Live Reports Show Real-Time Call Queue and Agent Activity

Live Reports on your Telzio Dashboard displays real-time call activity on your queues including agent status and important call statistics. Live Reports includes:

  • the number of callers waiting in each queue,
  • the average hold time in each queue,
  • the number of active calls in each queue,
  • the number of agents available in each queue,
  • a log of most recent calls, and
  • agent availability and their assigned queues.

With Live Reports you get a concise overview of important data you need to manage your phone lines, and a slick, eye-catching screen that you can throw up on a monitor in your office and watch all day. The information is updated in real time so you don’t even need to refresh your page to see current data.


How to Access Live Reports

Navigate to Live Reports by clicking on the drop down in the top right corner of your Telzio Dashboard. Access to Live Reports is available to all of your Users and Admins as part of your Telzio service, so your agents and managers can stay on top of phone activity.

Live Reports is included for all of your Telzio Users and Admins at no extra cost.

Live Reports gives your team a visual way to be proactive about call management and ensure:

  • customer calls are being resolved quickly,
  • on-hold times are low, and
  • agents are not idle.

You can see when there’s a high volume of calls coming into certain queues and the availability status of all your agents. With this kind of information, managers can take necessary steps to avoid weak spots in your customer service process.


What You’ll Find in Live Reports

Under Live Reports, you’ll find important information that’s updated in real time, including:

  • a Snapshot,
  • Queues,
  • Live Calls, and
  • Agents.

We’ll go into more detail about each of those sections below.


Snapshot

In the top corner you’ll find a snapshot of your current phone activity.

  • Talking – total number of active calls
  • Waiting – total number of calls in a queue
  • Avg. Hold Time – average hold time of calls

Snapshot in Live Reports


Queues

On the left you’ll see the names of your Queues and its designated color. The colors help you identify which queues your agents are in with a corresponding circle next to their name. We’ll dive into the Agents section more below.

Currently you can view up to 10 queues in Live Reports.

Queues in Live Reports

Queues in Live Reports

Indicator Definitions
Talking number of current active calls
Waiting number of callers currently waiting for an agent
Idle Agents number of agents available (online but not on a call)
Avg. Hold Time average number of minutes callers are waiting in queues

Live Calls

Under the Live Calls section you’ll find the most recent calls along with:

  • the caller’s phone number,
  • call direction (inbound or outbound),
  • the call duration, and
  • the call status.

Currently you can view up to 60 calls in Live Reports.

 

Indicator Definitions
Inbound Call
Outbound Call
In Flow  Caller is in a Call Flow
Waiting (Black) Caller is on hold in a Queue
Talking (Blue) Caller has been connected to an Agent
Ringing (Purple) Caller is being connected to your number

 


Agents

In the Agents section of Live Reports you’ll find a list of your agents and their current status. This section will tell you:

  • if an agent is on a call,
  • what queues the agent is assigned to, and
  • which agents are online/offline.

Next to the agent’s name, you’ll see a colored circle and initial that correlates to the queue. For example, aSimmons is taking calls from the Sales queue, indicated by the blue S.

Currently you can view up to 60 agents in Live Reports.

Agents in Live Reports

Indicator Definitions
Agent is on a call
Agent’s phone is ringing
Agent is available
Agent is offline

Here is a screenshot of Live Reports, but remember that it updates in real time! Scroll back up to see the video of it in action, or log into your Dashboard now.

Live Reports

Telzio Live Reports

 

Diana is the Chief Customer Officer at Telzio and enjoys helping customers get the most out of their Telzio services.