ARL Customer Engagement Center — Control Tower
ARL CEC Intelligence
Total Calls Breakdown
Total Calls Decomposition
How the period total splits — inbound/outbound, then outcome (drop tracked as two separate figures)
Breakdown by Outcome
Received / DROP / Dropped before reach agent / Outbound
After-hours Segment · Outside 09:00–16:59 & Non-operating Days
After-hours Calls (excluded from the analysis)
Calls between 17:00 and 08:59 (outside 09:00–16:59), and on non-operating days (Fridays) — kept as a separate segment, never counted in any KPI
After-hours by Day
Volume per non-operating day in the selected range
KPI Target vs Actual · Flagging
KPI Scorecard
Red when a target is missed (period-scope KPIs)
Critical Findings
Call Operations
Hour-wise Inbound Breakdown
Inbound received vs DROP vs dropped-before-reach, with inbound/outbound volume overlay
Daily Inbound Trend
Inbound outcome and answer rate per day across the selected range
Inbound Drop Calls Analysis
DROP (wait > 40s) vs DROPPED BEFORE REACH AGENT (wait ≤ 40s)
Service Level — Answer within Threshold
% of received inbound calls answered within 20s / 40s / 60s (wait time, column AG)
Campaign · Agent · Caller Intelligence
Campaign Performance
Received / DROP / Dropped-before-reach / Outbound per campaign
Agent-wise Inbound vs Outbound
Calls handled per agent by direction
Agent-wise AHT (inbound)
Inbound average handle time (seconds) per agent — target 240s
Repeat Call Summary
Unique callers vs repeat callers (masked numbers)
Agent Attendance · Based on Answered Calls
Date-wise Attendance Matrix
Answered calls per agent per operating day (darker = busier). Attendance % = days present ÷ operating days.
Attendance & Days Present
Days present vs attendance rate per agent
Detailed Tables
Agent-wise Performance
Calls handled, AHT, and drop involvement
Campaign Performance
Outcome mix per campaign
AI Recommendations
ARL CEC Control Tower · source: VICIdial Export Calls Report (campaign AR, all in-groups except NextJobzIN) ·
operating hours 09:00–16:59 (9 AM–4:59 PM) · after-hours (17:00–08:59 and non-operating Fridays) are excluded from the analysis and shown separately ·
customer self-hang-ups are reported inside “Dropped before reach agent”, never merged into DROP.