Enter your Dashboard
After entering your credentials in the following format: XYZ\username – you will see the below screen. A message will appear whilst your session is being prepared.
Your dashboard will appear as shown in the image. You can return to this screen at any time by selecting the “Dashboard” tab on the left hand side of your screen.
Agents Logged In
This gives the total number of agents that are live in a session. This tells you how many agents are logged into Telesero´s system.
Agents in Calls
This gives the total number of agents currently on the line with a lead. This is the total number of agents engaged in calls.
Agents Waiting
Total number of agents that are not currently in a call but are live and logged in a session. Agents are counted here until in a call or on pause.
Agents Paused
Total number of agents that have been placed on pause. These agents will not receive calls until they resume again.
Calls
Number of calls made by dialler. This gives a total number of calls made from your lists in the dialling strategy.
Contacts
This gives the total number of contacts that have been made. Number of times an agent has been connected to a lead.
Sales
This gives the total number of calls that have resulted in a disposition status which constitutes a sale.
Conversion
Team performance indicator. Conversion shows the percentage of contacts that resulted in sales.
Average Wait Time
Live calculation which adjusts over the day to account for the average time that an agent is waiting before a contact is made.
Average Handle Time
Live calculation which adjusts over the day to account for the average time that an agent is in a call when contact is made.
Dial Level
Dial level is the speed the dialler makes calls. Increasing this will increase the number of calls made by the dialler per agent.
Dialable Leads
Total amount of leads that can be dialled at that moment based on how many lists are active in the dialing strategy.
Contact Rate
Indicates dialler´s success with lists. Low contact rate suggests poor data and should be removed to speed the call flow.
Waiting Calls
This is a current count of the number of calls in a queue that are waiting for an agent to become available.
Dropped Calls
This is a count of the number of calls that have been waiting for an agent to become available but hung up before reaching them.
Drop Rate
The rate that calls have been dropped in relation to the number of contacts in the day. Total dropped calls over total contacts.
