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KPIs and real-time statistics on the dashboard

About the dashboard
What you see on the dashboard
Abbreviations shown on the dashboard
Managing issues you see on the dashboard

About the dashboard

In One Net Call Centre, you can view key performance indicators and other statistical information in real-time on the dashboard. Your administrator configures how often the information is updated. The dashboard can be projected and used as a wallboard.

To view the dashboard, select Dashboard from the top of the screen.

What you see on the dashboard

You can see all your organisation's queues and information about all the agents assigned to those queues.

Call Centre Dashboard window

The top half of the dashboard shows queue statistics and the bottom half shows agent statistics.

To see agent statistics, select or clear the Show agents option for each queue. All the agents subscribed to your selected queues appear in the agent statistics area.

You can select queues and agents on the dashboard, and then perform tasks.

Some statistics might be highlighted red or yellow. This is due to performance thresholds.

Abbreviations shown on the dashboard

EWT

Expected waiting time

The predicted amount of time that calls are in that queue before they are answered.

AHT

Average handling time

The average call duration for that queue.

ASA

Average speed of answer

The average amount of time that calls are in that queue before they are answered.

Managing issues you see on the dashboard

Normally you cannot perform tasks on a queue that you do not monitor. When you select a queue from the dashboard that you aren't monitoring, One Net Call Centre allows you to temporarily monitor the queue so that you can perform urgent tasks.

To manage an issue you see on the dashboard

  1. To manage an issue with a queue, select the queue.

    One Net Call Centre takes you directly to the queue in Queued calls.

  2. To manage an issue with an agent, select the agent.

    One Net Call Centre takes you directly to the agent in Contacts > Agents.

Can't find what you're looking for?

Your One Net Business administrator

Talk to the One Net Business administrator in your company. They understand your system best.

FAQs

See this section to find answers to your questions and solutions to any issues.

FAQs

Contact us

Only for One Net Business administrators: contact us if you have any questions.

Contact us

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