Total Inbound
-
Received queue calls
Total Outbound
-
Agent placed calls
Calls Answered
-
Answer Rate: -%
Calls Abandoned
-
Abandonment: -%
Calls Missed
-
Unserviced / Timeout
Avg Speed of Answer
-
Queue ringing duration
Avg Call Duration
-
Total connected duration
Average Hold Time
-
Derived hold duration
Calls Waiting in Queue
0
Live queue line
Median Wait Time
-
Max wait: -
Agent Occupancy
-
Online agents · (Handle time / Login time) × 100
Average Handling Time
-
Talk + Hold of Answered Calls
Service Level (SLA)
-
Calls within target threshold
Calls Transferred
-
Redirected queue calls
Avg Daily Calls / Agent
-
Answered calls / active agent / day
IVR Dropped (Before Choice)
-
Listened to IVR & hung up: -%
IVR Progressed & Routed
-
Selected option & routed: -%
NHIA Interactive Voice Response (IVR) Journey & Conversion Funnel
Direct conversion tracking: callers reaching Main IVR (804), choosing language/service (808–812), and progressing to queues and agents
Main IVR 804
Digital Receptionist (800): NHIA_DR
Step 1 · Total IVR Callers
-
100% of IVR Traffic
Step 2 · Dropped at Welcome IVR
-
-% drop rate
Step 3 · Language Chosen (808-812)
-
-% chosen
Step 4 · Routed to Queue / Transfer
-
-% routed to queue
Step 5 · Answered by Agent / Nurse
-
-% answered by agent
Language Selection Distribution (IVR 808 - 812)
Inbound vs Outbound Call Trends
Daily distribution of inbound and outbound call traffic
Call Outcomes
Answered, Abandoned & Missed calls
Hourly Traffic Distribution (24 Hours)
Call density by hour of day
Call Records & Interaction Log
Granular call history records obtained via NHIA Telephony Gateway
| Call Time | Direction | Caller / Source | Destination / Queue | Status | Call Duration | Ring Time | Talk Time |
|---|---|---|---|---|---|---|---|
| Loading calls... | |||||||
Call Queue Statistics & Comparison
Queue-level performance indicators for NHIA Contact Centre
| Queue # | Queue Name | Waiting Now | Calls Entering | Answered | Abandoned | Missed | Transferred | Answer Rate | Avg Wait (ASA) | Median Wait | Avg Hold | Avg Talk | Avg Handling (AHT) | SLA % |
|---|
Agent Productivity & Performance Table
Ranked by total interactions handled, talk time, and occupancy
| Ext | Agent Name | Queue | Inbound Answered | Outbound Made | Total Handled | Avg Daily Calls | Avg Talk Time | Avg Hold | Avg Handling (AHT) | Logged-in Time | Occupancy Rate | Utilization Rate |
|---|
Showing 1 to 25 of 85 agents
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Live NHIA Agent Activities & Presence Directory
Instant Live Stream (3s)
Instant SIP registration, live call state, and active NHIA profile status updated without delay
| Extension | Agent Name | Online Status | NHIA Profile | Queue Status | Live Activity / Call Details | |
|---|---|---|---|---|---|---|
| Loading live agents... | ||||||
Contact Centre Traffic Heatmap (Day of Week vs Hour)
Visualizes peak traffic periods across the week
Inquiry Classification by Trunk / DID / Department Routing
Identifies inquiry routing destinations from NHIA call rules
| Inquiry Classification / Routing Target | Channel | Call Count | Volume Share |
|---|
Export Contact Centre Reports
Download reports reflecting selected reporting period and active filters
CSV Report
Complete raw data export including KPI summaries, queue statistics, agent productivity metrics, and granular call records.
Excel Spreadsheet
Formatted for Microsoft Excel with UTF-8 BOM encoding and tabular sections for supervisors and management.
Print / PDF Executive Report
Print-friendly document layout with KPI summary cards, queue performance tables, and agent rankings formatted for PDF export.