How to Navigate the Status Board
The Status Board is where you can go to see all active calls that are in the system and all agents that are currently in the system. In addition, you'll be able to see various metrics associated with today's call activity.
To get to Status Board: Call Center (Left Sidebar)>Status Board
The colored boxes on the top of this page represent a number of daily metrics one can come in and quickly take a look at to see how the agents are doing. Starting from the left, Calls details how many calls are connected to an agent. Calls in Queue detail what calls are waiting in the queue. Max Time in Queue will show the call time of the longest waiting caller. Conversion Rate details the conversion rate for the day. Abandon Rate details the abandon rate for the day. Available Agents shows how many agents are active and available to take a call. The last metric, Busy, details how many agents are in TRACK Pulse but their status is Away.
There are two-three tabs on the Status Board(dependent on package); Calls, Chats and Agents.
Calls has a number of fields that will details each caller. These fields are:
Number - The number the caller called in on.
Contact - The person who is matched to the Number. This field will be blank if they haven't been saved in TRACK Pulse as a contact before.
Lead - Lead is the title of the lead that the phone number and contact is associated to. This may also be blank, depending on if there is a lead with the matching number and contact.
Campaign - Campaign is the origin of where the caller is calling from.
Agent - This is the agent who is connected with the caller.
Queue - This is the queue that the caller is in.
Direction - This is the direction of the call, detailing if it was an inbound or outbound call.
Last Action - This details where the call is at in the TRACK Pulse system.
Duration - This is the length of time the call has been in TRACK Pulse.
Agents show each individual agent in TRACK Pulse and some quick info on where they are at in the system. These are shown by 8 fields which are:
Name - This is the name of the agent.
Destination - This is the agent's direct number.
Status - This is the status of the agent. The status will tell TRACK Pulse, and subsequently, other users where he or she is at within TRACK.
Last Change - This details the last time an agent's status has changed.
Call - This is who the agent is talking to.
Direction - This is the direction of the call, being outbound or inbound.
Rank - This is the agent's global rank. Calls will defer to agents with a higher rank.
Queues - These are the queues that agents are a part of.