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 can 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.

We have explained some common use cases below.

Key Performance Index

Call Metrics

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

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

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

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

Different Call Times

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

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

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

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

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

Time in Different Status

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

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

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

Status Assign Time: Provides the particular status assignment time.

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

Agent Log In - Log Out Report

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

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

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

Call Summary

Call Summary

Conversation ID: Unique ID associated to the call.

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

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

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

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

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

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

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