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With the Real Time Calls Performance and Real Time Chats Performance
dashboards,
get key performance indicators (KPIs) that provide a real-time overview of
call and chat performance.
These dashboards automatically refresh approximately every 10 seconds by
default.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Real Time Channel Performance / Calls or Real Time Channel
Performance / Chats. The dashboard appears.
Filter your results using the following fields:
Queue Name: by queue name
Queue Group: by the group that the queue is assigned to
Teams Filter: by one or more teams
Direction: the direction of the interaction
Click Update.
Tiles
These dashboards contain the following metrics tiles:
SLA: out of all the interactions that entered the queue, the percentage of
interactions that started an active conversation with an agent within the
configured SLA threshold. If short abandons are excluded in your SLA
configuration, interactions that abandon within the configuration abandon
threshold aren't counted.
Queued Now: the number of calls or chats that are in queue and waiting to
be connected to an agent. This is a live metric.
Agent Status Breakdown: the distribution of various agent statuses. For
example, it provides insight into the real-time proportion of agents in
different states, such as available, busy, on a call, or on break.
Top 10 queued now: indicates the total number of calls or chats in each
queue, ordered from the highest to the lowest. This visualization will display
the top 10 queues. This can help teams prioritize their responses to address
the most significant traffic.
Active Calls or Active Chats: the number of interactions (calls
or chats) that are active
Max Queued Wait Time: the maximum amount of time that elapsed when
calls or chats spend time in a queue waiting for agent assignment.
Total Handled: the number of interactions (call or chat) handled by an
agent
Queue Abandons: the number of queue abandons as a percentage of the total
queue interactions for the given period. Failed calls are not treated as
abandoned. This excludes Short Abandons.
Avg Queue Time: the average amount of time elapsed from when a call or
chat entered a queue to when it was accepted by an agent or is abandoned
Avg Speed to Answer: the average speed of answer for calls. The average
time that elapsed between when an interaction entered a queue and when it was
assigned to an agent. ASA is only measured in instances where the call is
ultimately handled by an agent.
Avg Queue Abandon Time: the average amount of time that calls or chats
waited in a queue before disconnecting without being accepted by an agent
Avg CSAT: the average of all customer satisfaction scores (CSAT) awarded
to the interaction. These are captured after an interaction ends.
Avg Talk Time: the average amount of time that the agent spent talking to
an end-user
Avg Hold Time: the amount of time (in seconds) an agent placed a consumer
on hold during an interaction. An agent that places a consumer on hold
multiple times will only show the total hold duration for that interaction.
When that agent transfers the call out, this would start a new interaction
which would track its own hold time.
Avg Wrap-up Time: the average amount of time that elapsed from when an
agent accepts a call or chat to when they end their wrap-up phase
Avg Handle Time: the average amount of time that elapsed from when an
agent accepts a call or chat to when they end their wrap-up phase for a given
date range. This starts when the call is assigned to the agent, not when the
call is connected to the agent. For Calls this includes Hold Time.
Top 10 queues by Wait Time: displays the queues sorted by the length of
time that calls or chats have been waiting. This information can be vital for
addressing the most urgent cases.
