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, groups, interaction events or summary, skills, and users. 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.

What data can be displayed in tiles?

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A tile can contain one type of data at any time — agent event, group, interaction event or summary, skill, or user. 

Agents

Each row of data represents a single agent. The data is presented for all users with an agent license, or with supervisor or admin licenses if allowed to act as agents. The Agents set of data can be accessed within Agent Events, Interaction Events, Groups, and Users explores. 

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:

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

Groups

Each row of data represents a single group and its settings. When agent and group dimensions are shown, a row of data represents a group and agent combination, where the agent is in the group. Within groups you can report on:

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For a complete list of groups fields and their descriptions, see Groups fields.

Interaction events

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

For a complete list of interactions fields and their descriptions, see Interaction 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:

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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.

Interaction summary

Interaction summaries include data that can describe the lifecycle of the interaction. This data includes, for example, for an inbound interaction, when it started, the interaction plan it started in, what happened in the queue, the agent it was routed to, and how long it lasted. Other data includes whether any issues with call quality were reported, if the interaction was analyzed, and whether a payment was taken.

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For a complete set of interaction summary fields and their descriptions, see Interaction summary fields.

Skills

Each row of data represents a single skill and its settings. When agent and skill dimensions are shown, a row of data represents a skill and agent combination, where the skill is assigned to the agent. Within skills you can report on:

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For a complete list of skills fields and their descriptions, see Skills fields.

Users

Each row of data represents a single user. The data is presented for all users that exist in your account, including archived ones. The Users set of data can be accessed within Users explore. 

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 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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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 Dashboard actions and select a new time zone.

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?

Anyone with a Viewer or a Creator Analytics license can access Analytics. For information about licenses in Analytics, see Historical Analytics licenses and access.

What are the current limitations of Analytics?

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