Real Time Reporting

Real-Time Reporting provides live insights into call center activities, ensuring that supervisors and managers can monitor performance and operational metrics as they happen. The following reports are available under Real-Time Reporting:

Report	Description
Active Calls	Displays all ongoing calls, providing details such as the caller, agent, call duration, and current status.
Agent Real Time	This report shows real-time data for agents, including their current status, the number of incoming and outgoing calls handled, total available time, and time spent on breaks and in calls. Note: To view the Agent Real-Time report, ensure that the "Manage Multiple Logins" setting is disabled on the Profile page.
Department Wallboard	Provides live reports for each department, displaying details such as department status, call strategy, and the total number of calls answered or missed. It also includes agent-specific information, such as their name, intercom ID, and the calls they have received. This report helps to assess which departments are using which strategies and allows for adjusting strategies to improve efficiency.
Dialer Real Time	The Dialer Real-Time Report provides live data of agents, including the number of active calls, agents currently on calls, and other relevant information. It also displays data for logged-in agents, including their status, the number of inbound and outbound calls they’ve handled, available time, total break time, and total time spent on calls.