Filters and settings

Filter

Date range

This filter sets the observation period for real-time metrics and the list of calls. The default option is Today.

For Live Monitoring+, you can also select the last 24 hours or the last hour.

More details can be found at: Date range and Data freshness.

Numbers

This allows you to focus on activity related to specific phone numbers.

You can select:

• One or multiple numbers
• Any number (default)

Note: Deactivated or deleted numbers are not shown

Users

This allows you to focus on the activity of specific users.

You can select:

• One or multiple users
• Any user (default)

Only users with an agent role are included.

Note: Special rules apply to transferred calls

Only the picked up or not picked up metrics are attributed to each participant of the call.

For all other metrics, only the last participant is credited for the call once it is ended.

Teams

This allows you to focus on the activity of the users belonging to specific teams, such as your Sales team.

You can select:

• One or multiple teams
• Any team (default)

Calls Tab: Call State

On the Calls tab, you can filter the list of calls displayed based on their current state e.g. ongoing, in queue, ringing, answered, unanswered.

Note: This doesn’t impact the top KPIs.

For more details, refer to this article.

Users Tab: Users

On the Users tab, you can filter the list of users displayed based on their current state, e.g., available, in a call.

Note: This doesn’t impact the Top KPIs.

For more details, refer to this article.

Setting

SLA Threshold

Define your SLA threshold used to determine which calls are within or breaching your SLA, depending on their time to answer.

The default value is 30 seconds. In other words, if a call is answered and its time to answer is more than 30 seconds, it will be considered to breach your SLA.

SLA - Included calls

Choose the unanswered calls to consider for SLA calculation.

This setting will allow you to discard all other unanswered calls from the SLA KPIs.

By default, all unanswered calls except "Outside of business hours" are included.

SLA Highlight

(Available on Live Monitoring+)

You can choose when to display your SLA in green, orange or red depending on your customized thresholds, allowing you to easily spot issues with your SLA at a glance.

Unanswered calls to include

Choose which calls you consider as unanswered.

This setting will allow you to discard all other unanswered calls from the unanswered and unanswered % KPIs.

By default all unanswered calls are included.

Focus on inbound

Depending on how your team and numbers are organized, you may wish to prioritize users and numbers that are more critical for your inbound calling activity. On the other hand, if you’re supervising an outbound sales team, you may also wish to supervise users making outbound calls.

This specific setting allows you to make that choice.

Note: By default “Consider all users” is selected.

To learn more about this setting, refer to the dedicated article Focus on inbound setting - How it works.

Timezone

There is no specific setting to alter your time zone.

All dates, times, and date filters are based on the local timezone of your device (for example, the timezone used by your computer).

KPIs visibility

Toggle the visibility of the KPIs section. By default, this section will be visible.

User Status bar visibility

Toggle the visibility of the User Status bar. By default, this section will be visible.