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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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 turn compact view on and off?
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In the following example, with compact view on 20 agents are displayed; with compact view off, only 14 agents can be displayed in approximately the same space.
How do I configure default settings for a Real-time Analytics dashboard?
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| Filter | Description | ||
|---|---|---|---|
| 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.
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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 State | 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. | ||
| Presence state | Select the 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 category, or select one of the specific states like Break or Paperwork as configured in the backend. All default and custom presences states and 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 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. | ||
| Licenses | Select the license or licenses of the agents you want to display data for. For example, you may want to display metrics for agents with supervisor licenses. All licenses are available and, by default, all are selected. |
A filter icon will appear to indicate any filters you have chosen.
Filtering the displayed data
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Depending on the widget you select, available options for the widget appear in the Options area of Widget Configurator.
| Option | Description | ||
|---|---|---|---|
| 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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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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When you have a List widget displaying agent metrics, you can click an agent to inspect it. In this view, a timeline of the agent's summary states appears plus a table containing a detailed list of the 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 agent summary state data on and off, see Dashboards - users can download widget data in Controlling features for your account.
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