Executive Overview
Aggregate performance snapshot · all filters apply globally.
⚡ Daily ASA Trend - All Queues (seconds)
📅 Daily Call Volume
🕐 Hourly Distribution
📊 Answered / Abandoned / Rejected
📉 Failed & Rejected - Daily
Service Level Distribution
Answered-call response time distribution · all filters apply globally.
🎯 Service Level Distribution - Answered Calls
Group by:
Call Volume Analysis
Daily, day-of-week, hourly and split trends.
📅 Daily Total Calls
✅ Daily Answered vs Abandoned
📆 Calls by Day of Week
✅ Answered by Day of Week
🕐 Calls by Hour
📊 Daily - All Queues
🕐 Hourly - All Queues
⚡ Daily ASA - All Queues (s)
📊 Answered - All Queues
❌ Rejected - All Queues
Queue Comparison
Head-to-head performance across all queues - all global filters apply.
📊 Volume Comparison
⚡ ASA Trend
📅 Daily Trend - All Queues
Agent Scorecard
Per-agent performance - all global filters apply to charts and table.
📋 Full Agent Detail
| # | Agent | Answered | Rejected | Failed | Failed Out | Talk Time | Wrapup Time | Idle Time | AHT | ASA | Avg Wait |
|---|
🏆 Top 10 by Answered Calls
⚡ Best ASA (min 5 calls)
❌ Top 10 by Rejected Calls
⚠️ Top 10 by Failed Calls
Availability Analysis
Login time, talk vs idle vs pause allocation.
⏱️ Call Center - Time Allocation
⏱️ Dispatch - Time Allocation
⏱️ Lock Systems - Time Allocation
⏱️ Credit Service Specialists - Time Allocation
👤 Agent Availability Detail
| # | Queue | Manager | Agent | Session | Talk | Idle | Pause | AHT |
|---|
Pause Analysis
Reason breakdown, agent ranking, queue comparison.
🔵 Call Center - By Reason
👤 Call Center - By Agent (Top 10)
🔵 Dispatch - By Reason
👤 Dispatch - By Agent (Top 10)
🔵 Lock Systems - By Reason
👤 Lock Systems - By Agent (Top 10)
🔵 Credit Service Specialists - By Reason
👤 Credit Service Specialists - By Agent (Top 10)
⚖️ Queue Comparison - Pause by Reason
Smart Observations
Auto-generated insights from the full dataset.
📅
Busiest Day Overall
22-Jun with 507 total calls across all queues.
📊
Busiest Day – Call Center
22-Jun recorded 374 calls.
📊
Busiest Day – Dispatch
22-Jul recorded 29 calls.
📊
Busiest Day – Lock Systems
12-Jul recorded 39 calls.
📊
Busiest Day – Credit Service Specialists
31-Aug recorded 90 calls.
⚡
Fastest Answer Speed
Lock Systems has the lowest ASA (0m 08s) among all queues.
🐢
Slowest Answer Speed
Dispatch has the highest ASA (0m 18s) among all queues.
📞
Highest Answer Volume
Call Center handled the most answered calls (20,923) among all queues.
🏆
Top Agent Overall
Jennifer Hartley (Call Center) led with 1,947 answered calls, ASA 0m 09s.
⭐
Top Agent – Call Center
Jennifer Hartley answered 1,947 calls with ASA 0m 09s.
⭐
Top Agent – Dispatch
Marcella Jones answered 167 calls with ASA 0m 14s.
⭐
Top Agent – Lock Systems
Jennifer Hartley answered 480 calls with ASA 0m 09s.
⭐
Top Agent – Credit Service Specialists
Shelly Stanwix answered 1,434 calls with ASA 0m 06s.
🚀
Best ASA Agent
Tejraj Bhul (Lock Systems) achieved ASA of 0m 03s over 22 calls.
🕐
Peak Hour (CST)
10:00 CST is the busiest hour with 3,454 calls - that is 21:00 IST.