The Dashboards area of Vonage Contact Center (The Real-time Analytics area of Vonage Contact Center (VCC) contains dashboards that you or other users have configured for your account. Individual Real-time Analytics dashboards contain various components—widgets—that components — widgets — that represent past and current activity in your account. The components, or widgets, use near real-time APIs to gather data.
The following page describes using Dashboards as using Real-time Analytics as a supervisor user. For information about using Dashboards Real-time Analytics as an agent, see Viewing a Real-time Analytics dashboard as an agent.
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How do I access
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To access Dashboards, perform the following steps:
- Log in to the VCC Admin Portal. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
- If you are the supervisor of multiple accounts, select the account that you want to access Dashboards for, and click Select.
From the Vonage Contact Center homepage, move your mouse pointer over the menu icons on the left of the page.
In the menu that appears, click Dashboards. Dashboards appears.If your account has no dashboards available or you do not have access to any existing dashboards, a blank page appears. If enabled for your account, a single button to create a new dashboard is available.
If you have dashboards available to you in your account, a list of available dashboards appears.
Dashboards that you own appear at the top of the page; others are sorted alphabetically below.
Depending on your user type, you can now use Dashboards to view, create, configure, save, share, and delete dashboards. You can add widgets to and delete widgets from dashboards, and rearrange widgets on a dashboard. For information about these tasks, see the following sections.
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Read-only accessIf you have read-only access to Dashboards, you can perform the following tasks only:
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How do I manage dashboards?
From Dashboards, you can perform the following tasks:
- Mark a dashboard as a favorite. To mark a dashboard as a favorite, click the star icon in the dashboard tile. The star icon changes to a solid yellow color. A non-favorited dashboard contains a star with a grey outline.
- Search and filter dashboards. To filter the list of dashboards, start typing part of the required dashboard's name in the Search and Filter field. The list of dashboards is filtered as you type. You can alternatively filter the list to display only favorited dashboards. Click Only Favorites to display only favorited dashboards.
How do I select and view an existing dashboard?
When you have logged into the VCC Admin Portal and accessed Dashboards, any existing dashboards that you can view appear on the page. Click the dashboard you want to view.
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and navigate Real-time Analytics?
For information about accessing and navigating Real-time Analytics, see Accessing and navigating Insights products.
Depending on your user type, you can now use Real-time Analytics to view, create, configure, save, share, and delete dashboards. You can add widgets to and delete widgets from dashboards, and rearrange widgets on a dashboard. For information about these tasks, see the following sections.
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Read-only accessIf you have read-only access to Real-time Analytics, you can perform the following tasks only:
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How do I select and view an existing Real-time Analytics dashboard?
For information about opening dashboards, see Open an existing dashboard in Real-time Analytics, see Accessing and navigating Insights products.
From within an open dashboard, you can also click the dashboard's name to access a list of available dashboards. Click the name of the dashboard you want to view.
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Depending on your user type, you can add widgets to and delete widgets from, and rearrange widgets on the dashboard. For information about these tasks, see the following sections.
How do I create a new Real-time Analytics dashboard?
To create a new dashboard:
- If you have an existing dashboard open, perform one of the following tasks:
- Click the dashboard's menu icon (
) and then click New in the menu that appears
- Click the name of the open dashboard and click New Dashboard in the list that appears.
- Click the dashboard's menu icon (
- If you do not have a dashboard open, in the Dashboards Real-time Analytics area of the VCC Admin Portal, click Create New Create dashboard.
A new dashboard appears.
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You can now configure default settings for, add widgets to, and save your dashboard. For information, see How do I configure default settings for a dashboard?, How do I add a widget to a dashboard?, and How do I save a dashboard?.
How do I configure default settings for a Real-time Analytics dashboard?
To configure default settings for an open dashboard, click the cog icon. The Configure Dashboard dialog box appears.
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Click Save to save any changes you have made.
How do I delete
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a Real-time Analytics dashboard?
For information about deleting a real-time dashboard, see Delete a dashboard in Accessing and navigating Insights products.
Or to delete a dashboard from within the dashboard, click the dashboard's menu icon () and then click Delete in the menu that appears. You are prompted to confirm that you want to delete the dashboard. Click Delete to confirm or Cancel to cancel the deletion.
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To explore the different data types and their metrics, click to expand the data types—one types — one at a time. For information about the metrics, see Real-time Analytics metrics.
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Click your chosen metric or metrics. As you click metrics, they appear—in order—in appear — in order — in the METRICS SELECTED area. Alternatively, drag the metric or metrics to the METRICS SELECTED area in the required order. The first applicable Group by data type option in the list is also selected as you click a metric of that data type.
