Page Comparison

What is Looker?

Looker is Google's BI tool for visualizing and displaying data. For more information about Looker, see the Looker resources page.

What are dashboards?

A dashboard is a collection of tiles, displaying data about agent events or interaction events. Analytics offers two types of dashboards:

• Default. 

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• Custom. 

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What are tiles?

A tile is a single item on a dashboard. Tiles can be one of two types:

• Text tiles contain static text. 
• Visualization tiles contain configured data and have various configuration options. For more information see What visualization options are available for tile? section later this page.

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What data can be displayed in tiles?

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A tile can contain one type of data at any time—agentstime—agents, agents agents events, interaction events, or users. 

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Within Agents you can report on:

• Email

• Licence

• Name

• Phone number

• Physical location

• Username

• WebRTC

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

Agent events

Each row of data represents a single event for an agent. Agent events can be one of two types—presence and interaction—and each event also 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. The Agent events set of data can be accessed within Agents explore. 

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

Interaction events

Each row of data represents a represents a single interaction. Interactions  Interactions can have channels, events, start and end dates, and so on. Interactions have many more dimensions and measures than agent events. The Interaction events set of data can be accessed within Interactions explore. 

For a complete list of interactions fields and their descriptions, see Interaction Events events fields.

Interaction model

Interaction event 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—both interactions will have the same conversation GUID, but different interaction GUID.

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Within Users you can report on:

• Active

• Agent configuration

  • Agent ID

  • Phone number

  • Physical location

  • WebRTC

• Days since last login

• Email

• Last login date Date

• Licence

• Locked

• Name

• User ID

• Username

For a complete list of users fields and their descriptions, see Users fields.

What visualization options are available for tiles?

Tiles display data in different forms, or visualizations. Visualizations  Visualizations can be divided to different types, where each type has different settings you can use to customize its look. Different data works better in some visualizations than others.

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Visualizations can be of following types:

• Cartesian charts

  • Column

  • Bar

  • Scatterplot

  • Line

  • Area

• Pie and donut charts

  • Pie

  • Donut Multiples

• Progression charts

  • Funnel

  • Timeline

  • Waterfall

• Text and table

  • Single Value

  • Single Record

  • Table

  • Table (Legacy)

  • Word Cloud

• Maps
  • Map
  • Static Map (Regions)
  • Static Map (Points)
• Other charts
  • Boxplot

For detailed information about each Looker's visualization types, see Visualization types (Looker help).

What time zone is the data displayed in?

The data in default dashboards is displayed according to the viewer's time zone. The time zone is taken from the viewer's browser configuration. To change the dashboard's time zone, go to dashboards setting and select new time zone.

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Where does data come from?

Analytics is powered by the same data used in Dashboards—Insights Stats API.

What range of historical data is available?

Analytics can report on data from 14th February 2018 onwards. Data from before 14th February 2018 can be retrieved only from Stats and Reports. 

Who can access Analytics?

Analytics read-only access is available only to Admin users. The view access is by default assigned to all Admin users. There is no action needed to assign this access.

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What are the current limitations of Analytics ?