Overview of Analytics

The Historical Analytics area of the Vonage Contact Center Admin Portal (VCC) presents historical data from your VCC account activity. Historical Analytics consists of default and custom dashboards. Historical Analytics is integrated with a Business Intelligence (BI) tool called Looker and uses its embedded view. Looker is Google's BI tool for visualizing and displaying data. 

What is Looker?

Looker is Google's BI tool for visualizing and displaying data. For more information about Looker, see the Looker resources page.

What are dashboards?

A dashboard is a collection of tiles, displaying data about agent events or interaction events. Analytics offers two types of dashboards:

• Default. The collection of default Historical Analytics dashboards is owned by Vonage and includes common ways of displaying data within a contact center. For information about the default dashboards available and what they contain, see Default Historical Analytics dashboards. 

• Custom. Custom Historical Analytics dashboards owned by the creator. Users can create completely new custom dashboards or create them from copies of existing dashboards.

What are tiles?

A tile is a single item on a dashboard. Tiles can be one of two types:

• Text tiles contain static text. 

• Visualization tiles contain configured data and have various configuration options. For more information see What visualization options are available for tile? section later this page.

What data can be displayed in tiles?

Currently tiles show data about agent events, groups, interaction events or summary, skills, and users — this data is the same data that used in Dashboards and Insights Stats API.

In Looker, data is contained in fields. Fields can be of three types:

• Filter-only field. Used for filtering data only.
• Dimensions. Data about an agent or interaction event that can be displayed, or filtered or grouped by.
• Measures. Perform calculations on all the data in relevant dimensions such as totals, averages, durations, minimums, maximums, and percentages.

Each field has a tooltip that describes the field's content.

A tile can contain one type of data at any time—agents, agents events, interaction events, or users. 

Agents

Each row of data represents a single agent. The data is presented for all users with license of Agent or Supervisors and Admins if allowed to act as agents. The Agents set of data can be accessed within Interactions and Agents explores. 

Within Agents you can report on:

• Email

• Licence

• Name

• Phone number

• Physical location

• Username

• WebRTC

For a complete list of agent event fields and their descriptions, see Agents fields.

Agent events

Each row of data represents a single event for an agent. Agent events can be one of two types—presence and interaction—and each event also has a category:

• Presence

  • Ready

  • Away

  • ExtendedAway

  • LoggedOut

• Interaction

  • Ringing

  • Connected

  • Wrap

  • Unexpected

  • Failed

Other agent event data includes start time and date, duration of event, and agent ID. Average, maximum, and minimum duration, and count measures are also available. The Agent events set of data can be accessed within Agents explore. 

For a complete list of agent event fields and their descriptions, see Agent Events fields.

Interaction events

Each row of data represents a single interaction. Interactions can have channels, events, start and end dates, and so on. Interactions have many more dimensions and measures than agent events. The Interaction events set of data can be accessed within Interactions explore. 

For a complete list of interactions fields and their descriptions, see Interaction Events fields.

Interaction model

Interaction event data describes every call or other type of interaction in a 4-layer structure, each with its own properties or fields:

• Interactions
  Each interaction has information applicable to the interaction as a whole. Information includes when it started, its status—completed, ongoing, internal error—and its direction—inbound, outbound or internal.
  Interactions have one or more channels:
  

  • Channels
    A channel represents a party who is connected or attempted to be connected to the interaction. If a party leaves and rejoins, there are two channel instances associated with that party. A party can be external, an agent, or a monitor (a supervisor monitoring an interaction).
    Channels have one or more channel events:

    • Channel Events
      A channel event represents each human or system activity instigated by or affecting the channel—party—or the interaction. Examples of channel events include Ringing, DeliveryFailed, Connected, Applet, Queue, Held, CallRecording, Disposition, Wrap. Multiple channel events can occur at the same time. For example, a Held channel event can occur within a Connected channel event.
      Each channel event has a type, an offset (by default, in milliseconds from the start of the interaction), and a duration (by default, in milliseconds). Queue, Applet and some other events carry a Customer-defined Name

      • Channel Event Properties
        Some channel events, specifically Queue channel events, have additional properties. A queue channel event has a result—for example, HangUp, Delivered or a range of breakouts—a list of presented skills, and virtual queue (or agreement) names.

All interactions have a conversation GUID. A conversation GUID connects all interactions that make up a conversation. For example, a conversation may contain an initial phone call and a callback—both interactions will have the same conversation GUID, but different interaction GUID.

Users

Each row of data represents a single user. The data is presented for all users that exist in your account, including archived ones. The Users set of data can be accessed within Users explore. 

Within Users you can report on:

• Active

• Agent configuration

  • Agent ID

  • Phone number

  • Physical location

  • WebRTC

• Days since last login

• Email

• Last login date Date

• Licence

• Locked

• Name

• User ID

• Username

For a complete list of users fields and their descriptions, see Users fields.

What visualization options are available for tiles?

Tiles display data in different forms, or visualizations. Visualizations can be divided to different types, where each type has different settings you can use to customize its look. Different data works better in some visualizations than others.

Visualizations can be of following types:

• Cartesian charts

  • Column

  • Bar

  • Scatterplot

  • Line

  • Area

• Pie and donut charts

  • Pie

  • Donut Multiples

• Progression charts

  • Funnel

  • Timeline

  • Waterfall

• Text and table

  • Single Value

  • Single Record

  • Table

  • Table (Legacy)

  • Word Cloud

• Maps

  • Map

  • Static Map (Regions)

  • Static Map (Points)

• Other charts

  • Boxplot

For detailed information about each Looker's visualization types, see Visualization types (Looker help).

Where does data come from?

Analytics is powered by the same data used in Dashboards—Insights Stats API.

Who can access Analytics?

Only users who are assigned an Analytics license can access it. Users can have either view or create access to Analytics. For more information about assigning Analytics licenses, see the Configuring Analytics access.

The number of these different types of licenses depends on your package type (Express, Essentials, Select, and so on), contract type (named or concurrent), and number of seats. You can buy more licenses. For more information, contact your Account Manager.

Users who do not have access to Analytics can still benefit from its data. You can schedule delivery of dashboards to any user, by providing their email addresses. For more information, see the Scheduling delivery a dashboard section in Using Analytics.

What are the current limitations of Analytics ?