The Dashboard is a list of queues. It provides both an overview of the number of conversations that are waiting in the queue and the daily performance for the queue.
You can click the name of the queue to go directly to the open conversations in that queue.
Agents show what channels have flows going to the queue and how many agents are available vs. online for each channel. The first number is Available (meaning agents that can accept conversation offers) and the second number is Online agents.
Available agent is the one to whom Dixa can offer next conversation (they are in working status, have corresponding channel enabled and have no organization limit for concurrent conversations reached).
Online agent is the one who logged in to Dixa and have the corresponding channel enabled (does not matter if away or online). It is mostly used to see how many agents that are in a queue are online and have channel enabled.
The number inside the circle indicates the number of open conversations that are waiting to be offered. These can be received at any time.
The number of conversations that have been received since midnight CET.
The number of conversations that have been answered since midnight CET. This number can be higher than TOTAL when more conversations have been answered than have been received. This can often happen on Mondays where conversations from Friday, Saturday, Sunday, and Monday are answered.
The number of conversations that have reached a timeout in a Call or Email Flow, or have been manually transferred to a different queue.
Any conversation that is closed without being assigned to an agent. This can be a phone call where the caller hangs up before the call is answered, a chat that has been closed before being accepted by an agent. An email can be abandoned if it is closed from the Conversations view.
Average Waiting Time. The average time it takes from a conversation is received in the queue until it is accepted by an agent.
Average HandlingTime. The average time it takes from a conversation is accepted by an agent until it is closed.
Service Level Agreement. The percentage of conversations that are answered within a predefined amount of time.
An often used SLA is, for instance, "We want to answer 80% of incoming calls within 30 seconds."
The SLA can be set for each queue under Settings > Queues > Alerts.
Longest Waiting Time. How long the conversation that has waited for the longest in the queue has waited.
Please note that answered + abandoned are not always = total, it depends on many factors (transfers, forwards, automated flow actions etc) and your workflow.
The Dashboard can be expanded to a TV Mode by clicking the link button in the right side of the screen.