The Dashboards area of Vonage Contact Center (VCC) contains dashboards that you or other users have configured for your account. Individual 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 Dashboards area of Vonage Contact Center (VCC) contains dashboards that you or other users have configured for your account. Individual 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 Dashboards as a supervisor user. For information about using Dashboards as an agent, see Viewing a dashboard as an agent.
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- Mark a dashboard as a favorite. To mark a dashboard as a favorite, click the star icon in the dashboard tile. The star icon changes to a solid yellow color. A non-favorited dashboard contains a star with a grey outline.
- Search and filter dashboards. To filter the list of dashboards, start typing part of the required dashboard's name in the Search and Filter field. The list of dashboards is filtered as you type. You can alternatively filter the list to display only favorited dashboards. Click Only Favorites to display only favorited dashboards.
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Click Save to save any changes you have madeyou have made.
How do I delete a dashboard?
To delete a dashboard, click the dashboard's menu icon () and then click Delete in the menu that appears. You are prompted to confirm that you want to delete the dashboard. Click Delete to confirm or Cancel to cancel the deletion.
How do I
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add a widget to a dashboard?
To delete a add a widget to a new or existing dashboard, click the dashboard's menu icon () and then click Delete in the menu that appears. You are prompted to confirm that you want to delete the dashboard. Click Delete to confirm or Cancel to cancel the deletion.
How do I add a widget to a dashboard?
To add a widget to a new or existing dashboard, click Add Widget. Widget Configuration appears.
Define the settings for your widget as described in the following sections.
You can start either by choosing the metrics you want to display and then the widget to display the data in or by choosing the widget and then the metrics you want to display in the widget. We recommend that you choose the metrics first; you can optionally choose how to group the metrics too.
Selecting metrics to display in your widget
When you first click to add a new widget, the METRICS area of Widget Configuration contains collapsed sections, one for each of the data types. These data types contain metrics. For information about data types, see Overview of Dashboards.
To explore the different data types and their metrics, click to expand the data types—one at a time. For information about the metrics, see Dashboard metrics.
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| If you have chosen the widget you want to display data in, the list of available metrics is limited to the metrics that the widget can display. |
When you have chosen the type of data and metrics you want to appear in your new widget, click to expand the data type. Optionally click a Group by data type option to group your chosen metrics accordingly. For information about grouping metrics, see Grouping metrics.
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| If you have chosen a Group by data type option, the list of available metrics is limited to the metrics within that grouping type. |
Click your chosen metric or metrics. As you click metrics, they appear—in order—in the METRICS SELECTED area. Alternatively, drag the metric or metrics to the 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 area to reorder them.
Click the cross alongside the metric in the METRICS SELECTED area to deselect the metric.
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As you select and deselect metrics, other options in Widget Configuration 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. |
Grouping metrics
Some metrics can be grouped in different ways. For example, you can group the numbers of interactions offered to and answered in a queue (Offered and Answered metrics in the Queue data type) by Queue, Media Type, Individual Skill or Skill Combination.
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 Configuration. Depending on the widget you select to display the metrics, you can see the data grouped by data type.
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Answered and Offered grouped by media type |
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Answered and Offered grouped by queue |
Filtering the data in your widget
When you have selected all the metrics you want to appear in your widget, click FILTERS. Depending on the metrics you have added, you will have different filters available.
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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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| If you select Today, the day starts from the time configured for Start of Day in the dashboard configuration. To override the default value, click Custom and define a new value in Start of Day. The custom value is for this widget only. |
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Add Widget. Widget Configuration appears.
Define the settings for your widget as described in the following sections.
You can start either by choosing the metrics you want to display and then the widget to display the data in or by choosing the widget and then the metrics you want to display in the widget. We recommend that you choose the metrics first; you can optionally choose how to group the metrics too.
Selecting metrics to display in your widget
When you first click to add a new widget, the METRICS area of Widget Configuration contains collapsed sections, one for each of the data types. These data types contain metrics. For information about data types, see Overview of Dashboards.
