{"id":6030,"date":"2026-02-12T09:41:52","date_gmt":"2026-02-12T08:41:52","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=6030"},"modified":"2026-02-12T09:41:53","modified_gmt":"2026-02-12T08:41:53","slug":"real-time-data-source","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/real-time-data-source\/","title":{"rendered":"Real-time (Data source)"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"\" class=\"wp-image-3984\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p>[<em>Reading time: 17 minutes<\/em>]<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"overview\">OVERVIEW<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"565\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-1024x565.png\" alt=\"\" class=\"wp-image-6031\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-1024x565.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-300x166.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-768x424.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-50x28.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-1536x848.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-2048x1131.png 2048w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-60x33.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/02\/Capture-decran-2026-02-03-a-09.59.34-100x55.png 100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>Real-time data sources are available directly from Reporter &gt; Data sources &gt; Real time.<\/p>\n\n\n\n<p>Real-time data sources do not support filters.<\/p>\n\n\n\n<p>The available real-time data sources are:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Queues<\/li>\n\n\n\n<li>Voice queues<\/li>\n\n\n\n<li>Messaging queues<\/li>\n\n\n\n<li>Email queues<\/li>\n\n\n\n<li>Advisors<\/li>\n\n\n\n<li>Voice advisors<\/li>\n\n\n\n<li>Email advisors<\/li>\n\n\n\n<li>Messaging advisors<\/li>\n\n\n\n<li>Voice campaigns<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">1. Queues<\/h2>\n\n\n\n<p>This data source aggregates queue activity across all flows (voice, email, and messaging).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Queue ID<\/strong> \u2013 Unique identifier of the queue.<\/li>\n\n\n\n<li><strong>Number of calls received<\/strong> \u2013 Total number of incoming calls received by the queue since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of calls on hold<\/strong> \u2013 Current number of calls waiting in the queue.<\/li>\n\n\n\n<li><strong>Number of calls presented<\/strong> \u2013 Number of calls currently being presented to advisors.<\/li>\n\n\n\n<li><strong>Number of calls being processed<\/strong> \u2013 Number of calls currently handled by advisors.<\/li>\n\n\n\n<li><strong>Number of calls accepted<\/strong> \u2013 Total number of calls accepted by advisors since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of calls canceled<\/strong> \u2013 Total number of calls canceled before being handled.<\/li>\n\n\n\n<li><strong>Number of calls refused<\/strong> \u2013 Total number of calls refused by advisors.<\/li>\n\n\n\n<li><strong>Number of call missed<\/strong> \u2013 Total number of calls that were not answered.<\/li>\n\n\n\n<li><strong>Average call handle time<\/strong> \u2013 Average duration of call handling including talk time and post-interaction time.<\/li>\n\n\n\n<li><strong>Average call talk time<\/strong> \u2013 Average duration of conversations between advisors and contacts.<\/li>\n\n\n\n<li><strong>Average call post-interaction time<\/strong> \u2013 Average duration of post-interaction processing after calls.<\/li>\n\n\n\n<li><strong>Number of emails received<\/strong> \u2013 Total number of incoming emails received since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of emails in queue<\/strong> \u2013 Current number of emails waiting in the queue.<\/li>\n\n\n\n<li><strong>Number of emails being presented<\/strong> \u2013 Number of emails currently proposed to advisors.<\/li>\n\n\n\n<li><strong>Number of emails being processed<\/strong> \u2013 Number of emails currently handled by advisors.<\/li>\n\n\n\n<li><strong>Number of email accepted<\/strong> \u2013 Total number of emails accepted by advisors since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of emails canceled<\/strong> \u2013 Total number of emails canceled before processing.<\/li>\n\n\n\n<li><strong>Number of emails refused<\/strong> \u2013 Total number of emails refused by advisors.