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| Timeframe | In Timeframe, select the timeframe for the data to display. For example, if you select 1 hour, the displayed data is from the previous hour. The available and default timeframes depend on the selected metrics.
By default, only interactions that were active in your chosen timeframe appear in the widget. You can, however, choose to include ongoing interactions that were inactive in the timeframe using the Include ongoing interactions that were inactive in the timeframe? toggle. Click Yes to include inactive ongoing interactions in the widget or No to show only active interactions.
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| Queues | Select the queue or queues you want to display data for. For example, you may want to display metrics for interactions that have arrived in the VIP queue only. All queues in your account are available and, by default, all are selected. | |||||||
| Media Types | Select the media type or media types you want to display data for. For example, you may want to display metrics only for calls, emails, and chats. All media types in your account are available and, by default, all are selected. | |||||||
| Media Managers | Select the media manager or media managers you want to display data for. For example, you may want to display metrics only for interactions that originated in VBC and VCC and exclude those with an origin of Salesforce or SkypeForBusiness. All media managers in your account are available and, by default, all are selected. | |||||||
| Queuing Party | Select the roles of the queuing parties that you want to display data for. For example, you may want to display metrics only when the queuing party was an agent. Agent and Customer are available and, by default, both are selected. | |||||||
| Interaction Direction | Select the direction of interaction you want to display data for. For example, you may want to display metrics only for inbound interactions. All directions—Inbounddirections — Inbound, Outbound, and Internal—are Internal — are available and, by default, all are selected. | |||||||
| Interaction States | Select the interaction state you want to display data for. For example, you may want to display metrics only for completed or ongoing interactions. All interaction states are available and, by default, all are selected. | |||||||
| Agent Presence | Select the agent presences that you want to display data for. For example, you may want to display agent data only for agents in the Away presence state group, or select one of the specific states like Break or Paperwork as configured in the backend. All default and custom agent presences and groups—Readygroups — Ready, Away, Extended Away, and Logged Out—are Out — are available and, by default, all are selected. | |||||||
| Groups | Select the group or groups you want to display data for. For example, you may want to display metrics for agents that are in the VIP group only. All groups in your account are available and, by default, all are selected. | |||||||
| Skills | Select the skill or skills you want to display data for. For example, you may want to display metrics for interactions that require the VIP skills, or for agents that are assigned the VIP skill. All skills in your account are available and, by default, all are selected. | |||||||
| Physical Locations | Select the location or locations of the agents you want to display data for. For example, you may want to display metrics for agents only in the United Kingdom. All physical locations are available and, by default, all are selected. |
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Depending on the widget you select, available options for the widget appear in the OPTIONS area of Widget Configuration.
| Option | Description | ||
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| Group Elements Together That Are Less Than | In a Donut widget, you can group together elements that contain less than the specified percentage of interactions or agents. The grouped elements appear in a new element, Other. For example, in a Donut widget that displays calls offered to queues setting the Group Elements Together That Are Less Than to 10%, any queues that were offered fewer than 10% of the calls are grouped. Type the percentage below which you want to group elements. The default percentage is 1. | ||
| Legend Placement | Donut and Trend widgets can display a legend which lists the widget's metrics. Click None, Right or Bottom to display no legend or a legend on the right side or bottom of the widget. The default setting is None. | ||
| Stacked Series | In a Trend widget, you can stack the data in an Area, Area Spline, or Bar chart. In a stacked series, the metrics' or groups' data appears on top rather than alongside or layered.
