| Last refreshed:
Total Contacts Card
2,000
↑ 5.2% vs last week
Answer Rate Card
91.7%
↑ 1.2% vs last week
Avg Handle Time Card
04:12
↓ 0:18 vs last week
Service Level Card
30.4%
↓ 2.1% vs last week
SLA Compliance Gauge
30%
Target: 80%
CX Score Gauge
72
Good
Ops Efficiency Gauge
68
Good
Quick Stats
Calls Handled 1,840
Calls Abandoned 160
Avg Wait Time 00:46
Active Agents 25
Call Volume Trend (30 Days) Line Chart
Contact Type Distribution Donut Chart
2,000
Total Calls
Top Issues (Abandon Rate by CSQ) Bar Chart
Team Performance Summary Table
Team Calls AHT Answer % Status
Sales 382 04:17 94.5% Healthy
Support 415 03:52 91.3% Healthy
Billing 384 02:42 85.7% Warning
Technical 428 05:36 93.7% Healthy
General 391 02:57 78.3% Critical
Agent Performance Analysis
Active Agents
25
Currently logged in
Avg AHT (All Agents)
04:12
Target: 04:00
Overall RNA Rate
6.2%
Target: < 5%
Avg Utilization
54.8%
Talk + Work time
AHT by Agent (Top 10) Bar Chart
Talk Time vs Hold Time Scatter Plot
Agent Performance Matrix Matrix
Agent Ext Team Calls AHT Talk Hold RNA % Tier
Juan Kim x1000 Sales 82 03:28 02:45 00:18 3.7% High
Patricia Lopez x1001 Support 78 03:52 02:55 00:22 4.1% High
Gary Morgan x1008 Sales 85 04:02 03:12 00:20 5.9% Average
Timothy Patel x1007 Billing 69 04:48 03:45 00:28 6.2% Average
Patricia Chen x1002 Support 71 05:32 04:15 00:35 9.5% Needs Improvement
Priya Robinson x1012 Sales 76 04:15 03:22 00:23 5.3% Average
Rachel Wright x1014 Sales 88 03:42 02:58 00:19 3.4% High
Brian Phillips x1018 Billing 72 04:22 03:35 00:25 6.9% Average
CSQ Performance Analysis
Total CSQs Active
10
Contact Service Queues
Avg Queue Time
00:46
All queues
Avg Abandonment
8.0%
Target: < 5%
Avg Service Level
30.4%
Target: 80%
Calls by CSQ (Handled vs Abandoned) Stacked Bar
Hourly Volume Heatmap Matrix Heatmap
6am
8am
10am
12pm
2pm
4pm
6pm
8pm
10pm
12am
2am
4am
Mon
12
52
92
65
90
75
22
8
3
1
1
2
Tue
10
48
88
62
87
72
20
6
2
1
1
2
Wed
11
50
90
64
88
74
21
7
2
1
1
2
Thu
9
47
87
61
85
71
19
6
2
1
1
2
Fri
8
45
85
58
82
68
18
5
1
1
1
1
Sat
3
15
28
18
27
22
6
2
1
0
0
1
Sun
1
6
12
7
11
9
2
1
0
0
0
0
Low
Medium
High
CSQ Performance Details Table with Data Bars
CSQ Name SLA Target Total Handled Abandoned Abandon Rate Avg Wait SLA % Health
Sales_English 30s 174 166 8
4.6%
00:48 27.0% Warning
Sales_Spanish 15s 208 195 13
6.3%
00:46 28.4% Warning
Support_Tier1 15s 216 196 20
9.3%
00:45 31.0% Warning
Support_Tier2 30s 199 193 6
3.0%
00:40 36.7% Healthy
Billing_Collections 15s 211 183 28
13.3%
00:46 30.3% Critical
General_Inquiries 30s 186 162 24
12.9%
00:49 30.1% Critical
After_Hours 15s 205 180 25
12.2%
00:45 32.7% Critical
Real-Time Wallboard
Logged In Agents
111
Across all CSQs
Calls Waiting
16
Longest: 02:34
Calls Today
2,000
✓ 1,840 Handled ✗ 160 Abandoned
Current SLA
30%
Available
33
29.7% of logged in
Talking
42
37.8% of logged in
Not Ready
38
34.2% of logged in
Working (ACW)
21
18.9% of logged in
Agent Status Grid Real-time via DirectQuery
Juan Kim
Available
02:15
Patricia Lopez
Talking
03:42
Patricia Chen
Talking
05:18
Pamela Turner
Break
08:23
Min Smith
After-Call
00:45
Kimberly Martin
Available
00:32
Susan Lopez
Talking
02:15
Timothy Patel
Lunch
25:10
Gary Morgan
Reserved
00:08
David Park
Available
01:42
Kavita Campbell
Talking
04:33
Jennifer Suzuki
After-Call
01:15
Priya Robinson
Available
00:18
Christine Campbell
Meeting
15:45
Rachel Wright
Talking
01:58
Available
Talking
Not Ready
Working
Reserved
CSQ Real-Time Status Table - Auto-refresh 30s
CSQ Logged In Available Talking Waiting SLA % Abandon % Status
Sales_English 13 2 2 0 27.0% 4.6% Warning
Sales_Spanish 11 5 3 3 28.4% 6.3% Warning
Support_Tier1 8 1 7 2 31.0% 9.3% Warning
Support_Tier2 13 5 6 2 36.7% 3.0% Healthy
Billing_Collections 14 7 5 0 30.3% 13.3% Critical
Technical_Hardware 5 1 4 4 28.4% 6.9% Warning
General_Inquiries 14 2 2 1 30.1% 12.9% Critical
After_Hours 7 3 3 4 32.7% 12.2% Critical