This guide provides step-by-step instructions for Call Center Supervisors on how to configure display metrics, visual color thresholds, Service Level Agreements (SLA), and custom agent statuses in the PBX Portal. Customizing these settings ensures your real-time analytics panel accurately reflects your operational thresholds and KPI targets.
User Role: Call Center Supervisor account permissions.
Log in to the PBX Portal using your supervisor credentials.
Select the Call Center tab from the top navigation menu.
Locate the SNAPQ Analytics panel on the right side of the dashboard.
You will see two primary configuration controls:
Grid Settings: Located directly above the real-time metrics grid.
Settings Button: Located in the top-right corner of the SNAPQ Analytics box.
The Grid Settings window controls which real-time key performance indicators (KPIs) appear on your monitoring board, as well as the color-coded alert thresholds (Green, Yellow, Red).
Click Grid Settings in the upper right of the SNAPQ Analytics panel.
Toggle individual metrics ON or OFF depending on what you wish to track on your dashboard.
Define Lower and Upper Thresholds for enabled metrics:
Yellow Warning: Triggers when a stat approaches the upper threshold (by default, at 70% of the Upper Threshold if left blank).
Red Alert: Triggers when a metric exceeds the set limit, indicating immediate supervisory action is needed.
Click Save to apply your changes.
🟢 Callers Waiting (CW): Number of callers currently queueing.
🟢 Average Wait Time (AWT): Average duration callers wait before an agent answers or before hanging up.
🟢 Average Handling Time (AHT): Combined average of talk time, hold time, and wrap-up (disposition) time.
🟢 Service Level (%) (SL): Percentage of calls answered within your defined Service Level Agreement timeframe.
🟢 Abandon Rate (%) (ABN): Percentage ratio of abandoned calls versus total calls offered.
🟢 Calls Answered (CA): Total volume of successfully connected calls.
🟢 Call Volume (CV): Total incoming calls, including those processed through the auto-attendant.
🟢 Abandoned Calls (ABN): Calls that hung up while waiting in queue before being dispatched to an agent.
The Service Level Agreement setting defines your center's answer-time target (e.g., answering 80% of calls within 20 seconds).
Click the Settings button in the top-right corner of the SNAPQ Analytics panel.
Under the General tab, locate the Service Level Agreement slider.
Drag the slider to set your target threshold in seconds (e.g., 20s, 30s, 60s).
Click Save.
Supervisors can create custom status messages (e.g., Lunch, Training, Project Work) to allow agents to accurately log their time and activities throughout the day.
Click the Settings button in SNAPQ Analytics.
Navigate to the Custom Statuses tab.
Type the new status name in the "Add a new agent status" text box.
Click the plus (+) icon to add the status to the list.
(Optional) Use the Edit (Pencil) icon to rename a status or the Delete (Trash) icon to remove obsolete statuses.
Click Save.
Grid Colors Not Updating: Ensure that your Upper Thresholds are higher than your Lower Thresholds. Leaving threshold fields blank will reset the color warnings to system defaults.
SLA Adjustments: If your Service Level Agreement % appears abnormally low in reports, check that the SLA slider in General Settings matches your organizational target duration.
Agent Status Tracking: Inform your team whenever new custom statuses are created so they can select the appropriate state from their softphone or web portal.