The default setting is No. Click Yes to stack the data or No to leave as default. | ||
| Chart Type | A Trend widget can display five different types of charts: Area, Area Spline, Bar, Line, Spline. For examples of Area Spline, Line and Spline charts, see Answered and abandoned calls, Calls Offered, and Answered by media type charts in Overview of Real-time Analytics. For examples of bar charts, see Stacked series and Non-stacked series charts above. Click the chart type you want to display in your widget. The default Chart Type is Area. | ||
| Series | In a Trend widget, you can display each metric or each grouping as one or more data series. Click Per Metric to show an area, bar or line for each metric. The default Series is Per Metric. The maximum number of series that a Trend widget can display, is 10. | ||
| Show Summary Row | A List widget displays data in a table. You can choose to display a summary row at the bottom of the table. Click Yes to display the summary row. The default setting is Yes. | ||
| Number of Metrics per Row | In a Multi Big Number widget, you can specify how many metrics appear in each row in the widget. Click a number from 1 to 12. The default number is 3. | ||
| Target Time to Answer | If you select the Service Level or Answered within target metric and a Big Number, Gauge, List or Multi Big Number widget, you can specify the time that interactions must have been answered within. Inbound interactions that were answered within this time are counted as meeting their SLA. Define the time that interactions must have been answered within to count as meeting their SLA. The default setting is 20 seconds. | ||
| Short Abandon Time | Short abandoned calls are interactions that entered a queue and were terminated by the customer before a configured duration. Unlike standard abandoned calls, short abandoned calls typically occur when a caller accidentally enters a queue. The short queueing duration offers the agents no opportunity to serve the interaction. If you select the Abandon Rate, Abandoned, Avg Time To Abandon, Short Abandoned, or Service Level metric within Queues data type, you can specify the short abandon time. Interactions that were abandoned within this time are counted as Short Abandoned, and are not included in the selected metric. If they were abandoned after this time, they are counted as Abandoned and not Short Abandoned. | ||
| Significant Interactions Duration | If you select the Significant Interactions metric within Agents data type and a Big Number or Multi Big Number widget, you can specify the length of interaction that makes it 'significant'. Define the minimum time that an agent must spend handling an interaction for the interaction to be counted as significant. The default time is 30 seconds. | ||
| Include Agent Transfers | If you select Offered or Service Level metrics within Queues data type, you can include or exclude interactions that the agent transferred to another queue. |
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Configuring threshold notifications
Dashboards A dashboard can send system notifications when widget values exceed the configured threshold.
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You can turn on notifications at any time. To turn notifications on or off for a specific metric, select the metric and click the bell icon—icon — or
respectively—in respectively — in the Thresholds area. Turning on notifications affects all users of that dashboard. When turning on notifications for the first time, you will be asked to allow system notifications in your browser. To turn them off for the whole application, block system notifications at browser level.
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If you remove the threshold's color, Dashboards the dashboard doesn't send a notification. Dashboards only sends send notifications when values cross a colored threshold. |
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| You must also save the open dashboard otherwise your widget will not be saved. |
How do I clone a widget on a Real-time Analytics dashboard?
To clone a widget, locate the widget on the appropriate dashboard. Click the menu icon () in the widget's title bar and, in the menu that appears, click Clone. The widget is cloned, appears at the bottom of the dashboard, and opens immediately in the Widget Configuration dialog box.
How do I delete a widget from a Real-time Analytics dashboard?
To delete a widget, locate the widget on the appropriate dashboard. Click the menu icon () in the widget's title bar and, in the menu that appears, click Delete. The widget is removed permanently from the dashboard.
How do I remove all widgets from a Real-time Analytics dashboard?
To remove all widgets from your currently displayed dashboard, click the dashboard's menu icon () and then click Clear in the menu that appears. All your widgets are removed from your dashboard. The dashboard's title and configuration settings are not changed.
How do I rearrange widgets in a Real-time Analytics dashboard?
To move widgets in a dashboard, click a widget's title bar and drag the widget to the desired location. Repeat for all widgets you want to move.
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In a List widget, you can resize and sort data in columns. Drag the column divider to resize the column, or click the column heading to sort the order of data.
How do I save a Real-time Analytics dashboard?
To save a dashboard, click Save. Saved dashboards appear in the Dashboards list for all users (if published).
To save a copy of the dashboard with a new name, click the dashboard's menu icon () and then click Save As in the menu that appears. The Save As dialog box appears. In Title, type a name for your new dashboard and click OK.
How do I change the access to a Real-time Analytics dashboard?
To change access to an open dashboard, click the cog icon. The Configure Dashboard dialog box appears.
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If enabled for your account, agents have read-only access to dashboards that have been shared with them. For information about turning this access on and off, see Dashboards - agents can use URL to access read-only Dashboards in Controlling features for your account. For information about sharing individual dashboards, see How do I share a dashboard with an agent?.
How do I share a Real-time Analytics dashboard with an agent?
When you have made a dashboard public, you can copy the URL to the dashboard and send that URL to the agent. If enabled for your account, the agent can use the URL to access the dashboard directly. The agent has read-only access. For information about viewing the shared dashboard as an agent, see Viewing a Real-time Analytics dashboard as an agent.
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When you have a List widget in a Real-time Analytics dashboard, to download the content in CSV format, click Export in the options menu on the right side of the widget. For information about turning the download of widget data on and off, see Dashboards - users can download widget data in Controlling features for your account.
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When you have a List widget displaying interaction metrics, you can click an interaction to inspect it. In this view, a timeline of the interaction appears plus a table containing a detailed list of interaction events and applets involved in the interaction. If the feature is enabled, to download the content of the table in CSV format, click the download icon in the top-right corner of the table. For information about turning the export of interaction data on and off, see Dashboards - users can download widget data in Controlling features for your account.
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