Dashboard indicators

A slide from the dashboard can have one or more indicators specific to the call center workflow.

Calls

This indicator displays as a chart, the percentage of processed calls from the total number of received calls. Under the chart Accolades will display two more values, as a text: the total number of calls and the total number of abandoned calls.

Average call duration (overall)

The indicator displays the average call duration, for the entire interval. Also, on the lower part of the indicator the shortest duration and the longest duration of a call will be displayed, for the entire interval.

Average call duration (last hour)

The indicator displays the average call duration, for the last hour. Also, on the lower part of the indicator the shortest duration and the longest duration of a call will be displayed, for the last hour.

Average waiting time (overall)

The indicator displays the average waiting time for a caller (for the entire interval), before being answered by an agent. On the lower part of the indicator the shortest duration and the longest waiting time for a call (for the entire interval) will be displayed.

Average waiting time (last hour)

The indicator displays the average waiting time for a caller (for the last hour), before being answered by an agent. On the lower part of the indicator the shortest duration and the longest waiting time for a call (for the last hour) will be displayed.

Queue load

The indicator displays the queue load for the waiting queue, divided into intervals. Depending on the entire duration, an interval can stretch between 10 minutes and an hour.

The interval length is determined by Accolades, according to the length of the displayed interval. For example, if the first shift is displayed (08:00 to 16:00) then at 09:00 Accolades will display 6 intervals of 10 minutes each. But at 15:00 the intervals will have a length of 30 minutes each.

The values are calculated using the following formula: (total call duration + total breaks duration ) / (entire interval duration * number of agents).

Queue load (overall)

The indicator displays the queue load for the entire interval.

The values are computed using the following formula: (total call duration + total breaks duration ) / (entire interval duration * number of agents).

Queue load (last hour)

The indicator displays the queue load for the last hour.

The values are calculated using the following formula: (total call duration + total breaks duration ) / (3600 * number of agents).

Top agents

The indicator displays the top agents, sorted by total number of processed calls.

The value is calculated based on the total number of calls, regardless of the corresponding waiting queue. For example, if agent A has 10 calls on the current queue and 5 calls on another queue and agent B has 5 calls on the current queue and 15 calls on another queue then, regardless of the displayed queue agent B will always be on top of agent A.

For each agent the total number of calls for all queues and total number of calls for the current queue is displayed.