Dialer Real-Time Report

The Dialer Real-Time Report allows you to view the data of agents in real-time, number of active calls, agents on call, and other information. It also shows data for logged-in agents, agent status, number of outbound and inbound calls, agent available time, total break time, and total in-call time.

Click on Reporting then the Dialer Real-Time Report tab on the side navigation to view it.

Set Listen/Whisper/Barge Destination

This button will help you to set the destination of Listen/Whisper/Barge.

1. Click the Set Listen/Whisper/Barge Destination button on the bottom-right corner of the page.

2. Select the destination.

More

Click the More button on the bottom-right corner of the page to view more real-time fields.

You can now check the agent's current status (On-hold, On Call, Ready) under the Status column.

Field	Description
Active calls	The total number of active calls.
Calls Today	The total number of calls on a particular day.
Outgoing Answered Calls	Total number of outgoing calls answered.
Outgoing Dropped Calls	Total number of outgoing calls dropped.
Incoming Answered	Total number of incoming calls that were answered.
Incoming Missed	The total number of incoming calls that were missed.
Calls Ringing	The total number of calls in the ringing state.
Calls Waiting In Queue	The total number of calls that are waiting in queue (incoming).
Incoming Queue Missed	Total number of missed incoming calls through the queue.
Incoming Agent Missed	The total number of incoming calls missed by the agent.
Dialable Leads	The number of leads that are left to dial.
Dialed Leads	Total number of dialed leads
Logged In Agents	The total number of agents who have logged in.
Paused Agents	The total number of agents who are on a break.
Agents On Call	The total number of agents who are on call.
Agents Not On Call	The total number of agents who are not on call.
Agents In Disposition	The total number of agents who are marking down the output of the call.
Drop Percentage	The number of calls picked by the customer but missed by the agent.
Agent Name	Name of the agent.
Status	Activity done by the agent, for example, On Hold, On Call, Ready.
Status Duration	Total time spent on doing the activity.
Campaign	Name of the campaign.
Answered Calls	The total number of outgoing and incoming calls answered by the agent.
Missed Calls	Total number of outgoing and incoming calls missed by the agent.
Total In-Call Time	Total time the agent was on call.
Total Break Duration	Total time the agent was on break.
Total Available Duration	Total time the agent was available.
Action	The action you want to take for the particular call: Listen: Silently monitor an ongoing call. Whisper: Talk to the agent without the client knowing about it. Barge: Initiate a three-party conference call. Hang-up: Hang-up the call instantly. Forced Logout: Log out instantly.