Real-time (Data source)

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OVERVIEW

Real-time data sources provide live operational data from the platform. Unlike other data sources, the values displayed in these data sources are refreshed in real-time to reflect the current system activity.

Like all data sources, real-time data sources can be used to create explorations, containing KPIs. Their main specificity is that explorations and KPIs built from these data sources are updated in real time, making them particularly useful for live monitoring and operational supervision.

Some metrics are calculated based on the current state of interactions and advisors, while cumulative totals (such as totals of incoming or outgoing interactions) are calculated from the beginning of the day and are reset at midnight.

Once created, KPIs based on real-time data sources can be used in dashboards and can therefore be leveraged in scenarios that rely on these dashboards.

Real-time data sources are available directly from Reporter > Data sources > Real time.

Real-time data sources do not support filters.

The available real-time data sources are:

• Queues
• Voice queues
• Messaging queues
• Email queues
• Advisors
• Voice advisors
• Email advisors
• Messaging advisors
• Voice campaigns

1. Queues

This data source aggregates queue activity across all flows (voice, email, and messaging).

Default columns

• Queue ID – Unique identifier of the queue.
• Number of calls received – Total number of incoming calls received by the queue since the beginning of the day.
• Number of calls on hold – Current number of calls waiting in the queue.
• Number of calls presented – Number of calls currently being presented to advisors.
• Number of calls being processed – Number of calls currently handled by advisors.
• Number of calls accepted – Total number of calls accepted by advisors since the beginning of the day.
• Number of calls canceled – Total number of calls canceled before being handled.
• Number of calls refused – Total number of calls refused by advisors.
• Number of call missed – Total number of calls that were not answered.
• Average call handle time – Average duration of call handling including talk time and post-interaction time.
• Average call talk time – Average duration of conversations between advisors and contacts.
• Average call post-interaction time – Average duration of post-interaction processing after calls.
• Number of emails received – Total number of incoming emails received since the beginning of the day.
• Number of emails in queue – Current number of emails waiting in the queue.
• Number of emails being presented – Number of emails currently proposed to advisors.
• Number of emails being processed – Number of emails currently handled by advisors.
• Number of email accepted – Total number of emails accepted by advisors since the beginning of the day.
• Number of emails canceled – Total number of emails canceled before processing.
• Number of emails refused – Total number of emails refused by advisors.
• Number of emails missed – Total number of emails not handled.
• Average email handle time – Average total time spent handling emails.
• Average email editing time – Average time spent writing or editing email responses.
• Average email post-interaction time – Average duration of post-interaction processing after emails.
• Number of messages received – Total number of incoming messaging interactions received since the beginning of the day.
• Number of messages in queue – Current number of messaging interactions waiting in the queue.
• Number of messages being presented – Number of messaging interactions currently proposed to advisors.
• Number of messages being processed – Number of messaging interactions currently handled by advisors.
• Number of messages accepted – Total number of messaging interactions accepted by advisors since the beginning of the day.
• Number of messages canceled – Total number of messaging interactions canceled before processing.
• Number of messages refused – Total number of messaging interactions refused by advisors.
• Number of messages missed – Total number of messaging interactions not handled.
• Average message handle time – Average total time spent handling messaging interactions.
• Average message exchange time – Average duration of exchanges between advisors and contacts.
• Average message post-interaction time – Average duration of post-interaction processing after messaging interactions.
• Number of messages pending response from contact – Number of messaging interactions waiting for a reply from the contact.
• Total number of competent advisors (voice flow) – Total number of advisors configured and available for the voice queue.
• Number of inactive advisors (voice flow not enabled) – Number of advisors assigned to the queue but currently not available for voice interactions.
• Number of advisors in processing (voice flow) – Number of advisors currently handling voice interactions.
• Number of advisors in Processing-type activity (voice flow) – Number of advisors currently performing a Processing-type activity for voice interactions.
• Number of advisors in Productive Unavailability-type activity (voice flow) – Number of advisors currently in productive unavailability for voice interactions.
• Number of advisors in Non-productions Unavailability-type activity (voice flow) – Number of advisors currently in non-productive unavailability for voice interactions.
• Total number of competent advisors (email flow) – Total number of advisors configured and available for the email queue.
• Number of inactive advisors (email flow not enabled) – Number of advisors assigned to the queue but currently not available for email interactions.
• Number of advisors in processing (email flow) – Number of advisors currently handling email interactions.
• Number of advisors in Processing-type activity (email flow) – Number of advisors currently performing a Processing-type activity for email interactions.
• Number of advisors in Productive Unavailability-type activity (email flow) – Number of advisors currently in productive unavailability for email interactions.
• Number of advisors in Non-productions Unavailability-type activity (email flow) – Number of advisors currently in non-productive unavailability for email interactions.
• Total number of competent advisors (messaging flow) – Total number of advisors configured and available for messaging interactions.
• Number of inactive advisors (messaging flow not enabled) – Number of advisors assigned to the queue but currently not available for messaging interactions.
• Number of advisors in processing (messaging flow) – Number of advisors currently handling messaging interactions.
• Number of advisors in Processing-type activity (messaging flow) – Number of advisors currently performing a Processing-type activity for messaging interactions.
• Number of advisors in Productive Unavailability-type activity (messaging flow) – Number of advisors currently in productive unavailability for messaging interactions.
• Number of advisors in Non-productions Unavailability-type activity (messaging flow) – Number of advisors currently in non-productive unavailability for messaging interactions.

