Dashboard Overview

The Ziwo Dialer Dashboard provides a comprehensive, real-time view of all your call center activities. It serves as the central hub for managing interactions, monitoring agent performance, and tracking system activity.

Key sections on the dashboard include:

Current Agents on Calls: Displays the number of agents currently engaged in active calls, giving you a snapshot of how many agents are handling customer interactions at any given moment.
Current Active Queue Calls: Shows the number of calls currently in the queue, waiting to be picked up by an available agent.
Current Waiting in Queue: Indicates the total number of calls waiting in the queue for an agent to answer, helping you track potential delays or high call volume.
Total ACD Calls: Represents the total number of calls routed through the Automatic Call Distributor (ACD) system, reflecting the volume of calls handled by the call center.
Total Calls Landed in IVR: Tracks the total number of calls that have entered the Interactive Voice Response (IVR) system, providing insight into how many callers are navigating through automated menus.
Total Clean Calls Inbound: Refers to the total number of inbound calls that were answered and handled by agents without being abandoned or interrupted.
Total Abandoned Calls: Indicates the number of inbound calls that were disconnected by the caller before being answered by an agent, which can help identify potential issues with wait times or call routing.
Average Queue Waiting Time: Shows the average amount of time callers have spent in the queue before speaking to an agent, helping assess whether your service level goals are being met.
SLA (Service Level Agreement): Displays the percentage of calls answered within a predefined time target, allowing you to measure how well you are meeting customer expectations.
Total Clean Calls Outbound: Represents the total number of outbound calls successfully made, where the call was answered and completed without being abandoned.
Queues: Provides a list of all active call queues, showing the status of each, such as the number of calls in the queue, average wait times, and agent availability.
Agents: Displays a list of all agents, including their current status (Available, On Call, Idle, etc.), allowing supervisors to easily monitor agent activity and workload.