Charts and Agent Rankings
Call charts show hourly distribution, outbound/inbound volume, and waiting time by queue. Agent rankings show top performers by longest call time, most outbound, and most inbound with period selectors.
Charts and Agent Rankings
The dashboard includes interactive call charts and agent rankings to help you understand call patterns and identify top performers. All data is sourced from FusionPBX CDR (Call Detail Records).
Call Charts
Hourly Call Distribution
The hourly call distribution chart shows call volume by hour, typically for business hours (9 AM–5 PM). You can view:
- Total calls — Combined inbound and outbound volume
- Outbound only — Calls placed by your team
- Inbound only — Calls received
The chart uses bar or line visualization so you can spot:
- Peak hours for calls
- Quiet periods
- Trends across the day
Outbound Chart
The outbound chart tracks the volume of calls placed over the selected time range. Use it to verify outbound campaign activity and call distribution.
Inbound Chart
The inbound chart tracks the volume of calls received. Helps you see when inbound demand is highest and plan staffing accordingly.
Average Waiting Time by Queue
For call center configurations, the average waiting time chart shows how long callers wait before being connected, broken down by queue. Longer wait times may indicate understaffing or peak load—use this to adjust queue configuration or staffing.
Agent Rankings
Agent rankings highlight top performers across three metrics. Each ranking has its own period selector so you can change the time range.
Period Selectors
All agent rankings support these period options:
| Period | Description |
|---|---|
| Today | Activity from midnight to now |
| This Week | Activity from start of current week |
| This Month | Activity from start of current month |
| Last 7 Days | Rolling 7-day window |
| Last 30 Days | Rolling 30-day window |
Longest Call Time
This ranking shows agents who spent the most total time on calls. Useful for:
- Identifying agents handling complex or lengthy conversations
- Understanding workload distribution
- Training or coaching priorities
Most Outbound Calls
Shows agents who placed the most outbound calls. Helps you:
- Track outbound campaign performance
- Recognize proactive outreach
- Compare individual vs. team outbound activity
Most Inbound Calls
Shows agents who handled the most inbound calls. Useful for:
- Understanding inbound load distribution
- Identifying high-volume handlers
- Balancing workload across the team
Data Source
All chart and ranking data comes from FusionPBX CDR. CrystalQore syncs call records from your FusionPBX instance to populate these visualizations.
If charts or rankings appear empty or outdated, verify that FusionPBX is logging CDR and that CrystalQore is successfully syncing with your PBX.
Customization
Charts and agent rankings may be grouped in a single widget or displayed as separate widgets. You can show or hide them via the dashboard Customize button, unless your administrator has locked these widgets.
See Customizing the Dashboard for more on widget visibility.