Additional columns

• Average call wait time – Average time calls spend waiting in the queue before being handled.
• Average email wait time – Average time emails spend waiting before being processed.
• Average message wait time – Average time messaging interactions spend waiting before being handled.
• Max. call wait time – Maximum waiting time reached by calls.
• Max. email wait time – Maximum waiting time reached by emails.
• Max. message wait time – Maximum waiting time reached by messaging interactions.
• Number of calls processed in SLA – Number of calls handled within the defined SLA.
• Number of calls recorded – Number of calls that were recorded.
• Number of emails processed in SLA – Number of emails handled within the defined SLA.
• Number of emails reviewed – Number of emails reviewed through quality processes.
• Number of messages processed in SLA – Number of messaging interactions handled within the defined SLA.

2. Voice queues

This data source provides real-time metrics for voice queues.

Default columns

• Voice queue ID – Unique identifier of the voice queue.
• Total number of calls – Total number of incoming calls received since the beginning of the day.
• Number of calls on hold – Current number of calls waiting in the queue.
• Number of calls being presented – Number of calls currently being presented to advisors.
• Number of calls being processed – Number of calls currently handled by advisors.
• Number of calls accepted – Total number of calls accepted by advisors since the beginning of the day.
• Number of calls canceled – Total number of calls canceled before being handled.
• Number of calls refused – Total number of calls refused by advisors.
• Number of call missed – Total number of calls not answered.
• Average call handle time – Average duration of call handling including talk time and post-interaction time.
• Average call talk time – Average duration of conversations between advisors and contacts.
• Average call post-interaction time – Average duration of post-interaction processing after calls.
• Total number of competent advisors – Total number of advisors configured and available for the voice queue.
• Number of inactive advisors – Number of advisors assigned but currently not available for voice interactions.
• Number of advisors in processing – Number of advisors currently handling voice interactions.
• Number of advisors in Processing-type activity – Number of advisors currently performing a Processing-type activity for voice interactions.
• Number of advisors in Productive Unavailability-type activity – Number of advisors currently in productive unavailability for voice interactions.
• Number of advisors in Non-productions Unavailability-type activity – Number of advisors currently in non-productive unavailability for voice interactions.

Additional columns

• Average call wait time – Average time calls spend waiting in the queue.
• Max. call wait time – Maximum waiting time reached by calls.
• Number of calls processed in SLA – Number of calls handled within SLA.
• Number of calls recorded – Number of calls that were recorded.

3. Messaging queues

This data source provides real-time metrics for messaging queues.

Default columns

• Messaging queue ID – Unique identifier of the messaging queue.
• Total number of messages – Total number of messages received since the beginning of the day.
• Number of messages in queue – Current number of messages waiting in the queue.
• Number of messages being presented – Number of messages currently presented to advisors.
• Number of messages being processed – Number of messages currently handled by advisors.
• Number of messages accepted – Total number of messages accepted by advisors since the beginning of the day.
• Number of messages canceled – Total number of messages canceled before being handled.
• Number of messages refused – Total number of messages refused by advisors.
• Number of messages missed – Total number of messages not handled.
• Average message handle time – Average total time spent handling messages.
• Average message exchange time – Average duration of exchanges between advisors and contacts.
• Average message post-interaction time – Average duration of post-interaction processing after messages.
• Number of messages pending response – Number of messages waiting for a reply from contacts.
• Total number of competent advisors – Total number of advisors configured and available for messaging interactions.
• Number of inactive advisors – Number of advisors assigned but currently not available for messaging interactions.
• Number of advisors in processing – Number of advisors currently handling messaging interactions.
• Number of advisors in Processing-type activity – Number of advisors performing a Processing-type activity.
• Number of advisors in Productive Unavailability-type activity – Number of advisors currently in productive unavailability.
• Number of advisors in Non-productions Unavailability-type activity – Number of advisors currently in non-productive unavailability.

Additional columns

• Average message wait time – Average time messages spend waiting in the queue.
• Max. Message wait time – Maximum waiting time reached by messages.
• Number of messages processed in SLA – Number of messages handled within SLA.

