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 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 Real-time Analytics as a supervisor user. For information about using Real-time Analytics as an agent, see Viewing a Real-time Analytics dashboard as an agent.
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To configure default settings for an open dashboard, click the cog icon. The Configure Dashboard General settings dialog box appears.
In Title Dashboard name, type a name for your dashboard. Your title must be between 1 and 256 characters long can contain Unicode, other than 4-byte, characters.
In Time Zone, select the time zone you want your dashboards to use when displaying data.
In Start of Day set the default start time for the dashboard. The start of day determines the time from which data in the dashboard is displayed. For example, if you set Start of Day to 09:00, the dashboard displays activity in your account from 09:00 in your selected time zone for up to 24 hours (08:59 the next day).
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| Widgets that require a start time will use the default Start of Day unless you override the value in individual widgets. |
If you own the dashboard, Access appears in the Configure Dashboard dialog box. You can set the access to Public or Private. Click Public to make the dashboard available to other users, including agents, in your account. Click Private to make the dashboard unavailable to other users. By default, Access is Public meaning that the dashboard is visible to anyone with access, including agents.
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To share a dashboard with an agent, you must set access to Public. You must also send the intended agent or agents a link to the dashboard. For information about sharing dashboards, see How do I share a dashboard with an agent?. |
In Widget placement, select how you want to place widgets. Click Auto to place widgets in a grid formation. Click Manual to be able to place widgets anywhere on the dashboardIf you own the dashboard, Private appears in the General settings dialog box. You can set the access to private or shared.
- Select Private to make the dashboard unavailable to other users.
- Clear Private to make the dashboard available to other users, including agents, in your account.
By default, Private is cleared meaning that the dashboard is visible to anyone with access, including agents.
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To share a dashboard with an agent, you must set access to shared. You must also send the intended agent or agents a link to the dashboard. For information about sharing dashboards, see How do I share a dashboard with an agent?. |
In Automatic widget placement, select how you want to place widgets.
- Select Automatic widget placement to place widgets in a grid formation.
- Clear Automatic widget placement to be able to place widgets anywhere on the dashboard.
In time settings, you can set the time zone and start of day.
- In Time zone, select the time zone you want your dashboards to use when displaying data.
- In Start of day set the default start time for the dashboard. The start of day determines the time from which data in the dashboard is displayed. For example, if you set Start of day to 09:00 am, the dashboard displays activity in your account from 09:00 am in your selected time zone for up to 24 hours (08:59 am the next day).
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| Widgets that require a start time will use the default Start of day of 12:00 am unless you override the value in individual widgets. |
In Notifications, configure how browser notifications will be sent:
- To Select Remain until dismissed to make browser notifications visible until you close them, under .
- Clear Remain until dismissed, click Yes. To make to make browser notifications disappear after a few seconds, click No.
- To Select Play sound to play a sound along with the notifications, under .
- Clear Play sound, click Yes. To to make notifications silent, click No.
Click Save Update to save any changes you have made.
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When you first click to add a new widget, the METRICS Metric area of Widget ConfigurationConfigurator contains collapsed sections, one for each of the data types. These data types contain metrics. For information about data types, see Overview of Real-time Analytics.
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Click your chosen metric or metrics. As you click metrics, they appear — in order — in the METRICS SELECTED areaMetrics selected area. Alternatively, drag the metric or metrics to the METRICS SELECTED area 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.
Drag the metrics in the METRICS SELECTED Metrics selected area to reorder them.
Click the cross alongside the metric in the METRICS SELECTED area Metrics selected area to deselect the metric.
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As you select and deselect metrics, other options in Widget ConfigurationConfigurator become available or unavailable depending on whether they are compatible with selected metrics. You can only select metrics of one data type in a single widget. |
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You can click your chosen grouping when you first create a widget. Alternatively, selecting a metric or metrics automatically groups the metrics by the data type that contains the metric in Widget ConfigurationConfigurator. Depending on the widget you select to display the metrics, you can see the data grouped by data type.
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When you have selected all the metrics you want to appear in your widget, click FILTERS Filters. Depending on the metrics you have added, you will have different filters available.
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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 — Inbound, Outbound, and Internal — are available and, by default, all are selected. | |||||||
| Interaction StatesState | 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 state | Select the agent presences presence states that you want to display data for. For example, you may want to display agent data only for agents in the Away presence state groupcategory, or select one of the specific states like Break or Paperwork as configured in the backend. All default and custom agent presences states and groups categories — Ready, Away, Extended Away, and Logged 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 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. | |||||||
| Physical LocationsLicenses | Select the location license or locations licenses of the agents you want to display data for. For example, you may want to display metrics for agents only in the United Kingdomwith supervisor licenses. All physical locations licenses are available and, by default, all are selected. |
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When you have filtered the data that you want included in your widget, if you have chosen Groups, Skills, or both metrics to appear in your widget, you can filter specific groups, skills or both from the display.
If available, click DISPLAY FILTERS Display Filters. Groups, Skills, or both, filters appear.
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A list of widgets appears in the WIDGETS Widgets area of Widget ConfigurationConfigurator. For information about widgets, see Overview of Real-time Analytics.
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Depending on the widget you select, available options for the widget appear in the OPTIONSOptions area of Widget ConfigurationConfigurator.
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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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Depending on the metrics you select, you may be able to configure threshold values in the Thresholds area of Widget ConfigurationConfigurator. For information about thresholds including notifications, see What are thresholds? in Overview of Real-time Analytics.
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Provide a name for and review your widget in the PREVIEW area Preview area of Widget ConfigurationConfigurator. When you are happy with your settings, click OK Save. (Alternatively, click Cancel to discard your changes.)
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To modify an existing widget, locate the widget on the appropriate dashboard. Click the cog in the widget's title bar to open the widget in the Widget ConfigurationConfigurator dialog box. Make changes as required. For information about fields within the Widget ConfigurationConfigurator dialog box, see Selecting metrics to display in your widget.
When you have finished making changes, click OK Save. Your modified widget appears on the dashboard.
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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 ConfigurationConfigurator dialog box.
How do I delete a widget from a Real-time Analytics dashboard?
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How do I save a Real-time Analytics dashboard?
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To save a copy of the dashboard with a new name, click the dashboard's menu save 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. Saved dashboards appear in the Dashboards list for all users (if published).
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 General settings dialog box appears.
If you own the dashboard, Access Private appears in the Configure Dashboard General settings dialog box. You can set the access to Public to private or Private. Click Public to shared. Select Private to make the dashboard available unavailable to other users in your account. Click Clear Private to make the dashboard unavailable available to other users in your account. Click Save Update to save any changes you have made.
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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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-only access. For information about viewing the shared dashboard as an agent, see Viewing a Real-time Analytics dashboard as an agent.
How do I download the content of a List widget in CSV format?
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.
How do I download an interaction's data in CSV format?
When you have a List widget in a Real-time Analytics dashboarda 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 Export in the options menu on the right side of the widgetclick the download icon in the top-right corner of the table. For information about turning the download export of widget interaction data on and off, see Dashboards - users can download widget data in Controlling features for your account.
How do I download an
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agent's summary state data in CSV format?
When you have a List widget displaying interaction agent metrics, you can click an interaction agent to inspect it. In this view, a timeline of the interaction agent's summary states appears plus a table containing a detailed list of interaction events and applets involved in the interactionthe agent's summary states throughout the timeframe of the widget. 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 agent summary state data on and off, see Dashboards - users can download widget data in Controlling features for your account.
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