Dashboard Call Metrics

Dashboard Call Metrics

Welcome to Maqsam’s portal! This page is where you can have an analytical overview over your activities through navigating the charts and widgets that are listed in the dashboard. 


Available Metrics on the Dashboard

πŸ”Ž Filters

At the top of your dashboard, you will find simple filters to help you customize the view. You can adjust the below: 

  • Time Period 

  • Agents 

  • Groups

  • Numbers



πŸ“Š Visuals and Graphs

Right under the filters, you will find two helpful graphs that will give a clear overall picture of your calls traffic. You can view the below:

  • Calls Timeline: A graph of the overall traffic over a specific period of time.

  • Calls Distribution: A graph to view the total number of inbound vs. outbound traffic over a period of time. 


These visuals are are broken down by color: 

  • πŸ”΅ Blue = Inbound Calls

  • 🟠 Orange = Outbound Calls



πŸ“₯ Inbound Call Metrics (πŸ”΅ Blue Cards) 

Below the graphs, you will find blue-highlighted cards to help you track your incoming (inbound) call activity. Each card is explained in the table below: 

Card

Definition

Calculation

πŸ“₯ Inbound Count

Total number of incoming calls

-

πŸ”» Dropped Rate

% Percentage of inbound calls received outside working hours

(Dropped calls count Γ· Total incoming calls count) Γ— 100

⏱️ Avg. Handle Time

Average handling time saved on the call 

Includes last completed call + ACW

⏳ Avg. Wait Time

Average time customers waited before connecting to an agent (can be while they’re on the queue)

-

⏳ Avg. Abandon Time

Average time a customer waited before abandoning the call (can be while they’re on the queue)

-

🎯 Within Service Level

Numbers of calls serviced within the SLA time which is set in the account settings (Service Level Agreement)

-

πŸ“ˆ Service Level Rate

% Percentage of calls serviced within the SLA time which is set in the account settings (Service Level Agreement)

(Within service level calls Γ· Queued calls count) Γ— 100

βœ… Serviced Count

Numbers of calls that were successfully handled


πŸ•’ Queued Calls Count

Number of incoming calls that have waiting time (e.g. placed in queue)


🚫 Abandoned Count

Number of incoming calls marked as abandoned (e.g. not answered by an agent)

-

πŸ“‰ Abandonment Rate

% Percentage of incoming calls marked as abandoned

(Abandoned calls count Γ· Total incoming calls count) Γ— 100

πŸŒ› Out of Hours Rate

% Percentage of inbound calls received outside working hours

(Out-of-hours calls count Γ· Total incoming calls count) Γ— 100

πŸ“Š Handling Rate

% Percentage of total calls that were handled

(Calls with handling time Γ· Total incoming calls count) Γ— 100



πŸ“€ Outbound Call Metrics (🟠 Orange Cards) 

Below the graphs, you will also find orange-highlighted cards to help you track your outgoing (outbound) call activity. Each card is explained in the table below:

Card

Definition

Calculation

πŸ“€ Outbound Count

Total number of outgoing calls

-

⏱️ Avg. Duration

Average duration saved on the call 

Initial call for incoming/campaign, first external connection for outgoing

☎️ Pickup Rate

% Percentage of calls that were picked up

(Completed outgoing calls Γ· Connected (completed, busy, no_answer) outgoing calls) Γ— 100



β€‹πŸ›‘οΈ Who can access the dashboard?  

Access to the dashboard and its data depends on your user role and permissions.

Info
Don't see the dashboard? Check with your admin.

βœ… Where to find the dashboard?  

Once you login to your Maqsam account, you will directly land on it via this URL portal.maqsam.com.

🧾 Explore Advanced Reporting

For in-depth analysis, explore our Maqsam Reporting Engine. It’s designed to help you create your own customized reports with deeper insights into your data.

    • Related Articles

    • Welcome to Maqsam

      We are happy to have you join the Maqsam family! Below are few basic configurations to make sure your Maqsam account is set to what suits you best. Your Maqsam Dialer Make sure your dialer is in the correct state. If you want to make outbound calls ...

    • Live Page

      The Live page provides real-time insights into agent activity, statuses, and availability, refreshed every 5 seconds. It is accessible to account administrators, allowing them to monitor up-to-date information on the status of all agents related to ...

    • The Dialer

      The Dialer is a tool that enables agents to make and receive inbound and outbound calls from any registered device. In addition to the ability to make Internal Calls, Transfer Calls to other available agents and view Phonebook and history of calls ...

    • Calls Page

      The Calls Page is an essential part of admins and agents day to day operations as it displays all call history, recordings, tags and other call-related data. Under this tab, you can find all calls performed in the system historically since the ...

    • Mobile App Dialer

      Mobile App Dialer enables you to make and receive calls as well as access the phonebook and calls log . Below are the feature of the mobile app Dialing and receiving calls In order to easily change the country prefix, you can enter + followed by the ...