<\/li>\n\n\n\n<li><strong>Number of emails missed<\/strong> \u2013 Total number of emails not handled.<\/li>\n\n\n\n<li><strong>Average email handle time<\/strong> \u2013 Average total time spent handling emails.<\/li>\n\n\n\n<li><strong>Average email editing time<\/strong> \u2013 Average time spent writing or editing email responses.<\/li>\n\n\n\n<li><strong>Average email post-interaction time<\/strong> \u2013 Average duration of post-interaction processing after emails.<\/li>\n\n\n\n<li><strong>Number of messages received<\/strong> \u2013 Total number of incoming messaging interactions received since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of messages in queue<\/strong> \u2013 Current number of messaging interactions waiting in the queue.<\/li>\n\n\n\n<li><strong>Number of messages being presented<\/strong> \u2013 Number of messaging interactions currently proposed to advisors.<\/li>\n\n\n\n<li><strong>Number of messages being processed<\/strong> \u2013 Number of messaging interactions currently handled by advisors.<\/li>\n\n\n\n<li><strong>Number of messages accepted<\/strong> \u2013 Total number of messaging interactions accepted by advisors since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of messages canceled<\/strong> \u2013 Total number of messaging interactions canceled before processing.<\/li>\n\n\n\n<li><strong>Number of messages refused<\/strong> \u2013 Total number of messaging interactions refused by advisors.<\/li>\n\n\n\n<li><strong>Number of messages missed<\/strong> \u2013 Total number of messaging interactions not handled.<\/li>\n\n\n\n<li><strong>Average message handle time<\/strong> \u2013 Average total time spent handling messaging interactions.<\/li>\n\n\n\n<li><strong>Average message exchange time<\/strong> \u2013 Average duration of exchanges between advisors and contacts.<\/li>\n\n\n\n<li><strong>Average message post-interaction time<\/strong> \u2013 Average duration of post-interaction processing after messaging interactions.<\/li>\n\n\n\n<li><strong>Number of messages pending response from contact<\/strong> \u2013 Number of messaging interactions waiting for a reply from the contact.<\/li>\n\n\n\n<li><strong>Total number of competent advisors (voice flow)<\/strong> \u2013 Total number of advisors configured and available for the voice queue.<\/li>\n\n\n\n<li><strong>Number of inactive advisors (voice flow not enabled)<\/strong> \u2013 Number of advisors assigned to the queue but currently not available for voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in processing (voice flow)<\/strong> \u2013 Number of advisors currently handling voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Processing-type activity (voice flow)<\/strong> \u2013 Number of advisors currently performing a Processing-type activity for voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Productive Unavailability-type activity (voice flow)<\/strong> \u2013 Number of advisors currently in productive unavailability for voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Non-productions Unavailability-type activity (voice flow)<\/strong> \u2013 Number of advisors currently in non-productive unavailability for voice interactions.<\/li>\n\n\n\n<li><strong>Total number of competent advisors (email flow)<\/strong> \u2013 Total number of advisors configured and available for the email queue.<\/li>\n\n\n\n<li><strong>Number of inactive advisors (email flow not enabled)<\/strong> \u2013 Number of advisors assigned to the queue but currently not available for email interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in processing (email flow)<\/strong> \u2013 Number of advisors currently handling email interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Processing-type activity (email flow)<\/strong> \u2013 Number of advisors currently performing a Processing-type activity for email interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Productive Unavailability-type activity (email flow)<\/strong> \u2013 Number of advisors currently in productive unavailability for email interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Non-productions Unavailability-type activity (email flow)<\/strong> \u2013 Number of advisors currently in non-productive unavailability for email interactions.<\/li>\n\n\n\n<li><strong>Total number of competent advisors (messaging flow)<\/strong> \u2013 Total number of advisors configured and available for messaging interactions.