We have now included a new stat which is “Live Calls”, namely, how many calls are currently answered by Agents and in progress currently. This now completes all tenses with “Calls in Queue” and “Calls Answered” to provide customers a 360-degree view of current conditions.
Other complimentary stats include:
Inbound Idle – Timer that will display the duration since and Agent was last presented an ACD call. They must be joined to the queue, in Available ACD state and on-hook for this timer to increment
Outbound Idle – The duration since a user last made an outbound call. Particularly useful for outbound sales teams
Agents Awaiting Call – The number of Agents that are Available and waiting for an ACD call against the total number of Agents that are assigned to the call center
Staffed Ratio – The number of Agents joined to a call center against the total number assigned to the call centre in BroadSoft. Displayed in X/X format