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Analytics Dashboards show historical data from your Vonage Contact Center account using a tool called Looker. Looker is a BI tool for visualizing and displaying data. For information about Looker, see the Looker resources section later in this page.

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Agent Events

Each row of data represents a single event for an agent. Agent events can be one of two types: interaction or presence. Each type of agent events has a category:

• Presence
  • Ready
  • Away
  • ExtendedAway
  • LoggedOut
• Interaction
  • Ringing
  • Connected
  • Wrap
  • Unexpected
  • Failed

Other agent event data includes start time and date, duration of event, and agent ID. Average, maximum, and minimum duration, and count measures are also available.

For a complete list of agent event fields and their descriptions, see Agent Events fields.

Interactions

Each row of data represents a single interaction. Interactions can have channels, events, start and end dates, and so on. Interactions have many more dimensions and measures than agent events.

For a complete list of interactions fields and their descriptions, see Interactions fields.

Interaction model

Interactions data describes every call or other type of interaction in a 4-layer structure, each with its own properties or fields:

• Interactions
  Each interaction has information applicable to the interaction as a whole. Information includes when it started, its status—completed, ongoing, internal error—and its direction—inbound, outbound or internal.
  Interactions have one or more channels:
  
  • Channels
    A channel represents a party who is connected or attempted to be connected to the interaction. If a party leaves and rejoins, there are two channel instances associated with that party. A party can be external, an agent, or a monitor (a supervisor monitoring an interaction).
    Channels have one or more channel events:
    • Channel Events
      A channel event represents each human or system activity instigated by or affecting the channel—party—or the interaction. Examples of channel events include Ringing, DeliveryFailed, Connected, Applet, Queue, Held, CallRecording, Disposition, Wrap. Multiple channel events can occur at the same time. For example, a Held channel event can occur within a Connected channel event.
      Each channel event has a type, an offset (by default, in milliseconds from the start of the interaction), and a duration (by default, in milliseconds). Queue, Applet and some other events carry a Customer-defined Name
      • Channel Event Properties
        Some channel events, specifically Queue channel events, have additional properties. A queue channel event has a result—for example, HangUp, Delivered or a range of breakouts)—a list of presented skills, and virtual queue (or agreement) names.

All interactions have a conversation GUID. A conversation GUID connects all interactions that make up a conversation. For example, a conversation may contain an initial phone call and a callback.

Visualizations

Looker displays data in different forms, or visualizations. Visualizations include bar charts, scatterplots, pie chart, timelines, tables, maps, and so on. Different data works better in some visualizations than others. For information about Looker's visualization types, see Visualization types (Looker help).

Access

Users can have either read or create access to Analytics Dashboards.

Read access gives users access to view every analytics dashboard in your account. Create access allows a user to create new and edit existing analytics dashboards in your account. 

Looker resources

Looker has comprehensive resources to help you use the tool:

• Getting started
• User guide
• Help center
• Documentation

Limitations

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