<\/li>\n\n\n\n<li><strong>Number of inactive advisors (messaging flow not enabled)<\/strong> \u2013 Number of advisors assigned to the queue but currently not available for messaging interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in processing (messaging flow)<\/strong> \u2013 Number of advisors currently handling messaging interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Processing-type activity (messaging flow)<\/strong> \u2013 Number of advisors currently performing a Processing-type activity for messaging interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Productive Unavailability-type activity (messaging flow)<\/strong> \u2013 Number of advisors currently in productive unavailability for messaging interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Non-productions Unavailability-type activity (messaging flow)<\/strong> \u2013 Number of advisors currently in non-productive unavailability for messaging interactions.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average call wait time<\/strong> \u2013 Average time calls spend waiting in the queue before being handled.<\/li>\n\n\n\n<li><strong>Average email wait time<\/strong> \u2013 Average time emails spend waiting before being processed.<\/li>\n\n\n\n<li><strong>Average message wait time<\/strong> \u2013 Average time messaging interactions spend waiting before being handled.<\/li>\n\n\n\n<li><strong>Max. call wait time<\/strong> \u2013 Maximum waiting time reached by calls.<\/li>\n\n\n\n<li><strong>Max. email wait time<\/strong> \u2013 Maximum waiting time reached by emails.<\/li>\n\n\n\n<li><strong>Max. message wait time<\/strong> \u2013 Maximum waiting time reached by messaging interactions.<\/li>\n\n\n\n<li><strong>Number of calls processed in SLA<\/strong> \u2013 Number of calls handled within the defined SLA.<\/li>\n\n\n\n<li><strong>Number of calls recorded<\/strong> \u2013 Number of calls that were recorded.<\/li>\n\n\n\n<li><strong>Number of emails processed in SLA<\/strong> \u2013 Number of emails handled within the defined SLA.<\/li>\n\n\n\n<li><strong>Number of emails reviewed<\/strong> \u2013 Number of emails reviewed through quality processes.<\/li>\n\n\n\n<li><strong>Number of messages processed in SLA<\/strong> \u2013 Number of messaging interactions handled within the defined SLA.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">2. Voice queues<\/h2>\n\n\n\n<p>This data source provides real-time metrics for voice queues.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Voice queue ID<\/strong> \u2013 Unique identifier of the voice queue.<\/li>\n\n\n\n<li><strong>Total number of calls<\/strong> \u2013 Total number of incoming calls received since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of calls on hold<\/strong> \u2013 Current number of calls waiting in the queue.<\/li>\n\n\n\n<li><strong>Number of calls being presented<\/strong> \u2013 Number of calls currently being presented to advisors.<\/li>\n\n\n\n<li><strong>Number of calls being processed<\/strong> \u2013 Number of calls currently handled by advisors.<\/li>\n\n\n\n<li><strong>Number of calls accepted<\/strong> \u2013 Total number of calls accepted by advisors since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of calls canceled<\/strong> \u2013 Total number of calls canceled before being handled.<\/li>\n\n\n\n<li><strong>Number of calls refused<\/strong> \u2013 Total number of calls refused by advisors.<\/li>\n\n\n\n<li><strong>Number of call missed<\/strong> \u2013 Total number of calls not answered.<\/li>\n\n\n\n<li><strong>Average call handle time<\/strong> \u2013 Average duration of call handling including talk time and post-interaction time.<\/li>\n\n\n\n<li><strong>Average call talk time<\/strong> \u2013 Average duration of conversations between advisors and contacts.<\/li>\n\n\n\n<li><strong>Average call post-interaction time<\/strong> \u2013 Average duration of post-interaction processing after calls.<\/li>\n\n\n\n<li><strong>Total number of competent advisors<\/strong> \u2013 Total number of advisors configured and available for the voice queue.