Real time reports overview

Real-time reports provide immediate insight into the current state of your Contact Center. By monitoring real-time metrics, you can observe calls in queue, agent status, and average speed of answer across a trailing 30-minute to 24-hour window. 

Key Features: 

• Immediate Insight: 

  • Real-time reports offer a snapshot of ongoing activities in your Contact Center, allowing you to stay informed about current performance metrics. 

• Data Refresh Rate: 

  • The Real-time metrics page refreshes every 15 seconds as long as the page is active. Note that if you navigate away from the page, it will not update until you return. 

• Metric Refresh Rates: 

  • Metrics such as Active and Availability refresh in real-time as activity occurs, with a small system delay for processing the activity. 

  • Agent near real-time metrics, such as Missed and Occupancy, refresh every 5 minutes. 

  • Contact near real-time metrics refresh about a minute after a contact ends. 

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