The overview

Overview is where every sign-in lands. It answers one question — what is happening right now — and it answers it from the switch rather than from the database. There are two versions of the screen. An organisation sees its own world; an operator sees the platform. They are the same endpoints, scoped on the server, asking different questions.

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What an organisation sees

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Today

The top of the screen is the day so far, from midnight where you are. Five figures: Then two rings, each with its total in the middle:

• Calls by agent — each agent’s share of today’s calls.
• Talk time by agent — each agent’s share of the time spent talking.

Beside each ring is the same thing as numbers: the agent, the figure and the percentage. Read close results there; a ring shows who has a lot and who has a little, not whether 18% is more than 20%. Point at a slice or a name and the middle of the ring shows that agent.

• A ring names the six agents with the most. The rest are added together as Others.
• No agent is the calls no agent took: an IVR menu, one phone ringing another, a call that reached nobody. It is there so the ring adds up to the total above it.
• An agent keeps its colour through the day, whoever is ahead.
• A team supervisor sees their own teams’ calls only, so their totals are smaller than an administrator’s.
• The figures refresh every thirty seconds.

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Now

Four figures beneath: Reserved is credit held against calls that are in progress — money not yet spent but no longer available. It is what stops a prepaid organisation starting more calls than its balance can finish. Below the figures: the calls in progress, the last few that completed, and four charts — call volume, answer rate, spend and minutes, and why calls ended. The last of those excludes normal clearing, because a chart in which nine tenths of every bar is “the call ended normally” shows nothing.

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What an operator sees

The same shape, over every tenant: active calls against the fleet’s total legs, endpoints registered, the transcode ratio, and margin. The transcode ratio is the one to watch. A call that relays costs the switch almost nothing; a call it has to decode and re-encode is the most expensive work in the system. The tile turns amber above a quarter and red above a half.

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The nodes card, and the load brake

Each node reports itself: whether its control connection is up, how many legs it is carrying against its limit, how much of its transcode budget is in use, and how many AI audio streams are running. When a machine is loaded it stops taking work, and the node says so in words: This is the load brake, and it is deliberate: a node that keeps accepting calls past its capacity degrades the audio of every call already up. Refusing one caller is better than breaking two hundred conversations.

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What it does not show

Anything that is not live. History, costs per call, who said what — those are on their own screens. The overview is for the question you ask while standing up.