4. Email queues

This data source provides real-time metrics for email queues.

Default columns

• Email queue ID – Unique identifier of the email queue.
• Total number of emails – Total number of emails received since the beginning of the day.
• Number of emails in queue – Current number of emails waiting in the queue.
• Number of emails being presented – Number of emails currently presented to advisors.
• Number of emails being processed – Number of emails currently handled by advisors.
• Number of email accepted – Total number of emails accepted by advisors since the beginning of the day.
• Number of emails canceled – Total number of emails canceled before being handled.
• Number of emails refused – Total number of emails refused by advisors.
• Number of emails missed – Total number of emails not handled.
• Average email handle time – Average total time spent handling emails.
• Average email editing time – Average time spent writing or editing email responses.
• Average email post-interaction time – Average duration of post-interaction processing after emails.
• Total number of competent advisors – Total number of advisors configured and available for email interactions.
• Number of inactive advisors – Number of advisors assigned but currently not available for email interactions.
• Number of advisors in processing – Number of advisors currently handling emails.
• Number of advisors in Processing-type activity – Number of advisors performing a Processing-type activity.
• Number of advisors in Productive Unavailability-type activity – Number of advisors currently in productive unavailability.
• Number of advisors in Non-productions Unavailability-type activity – Number of advisors currently in non-productive unavailability.

Additional columns

• Average email wait time – Average time emails spend waiting in the queue.
• Max. email wait time – Maximum waiting time reached by emails.
• Number of emails processed in SLA – Number of emails handled within SLA.
• Number of emails reviewed – Number of emails reviewed through quality processes.

5. Advisors

This data source provides global real-time metrics for advisors across all flows.

Default columns

• Advisor ID – Unique identifier of the advisor.
• Cumulative Processing-type activity time – Total time spent in Processing-type activities.
• Cumulative Productive Unavailability-type activity time – Total time in productive unavailability.
• Cumulative Non-productive Unavailability-type activity time – Total time in non-productive unavailability.
• Number of incoming calls received – Total incoming calls received since the beginning of the day.
• Number of incoming calls accepted – Total incoming calls accepted since the beginning of the day.
• Number of incoming calls refused – Total incoming calls refused.
• Number of incoming calls missed – Total incoming calls missed.
• Number of outgoing calls made – Total outgoing calls made.
• Number of outgoing calls accepted – Total outgoing calls accepted.
• Number of outgoing calls refused – Total outgoing calls refused.
• Number of outgoing calls missed – Total outgoing calls missed.
• Number of incoming emails received – Total incoming emails received.
• Number of incoming emails accepted – Total incoming emails accepted.
• Number of incoming emails refused – Total incoming emails refused.
• Number of incoming emails missed – Total incoming emails missed.
• Number of outgoing emails sent – Total outgoing emails sent.
• Number of outgoing emails accepted – Total outgoing emails accepted.
• Number of outgoing emails refused – Total outgoing emails refused.
• Number of outgoing emails missed – Total outgoing emails missed.
• Total number of incoming messages received – Total incoming messaging interactions received.
• Number of incoming messages accepted – Total incoming messages accepted.
• Number of incoming messages refused – Total incoming messages refused.
• Number of incoming messages missed – Total incoming messages missed.
• Number of outgoing messages sent – Total outgoing messages sent.
• Number of outgoing messages accepted – Total outgoing messages accepted.
• Number of ongoing messages refused – Ongoing messages refused.
• Number of outgoing messages missed – Total outgoing messages missed.

Additional columns

• Average incoming call handle time – Average duration to handle incoming calls.
• Average incoming call post-interaction time – Average post-interaction time after incoming calls.
• Average incoming call talk time – Average talk time of incoming calls.
• Average incoming email editing time – Average time to edit incoming emails.
• Average incoming email handle time – Average total time handling incoming emails.
• Average incoming email post-interaction time – Average post-interaction time after incoming emails.
• Average incoming message exchange time – Average duration of message exchanges with contacts.
• Average incoming message handle time – Average total time handling incoming messages.
• Average incoming message post-interaction time – Average post-interaction time for incoming messages.
• Average outgoing call handle time – Average duration to handle outgoing calls.
• Average outgoing call post-interaction time – Average post-interaction time after outgoing calls.
• Average outgoing call talk time – Average talk time for outgoing calls.
• Average outgoing email editing time – Average time to edit outgoing emails.
• Average outgoing email handle time – Average total time handling outgoing emails.
• Average outgoing email post-interaction time – Average post-interaction time after outgoing emails.
• Average outgoing message exchange time – Average duration of message exchanges for outgoing messages.
• Average outgoing message handle time – Average total time handling outgoing messages.
• Average outgoing message post-interaction time – Average post-interaction time after outgoing messages.
• Number of incoming calls recorded – Total number of recorded incoming calls.
• Number of outgoing calls recorded – Total number of recorded outgoing calls.

