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Dashboard in the App

Dashboard in the mobile app displays the same SLA and statistics & counters shown in the Supervisor workspace on the web.

This section is available only for default Administrators & Managers, or the custom roles with the view & manage access to the Supervisor workspace.

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Service level

SLA (Service Level Agreement) shows the percentage of calls for a given period of time that have been answered within the set threshold parameter (the deadline for the agents to answer the incoming calls). You can limit the SLA period to the last 5, 15, 30 and 60 minutes.

Statistics & counters

There are two types of counters: based on real-time calls and the calls for the past hour.

Real-time counters:

  • Online calls: ongoing calls;
  • Waiting calls: calls that are currently in the queue;
  • Longest waiting time: for the caller that’s waiting for the longest time in the queue.

Counters per last hour:

  • Missed calls: missed calls for the last hour;
  • Average waiting time: average waiting time for the last hour.