Using the Live Service feature in the Contact Center app, you can view the Average and Longest waiting time. It represents the number of online, offline, and away agents in the pictorial representation. You can also view the number of active calls going on.
Steps to configure
- Log in and access the Contact Center app from the universal navigation bar.
- Click on the Dashboard → Live Service from the left navigation panel.
- On the Live Service dashboard, you can view three sections.
1. Today Service Level
2. Active Agents
3. Active Calls
About Today Service Level
- The Today Service Level feature in the Contact Center app explains the Average Waiting Time and Longest Waiting Time for the day.
- Average Waiting Time - It’s nothing but the time a customer waits in a call to talk with the agents.
- Longest Waiting Time - Longest waiting time is nothing but how long the customer waits for the agent to talk.
About Active Agents
- The Active Agents feature in the live service shows the pictorial representation of the online, offline, and away agents.
- Online - shows how many agents are online.
- Offline - shows how many agents are offline.
- Away - shows how many agents are away.
About Active Calls
- The Active Calls feature shows the number of ongoing active calls.
