This article outlines common ways to implement metrics in babelDesk dashboards. Please note: every call center or department may prioritize different metrics. The examples below are general. In babelforce, metrics can be customized according to your needs, e.g., by call type or queue.
For guidance on creating babelDesks, please take a look at the following article: Adding a babelDesk and managing its access rights
The following metrics mainly use the “List” widget type in babelDesk.
Recommended refresh period: 60 seconds
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Multiple metrics in one widget: You can add several metrics to a single widget only if they are different metric types.
Example: You can have Metric 1 = Calls Reporting with specific settings.
If you want Metric 2 to also be Calls Reporting but with different settings, this is not possible in the same widget. You need to create a second widget for the second metric.
| KPIs | How to implement |
| Offered Calls – Incoming calls presented to the queue |
Widget type: List Metric: Calls Reporting Time range: e.g., Today Queues: Select the respective queues (selecting multple queues will show a sum of all calls that entered these queues) |
| Answered Calls – Calls handled by agents |
Answered Calls = Offered Calls – Abandoned Calls There is no dedicated metric for Answered Calls in babelDesk. However, once Offered Calls and Abandoned Calls are set up as metrics, Answered Calls can be derived by subtracting Abandoned Calls from Offered Calls. |
| Abandoned Calls – Calls where the customer hung up after entering the queue and before reaching an agent |
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| Abandon % – Ratio of abandoned calls to offered calls |
Option 1 (Pie Chart): Missed vs. Accepted Calls
Option 2 (List View):
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| Answer % – Ratio of answered calls to offered calls |
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| Average Handle Time (AHT) – Talk time plus after-call work |
Average Handle Time represents the total time an agent spends per call, including both the active conversation and the processing time afterward.
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| Average Wait Time – Average waiting time before an agent answers |
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| Wait Time (Real-Time) – Longest waiting call in the queue |
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| Calls in Queue (Real-Time) – Number of calls currently waiting |
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| Service Level (SLA) – Percentage of calls answered within a defined timeframe (e.g., 70 % in 60 s) |
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Notes on Dashboard Creation
Dashboards can be created per department or per queue.
Real-time dashboards can include metrics such as: active calls, waiting calls, SLA performance, offered/answered calls, AHT, etc.
For graphical breakdowns (e.g., offered vs. answered calls per 10–15 minutes), you can use either a pie chart or a list widget.
Multiple queues cannot be selected in pie charts. If no queue is selected, both inbound and outbound calls are included.
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