<\/li>\n\n\n\n<li><strong>Number of inactive advisors<\/strong> \u2013 Number of advisors assigned but currently not available for voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in processing<\/strong> \u2013 Number of advisors currently handling voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Processing-type activity<\/strong> \u2013 Number of advisors currently performing a Processing-type activity for voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Productive Unavailability-type activity<\/strong> \u2013 Number of advisors currently in productive unavailability for voice interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Non-productions Unavailability-type activity<\/strong> \u2013 Number of advisors currently in non-productive unavailability for voice interactions.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average call wait time<\/strong> \u2013 Average time calls spend waiting in the queue.<\/li>\n\n\n\n<li><strong>Max. call wait time<\/strong> \u2013 Maximum waiting time reached by calls.<\/li>\n\n\n\n<li><strong>Number of calls processed in SLA<\/strong> \u2013 Number of calls handled within SLA.<\/li>\n\n\n\n<li><strong>Number of calls recorded<\/strong> \u2013 Number of calls that were recorded.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">3. Messaging queues<\/h2>\n\n\n\n<p>This data source provides real-time metrics for messaging queues.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Messaging queue ID<\/strong> \u2013 Unique identifier of the messaging queue.<\/li>\n\n\n\n<li><strong>Total number of messages<\/strong> \u2013 Total number of messages received since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of messages in queue<\/strong> \u2013 Current number of messages waiting in the queue.<\/li>\n\n\n\n<li><strong>Number of messages being presented<\/strong> \u2013 Number of messages currently presented to advisors.<\/li>\n\n\n\n<li><strong>Number of messages being processed<\/strong> \u2013 Number of messages currently handled by advisors.<\/li>\n\n\n\n<li><strong>Number of messages accepted<\/strong> \u2013 Total number of messages accepted by advisors since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of messages canceled<\/strong> \u2013 Total number of messages canceled before being handled.<\/li>\n\n\n\n<li><strong>Number of messages refused<\/strong> \u2013 Total number of messages refused by advisors.<\/li>\n\n\n\n<li><strong>Number of messages missed<\/strong> \u2013 Total number of messages not handled.<\/li>\n\n\n\n<li><strong>Average message handle time<\/strong> \u2013 Average total time spent handling messages.<\/li>\n\n\n\n<li><strong>Average message exchange time<\/strong> \u2013 Average duration of exchanges between advisors and contacts.<\/li>\n\n\n\n<li><strong>Average message post-interaction time<\/strong> \u2013 Average duration of post-interaction processing after messages.<\/li>\n\n\n\n<li><strong>Number of messages pending response<\/strong> \u2013 Number of messages waiting for a reply from contacts.<\/li>\n\n\n\n<li><strong>Total number of competent advisors<\/strong> \u2013 Total number of advisors configured and available for messaging interactions.<\/li>\n\n\n\n<li><strong>Number of inactive advisors<\/strong> \u2013 Number of advisors assigned but currently not available for messaging interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in processing<\/strong> \u2013 Number of advisors currently handling messaging interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in Processing-type activity<\/strong> \u2013 Number of advisors performing a Processing-type activity.<\/li>\n\n\n\n<li><strong>Number of advisors in Productive Unavailability-type activity<\/strong> \u2013 Number of advisors currently in productive unavailability.<\/li>\n\n\n\n<li><strong>Number of advisors in Non-productions Unavailability-type activity<\/strong> \u2013 Number of advisors currently in non-productive unavailability.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average message wait time<\/strong> \u2013 Average time messages spend waiting in the queue.<\/li>\n\n\n\n<li><strong>Max. Message wait time<\/strong> \u2013 Maximum waiting time reached by messages.<\/li>\n\n\n\n<li><strong>Number of messages processed in SLA<\/strong> \u2013 Number of messages handled within SLA.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">4. Email queues<\/h2>\n\n\n\n<p>This data source provides real-time metrics for email queues.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Email queue ID<\/strong> \u2013 Unique identifier of the email queue.