Dashboard

General information

On the Dashboard page, you can view the current data on campaigns and agents for your project in the Teliqon Autodialer Software:

The Dashboard consists of three pages:

1. Active campaigns;

2. Active agents;

3. Live Call Statistics.

Active campaigns

On the Active Campaigns page, you can view campaigns that are currently in active status, meaning they are being processed by the system and assigned agents in real-time:

The page contains the following sections:

1. At the top of the page, there are buttons for switching between the following sections: “Active Campaigns”, “Active Agents”, and “Live Call Statistics”.

2. Below the toggle buttons, there is a control panel for managing records, which includes the following:

a. A search bar that allows you to quickly find campaigns by full or partial match of characters in the campaign name.

To use the search bar, simply enter the campaign name and the system will automatically start searching. The search is case-sensitive, so for accurate results, make sure to use the correct uppercase and lowercase letters.

b. A campaign name filter. To select the campaign name you want to filter by, click the dropdown list and choose one or more options. You can start typing the campaign name to narrow down the list of available values. After selection, the name will appear in the selected list. You can reset it using the “Reset Filters” button.

1. A table with data on active campaigns, consisting of the following columns:

a. Campaign Name;

b. Creation Date;

c. Coefficient;

d. Delayed until;

e. In Queue;

f. Total Calls;

g. Agents On Call;

h. Online Agents;

i. Waiting Clients;

j. Ringing clients.

Active Agents

On the Active Agents page, you can view agents who are currently in active status:

The page contains the following sections:

1. At the top of the page, there are buttons for switching between the following sections: “Active Campaigns”, “Active Agents”, and “Live Call Statistics”.

2. Below the toggle buttons, there is a control panel for managing records, which includes the following:

a. A search bar that allows you to quickly find active agents by full or partial match of characters in the agent's name or email address.

To use the search bar, simply enter a few characters and the system will automatically start searching. The search is case-sensitive, so for accurate results, make sure to use the correct uppercase and lowercase letters.

b. A campaign name filter. To select the status you want to filter by, click the dropdown list and choose one or more options. You can start typing the status name to narrow down the list of available values. After selection, the status will appear in the selected list. You can reset it using the “Reset Filters” button.

2. A table with data on active campaigns, consisting of the following columns:

a. Agent Name;

b. Agent Status;

c. Time On Status;

d. Time online;

e. Campaign;

f. Calls Handled;

g. Destination;

h. Duration;

i. Lead Status;

j. Actions:

i. Lead;

ii. Spy - Listen to an active call without being heard by either party;

iii. Whisper - Join the call and provide guidance to the agent without being heard by the lead;

iv. Barge - Join the call as a full third participant, audible to both the agent and the lead;

v. Block.

The active agent statuses you can view on this page include:

1. Online - The agent is ready to receive calls, but their campaigns are not yet active;

2. On Call - The agent is currently in a conversation with a client (lead);

3. Feedback - The agent is evaluating the outcome of the conversation with the client (lead);

4. On Hold - The agent is on hold, according to the specified hold time between calls in the campaign. You can read more about campaign here;

5. Pause - The agent has manually paused themselves from their personal dashboard. This status name may vary, as it can be customized by the account administrators.

To use the Spy (call monitoring) feature, click the headphones icon. After that, the listening window will open:

If you have joined a conversation in “Whisper” mode but need to temporarily mute your microphone, you can do so using the top toolbar. There, you will find a microphone icon - click it to mute your microphone, and the agent will no longer hear you.

To unmute, simply click the icon again:

To use the Whisper feature (join a call and provide guidance to the agent), click the microphone icon. After that, the call participation window will open. It is important to note that the lead will not hear your instructions, and they will not be recorded in the call recording:

To use the “Barge” mode and actively participate in the call, click the two-person icon. This will open the call participation window. Please note that in this mode both the lead and the agent will hear you, and your voice will be included in the call recording, which will be available for playback in the CDR section:

You can also view the current lead the agent is speaking with and block the agent directly from this page:

When viewing a lead, a lead card will open:

When an agent is blocked, the system will automatically log them out of the dialer's personal account and prevent them from logging in again. The block can be removed in the Agents → Agent List section.

Live Call Statistics

On the Live Call Statistics page, you can view calls that have just been completed with a specific status:

The page contains the following sections:

1. At the top, there are buttons for switching between Active Campaigns and Active Agents.

2. Below the navigation buttons, there is a record management panel, which includes:

Here you can click the “Filter / Group by / Order by” button to configure how records are filtered on the page. You can also start typing a value to narrow down the list of available options:

a. Lead List Filter - allows you to conveniently search for active lead lists using a dropdown menu.

b. Agent Group Filter - allows you to select the agent group status to filter by, using a dropdown menu.

c. Agent Filter - allows you to select an agent to filter by, using a dropdown menu.

d. Lead country filter - allows you to select a country to filter by, using a dropdown menu.

e. Call Disposition Filter – allows you to select the call status to filter by, using a dropdown menu.

f. Feedback Status Filter – allows you to select the feedback status to filter by, using a dropdown menu.

3. The table of real-time call data consists of the following columns:

a. Campaign / Lead List / Status – campaign name, associated lead list, and current status;

b. Calls Count – total number of calls;

c. % – percentage of calls relative to all completed calls;

d. Leads Count – number of leads;

e. Duration – length of the call;

f. On Call Time – total time spent on calls;

g. Talk Time – actual conversation time;

h. Avg On Call Time – average total time spent on calls;

i. Calls/Hour – forecasted number of calls per hour;

j. Talk Time/Hour – conversation time per hour.