Default Historical Analytics dashboards

Default

Vonage

No

Visible to all users with a Historical Analytics license

Custom

The creator

Yes

(by the creator, and by any Creator license holder for public dashboards).

Public (visible to all users) or private (visible only to the creator)

Personal dashboards not accessible

Users can create personal dashboards in Looker. These are inaccessible within VCC.

Default dashboards cannot be edited

To modify a default dashboard, you must copy it and save the copy as a new custom dashboard.

Historical data not available for newly enabled features

When a provisioned feature is enabled for the first time, data collection begins from that point forward. Data from before the feature was enabled is not backfilled and will not appear in the corresponding dashboards or fields.

Agent performance - agent timelines

Agent performance

• Displays agent activity as a timeline of state changes for a selected time period.

• Use this dashboard to understand how individual agents move between presence and interaction states throughout their shift.

Agent performance - interactions

Agent performance

• Displays metrics about agents' inbound, outbound, and internal interactions, including answer rates, delivery failures, and customer hold times.

• Use this dashboard to assess how well agents are handling interactions from the queue.

Agent performance - login/logout details

Agent performance

• Displays agents' ContactPad login and logout history, including durations of login and logout periods and presence state breakdowns.

• Use this dashboard to monitor agent attendance and schedule adherence.

Agent performance - presences

Agent performance

• Displays how agents split their time between presence states, including a Ready vs. non-Ready comparison.

• Use this dashboard to identify agents who may be spending excessive time in Away or Extended Away states.

Audio problems summary

Call quality and outcomes

• Displays a summary of audio quality issues reported during interactions, including Mean Opinion Scores (MOS).

• Use this dashboard to identify persistent call quality problems and investigate their scope.

Delivery failures summary

Call quality and outcomes

• Displays a summary of interactions that failed to connect to an agent, including failure types such as no answer, device unreachable, and declined.

• Use this dashboard to monitor connection reliability and identify agents with high failure rates.

Disposition codes summary

Call quality and outcomes

• Displays a summary of the disposition codes applied by agents at the end of interactions.

• Use this dashboard to understand interaction outcomes and track how agents are categorizing their calls.

Interaction detail records (IDRs)

Interactions

• Displays raw, highly detailed data for individual interactions or sets of interactions, including all events that occurred and their durations.

• Use this dashboard when you need to investigate specific interactions in depth.

Interaction details

Interactions

• Displays detailed information about a single interaction, including queue events, party states, and a breakdown of every event in the interaction.

• Use this dashboard to trace exactly what happened in a specific interaction by entering its ID.

Interactions search

Interactions

• Provides a searchable, filterable list of interactions.

• Use this dashboard to find specific interactions based on criteria such as agent, date, media type, or outcome.

Monitoring summary

Call quality and outcomes

• Displays a summary of supervisor monitoring activity, including which agents were monitored and for how long.

• Use this dashboard to track quality assurance and coaching activity.

Queue abandons by presented skills

Queue abandons

• Displays abandonment data grouped by the presented skill.

• Use this dashboard to see whether certain skill groups are consistently experiencing high abandonment.

Queue abandons by queue

Queue abandons

• Displays the number and rate of interactions abandoned while waiting in each queue.

• Use this dashboard to identify queues with high abandonment and investigate potential staffing or routing issues.

Queue abandons by virtual queues

Queue abandons

• Displays abandonment data grouped by virtual queue.

• Use this dashboard to evaluate the effectiveness of virtual queuing and callback configurations.

Queue performance by presented skills

Queue performance

• Displays queue performance metrics grouped by the skill presented to the queue.

• Use this dashboard to compare performance across different skill sets and identify routing gaps.

Queue performance by queue

Queue performance

• Displays queue results and performance metrics from the perspective of the queue, including abandon rates, breakout rates, and average time to answer.

• Use this dashboard to identify queues with high abandonment or poor service levels.

Queue performance by virtual queues

Queue performance

• Displays queue performance metrics grouped by virtual queue.

• Use this dashboard to assess how effectively virtual queuing strategies are working.

Routing settings - groups

Routing configuration

• Displays the current routing group configuration, including group names, settings, and assigned agents.

• Use this dashboard as a reference when auditing or troubleshooting the routing setup.

Routing settings - skills

Routing configuration

• Displays the current routing skills configuration, including skill names, levels, and assigned agents.

• Use this dashboard as a reference when auditing skill assignments or investigating routing gaps.

Target time to answer by presented skills

Target time to answer

• Displays the target time to answer performance grouped by the presented skill.

• Use this dashboard to identify skill groups that are consistently missing service level targets.

Target time to answer by queue

Target time to answer

• Displays how each queue is performing against its target time to answer threshold.

• Use this dashboard to monitor SLA adherence at the queue level.

Target time to answer by virtual queues

Target time to answer

• Displays the target time to answer performance grouped by virtual queue.

• Use this dashboard to evaluate SLA adherence for virtual queue configurations.

Users summary

Users

• Displays a summary of all users in your VCC account, including license type, agent configuration, and account status.

• Use this dashboard to audit user setups and license assignments.

Users' last logins in VCC platform

Users

• Displays the most recent login date for each user in your VCC account, including archived users.

• Use this dashboard to identify inactive users or audit access patterns.