<\/li>\n\n\n\n<li><strong>Total number of emails<\/strong> \u2013 Total number of emails received since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of emails in queue<\/strong> \u2013 Current number of emails waiting in the queue.<\/li>\n\n\n\n<li><strong>Number of emails being presented<\/strong> \u2013 Number of emails currently presented to advisors.<\/li>\n\n\n\n<li><strong>Number of emails being processed<\/strong> \u2013 Number of emails currently handled by advisors.<\/li>\n\n\n\n<li><strong>Number of email accepted<\/strong> \u2013 Total number of emails accepted by advisors since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of emails canceled<\/strong> \u2013 Total number of emails canceled before being handled.<\/li>\n\n\n\n<li><strong>Number of emails refused<\/strong> \u2013 Total number of emails refused by advisors.<\/li>\n\n\n\n<li><strong>Number of emails missed<\/strong> \u2013 Total number of emails not handled.<\/li>\n\n\n\n<li><strong>Average email handle time<\/strong> \u2013 Average total time spent handling emails.<\/li>\n\n\n\n<li><strong>Average email editing time<\/strong> \u2013 Average time spent writing or editing email responses.<\/li>\n\n\n\n<li><strong>Average email post-interaction time<\/strong> \u2013 Average duration of post-interaction processing after emails.<\/li>\n\n\n\n<li><strong>Total number of competent advisors<\/strong> \u2013 Total number of advisors configured and available for email interactions.<\/li>\n\n\n\n<li><strong>Number of inactive advisors<\/strong> \u2013 Number of advisors assigned but currently not available for email interactions.<\/li>\n\n\n\n<li><strong>Number of advisors in processing<\/strong> \u2013 Number of advisors currently handling emails.<\/li>\n\n\n\n<li><strong>Number of advisors in Processing-type activity<\/strong> \u2013 Number of advisors performing a Processing-type activity.<\/li>\n\n\n\n<li><strong>Number of advisors in Productive Unavailability-type activity<\/strong> \u2013 Number of advisors currently in productive unavailability.<\/li>\n\n\n\n<li><strong>Number of advisors in Non-productions Unavailability-type activity<\/strong> \u2013 Number of advisors currently in non-productive unavailability.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average email wait time<\/strong> \u2013 Average time emails spend waiting in the queue.<\/li>\n\n\n\n<li><strong>Max. email wait time<\/strong> \u2013 Maximum waiting time reached by emails.<\/li>\n\n\n\n<li><strong>Number of emails processed in SLA<\/strong> \u2013 Number of emails handled within SLA.<\/li>\n\n\n\n<li><strong>Number of emails reviewed<\/strong> \u2013 Number of emails reviewed through quality processes.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">5. Advisors<\/h2>\n\n\n\n<p>This data source provides global real-time metrics for advisors across all flows.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Advisor ID<\/strong> \u2013 Unique identifier of the advisor.<\/li>\n\n\n\n<li><strong>Cumulative Processing-type activity time<\/strong> \u2013 Total time spent in Processing-type activities.<\/li>\n\n\n\n<li><strong>Cumulative Productive Unavailability-type activity time<\/strong> \u2013 Total time in productive unavailability.<\/li>\n\n\n\n<li><strong>Cumulative Non-productive Unavailability-type activity time<\/strong> \u2013 Total time in non-productive unavailability.<\/li>\n\n\n\n<li><strong>Number of incoming calls received<\/strong> \u2013 Total incoming calls received since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of incoming calls accepted<\/strong> \u2013 Total incoming calls accepted since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of incoming calls refused<\/strong> \u2013 Total incoming calls refused.<\/li>\n\n\n\n<li><strong>Number of incoming calls missed<\/strong> \u2013 Total incoming calls missed.<\/li>\n\n\n\n<li><strong>Number of outgoing calls made<\/strong> \u2013 Total outgoing calls made.<\/li>\n\n\n\n<li><strong>Number of outgoing calls accepted<\/strong> \u2013 Total outgoing calls accepted.<\/li>\n\n\n\n<li><strong>Number of outgoing calls refused<\/strong> \u2013 Total outgoing calls refused.<\/li>\n\n\n\n<li><strong>Number of outgoing calls missed<\/strong> \u2013 Total outgoing calls missed.<\/li>\n\n\n\n<li><strong>Number of incoming emails received<\/strong> \u2013 Total incoming emails received.<\/li>\n\n\n\n<li><strong>Number of incoming emails accepted<\/strong> \u2013 Total incoming emails accepted.