This article provides a detailed walkthrough of the Numbers tab within the Live Monitoring+ dashboard. You will learn more about the various Numbers attributes available on this page.
General principles
The Numbers tab is accessible on the Live Monitoring+ dashboard, specifically designed for Analytics+ users. You can find more information about the Live Monitoring+ feature in the Live Monitoring+ article.
This tab offers a detailed breakdown of activity per number, allowing you to pinpoint bottlenecks on phone lines and make real-time adjustments to your staffing.
You have the option to sort the Numbers tab by each metric.
For instance, to view the highest number of calls waiting, you can click on the waiting column.
The total number count is presented on the right-hand side of the table.
A maximum of 200 numbers can be displayed. Upon reaching this limit, a notification will be displayed.
Please ensure to scroll down to view the complete list of numbers if they exceed the screen display capacity.
Click on a number to access its ongoing or ended calls and troubleshoot any issues you spot. To concentrate on calls waiting to be answered by this number, click on the waiting metric.
See the dedicated chapter to learn more.
Filters
You can filter to narrow down your search to specific phone numbers. Furthermore, you can search for numbers associated with particular users or teams.
Learn how to use these filters effectively in this article.
Metrics
The metrics shown for a number are the following:
|
KPI |
Description |
Waiting |
Number of inbound calls currently waiting |
Outbound |
Number of outbound calls (connected or not) |
Inbound |
Number of inbound calls received |
Answered |
Number of inbound calls answered |
Unanswered |
Number of inbound calls unanswered |
% |
% of inbound calls unanswered compared to total inbound calls received |
SLA |
% of inbound calls breaching SLA |
Time to answer (avg) |
Average time to answer an inbound call |
Comprehensive definitions of each metric be found in the article Live Monitoring - Top KPIs.
You can also find the description of each by hovering over the table header.
The phone number is provided in the tooltip:
Drill down into a number's list of calls
From the numbers list, click on an individual number to access its ongoing or ended calls and troubleshoot any issues you spot. To focus on the calls waiting for this number, click on the waiting metric.
⚠️ Please note: This excludes internal calls
Troubleshooting the Numbers tab
For answers to common questions, please visit: Live Monitoring: FAQ