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To access Analytics, you need to have a view Viewer or create Creator license. Depending on which license you have, you can perform different tasks in Analytics.
| Task | License | |
|---|---|---|
| View | CreateCreator | |
| Access Analytics |  | |
| View dashboards | | |
| Filter data in dashboard | | |
| Download dashboard | | | Create
| Schedule delivery of dashboard | | Copy |
| Create dashboard | | |
| Edit Copy dashboard | | |
| Schedule delivery of Edit dashboard | | |
| Delete dashboard | | |
Accessing Analytics
Only users with view Viewer or create Creator licenses can access Analytics. For more information about licenses, see the Who can access Analytics? section in Overview of Analytics.
To access Analytics, go to Analytics on the VCC admin portal menu. Existing default and custom (if available) dashboards are displayed either in tiles or in tiles the table in according tabs. applicable tabs. You can select the display mode you want to use when viewing dashboards, with an option to have different modes for default and custom dashboards.
Tile mode
Table mode
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Your choice is stored in your browser's local storage; when you reopen Analytics in the same browser, Analytics respects the previous display view mode. Clearing your browser's local storage removes your display mode choice.
For information about available default dashboards, see Default Analytics dashboards.
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To view available dashboards, you need to have a view Viewer or create Creator license. When viewing an Analytics dashboard, you can filter the data on the dashboard using the filters at the top of the dashboard. To explore the data in an individual tile, click the three dots in the top-right corner and then click Explore from here. For more information about viewing dashboards in Looker, see Viewing dashboards (Looker help).
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To create a new Analytics dashboard, you need a create Creator license. Go to the Custom dashboards tab and click Create Dashboard in the top-right corner. Type a title for your dashboard in the dialog box that appears. Click Create dashboard. You are redirected to your newly created dashboard. By default, the dashboard is empty.
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The newly created dashboard will be is saved in a collection of custom dashboards.
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Copying an existing dashboard creates a new custom dashboard. If you have a create Creator license, you can copy default or custom dashboards.
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Editing custom dashboards
If you have a create Creator license, you can edit custom dashboards. To start editing a new or existing custom dashboard, click Edit Dashboard. When in edit mode, you can add new text or visualization tiles. You can also add filters and change dashboard settings. Anyone with a create Creator license can perform all actions listed in the dashboard menu.
Anyone with a view Viewer license can only download a dashboard, reset filters and change viewer's time zone.
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To add a tile to your dashboard, click Edit dashboard, either in the center of an empty dashboard, or from the menu in the top-right corner of the dashboard.
Empty dashboard
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Existing dashboard
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When the dashboard is in edit mode, click Add Title, either in the center of an empty dashboard or from the configuration bar in the top-left corner of the dashboard.
Empty dashboard
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Existing dashboard
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Choose either Visualization or Text.
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Add text tile to put some static text—titletext — title, subtitle, and body—on body — on the dashboard. This text may describe the entire dashboard or a section of it.
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Add a visualization tile to display agent events or interaction events. Looker documentation refers to visualization tiles as query tiles. In a visualization—or query—tilevisualization — or query — tile, firstly choose an Explore depending on the data you want to display—either display — either Agent Events or , Groups, Interaction Events, Interaction Summary, Skills, or Users.
Exploring data
After choosing an Explore (Agents, Interactions, Users) you will see all Agent Events, Groups, Interaction Events, Interaction Summary, Skills, or Users), you can see all the available data you can work with on when creating a tile. On the left you will can see s field picker containing filter-only fields, dimensions, and measures. Use the tooltip alongside each dimension and measure to see its description. For information about all the fields in each explore, see Analytics fields.
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To specify the data you want to appear in the tile, click required dimensions and measures. In Looker, dimensions appear as blue columns and measures appear as orange columns in you the data table. Click Run to see the data data.
The query shown below displays the total duration of agents' states by querying the Agent Explore and displaying one dimension (Agent Events—Event—StateEvents — Event — State) and one measure (Total Duration). The data is not filtered and shows the total duration in the default unit—millisecondsunit — milliseconds.
For more information about exploring and pivoting data, see Exploring data in Looker (Looker help).
Filtering data
Filter To filter results displayed in a data table, by adding add dimensions or measures, or both, to the Filters section.
- To add filters, click the filter icon next to the field name.
- To change duration units used to display data, choose Duration Unit from
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- FILTER-
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- ONLY FIELDS.
- To narrow down your results to a specific number of results, click Row Limit in the Data section.
Click Run to apply the filters and display the results.
The following query displays results from the previous example, but with filters applied.
The data displays the total duration of agents' states excluding LoggedOut state (1), in minutes (3), from the last 3 months (2).
The data is limited to show the first 10 results (4), ordered descending by Total Duration.
