Stats Dashboard

Selecting the Stats Dashboard

Select the Stats option From the Tool Bar, file menu or shortcut key Ctrl+5

The stats dashboard is used to view a summary of all calls in a real time mode. The first column gives you the total of open calls as at the beginning of the ‘From’ date (i.e. Sep 8^th 2006 00:01:01). The second column is the total number of calls closed between the ‘From’ and ‘To’ dates. The third column is the total number of calls logged between the ‘From’ and ‘To’ dates. The fourth column is the number of open calls as at the end of the ‘To’ date (i.e. Sep 8^th 2006 23:59:59). For this example we have clicked on ‘All’ calls open as at the end of the ‘To’ date.

You will now be displayed with a list of calls matching the criteria you selected. You can double click or click ‘Open Call’ to open a call. Once you have finished with viewing this screen click ‘Back’ to go back to the previous screen.

The ‘Analysts’ option will display all calls for the period selected for all analysts.

The ‘Issue Groups’ option will display all calls for the period selected for all issue groups. This can be especially useful when trying to identify problem areas and trying to improve efficiency.

The ‘Issue Details’ option will display all calls for the period selected for all issue details.

When selecting dates you may find it easier using the quick date buttons. Selecting any of these buttons will automatically set the ‘From’ and ‘To’ dates enabling the user to quickly compare stats from one period to another.