Inbound Campaigns
A default dashboard showing an overview of current inbound campaign and queue activity.
Fig. 1 - Inbound Campaigns (default dashboard)
Locked 
Contains the following widgets:
Inbound Campaign and Queues
Table widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
Displays the following data items for each campaign:
| Short Label | Long Label | Description |
|---|---|---|
| Camp | Campaign | The name of the campaign. |
| Queue | Queue | The name of the queue. |
| SLA % | SLA - % | The percentage of sessions answered within SLA1 target time, out of all sessions answered in the queue. |
| Thruput # | Throughput - Count | The total number of sessions which entered the queue (regardless of what happens to them) |
| Agents # | Available - Current | The number of agents who are currently members of this queue (including those who cannot currently handle sessions). |
| Prog # | In Progress - Current | The number of sessions currently connected to agents (i.e. including those on hold, conferencing, transferring, etc). |
| Aban # | Abandoned - Count | The number of sessions ended by the caller whilst waiting in the queue. |
| Aban % | Abandoned - % | The number of sessions ended by the caller whilst waiting in the queue, as a percentage of throughput. |
| Answer ~ | Answered Duration - Avg | The average duration sessions spent in the queue (including offering time) before being answered by agents. |
| Complt # | Completed - Count | The number of sessions disposed (not transferred or requeued) by all agents |
| Drop # | Dropped - Count | The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue. |
| Expire # | Expired - Count | The number of sessions that expired (i.e. overflowed and requeued) from the queue. |
| Handle # | Handled - Count | The number of sessions disposed, transferred or requeued by agents |
| Wait # | Waiting Sessions - Count | The number of concurrent sessions waiting or offering within the queue. |
Agent Status
Pie chart widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
Displays a count of each distinct value for the following data item:
| Short Label | Long Label | Description |
|---|---|---|
| Status | Endpoint Status | The current status of the endpoint |
Switch Outcomes
Bar chart widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
| Item | Queue |
|
Displays a count of each of the following data items:
| Short Label | Long Label | Description |
|---|---|---|
| Abandoned | Abandoned - Count | The number of sessions were ended by the caller whilst waiting in the queue. |
| Agent Requeued | Agent Requeued - Count | The number of sessions handled by an agent and requeued to any other queue. |
| Answered | Answered - Count | The total number of sessions answered by agents, regardless of later classification. |
| Completed | Completed - Count | The number of sessions disposed (not transferred or requeued) by all agents. |
| Dropped | Dropped - Count | The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue. |
| Expired | Expired - Count | The number of sessions that expired (i.e. overflowed and requeued) from the queue. |
| Handled | Handled - Count | The number of sessions disposed, transferred or requeued by agents |
| Transferred | Transferred - Count | The number of sessions transferred to any other agent or IVR. |
Sessions Waiting in Queue
Bar chart widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
| Item | Queue |
|
Displays a count for the following data items:
| Short Label | Long Label | Description |
|---|---|---|
| Wait Now | Waiting Sessions - Current | The number of sessions currently waiting, or offering to an agent, within the queue. |