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To choose the visualization type that is most suited to your needs, expand the Visualization section.
On the top bar, choose the type of the visualization. Each type has an option panel where you can configure visualization details of visualization, like value such as formatting values, showing labels and numbers, choosing color palettes etc.
The following query displays results in a Table. The total duration is rounded to full minutes (Format: Decimals (0)).
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The following query displays results in a pie chart. Value Labels was changed is set to Labels, with a Label Type of Label - Percent.
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| Note | ||
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| When you add or modify a tile, you must save that tile AND and save the dashboard otherwise your changes are lost. |
Setting or changing default filter settings
When viewing dashboards, viewers can filter dashboard data according to available filter settings. Most dashboards will have filters that refine the data in all the tiles on that dashboard. Newly created dashboards do not have filters until configured. Default dashboards are configured with default filter settings.
If you have a create Creator license, you can create a new dashboard or copy a default dashboard and add or change default filters to meet your requirements.
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When adding a new filter, specify tiles that are updated by the filter. To specify tiles, click Tile Tiles To Update. On the list of tiles, select the ones you want to be updated by the filter and select the field you want to filter using the filter value. If you don't want to apply the filter to specific tiles, select Do not filter.
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When you have finished making changes, click Add or Update. As a final step, to save the whole dashboard, by clicking click Save in the top right corner.
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All default dashboards display data by default in the viewer's time zone according to their browser’s configuration.
If you have a create Creator license, you can create a new dashboard or copy a default dashboard, and change the default time zone.
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When you have finished making changes, click Save. As a final step, to save the whole dashboard, by clicking click Save in the top right corner.
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If a user does not have access to Analytics, but you have a create Creator or viewViewer license, you can send the user an email containing a copy of a dashboard. You can send the email to the an individual user or to a group of any number of recipients either immediately or on a repeat basis. To send a dashboard, you must be viewing the dashboard (not in edit mode). Go to Dashboard actions and click Schedule delivery.
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On the Settings tab, you can specify recurrence and time of delivery, list recipients' emails (comma separated), and choose the format to send the dashboard in.
The Filters tab allows you to narrow the results to include the most relevant data for specified recipients.
On the Advanced options tab you can configure the look of sent dashboard. (If you select PDF format on the Settings tab, we recommend that you select all three checkboxes to use most efficient PDF capabilities).
The following example shows the Weekly - Billing Gold - TeamLead schedule.
The dashboard will sent weekly, on Mondays at 9:00 AM (America - Los Angeles time zone).
Data will be filtered to include the last 30 days for the Monthly Queue Results tile, and the last 7 days for the Weekly Queue Results and Queue Outcomes tiles.
The dashboard will include only one queue—UCD queue — UCD Billing Gold Queue.
The dashboard will be sent in PDF format.
To edit, duplicate or delete schedule, click the three dots icon next to schedule name in Schedules window. To send the report immediately, click Send now button.
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- PDF. The dashboard is saved in a PDF file and looks the same as when viewing the dashboard in Analytics. We recommend that you click to select both of the Expand tables to show all rowsand Arrange dashboard tiles in a single column check boxes to include the whole data set and to show the data more clearly.
CSV. The dashboard's data is downloaded in one a ZIP (.zip) file containing multiple CSV (.csv) files. Each CSV file represents a tile on the dashboard.
Note If you download the whole dashboard in CSV format, the downloaded data will be limited to the number of rows configured in the tile to a maximum of 5000 rows. To download more data, you need to download a single tile. For more details, see the Downloading an individual tile section later in this page.
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You can choose from multiple formats to download data, like including TXT, CSV, Excel Spreadsheet, and PNG, and so on.
When you have selected the appropriate format, click Advanced data options (not available for PNG). Configure the settings for the data such as the order of data, the format of data values, and the number of rows and columns to include.
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We recommend that you always set Number of rows and columns to include to All results. The All results option won't be available if you are using table calculations within the tile. You can either remove calculated fields or select the Custom option and specify the maximum number (100,000) of rows.
Table calculations are represented in green under the Data section.
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To delete a custom dashboard, you need a create Creator license.
You can delete a dashboard in two ways:
- From the tab with all dashboards displayed. Find the dashboard you want to delete. Click the three dots in the bottom-right corner of this dashboard. Click Delete. In the dialog that appears, click Delete. Alternatively click Cancel to cancel deleting the dashboard.
- From an open dashboard. Open the dashboard you want to delete. In the top-right corner of the dashboard, click the three dots to open the dashboard menu. Click Move to trash. In the dialog that appears, click Move to trash. Alternatively click Cancel to cancel deleting the dashboard.
For more information about managing custom dashboards, see Editing dashboards (Looker help).