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Realtime Widgets - Percentage of Calls Answered Within "XX" Seconds

If you'd like to report on the speed of answer of your agents or groups in Realtime, you'll need to do the following. (The example shown is calls answered within 20 seconds, but you can edit this for your needs)

See screenshots of how to create this Widget below, along with this description:

Open up the "title value" widget, and click the pencil in the top right to edit.

  1. Click on "Value", then click the formula tab, and then click "New". It will open up a "Realtime Formula" window. The Formula Title will say "New Formula" Change the Formula title to what you want it to be (Example: Calls Answered Within 20 Seconds) then click "Add"

  2. The first formula you'll be selecting is "Advanced Finished Call Event" under the miscellaneous tab. Change the call direction to "Inbound", then scroll down to "Is call answered" and set it as true. Scroll down further to "Group Speed of Answer" and change this to < 20 Seconds. Click OK. This will bring you back to the Realtime Formula Page.

  3. Click "Add" again. Go to the "Miscellaneous" tab, and Select "Advanced Finished Call" Change the call direction to "Inbound", then scroll down to "is call answered" and set it as true. Click OK. This will bring you back to the Realtime Formula Page.

  4. There should be a {0} and a {1} on the Realtime Formula Page. Here you'll need to insert a " / " (to divide and get a percentage) so it looks like this " {0}/{1} " Lastly, click on Format:, and select Percent.

  5. Select your newly created formula, click OK and then "Apply" it to the widget. If done correctly it will look something like capture ((7)) attached. As you can see, 100% of inbound calls have been answered within 20 seconds.

This widget will allow you to see the percentage of calls answered within 20 seconds. 

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