Dashboard Overview
Overview:
The dashboard is your all-in-one hub for viewing analytics and stats that can help you enhance your performance.
Table of Contents
How to access PBX.IM 's Dashboard
To access PBX.IM , simply go to https://app.pbx.im/login and enter the credentials you've created when signing up for using PBX.IM .
Admin view
As an admin, you will have access to multiple insights and data about your agents, call queues, and overall call performance. We will go through each of the following sections one by one and explain how you can use them:
- Filter section
- Summary
- Queue Call Stats
- Queues
- Agents
Filter section
On the filter section you will be able to see the following:
Time and Date
The current time and date when you log in.
Queue Selector
Allows you to filter the displayed data by specific call queues. Read more about this functionality in this section-> ✅Call Queues .
Team Selector
Allows you to filter the displayed data by specific teams.
Date Selector
Allows you to select the date for which you want to view the call data
Summary
In the summary section, you will see an overview of the most important metrics as follows:
Live calls
The number of ongoing calls at the moment is displayed, with a breakdown by call type in our example: 18 live calls, 11 queue calls, 1 inbound, and 11 outbound.
Queue Calls
Information about calls in the queue includes a breakdown of waiting calls, maximum waiting time, the number of calls answered, and SLA usage. In the example above, the split is as follows: 48 queue calls, 1,135 waiting calls, maximum wait time of 04:26, 84 answered calls, and an SLA of 87%.
Inbound Calls
Here, you get an overview of inbound calls, along with detailed stats on answered calls, unanswered calls, and average talk time. The data presented in the example above is as follows: 82 inbound calls, 56 answered calls, 27 unanswered calls, and an average talk time of 07:32.
Outbound Calls
This is similar as inbound calls. You will be able to see the same stats.
Total Calls
In this section, you will see the total number of calls handled. In our example, there are 122 calls with an average talk time of 07:32 and a total talk time of 14:52:46.
Call Stats
How to use it:
Chart:
- Answered (Blue Line): This line represents the number of calls that were answered over time. The area under the blue line indicates the volume of answered calls.
- No Answer (Red Line): This line represents the number of calls that were not answered over time. The area under the red line indicates the volume of unanswered calls.
Toggle options:
- Calls / Time: This option allows switching between viewing the number of calls and the duration of calls over time.
Calls option
Time option
Chart Type: This option allows switching between different types of charts (line, bar & pie chart) to visualize the data.
Bar chart
Pie chart
Queues Section
Name
The name of the queue. In our example you can see:
- Returning customers
- Client support
- Escalated calls
- Urgent requests
- Regular clients
- Weekly discount
- One-time clients
Live calls
Number of calls currently live in the queue.
Waiting calls
Number of calls waiting in the queue.
Longest Waiting Call
The longest time a call has been waiting in the queue.
Avg. Wait Time
The average waiting time for calls in the queue.
Available agents
Number of agents available for the queue.
Agents on call
Number of agents currently on a call in the queue.
Total agents
Total number of agents assigned to the queue.
Answered
Number of calls answered in the queue.
SLA
Service Level Agreement percentage, indicating the proportion of calls answered within a certain time.
Total calls
Total number of calls handled by the queue.
Agents Section
Here, you can see a detailed breakdown of agent performance, with the following columns:
Summary
A glimpse over the status: Active, Idle, Break and Offline
Status
Current status of the agent (e.g., On Call, Idle, Break, Offline).
Name
A column with all the agents name.
Talk time
Total talk time of the agent.
Answered
Number of calls answered by the agent.
Idle time
Total idle time of the agent.
Avg. call duration
Average duration of calls handled by the agent.
Breaks
Number of breaks taken by the agent.
Break time
Total time spent on breaks by the agent.
Search
Search option when you are looking for a specific agent.
How to use the insights from the Dashboard
Monitoring: Use the dashboard to monitor real-time call activity, agent performance, and queue statistics.
Performance Analysis: Analyze the performance of different queues and agents using the detailed statistics provided.
Resource Allocation: Adjust resources based on the insights gained (e.g., assigning more agents to queues with high wait times).
SLA Management: Ensure that Service Level Agreements are being met by tracking the SLA percentages.
Agent view
If you are an agent, to access PBX.IM , simply go to https://app.pbx.im/login and enter the credentials you created when you received the invitation from your manager. As an agent, you will be able to view the following reports:
- Activity time
- Call handling time
- Idle time
- Pause time
We will go through each of the following sections one by one and explain how you can use them:
- Filter section
- Summary
- Queue Call Stats
- Queues overview
Filter section
Here you can see the current date, time and status.
Summary
On the ''Summary'' you can see an overview regarding your activity.
Activity time
Total activity time for the day including the pauses, calls and idle time.
Call handling time
Total duration of ring time attempting to reach customers and percentage of time spent on calls.
Idle time
Total time you were neither on the phone nor paused.
Break time
Total daily pause duration including billable or non-billable time.
Call Stats
Here you will see an overview about the Queue Call situation.
How to use it:
Chart:
- Outbound (Green Line): Represents the number of outbound calls.
- Inbound (Blue Line): Represents the number of inbound calls.
- Queue (Purple Line): Represents the number of calls in the queue.
Toggle Options:
- Calls/Time Toggle: This option allows switching between viewing the number of calls and the duration of calls over time.
In the Queue Call Stats section, you have multiple filters available:
- Time-based filter
- Chart type filter
Toggle options:
- Calls / Time: This option allows switching between viewing the number of calls and the duration of calls over time.
Calls option
Time option
Chart Type Toggle: This option allows switching between different types of charts (e.g., line chart, bar chart) to visualize the data.
Bar chart
Pie chart
Queues overview
As an agent, your dashboard will display statistics for all the queues you’ve been assigned to. Each queue section contains the same information and will look like this:
Answered
It indicates the percentage of calls that you have answered out of the total calls received.
Waiting Calls
The current number of calls waiting in the queue.
Longest Waiting Call
The duration of the longest waiting call in the queue.
SLA
Indicates the percentage of calls answered within a predetermined acceptable time.
Agents
In this section you can see:
- Available: Number of agents available to take calls.
- On Call: Number of agents currently on a call.
- On Break: Number of agents on break.
- Total: Total number of agents.
The number of stats blocks will vary and change based on the number of queues you are assigned to.
How to use these statistics to improve your work:
1. Optimize Call Handling
Identify Peaks: Check "Longest Waiting Call" and "Waiting Calls" stats to notice peak times.
Action Plan: Use call scripts and knowledge bases to handle calls more efficiently and aim to reduce handling time.
2. Improve SLA Compliance
Track Performance: Regularly review SLA percentages for your queue.
Action Plan: Focus on quicker resolutions and take advantage of training sessions to boost response times.
3. Maximize Availability
Balance Schedule: Monitor "Available," "On Call," and "On Break" stats to manage your availability.
Action Plan: Plan breaks during low call volumes to ensure you're available during peak times.
4. Continuous Improvement
Monitor Answer Rates: Keep an eye on the "Answered" percentage in your queue.
Action Plan: Seek feedback, participate in training, and share effective strategies with your team to improve call handling.