In this table, you will be able to see a real-time snapshot of all the calls and media currently in progress in your call center, including the ones waiting in the IVR or any of your queues.
- From: the number, name or email of the person who is calling or sending media.
- To: the number or email of the person or queue who received the call or media.
- Start time: show the date and start time of the call or media.
- IVR Duration: the amount of time spent in the IVR.
- Queue Duration: the amount of time spent in the queue.
- Call Status: status of the call (i.e., IVR, Queue, Answered)
- Offer Duration: the amount of time the agent waited before answering the call or media.
- Queue: the queue where the call/media was placed or received
- Media Type: the type of channel used (Voice, Email, Live Chat, Voicemail, SMS etc.)
- Agent: the agent handling the media (if applicable). If the call is still in the IVR or queue, no agent will appear here.
- Total Duration: the total amount of time the media was handled (IVR Duration + Queue Duration + Offer Duration)