<\/li>\n\n\n\n<li><strong>Number of incoming emails refused<\/strong> \u2013 Total incoming emails refused.<\/li>\n\n\n\n<li><strong>Number of incoming emails missed<\/strong> \u2013 Total incoming emails missed.<\/li>\n\n\n\n<li><strong>Number of outgoing emails sent<\/strong> \u2013 Total outgoing emails sent.<\/li>\n\n\n\n<li><strong>Number of outgoing emails accepted<\/strong> \u2013 Total outgoing emails accepted.<\/li>\n\n\n\n<li><strong>Number of outgoing emails refused<\/strong> \u2013 Total outgoing emails refused.<\/li>\n\n\n\n<li><strong>Number of outgoing emails missed<\/strong> \u2013 Total outgoing emails missed.<\/li>\n\n\n\n<li><strong>Total number of incoming messages received<\/strong> \u2013 Total incoming messaging interactions received.<\/li>\n\n\n\n<li><strong>Number of incoming messages accepted<\/strong> \u2013 Total incoming messages accepted.<\/li>\n\n\n\n<li><strong>Number of incoming messages refused<\/strong> \u2013 Total incoming messages refused.<\/li>\n\n\n\n<li><strong>Number of incoming messages missed<\/strong> \u2013 Total incoming messages missed.<\/li>\n\n\n\n<li><strong>Number of outgoing messages sent<\/strong> \u2013 Total outgoing messages sent.<\/li>\n\n\n\n<li><strong>Number of outgoing messages accepted<\/strong> \u2013 Total outgoing messages accepted.<\/li>\n\n\n\n<li><strong>Number of ongoing messages refused<\/strong> \u2013 Ongoing messages refused.<\/li>\n\n\n\n<li><strong>Number of outgoing messages missed<\/strong> \u2013 Total outgoing messages missed.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average incoming call handle time<\/strong> \u2013 Average duration to handle incoming calls.<\/li>\n\n\n\n<li><strong>Average incoming call post-interaction time<\/strong> \u2013 Average post-interaction time after incoming calls.<\/li>\n\n\n\n<li><strong>Average incoming call talk time<\/strong> \u2013 Average talk time of incoming calls.<\/li>\n\n\n\n<li><strong>Average incoming email editing time<\/strong> \u2013 Average time to edit incoming emails.<\/li>\n\n\n\n<li><strong>Average incoming email handle time<\/strong> \u2013 Average total time handling incoming emails.<\/li>\n\n\n\n<li><strong>Average incoming email post-interaction time<\/strong> \u2013 Average post-interaction time after incoming emails.<\/li>\n\n\n\n<li><strong>Average incoming message exchange time<\/strong> \u2013 Average duration of message exchanges with contacts.<\/li>\n\n\n\n<li><strong>Average incoming message handle time<\/strong> \u2013 Average total time handling incoming messages.<\/li>\n\n\n\n<li><strong>Average incoming message post-interaction time<\/strong> \u2013 Average post-interaction time for incoming messages.<\/li>\n\n\n\n<li><strong>Average outgoing call handle time<\/strong> \u2013 Average duration to handle outgoing calls.<\/li>\n\n\n\n<li><strong>Average outgoing call post-interaction time<\/strong> \u2013 Average post-interaction time after outgoing calls.<\/li>\n\n\n\n<li><strong>Average outgoing call talk time<\/strong> \u2013 Average talk time for outgoing calls.<\/li>\n\n\n\n<li><strong>Average outgoing email editing time<\/strong> \u2013 Average time to edit outgoing emails.<\/li>\n\n\n\n<li><strong>Average outgoing email handle time<\/strong> \u2013 Average total time handling outgoing emails.<\/li>\n\n\n\n<li><strong>Average outgoing email post-interaction time<\/strong> \u2013 Average post-interaction time after outgoing emails.<\/li>\n\n\n\n<li><strong>Average outgoing message exchange time<\/strong> \u2013 Average duration of message exchanges for outgoing messages.<\/li>\n\n\n\n<li><strong>Average outgoing message handle time<\/strong> \u2013 Average total time handling outgoing messages.<\/li>\n\n\n\n<li><strong>Average outgoing message post-interaction time<\/strong> \u2013 Average post-interaction time after outgoing messages.<\/li>\n\n\n\n<li><strong>Number of incoming calls recorded<\/strong> \u2013 Total number of recorded incoming calls.<\/li>\n\n\n\n<li><strong>Number of outgoing calls recorded<\/strong> \u2013 Total number of recorded outgoing calls.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">6. Voice advisors<\/h2>\n\n\n\n<p>This data source provides real-time metrics for advisors handling voice interactions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>User ID<\/strong> \u2013 Unique identifier of the advisor.