To explore the different data types and their metrics, click to expand the data types—one at a time. For information about the metrics, see Dashboard metrics.
| Info |
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| If you have chosen the widget you want to display data in, the list of available metrics is limited to the metrics that the widget can display. |
When you have chosen the type of data and metrics you want to appear in your new widget, click to expand the data type. Optionally click a Group by data type option to group your chosen metrics accordingly. For information about grouping metrics, see Grouping metrics.
| Info |
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| If you have chosen a Group by data type option, the list of available metrics is limited to the metrics within that grouping type. |
Click your chosen metric or metrics. As you click metrics, they appear—in order—in the METRICS SELECTED area. Alternatively, drag the metric or metrics to the 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 area to reorder them.
Click the cross alongside the metric in the METRICS SELECTED area to deselect the metric.
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As you select and deselect metrics, other options in Widget Configuration 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. |
Grouping metrics
Some metrics can be grouped in different ways. For example, you can group the numbers of interactions offered to and answered in a queue (Offered and Answered metrics in the Queue data type) by Queue, Media Type, Individual Skill or Skill Combination.
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 Configuration. Depending on the widget you select to display the metrics, you can see the data grouped by data type.
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Filtering the data in your widget
When you have selected all the metrics you want to appear in your widget, click FILTERS. Depending on the metrics you have added, you will have different filters available.
| Filter | Description | ||
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| 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 media types 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 queues 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 States | 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 | Select the agent presences that 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 media types in your account are available andagent data only for agents in the Online presence state. All agent presences—Away, Extended Away, Logged Out, and Online—are available and, by default, all are selected. | ||
| Media TypesGroups | Select the media type group or media types groups you want to display data for. For example, you may want to display metrics only for calls, emails, and chatsfor agents that are in the VIP group only. All queues groups in your account are available and, by default, all are selected. | ||
| Interaction DirectionSkills | Select the direction of interaction skill or skills 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 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. | ||
| Interaction States | Select the interaction state Physical Locations | Select the location or locations of the agents you want to display data for. For example, you may want to display metrics only for completed or ongoing interactionsfor agents only in the United Kingdom. All interaction states physical locations are available and, by default, all are selected. | |
| Agent Presence | Select the agent presences that you want to display data for. For example, you may want to display agent data only for agents in the Online presence state. All agent presences—Away, Extended Away, Logged Out, and Online—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. |
Filtering the displayed data
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. Groups, Skills, or both, filters appear.
Select the Groups, Skills, or both that you want to include in the display.
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You have selected French and Spanish skills to display data for agents with these skills in your widget. If an agent has French, Spanish and Mandarin skills, all three skills will appear for that agent in your widget unless you hide Mandarin using display filters. |
Selecting the widget to display data in
A list of widgets appears in the WIDGETS area of Widget Configuration. For information about widgets, see Overview of Dashboards.
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| If you have chosen the metrics you want to display, the list of available widgets is limited to the widgets that can display those metrics. |
Click a widget to see a preview of the chosen widget with the selected metrics in the preview area.
Changing options in your widget
Depending on the widget you select, available options for the widget appear in the OPTIONS area of Widget Configuration.
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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.
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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.
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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.
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Stacked Series only appears if:
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The default setting is No.
Click Yes to stack the data or No to leave as default.
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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 Dashboards. 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.
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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.
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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.
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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.
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If you select the SLA 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.
Filtering the displayed data
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. Groups, Skills, or both, filters appear.
Select the Groups, Skills, or both that you want to include in the display.
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You have selected French and Spanish skills to display data for agents with these skills in your widget. If an agent has French, Spanish and Mandarin skills, all three skills will appear for that agent in your widget unless you hide Mandarin using display filters. |
Selecting the widget to display data in
A list of widgets appears in the WIDGETS area of Widget Configuration. For information about widgets, see Overview of Dashboards.
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| If you have chosen the metrics you want to display, the list of available widgets is limited to the widgets that can display those metrics. |
Click a widget to see a preview of the chosen widget with the selected metrics in the preview area.
Changing options in your widget
Depending on the widget you select, available options for the widget appear in the OPTIONS area of Widget Configuration.
| Option | Description | ||
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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 Dashboards. 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 SLA 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 SLA 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 SLA metrics within Queues data type, you can include or exclude interactions that the agent transferred to another queue. |
Defining thresholds for your widget
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