6. Voice advisors

This data source provides real-time metrics for advisors handling voice interactions.

Default columns

• User ID – Unique identifier of the advisor.
• Cumulative Processing-type activity time – Total time in Processing-type activities.
• Cumulative Productive Unavailability-type activity time – Total time in productive unavailability.
• Cumulative Non-productive Unavailability-type activity time – Total time in non-productive unavailability.
• Number of incoming calls received – Total incoming calls received since the beginning of the day.
• Number of incoming calls accepted – Total incoming calls accepted.
• Number of incoming calls refused – Total incoming calls refused.
• Number of incoming calls missed – Total incoming calls missed.
• Total number of outgoing calls made – Total outgoing calls made.
• Number of outgoing calls accepted – Total outgoing calls accepted.
• Number of outgoing calls refused – Total outgoing calls refused.
• Number of outgoing calls missed – Total outgoing calls missed.

Additional columns

• Average incoming handle time – Average duration to handle incoming calls.
• Average incoming call post-interaction time – Average post-interaction time for incoming calls.
• Average incoming call talk time – Average talk time for incoming calls.
• Average outgoing call handle time – Average duration to handle outgoing calls.
• Average outgoing call post-interaction time – Average post-interaction time for outgoing calls.
• Average outgoing call talk time – Average talk time for outgoing calls.
• Number of incoming calls recorded – Number of incoming calls recorded.
• Number of outgoing calls recorded – Number of outgoing calls recorded.

7. Email advisors

This data source provides real-time metrics for advisors handling email interactions.

Default columns

• User ID – Unique identifier of the advisor.
• Cumulative Processing-type activity time – Total time in Processing-type activities.
• Cumulative Productive Unavailability-type activity time – Total time in productive unavailability.
• Cumulative Non-productive Unavailability-type activity time – Total time in non-productive unavailability.
• Total number of incoming emails – Total incoming emails since the beginning of the day.
• Number of incoming emails accepted – Total incoming emails accepted.
• Number of incoming emails refused – Total incoming emails refused.
• Number of incoming emails missed – Total incoming emails missed.
• Total number of outgoing emails – Total outgoing emails sent.
• Number of outgoing emails accepted – Total outgoing emails accepted.
• Number of outgoing emails refused – Total outgoing emails refused.
• Number of outgoing emails missed – Total outgoing emails missed.

Additional columns

• Average incoming email editing time – Average time to edit incoming emails.
• Average incoming email handle time – Average time handling incoming emails.
• Average incoming email post-interaction time – Average post-interaction time for incoming emails.
• Average outgoing email editing time – Average time to edit outgoing emails.
• Average outgoing email handle time – Average time handling outgoing emails.
• Average outgoing email post-interaction time – Average post-interaction time for outgoing emails.

8. Messaging advisors

This data source provides real-time metrics for advisors handling messaging interactions.

Default columns

• User ID – Unique identifier of the advisor.
• Cumulative Processing-type activity time – Total time in Processing-type activities.
• Cumulative Productive Unavailability-type activity time – Total time in productive unavailability.
• Cumulative Non-productive Unavailability-type activity time – Total time in non-productive unavailability.
• Total number of incoming messages – Total incoming messages since the beginning of the day.
• Number of incoming messages accepted – Total incoming messages accepted.
• Number of incoming messages refused – Total incoming messages refused.
• Number of incoming messages missed – Total incoming messages missed.
• Total number of outgoing messages – Total outgoing messages sent.
• Number of outgoing messages accepted – Total outgoing messages accepted.
• Number of ongoing messages refused – Ongoing messages refused.
• Number of outgoing messages missed – Total outgoing messages missed.

Additional columns

• Average incoming message exchange time – Average duration of message exchanges with contacts.
• Average incoming message handle time – Average time handling incoming messages.
• Average incoming message post-interaction time – Average post-interaction time for incoming messages.
• Average outgoing message exchange time – Average duration of message exchanges for outgoing messages.
• Average outgoing message handle time – Average time handling outgoing messages.
• Average outgoing message post-interaction time – Average post-interaction time for outgoing messages.

9. Voice campaigns

This data source provides real-time monitoring metrics for voice campaigns.

Default columns

• Voice campaign ID – Unique identifier of the voice campaign.
• Number of target ringing – Number of targets currently ringing.
• Number of targets being processed – Number of targets currently being processed.
• Total number of targets – Total number of targets in the campaign.
• Number of targets in queue – Number of targets waiting in the campaign queue.
• Number of subscribed advisors – Number of advisors assigned to the campaign.