Here you can learn about:
- How the date range filter affects Live Monitoring data
- The freshness of calls and data shown.
Impact of the Date Range Filter
The date range filter impacts the data as follows:
|
Type of data |
Impact of the date range filter |
List of users, Numbers, teams in the filter |
Not affected by the date range; shows current users, teams and numbers "as of now." * Updates to numbers and teams will be reflected within 10 minutes. |
Time spent by a user in their current status |
Reflects time spent in their last status, even if it started before the selected date range. |
Ongoing calls |
All ongoing calls are shown if they started within the last 3 hours. |
Ended calls |
Only calls that ended during the selected date range (up to now) are shown. |
Top KPIs excepted calls waiting, Longest Waiting, Available users, Users statusNumbers metrics except calls waitingUsers metrics except picked up, not picked-up |
Calculated based on ended calls, impacted by the filter as mentioned above. |
Top KPI: Calls waiting, Longest waitingNumbers metrics: Calls waiting |
Based on ongoing calls only (see definition above). |
Picked-up, Not Picked-up |
On ended calls: On ongoing calls: |
Data freshness and accuracy
In summary, here is the expected timeframe for our data refresh. If you notice any discrepancies, feel free to submit a support request.
|
Type of data |
Expected timeframe for refresh |
A user status changes |
The new user status is visible after less than 5 seconds |
A call arrives or changes status (e.g from ringing to in call)A new participant joins or leaves |
The change is visible after less than 5 seconds The associated calls metrics are visible |
The coaching button appears once the call gets connected |
After less than 5 seconds |
KPI updates |
See dedicated table below |
Access to the key topics and call summary |
The key topics and call summary are available with the transcription, see the article: |
Here is the refresh rate for each KPI.
For example, if it’s 20 seconds, it means we check for the latest value every 20 seconds.
| Metric | Refresh rate |
| Top KPIs | |
SLA |
60 seconds |
Total calls |
20 seconds |
Outbound |
20 seconds |
Inbound |
20 seconds |
Answered |
20 seconds |
Unanswered |
20 seconds |
Unanswered % |
20 seconds |
Calls waiting |
<5 seconds |
Longest waiting time |
<5 seconds |
Avg time to answer |
60 seconds |
Available users |
<5 seconds |
User status |
<5 seconds |
Time in current status |
<5 seconds |
|
Users list |
|
Outbound |
20 seconds |
Answered inbound |
20 seconds |
Picked up |
20 seconds |
Not picked up |
20 seconds |
Status |
<5 seconds |
|
Numbers list |
|
Waiting |
<5 seconds |
Outbound |
20 seconds |
Inbound |
20 seconds |
Answered |
20 seconds |
Unanswered |
20 seconds |
% Unanswered |
20 seconds |
SLA |
20 - 60 seconds |
Time to answer (avg) |
20 seconds |