<\/li>\n\n\n\n<li><strong>Cumulative Processing-type activity time<\/strong> \u2013 Total time in Processing-type activities.<\/li>\n\n\n\n<li><strong>Cumulative Productive Unavailability-type activity time<\/strong> \u2013 Total time in productive unavailability.<\/li>\n\n\n\n<li><strong>Cumulative Non-productive Unavailability-type activity time<\/strong> \u2013 Total time in non-productive unavailability.<\/li>\n\n\n\n<li><strong>Number of incoming calls received<\/strong> \u2013 Total incoming calls received since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of incoming calls accepted<\/strong> \u2013 Total incoming calls accepted.<\/li>\n\n\n\n<li><strong>Number of incoming calls refused<\/strong> \u2013 Total incoming calls refused.<\/li>\n\n\n\n<li><strong>Number of incoming calls missed<\/strong> \u2013 Total incoming calls missed.<\/li>\n\n\n\n<li><strong>Total number of outgoing calls made<\/strong> \u2013 Total outgoing calls made.<\/li>\n\n\n\n<li><strong>Number of outgoing calls accepted<\/strong> \u2013 Total outgoing calls accepted.<\/li>\n\n\n\n<li><strong>Number of outgoing calls refused<\/strong> \u2013 Total outgoing calls refused.<\/li>\n\n\n\n<li><strong>Number of outgoing calls missed<\/strong> \u2013 Total outgoing calls missed.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average incoming handle time<\/strong> \u2013 Average duration to handle incoming calls.<\/li>\n\n\n\n<li><strong>Average incoming call post-interaction time<\/strong> \u2013 Average post-interaction time for incoming calls.<\/li>\n\n\n\n<li><strong>Average incoming call talk time<\/strong> \u2013 Average talk time for incoming calls.<\/li>\n\n\n\n<li><strong>Average outgoing call handle time<\/strong> \u2013 Average duration to handle outgoing calls.<\/li>\n\n\n\n<li><strong>Average outgoing call post-interaction time<\/strong> \u2013 Average post-interaction time for outgoing calls.<\/li>\n\n\n\n<li><strong>Average outgoing call talk time<\/strong> \u2013 Average talk time for outgoing calls.<\/li>\n\n\n\n<li><strong>Number of incoming calls recorded<\/strong> \u2013 Number of incoming calls recorded.<\/li>\n\n\n\n<li><strong>Number of outgoing calls recorded<\/strong> \u2013 Number of outgoing calls recorded.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">7. Email advisors<\/h2>\n\n\n\n<p>This data source provides real-time metrics for advisors handling email interactions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>User ID<\/strong> \u2013 Unique identifier of the advisor.<\/li>\n\n\n\n<li><strong>Cumulative Processing-type activity time<\/strong> \u2013 Total time in Processing-type activities.<\/li>\n\n\n\n<li><strong>Cumulative Productive Unavailability-type activity time<\/strong> \u2013 Total time in productive unavailability.<\/li>\n\n\n\n<li><strong>Cumulative Non-productive Unavailability-type activity time<\/strong> \u2013 Total time in non-productive unavailability.<\/li>\n\n\n\n<li><strong>Total number of incoming emails<\/strong> \u2013 Total incoming emails since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of incoming emails accepted<\/strong> \u2013 Total incoming emails accepted.<\/li>\n\n\n\n<li><strong>Number of incoming emails refused<\/strong> \u2013 Total incoming emails refused.<\/li>\n\n\n\n<li><strong>Number of incoming emails missed<\/strong> \u2013 Total incoming emails missed.<\/li>\n\n\n\n<li><strong>Total number of outgoing emails<\/strong> \u2013 Total outgoing emails sent.<\/li>\n\n\n\n<li><strong>Number of outgoing emails accepted<\/strong> \u2013 Total outgoing emails accepted.<\/li>\n\n\n\n<li><strong>Number of outgoing emails refused<\/strong> \u2013 Total outgoing emails refused.<\/li>\n\n\n\n<li><strong>Number of outgoing emails missed<\/strong> \u2013 Total outgoing emails missed.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average incoming email editing time<\/strong> \u2013 Average time to edit incoming emails.<\/li>\n\n\n\n<li><strong>Average incoming email handle time<\/strong> \u2013 Average time handling incoming emails.<\/li>\n\n\n\n<li><strong>Average incoming email post-interaction time<\/strong> \u2013 Average post-interaction time for incoming emails.<\/li>\n\n\n\n<li><strong>Average outgoing email editing time<\/strong> \u2013 Average time to edit outgoing emails.<\/li>\n\n\n\n<li><strong>Average outgoing email handle time<\/strong> \u2013 Average time handling outgoing emails.