Total Inbound
-
Received queue calls
Total Outbound
-
Agent placed calls
Calls Answered
-
Answer Rate: -%
Calls Abandoned
-
Abandonment: -%
Avg Speed of Answer
-
Queue ringing duration
Avg Call Duration
-
Total connected duration
Average Hold Time
-
Derived hold duration
Calls Waiting in Queue
0
Live queue line
Median Wait Time
-
Max wait: -
Agent Occupancy
-
Online agents · (Handle time / Login time) × 100
Average Handling Time
-
Talk time + Hold duration
Service Level (SLA)
-
Calls within target threshold
Calls Transferred
-
Redirected queue calls
Avg Daily Calls / Agent
-
Handled calls / agent / day
IVR Dropped (No Choice)
-
Listened to IVR & hung up: -%
IVR Transferred to Agents
-
Selected option & routed: -%
IVR Journey: Importer / Individual Selection (IVR)
Direct conversion tracking: callers listening to prompt, dropping off without selection, vs progressing to queue and agents
Step 1 · Total IVR Callers
-
100% of IVR Traffic
Step 2 · Dropped Without Selection
-
-% drop rate
Step 3 · Selected Option
-
-% chosen
Step 4 · Transferred to Agents
-
-% reached queue/agents
Step 5 · Answered by Agent
-
-% answered by agent
Inbound vs Outbound Call Trends
Daily distribution of inbound and outbound call traffic
Call Outcomes
Answered vs Abandoned calls
Hourly Traffic Distribution (24 Hours)
Call density by hour of day
Call Records & Interaction Log
Granular call history records obtained via Inmobile Telephony Gateway
| Call Time | Direction | Caller / Source | Destination / Queue | Status | Call Duration | Ring Time | Talk Time |
|---|---|---|---|---|---|---|---|
| Loading calls... | |||||||
Call Queue Statistics & Comparison
Queue-level performance indicators for Inmobile Contact Centre
| Queue # | Queue Name | Waiting Now | Calls Entering | Answered | Abandoned | Transferred | Answer Rate | Avg Wait (ASA) | Median Wait | Avg Hold | Avg Talk | Avg Handling (AHT) | SLA % |
|---|
Agent Productivity & Performance Table
Ranked by total interactions handled, talk time, and occupancy
| Ext | Agent Name | Queue | Inbound Answered | Outbound Made | Total Handled | Avg Daily Calls | Avg Talk Time | Avg Hold | Avg Handling (AHT) | Logged-in Time | Occupancy Rate | Utilization Rate |
|---|
Showing 1 to 25 of 85 agents
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Live Inmobile Agent Activities & Presence Directory
Instant Live Stream (3s)
Instant SIP registration, live call state, and active Inmobile profile status updated without delay
| Extension | Agent Name | Online Status | Inmobile Profile | Queue Status | Live Activity / Call Details | |
|---|---|---|---|---|---|---|
| Loading live agents... | ||||||
Contact Centre Traffic Heatmap (Day of Week vs Hour)
Visualizes peak traffic periods across the week
Inquiry Classification by Trunk / DID / Department Routing
Identifies inquiry routing destinations from Inmobile call rules
| Inquiry Classification / Routing Target | Channel | Call Count | Volume Share |
|---|
Export Contact Centre Reports
Download reports reflecting selected reporting period and active filters
CSV Report
Complete raw data export including KPI summaries, queue statistics, agent productivity metrics, and granular call records.
Excel Spreadsheet
Formatted for Microsoft Excel with UTF-8 BOM encoding and tabular sections for supervisors and management.
Print / PDF Executive Report
Print-friendly document layout with KPI summary cards, queue performance tables, and agent rankings formatted for PDF export.