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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Queue-related data can be grouped by queue name, media type, skill combinations, and individual skills, skill combinations, and individual skills.
Virtual agents
Virtual agent data consists of metrics about interactions that were handled by a virtual agent within Vonage's Virtual Assistant. This data includes the number of interactions that were abandoned, escalated, or resolved while being handled by that virtual agent, how long it took to reach each result, and the average time of virtual agent sessions. For more information about Virtual Assistant, see Virtual Assistant.
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Virtual Assistant is an add-on feature. You will only see virtual agent data if the feature is turned on for your account. |
What metrics does each data type contain?
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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: A maximum of eight presence states are shown; additional states appear as Other. For information about the values shown in the detailed agent presence states donut widget, see the Agent (count) metric in Real-time Analytics metrics. |
Donut widget that displays the number of calls offered by queue:
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| Data Type | Key Metric |
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| Agents | Agent Name |
| Interactions Details | Guid |
| Queues | Queue, Media Type, Skills, or Skill |
| Virtual Agent | Virtual Agents, Media Type |
Timelines in List widgets — interactions
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The agents' presence states include the times spent in ringing, connected, hold, and wrap states for the during duration of the specific interaction.
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For more information about interaction timeline widgets, see see Viewing interaction details in a Real-time Analytics timeline and a table.
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List widgets that show agent details can show a timeline of the states the selected agent is in. Clicking on an agent in the list opens a timeline of that agent's states during the widget's specified timeframe. The timeline displays the agent and their associated states, along with the total and percentage time the agent spent in each state.
Different colored blocks on the timeline represent different states; hovering over the blocks in the timeline shows the time the agent spent in that specific incidence of the state.
Dashboard owners can control whether users of the dashboard can see other agent's timelines. For information, see How do I configure default settings for a Real-time Analytics dashboard? in Using Real-time Analytics.
For more information about agent timeline widgets, see see Viewing agent summary state details in a Real-time Analytics timeline.
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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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The widget will change from green to orange and orange and will send a notification when the Service Level value drops to less than 45%.
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When the Service Level value increases to 45% or above, the widget is green, and another notification appears:
Where does data come from?
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