BPO Center

Real-time agent monitoring, call queue, and SLA performance

Live

Agents On Call

2 available

Queue Length

1 urgent waiting

Calls Today

162

+12% vs yesterday

Avg CSAT

93.5%

Customer satisfaction

Agent Status

Layla Khalid

Technical Support

On Call

calls

4m 12s

avg handle

96%

CSAT

Omar Saeed

Billing

Available

calls

3m 45s

avg handle

94%

CSAT

Nadia Hassan

Technical Support

On Call

calls

5m 02s

avg handle

91%

CSAT

Khalid Mansoor

General Enquiry

Break

calls

4m 30s

avg handle

89%

CSAT

Sara Al-Farsi

Billing

Available

calls

3m 58s

avg handle

97%

CSAT

Rami Yousef

General Enquiry

Offline

calls

—

avg handle

93%

CSAT

Live Queue

4 waiting

James Okafor

Meridian BPO

Urgent

Service outage — VOIP lines down

0:42 waitinbound

Priya Sharma

CloudBridge Inc.

High

Invoice dispute — overcharge query

1:15 waitcallback

Tom Hargreaves

Vantage Media

Normal

Campaign performance review

2:03 waitinbound

Aisha Noor

Pinnacle Logistics

Normal

Onboarding assistance request

2:47 waitinbound

SLA Performance — This Week

First Call Resolution78%

Target: 80%

Avg Speed to Answer92%

Target: 90%

Abandonment Rate4%

Target: 5%

SLA Compliance96%

Target: 95%