The Agent Self-monitoring Reporting Dashboard (Inbound) is a standard dashboard created for agents to provide a quick summary of an agent's inbound call activity. As an agent, you use this dashboard as a self-evaluation tool and view your performance for the selected timeframe. The dashboard provides visibility into the number of calls you receive on a daily/monthly basis. It helps you quickly identify the gaps and shortcomings and thereby find measures to improve your productivity and performance.

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​Key Performance Index

Inbound Performance

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This gives you an idea about basic call metrics like:

1. Total Calls Offered: Total number of customer interactions offered to the agent.

2. Total Calls Handled: Total number of customer interactions in which both customer and agent connected.

3. Calls not Accepted: Total number of customer interactions that were rejected or missed.

4. % Abandoned Calls: Calls not Accepted / Total Calls Offered.

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Different Call Times

This widget provides an overview of the average time agents spend on calls and the activities they engage in during those calls. It includes the following metrics:

1. Average Ring Time: Average ring time maintained by an agent (Ring time - Agent / Calls taken)

2. Average Hold Time: Hold Time (Agent) / Total number of calls taken

3. Average Wrap Time: After Call Wrap-up Time (Agent) / Total number of calls taken

4. Handle Time (Agent): Overall call handling time (Talk time + Hold time+ Wrap Time)

5. Average Handle Time (CM): Handle Time (Agent) / Total number of calls taken​

Time in Different Status

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This metric measures the duration of time an agent spends in a specific status.

1. Time in status: Provides the time spent in a particular status (in that slot).

2. Availability status: States the agent's status (available/ unavailable/ manual/ ready/ busy/ aux time) that is marked into the console.​

Agent Status Assignment & Removal Time

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These metrics track the time-related aspects of agent availability and status changes:

1. Availability Status: States the agent's status (available/unavailable/manual/ready/busy/aux time) that is marked into the console.

2. Status Assign Time: Provides the particular status assignment time.

3. Time in Status: Provides the time spent in a particular status (in that slot).

Agent Log In - Log Out Report

1. Login Status: States if the Agent has Logged In or Logged Out of the console.

2. Status Assign Time: Provides the Login/ Logout status marked time.

3. Time in Login Status: Provides the time spent in Login status (in that particular slot).​

Call Summary

1. Conversation ID: Unique ID associated to the call.

2. Ring Time (Agent): Total time for which calls were ringing in console for an agent.

3. Talk Time (Agent): Total time spent by an agent in interactions with the customer.

4. Hold Time (Agent): Total time for which the calls were put on hold.

5. After Call Wrap-up Time (Agent): Total time spent in after call work/wrap-up.

6. Total Transfers Initiated: Number of times call transfer was initiated.

7. Total Transfers Connected: Number of times call transfer was connected.

8. Call Disposition: This will come from the call disposition screen (intent of the customer).

Daily Summary

1. Date: Date of the summary

2. Calls Handled: Total number of calls where customer and agent were both connected

3. Talk Time: Total time spent by an agent in interactions with the customer

4. Hold Time: Total time for which the calls were put on hold

5. After Call Wrap-up Time: Total time spent in after call work/wrap-up

6. Total Logged-in: Total logged-in time for that date