Total Transfers: the number of interactions that have been transferred to
other queues
Voicemail Queued: the number of voicemails that are queued and waiting to
be accessed
Voicemail Read: the number of voicemails that have been handled
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe Real Time Calls Performance and Real Time Chats Performance dashboards provide real-time key performance indicators (KPIs) for call and chat performance, updating automatically every 10 seconds.\u003c/p\u003e\n"],["\u003cp\u003eThese dashboards are accessible through the CCAI Platform portal under \u003cstrong\u003eDashboard > Advanced Reporting\u003c/strong\u003e, allowing users to filter results by queue name, queue group, teams, and direction.\u003c/p\u003e\n"],["\u003cp\u003eKey metrics available include SLA, Queued Now, Agent Status Breakdown, Top 10 queued now, Active Calls/Chats, Max Queued Wait Time, Total Handled, and Queue Abandons.\u003c/p\u003e\n"],["\u003cp\u003eAdditional metrics provide insights into average performance indicators such as Avg Queue Time, Avg Speed to Answer, Avg CSAT, Avg Talk Time, Avg Hold Time, Avg Wrap-up Time, and Avg Handle Time.\u003c/p\u003e\n"],["\u003cp\u003eDashboards also provide views into Top 10 queues by Wait Time, Total Transfers, Voicemail Queued, and Voicemail Read, offering a comprehensive overview of interaction performance and queue status.\u003c/p\u003e\n"]]],[],null,["# Real-time channel performance dashboards\n\nWith the **Real Time Calls Performance** and **Real Time Chats Performance**\ndashboards,\n\n\nget key performance indicators (KPIs) that provide a real-time overview of\ncall and chat performance.\n\nThese dashboards automatically refresh approximately every 10 seconds by\ndefault.\n\nUse the dashboards\n------------------\n\nTo use the dashboards, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Real Time Channel Performance / Calls** or **Real Time Channel\n Performance / Chats**. The dashboard appears.\n\n3. Filter your results using the following fields:\n\n - **Queue Name**: by queue name\n\n - **Queue Group**: by the group that the queue is assigned to\n\n - **Teams Filter**: by one or more teams\n\n - **Direction**: the direction of the interaction\n\n4. Click **Update**.\n\nTiles\n-----\n\nThese dashboards contain the following metrics tiles:\n\n- **SLA**: out of all the interactions that entered the queue, the percentage of\n interactions that started an active conversation with an agent within the\n configured SLA threshold. If short abandons are excluded in your SLA\n configuration, interactions that abandon within the configuration abandon\n threshold aren't counted.\n\n- **Queued Now**: the number of calls or chats that are in queue and waiting to\n be connected to an agent. This is a live metric.\n\n- **Agent Status Breakdown**: the distribution of various agent statuses. For\n example, it provides insight into the real-time proportion of agents in\n different states, such as available, busy, on a call, or on break.\n\n- **Top 10 queued now**: indicates the total number of calls or chats in each\n queue, ordered from the highest to the lowest. This visualization will display\n the top 10 queues. This can help teams prioritize their responses to address\n the most significant traffic.\n\n- **Active Calls** or **Active Chats**: the number of interactions (calls\n or chats) that are active\n\n- **Max Queued Wait Time**: the maximum amount of time that elapsed when\n calls or chats spend time in a queue waiting for agent assignment.\n\n- **Total Handled**: the number of interactions (call or chat) handled by an\n agent\n\n- **Queue Abandons**: the number of queue abandons as a percentage of the total\n queue interactions for the given period. Failed calls are not treated as\n abandoned. This excludes Short Abandons.\n\n- **Avg Queue Time**: the average amount of time elapsed from when a call or\n chat entered a queue to when it was accepted by an agent or is abandoned\n\n- **Avg Speed to Answer**: the average speed of answer for calls. The average\n time that elapsed between when an interaction entered a queue and when it was\n assigned to an agent. ASA is only measured in instances where the call is\n ultimately handled by an agent.\n\n- **Avg Queue Abandon Time**: the average amount of time that calls or chats\n waited in a queue before disconnecting without being accepted by an agent\n\n- **Avg CSAT**: the average of all customer satisfaction scores (CSAT) awarded\n to the interaction. These are captured after an interaction ends.\n\n- **Avg Talk Time**: the average amount of time that the agent spent talking to\n an end-user\n\n- **Avg Hold Time**: the amount of time (in seconds) an agent placed a consumer\n on hold during an interaction. An agent that places a consumer on hold\n multiple times will only show the total hold duration for that interaction.\n When that agent transfers the call out, this would start a new interaction\n which would track its own hold time.\n\n- **Avg Wrap-up Time**: the average amount of time that elapsed from when an\n agent accepts a call or chat to when they end their wrap-up phase\n\n- **Avg Handle Time**: the average amount of time that elapsed from when an\n agent accepts a call or chat to when they end their wrap-up phase for a given\n date range. This starts when the call is assigned to the agent, not when the\n call is connected to the agent. For Calls this includes Hold Time.\n\n- **Top 10 queues by Wait Time**: displays the queues sorted by the length of\n time that calls or chats have been waiting. This information can be vital for\n addressing the most urgent cases.\n\n- **Total Transfers**: the number of interactions that have been transferred to\n other queues\n\n- **Voicemail Queued**: the number of voicemails that are queued and waiting to\n be accessed\n\n- **Voicemail Read**: the number of voicemails that have been handled"]]
Update.