The Overview tab provides you with a simple graphical display showing activity in the Call Center for the period you have selected. It shows where calls are arriving in the Center, which ACD Skill are handling the most calls, which are losing or overflowing calls because they have limited resources, and each ACD Skill's call handling performance. It's not a detailed view, just broad strokes. Further examination can be done on the Charts or Reports tabs.
Options Slide Out
Click this arrow once to slide out the options available for this display. This is slightly different to selecting an item from a drop down menu on the navigation bar. The single click option has been included on all Supervisor tabs to make it easier and much quicker to access the tab's options, something that you may need to do frequently when generating charts and reports.
This will be the period that the Overview statistics are prepared for. Usually it will be for the current day, 'Today', but you can choose any relative date, like 'Yesterday' or 'Last Week', as well as a specific date range if you require it. See Overview Options for details of how to change the period that the statistics are prepared for.
This arrow indicates the number of calls that have arrived for the period chosen. The height of the arrow is sized proportionally to the total number of calls that have arrived at the Call Center, so an ACD Skill with a larger arrow has received more calls than an ACD Skill with a smaller arrow. The two colours displayed in the arrow here show direct calls and overflowed in calls to the ACD Skill, each colour band sized proportional to the total number of calls arriving at the ACD Skill. The top colour, (green in this image), indicates calls arriving directly at the ACD Skill, and the bottom colour, (red in this image), indicate the number of calls overflowing in from other ACD Skills
The colours are configurable on a per user basis, see the Administrator Colours tab for details of how to change a User's colour palette.
This circle represents the total number of calls actually processed by the ACD Skill, not overflowed out or lost calls, and is sized for each ACD Skill proportionally to the total number of Call Center calls. Larger means more calls, smaller means less.
The colour of the circle is configurable on a per user basis, see the Administrator Colours tab for details of how to change a User's colour palette.
A simple histogram showing the calls handling breakdown for the ACD Skill, the full height of the histogram representing 100% of calls handled. The three colour bands shown above indicate answered, abandoned, and overflowed out calls, each colour band sized proportionally to the total.
The colours are configurable on a per user basis, see the Administrator Colours tab for details of how to change a User's colour palette.
A simple histogram to graphically show the ACD Skill's service level percent. The histogram is sized proportionally, 100% is full height. Bigger is better, smaller is worse.
The colour of the histogram is configurable on a per user basis, see the Administrator Colours tab for details of how to change a User's colour palette.
A simple guage to show average call handling performance for the ACD Skill. The guage shows averges for answer, abandon, talk, and wrap-up, the whole making up average call duration, which is displayed in the centre of the chart (black font). In the above image average call duration is 00:44 seconds. The red figure below is the average time to abandon.
The colours used to represent different averages are configurable on a per user basis, see the Administrator Colours tab for details of how to change a User's colour palette.
