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The Dashboards area of the VCC Admin Portal contains dashboards configured for your account. Dashboards are made up of various components—widgets—that represent past and current activity in your account. The widgets contain different types of information depending on their configuration.

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Note

Only non-text metrics can have thresholds. The following metrics are text metrics:

  • Agent ID (Agents, Interactions Details)
  • Agent Name (Agents, Interactions Details)
  • Current Media Type (Agents)
  • Groups (Agents)
  • Interaction Plan (Interactions Details, Queues)
  • Interaction State (Agents, Interactions Details)
  • Media Type (Interactions Details)
  • Physical Location (Agents)
  • Queue (Queues)
  • Skill (Queues)
  • Service Name (Interactions Details, Queues)
  • Skill (Queues)
  • Skills (Agents, Interactions Details)
  • State - Presence (Agents)

For example, you might have a Big Number widget that displays the number of calls offered to a specific queue since your contact center opened today. This widget could have a threshold of 120, meaning that the widget changes color if the number of inbound calls exceeds 120. The color change will alert users that the threshold has been exceeded and they might need to take action.

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