REAL-TIME OPERATIONS

Live Monitoring & Command Center

System Live

Service Level

94.5%
✓

Abandonment Rate

4.2%
✓

Avg Handle Time

245s
~

CSAT Score

87.3%
~

Occupancy Rate

82.1%
~

First Call Resolution

78.5%
~

Calls in Queue

24
!

Avg Wait Time

187s
~

Agent State Board

Real-time status monitoring & supervision

Sarah Johnson

ID: A001
Available
Time: 04:05
Sales
Calls: 12AHT: 4:05
85%

Michael Chen

ID: A002
Busy
Time: 02:04
Support
Calls: 8AHT: 5:12
72%

Emily Rodriguez

ID: A003
ACW
Time: 00:45
Billing
Calls: 15AHT: 3:18
91%

James Wilson

ID: A004
Break
Time: 14:50
Sales
Calls: 6AHT: 4:27
68%

Priya Patel

ID: A005
Training
Time: 60:00
Onboarding

David Kim

ID: A006
Hold
Time: 01:07
Technical
Calls: 9AHT: 7:03
55%

Lisa Thompson

ID: A007
Available
Time: 09:27
Support
Calls: 18AHT: 3:09
88%

Robert Brown

ID: A008
Offline
Time: 00:00
Sales

Amanda Davis

ID: A009
Busy
Time: 05:12
Billing
Calls: 11AHT: 3:54
79%

Chris Martinez

ID: A010
Available
Time: 02:03
Technical
Calls: 7AHT: 5:56
82%

Jennifer Lee

ID: A011
ACW
Time: 01:29
Support
Calls: 14AHT: 3:21
76%

Kevin Anderson

ID: A012
Busy
Time: 07:36
Sales
Calls: 10AHT: 4:38
64%

Michelle Garcia

ID: A013
Available
Time: 13:09
Billing
Calls: 16AHT: 2:56
93%

Daniel Taylor

ID: A014
Hold
Time: 00:23
Support
Calls: 5AHT: 7:25
48%

Stephanie White

ID: A015
Break
Time: 20:00
Sales
Calls: 9AHT: 3:54
71%

Ryan Clark

ID: A016
Available
Time: 03:54
Technical
Calls: 13AHT: 5:12
85%

Nicole Lewis

ID: A017
Busy
Time: 11:18
Billing
Calls: 19AHT: 2:47
89%

Brandon Walker

ID: A018
Offline
Time: 00:00
Support

Rachel Hall

ID: A019
Available
Time: 07:25
Sales
Calls: 11AHT: 4:49
77%

Tyler Allen

ID: A020
ACW
Time: 02:36
Technical
Calls: 8AHT: 6:38
62%

Active Call Monitor

C007

CU1357

inbound
AgentAmanda Davis
Duration03:54
"Thank you for calling our support center, I'm checking that..."
Sentiment71%

C008

CU9753

inbound
AgentChris Martinez
Duration01:29
"Thank you for calling our support center, I'm checking that..."
Sentiment65%

C011

CU7531

inbound
AgentDaniel Taylor
Duration09:27
"Thank you for calling our support center, I'm checking that..."
Sentiment28%

C025

CU1475

inbound
AgentChris Martinez
Duration06:52
"Thank you for calling our support center, I'm checking that..."
Sentiment58%

Queue Monitoring

Total Waiting: 29

Sales Inbound

SLA: 85%

Waiting

12

Longest

02:00

Active Agents
87

Customer Support

SLA: 90%

Waiting

8

Longest

03:00

Active Agents
187

Technical Support

SLA: 80%

Waiting

5

Longest

05:00

Active Agents
66

Billing

SLA: 85%

Waiting

3

Longest

02:00

Active Agents
44

VIP Support

SLA: 95%

Waiting

1

Longest

01:00

Active Agents
32