Stats Grid
Stats Grid
The Stats Grid summarizes the most important metrics in a simple and concise format by displaying the values with color-coded backgrounds to quickly identify if the stat value limit has been reached or exceeded.
The Call Center Supervisor can set upper and lower limits for the metrics.
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Background Color:
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Green = the value is below the lower threshold
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Yellow = the value is at or above the lower threshold and below the upper threshold
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Red = the value is at or above the upper threshold
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White = the threshold has not been configured, such as is the default for CA and CV
Metrics & Definitions
CW (Calls Waiting): The number of callers waiting in the selected queues or all queues if none are selected.
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AWT (Average Wait Time): The average time spent by callers in the queue before being answered by or sent to an agent.
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AHT (Average Handling Time): The average of the total times in Talk Time, Hold Time, and Disposition Time.
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SL (Service Level): The ratio of calls meeting the service level agreement is configured under the general tab of the stats grid settings.
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ABN (Abandon Rate): The percentage of calls abandoned, over the total calls offered.
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CA (Calls Answered): The number of calls answered by all agents in the call queue.
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CV (Call Volume): The number of calls originating in the call queue, including abandoned calls, answered calls, voicemails, and forwards.
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If the Stats Grid thresholds are not configured, then the grid will default to the following behavior:
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Lower thresholds are 0 (blank) and will color-code as yellow when they reach 70% of the default upper threshold value.
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The CW (Callers Waiting) upper threshold is 5.
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The AWT (Average Wait Time) upper threshold is 60 (seconds).
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The AHT (Average Handling Time) upper threshold is 240 (seconds).
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The ABN (Abandon Rate) upper threshold is 15 (percent).
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CA (Calls Answered) and CV (Call Volume) do not have default upper thresholds and will color-code as white, no matter the number of calls answered or the call volume.
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To edit the Stats Grid, click on the Settings button located right above the Stats Grid panel. In the settings dialog menu, you can turn on/off viewing of the stat and the upper and lower thresholds. If you are looking to set the Service Level Agreement value, then go to the General tab of Settings menu.
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