The Real-time Analytics area of the VCC Admin Portal contains dashboards configured for your account. Dashboards are made up of various components—widgets—that represent past and current activity in your account. The widgets contain different types of information depending on their configuration.
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Donut widget that displays the presence states state categories of the agents in the specified queues:
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Using the example above, if Level Of Detail is set to Detail, specific agent presence states not just agent presence state categories: |
Donut widget that displays the number of calls offered by queue:
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If enabled for your account, any user can download the data presented in the List widgets. The user can also download all data about a specific interaction from a List widget containing interaction metrics. For information about downloading data, see How do I download the content of a List widget in CSV format? and How do I download an interaction's data in CSV format? in Using Real-time Analytics. For more information about turning the downloading of data on or off, see Dashboards - users can download widget data in Controlling features for your account.
Examples
List widget that displays the current presence statuses and interaction states of agents in the account:
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Only non-text metrics can have thresholds. The following metrics are text metrics:
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For example, you might have a Big Number widget that displays the number of calls offered to a specific queue since your contact center opened today. This widget could have a threshold of 120, meaning that the widget changes color if the number of inbound calls exceeds 120. The color change will alert users that the threshold has been exceeded and they might need to take action.
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