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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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Select the virtual agent or agents you want to display data for. For example, you may want to display metrics for interactions that are being or were handled by the customer support virtual agent only.

All virtual agents in your account are available and, by default, all are selected.

Select the results of the virtual agent session you want to include data for. For example, you may want to display metrics about resolved virtual agent sessions only.

All results are available (abandoned, escalated, and resolved) and, by default, all are selected.

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. 

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.

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.

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.
Click Per Grouping to show an area, bar or line for each grouping. For example, you might have a Trend widget with a Chart Type of Bar that displays calls offered grouped by queue. Selecting Per Grouping displays a bar for each queue.

The default Series is Per Metric. The maximum number of series that a Trend widget can display, is 10.

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.
Click No to hide the summary row.

The default setting is Yes.

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.

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 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.

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.