‎Voice Channel Real Time View | Sprinklr Help Center

Voice Channel Real Time View

Updated

26 days ago

The Voice Channel Real-Time View report offers a detailed overview of active voice calls, both inbound and outbound. It includes key metrics such as wait time, number of active and ringing calls, queue monitoring time, calls in progress, estimated wait time, and customer waiting time.

Business Use Cases

Monitor Active Call Volume: Supervisors can track the number of active and ringing inbound and outbound calls in real time to assess current call traffic and agent workload.
Identify Long Wait Time: Managers can use wait time and estimated wait time metrics to identify queues where customers are experiencing delays, enabling quicker intervention or staffing adjustments.
Track Queue Performance: Operations teams can monitor how long calls have been waiting in queues and the average time spent in monitoring to ensure service level agreements (SLAs) are being met.
Support Real-Time Decision Making: With visibility into calls in progress and customer waiting time, team leads can make informed decisions about reassigning agents or rerouting calls to improve response efficiency.
Improve Customer Experience: By addressing delays identified through the report, teams can proactively reduce wait times, ensuring a smoother and more responsive customer experience.

Dashboard Sections

Let's deep dive into the various sections.

Voice Channel Real Time View
Queue monitoring

Voice Channel Real Time View

This section is divided into 7 sections:

Active Volume
Oldest Customer Waiting Time
Max of Estimated Wait Time
Active Calls in IVR
Ringing Call Count
Awaiting Assignment Count
Active Calls with Agents

Active Volume

Oldest Customer Waiting Time

Max of Estimated Wait Time

Active Calls in IVR

Ringing Call Count

Awaiting Assignment Count

Active Calls with Agents

Work Queue Monitoring

Name	Description
Number of active voice calls	Number of calls that are currently live on the platform. It will change and refresh as the count changes.
Number of active inbound voice calls	Number of calls that are currently live on the platform. It will change and refresh as the count changes.
Number of active outbound voice calls	Number of calls that are currently live on the platform. It will change and refresh as the count changes.

Name	Description
Maximum Customer Wait Time	Current time for which individual cases / calls are waiting in the queue.

Name	Description
Max of Estimated Wait Time	Time duration for which a case is expected to wait before agent.

Name	Description
Number of Active Calls in IVR	Number of calls that are currently live on the IVR. It will change and refresh as the count changes.

Name	Description
Ringing Call Count	Number of cases ringing to the agent post assignment. For digital, cases will be directly assigned to the agent(i.e. the assignee type will be inbox).

Name	Description
Awaiting Assignment	Number of cases in the work queue that are awaiting assignment.

Name	Description
Number of Active Calls with Agents	Number of calls that are currently connected with agents. It will change and refresh as the count changes.

Name	Description
Work Queue	Provides the name of the associated work queue. In case the work queue is not shared with the particular user, it will show the unique ID of the queue.
Awaiting Assignment Count	Number of cases in the work queue that are awaiting assignment.
In Progress Count	Number of cases in the work queue that are currently in assigned state (agent connected in case of voice calls, agent assigned in case of digital channel).
Max of customer waiting time	Current time for which individual cases / calls are waiting in the queue.
Max of estimated wait time	Time duration for which a case is expected to wait before agent.