The Dashboards 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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Interaction details data can be grouped by the by the GUID, audio problems or disposition code of the interaction.
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Examples
Donut widget that displays the states of the agents in the specified queues:
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Examples
Single-series Trends widget that displays the number of calls offered in the last 12 hours:
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Timelines in list widgets
List widget that widgets that show interaction details can show timelines of events within individual interactions. Clicking on an interaction in the list opens a timeline of that interaction. A timeline displays the interaction and its associated events in combination with the interaction activities of all agents involved in the interaction (main agent, consulted agent, transferred agent). The interaction's state is broken down into time spent in:
- IVR
- Queues
The agents' presence states include the times spent in ringing, connected, hold, and wrap states for the during of the specific interaction.
Different colored blocks on the timeline represent different events and activities; hovering over the different blocks in the timeline show the duration of the events and activities.
For more information about timeline widgets, see Viewing interactions details in a timeline.
Examples
List widget that displays the current presence statuses and interaction states of agents in the account:
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List widget that shows the queue with the most interactions offered today:
List widget that shows a timeline:
Multi Big Number
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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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