<\/li>\n\n\n\n<li><strong>Average outgoing email post-interaction time<\/strong> \u2013 Average post-interaction time for outgoing emails.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">8. Messaging advisors<\/h2>\n\n\n\n<p>This data source provides real-time metrics for advisors handling messaging interactions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>User ID<\/strong> \u2013 Unique identifier of the advisor.<\/li>\n\n\n\n<li><strong>Cumulative Processing-type activity time<\/strong> \u2013 Total time in Processing-type activities.<\/li>\n\n\n\n<li><strong>Cumulative Productive Unavailability-type activity time<\/strong> \u2013 Total time in productive unavailability.<\/li>\n\n\n\n<li><strong>Cumulative Non-productive Unavailability-type activity time<\/strong> \u2013 Total time in non-productive unavailability.<\/li>\n\n\n\n<li><strong>Total number of incoming messages<\/strong> \u2013 Total incoming messages since the beginning of the day.<\/li>\n\n\n\n<li><strong>Number of incoming messages accepted<\/strong> \u2013 Total incoming messages accepted.<\/li>\n\n\n\n<li><strong>Number of incoming messages refused<\/strong> \u2013 Total incoming messages refused.<\/li>\n\n\n\n<li><strong>Number of incoming messages missed<\/strong> \u2013 Total incoming messages missed.<\/li>\n\n\n\n<li><strong>Total number of outgoing messages<\/strong> \u2013 Total outgoing messages sent.<\/li>\n\n\n\n<li><strong>Number of outgoing messages accepted<\/strong> \u2013 Total outgoing messages accepted.<\/li>\n\n\n\n<li><strong>Number of ongoing messages refused<\/strong> \u2013 Ongoing messages refused.<\/li>\n\n\n\n<li><strong>Number of outgoing messages missed<\/strong> \u2013 Total outgoing messages missed.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Additional columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average incoming message exchange time<\/strong> \u2013 Average duration of message exchanges with contacts.<\/li>\n\n\n\n<li><strong>Average incoming message handle time<\/strong> \u2013 Average time handling incoming messages.<\/li>\n\n\n\n<li><strong>Average incoming message post-interaction time<\/strong> \u2013 Average post-interaction time for incoming messages.<\/li>\n\n\n\n<li><strong>Average outgoing message exchange time<\/strong> \u2013 Average duration of message exchanges for outgoing messages.<\/li>\n\n\n\n<li><strong>Average outgoing message handle time<\/strong> \u2013 Average time handling outgoing messages.<\/li>\n\n\n\n<li><strong>Average outgoing message post-interaction time<\/strong> \u2013 Average post-interaction time for outgoing messages.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">9. Voice campaigns<\/h2>\n\n\n\n<p>This data source provides real-time monitoring metrics for voice campaigns.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Default columns<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Voice campaign ID<\/strong> \u2013 Unique identifier of the voice campaign.<\/li>\n\n\n\n<li><strong>Number of target ringing<\/strong> \u2013 Number of targets currently ringing.<\/li>\n\n\n\n<li><strong>Number of targets being processed<\/strong> \u2013 Number of targets currently being processed.<\/li>\n\n\n\n<li><strong>Total number of targets<\/strong> \u2013 Total number of targets in the campaign.<\/li>\n\n\n\n<li><strong>Number of targets in queue<\/strong> \u2013 Number of targets waiting in the campaign queue.<\/li>\n\n\n\n<li><strong>Number of subscribed advisors<\/strong> \u2013 Number of advisors assigned to the campaign.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>[Reading time: 17 minutes] 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&#8230;<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[106],"ht-kb-tag":[133],"class_list":["post-6030","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-monitoring-reporting","ht_kb_tag-reporter"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6030","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6030"}],"version-history":[{"count":3,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6030\/revisions"}],"predecessor-version":[{"id":6036,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6030\/revisions\/6036"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6030"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6030"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6030"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}