Live Reports Show Real-Time Call Queue and Agent Activity

January 22, 2020

December 18, 2017

June 30, 2021

Live Reports on your Telzio Dashboard displays real-time call activity on your queues including agent status and important call statistics. Live Reports includes:

the number of callers waiting in each queue,
the average hold time in each queue,
the number of active calls in each queue,
the number of agents available in each queue,
a log of most recent calls, and
agent availability and their assigned queues.

With Live Reports, you get a concise overview of important data you need to manage your phone lines, and a slick, eye-catching screen that you can throw up on a monitor in your office and watch all day. The information is updated in real-time so you don’t even need to refresh your page to see current data.

How to Access Live Reports

Navigate to Live Reports by clicking on the drop-down in the top right corner of your Telzio Dashboard. Access to Live Reports is available to all of your Users and Admins as part of your Telzio service, so your agents and managers can stay on top of phone activity.

Live Reports are included for all of your Telzio Users and Admins at no extra cost.

Live Reports gives your team a visual way to be proactive about call management and ensure:

customer calls are being resolved quickly,
on-hold times are low, and
agents are not idle.

You can see when there’s a high volume of calls coming into certain queues and the availability status of all your agents. With this kind of information, managers can take the necessary steps to avoid weak spots in your customer service process.

What You’ll Find in Live Reports

Under Live Reports, you’ll find important information that’s updated in real-time, including:

a Snapshot,
Queues,
Live Calls, and
Agents.

We’ll go into more detail about each of those sections below.

Snapshot

In the top corner, you’ll find a snapshot of your current phone activity.

Talking – total number of active calls
Waiting – total number of calls in a queue
Avg. Hold Time – average hold time of calls

Queues

On the left, you’ll see the names of your Queues and its designated color. The colors help you identify which queues your agents are in with a corresponding circle next to their name. We’ll dive into the Agents section more below.

Currently, you can view up to 10 queues in Live Reports.

Queues in Live Reports

Indicator DefinitionsTalkingnumber of current active callsWaitingnumber of callers currently waiting for an agentIdle Agentsnumber of agents available (online but not on a call)Avg. Hold Timeaverage number of minutes callers are waiting in queues

Live Calls

Under the Live Calls section, you’ll find the most recent calls along with:

the caller’s phone number,
call direction (inbound or outbound),
the call duration, and
the call status.

Currently, you can view up to 60 calls in Live Reports.

Indicator Definitions

Inbound Call

Outbound CallIn Flow Caller is in a Call FlowWaiting (Black)Caller is on hold in a QueueTalking (Blue)Caller has been connected to an AgentRinging (Purple)Caller is being connected to your number

Agents

In the Agents section of Live Reports, you’ll find a list of your agents and their current status. This section will tell you:

if an agent is on a call,
what queues the agent is assigned to, and
which agents are online/offline.

Next to the agent’s name, you’ll see a colored circle and initial that correlates to the queue. For example, aSimmons is taking calls from the Sales queue, indicated by the blue S.

Currently, you can view up to 60 agents in Live Reports.

Indicator Definitions

Agent is on a call

Agent’s phone is ringing

Agent is available

Agent is offline

Here is a screenshot of Live Reports, but remember that it updates in real-time! Scroll back up to see the video of it in action, or log into your Dashboard now.