1 call tracker analytics tracker analytics.pdf · service level charting is a specific widget found...

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Call Tracker Analytics

Call Tracker AnalyticsThe Call Tracker Analytics feature of the IS Supervisor Dashboard includes widgets for displaying charts of call data including total calls, calls per agent, calls per station type, calls per call type, calls per client, and service level performance. Each cell of the IS Supervisor Dashboard can display historical data or live data that automatically refreshes, depending on how that cell is configured. Each cell can be configured for specific time intervals, such as per week, day, or hour.

The Call Tracker Analytics feature displays charts of call event data.

Service Level ChartingService Level Charting is a specific widget found in the CTE collection of the Call Tracker Analytics feature. This widget provides a visual representation of activities related to target goals such as expected answer time, calls in waits, and abandons. The Service Level Charting widget can be grouped by year, month, week, day, hour, or quarter hour, and displays a variety of data. This data includes average answer time, service level answer time, agent abandons, system abandons, total calls, calls per agent, and calls per call type. Target levels can be configured for the service level answer time, agent abandons, and system abandons with the option to display the target levels as lines on the chart.

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The Service Level Charting widget provides a visual representation of activities related to specific target goals.