Broadsoft

Statistics Available

  LAYOUT 1 2 3 4 5 6 7 8 9 CRM1 All Stats
  Max queues (Q) / agents (A) / live calls (LC) advised (at screen resolution 1920 x 1080) 7Q 4Q 3Q 2Q/5A 2Q 3Q 3Q 2Q 5Q 8LC 1Q
STATISTICS Description QUEUE LEVEL STATISTICS
Call Center Name Name of the call center Check mark Check mark Check mark Check mark Check mark Check mark Check mark Check mark Check mark Cross mark Check mark
Agents Available Number of agents available to take a call Check mark Check mark Cross mark Check mark Check mark Cross mark Cross mark Check mark Check mark Cross mark Check mark
Average Agents Available Average number of agents available to take a call. Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Average Talk Time Average time an agent spent on a call (excluding ring time). Check mark Check mark Check mark Check mark Cross mark Check mark Check mark Check mark Cross mark Cross mark Check mark
Average Talk TimeXSI Average time an agent spent on a call (XSI Stat) Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Average Wait Average Wait Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Abandoned Average WaitCWT Average time a call was ringing before it was abandoned Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Answered Average WaitCWT XSI Average time a call was ringing before it was answered Check mark Check mark Check mark Check mark Cross mark Check mark Check mark Check mark Cross mark Cross mark Check mark
Abandoned CallsCCT Displays number of abandoned calls Check mark Check mark Check mark Check mark Check mark Check mark Check mark Check mark Check mark Cross mark Check mark
Abandoned Calls (%) Calculate percentage of abandoned calls based on total number of calls Check mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark
Answered Calls Total number of answered calls Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark Check mark
Total Calls (%) Total number of calls (answered and abandoned) Cross mark Check mark Check mark Check mark Cross mark Check mark Check mark Check mark Check mark Cross mark Check mark
Calls Answer Time (%) Calculate percentage of calls answered within target time Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Calls in QueueCCT Displays current number of calls waiting in the queue Check mark Check mark Check mark Check mark Cross mark Check mark Check mark Check mark Check mark Cross mark Check mark
Busy Agents Number of busy agents, agents that are currently on a call Check mark Check mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Longest Wait (Today)XSI Longest caller wait time today (answered calls) Check mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Longest Wait (Queuing calls) Longest caller wait of currently queuing calls Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Cross mark Cross mark
Service Level (%)SLA/CAT Percentage of calls answered within configured thresholds Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Overflowed Calls Total count of overflowed calls - this will also update total calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Total Overflowed Wait Total wait time of overflowed calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Average Overflowed Wait Average wait time of overflowed calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Disposition Code Description Disposition Code Description Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Disposition Code Disposition Code (as selected by agent during call or wrap up) Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Disposition Code Level Disposition code level description (group or queue) Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Disposition Code-Inbound call count Count of calls received against Disposition code Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Disposition Code-Outbound call count Count of calls placed against Disposition code Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Outbound call count by DNIS-Name Name of call center DNIS Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Outbound call count by DNIS-Outbound calls Count of outbound call against DNIS Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Most Active Agent - All Calls Agent with the most calls made and received (ACD and non ACD) Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Abandoned Calls Percent Percentage of abandoned ACD calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Queue bounced call Number of bounced calls by queue Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
    AGENT LEVEL STATISTICS
Agent nameXSI Name of agent in queue Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark Check mark
Agent Status Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up. Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark Check mark
ACD CallsXSI Total inbound queue calls received by agent Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark Check mark
Agent Incoming (external) Incoming call from an External source Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Agent Incoming (group) Incoming group call, where caller does not have an ACD User ID Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Agent Incoming (total) Total incoming calls to Agent (Incoming External and Incoming Group) Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Agent Outgoing (group) Outgoing call to an External number Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Agent Outgoing (external) Outgoing group call, where recipient does not have an ACD User ID Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Outbound Total outbound calls made by agent (includes internal calls). Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark Cross mark
Average ACD Call Time (inbound) Average time of calls by agent (excluding ring time). Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark Check mark
Average ACD Call Time (Outbound) Average time of calls by agent (excluding ring time). Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Average WrapupXSI Average time spent in wrap up status by agent Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Cross mark Cross mark Cross mark Check mark
Call Duration Total talk time spent in current active call (excludes ringing) Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Logged in Total time agent logged in (joined) to queue Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Sign In Time StampXSI Time stamp of when an agent last logged in Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Current Call Answer Time Stamp Time stamp of when an agent's current call was answered Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Current Caller Either CLI or contact name if found in CRM integration Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Total ACD Incoming Time Total duration of an agent's inbound calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark
Current Caller CLI CLI of current caller Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Current Caller Name (contact and company) Contact and Company of current caller Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Current Caller Name (contact) Contact name of current caller Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Current Caller Name (company) Company name of current caller Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
    CALL LEVEL STATISTICS
Live call state Call state (Ringing or Connected) of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Check mark
Live call CLI number Caller's number of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Check mark
Live call ring duration Ring duration of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark
Live call agent name Name of agent handling an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Check mark
Live call total duration Ring time plus current connected time of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Check mark
ACD group (queue) number Number dialed by the caller Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Current Caller Contact Name Current Caller Contact Name Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Cross mark
Current Caller Company Name Current Caller Company Name Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Cross mark
    CRM INTEGRATION STATISTICS
Caller's name Name of caller as retrieved from Integrated CRM system Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Check mark
Caller's company name Name of Caller's company as retrieved from integrated CRM system Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Check mark

Other statistics can be made available. For more information on parameters that do not appear on the Go Wallboard client please contact [email protected].

CCTaffected by call count threshold parameter.

CWTaffected by call waiting threshold parameter.

SLA/CATaffected by Call Answer Time in the SLA threshold parameter.

XSIUses direct value from hosted platform (not calculated by Go Wallboard).

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