls table.

You will be able to see the same call data as in the Active Calls table, with the exception that Time In Queue replaces the Talk Time column. Time in Queue tracks time from the moment the call is made until the moment it starts ringing. The value seen here changes to Ringing when the call has reached the front of a queue and is ringing on the group or agent.

If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!