Viewing Emergency Calls in Real-time Analytics

Overview

Real-time Analytics can display the current number of ongoing emergency calls and additional information on each individual interaction, within a contact center. Supervisors are able to view these results instantly, using configurable widgets built into their dashboards.

Emergency Calling feature

The emergency calling feature enables agents to contact emergency services directly from both their ContactPad and Intelligent Workspace call bar.

To learn more about configuring emergency calling for WebRTC, see Emergency calling.

If an organization has Vonage Premier for Salesforce Voice (SFV), emergency calling is also enabled for Omni-Channel interface users.

To learn more about configuring emergency calling for SFV, see Emergency calling in Salesforce Voice.

Configuration

Dashboard access

• Agents: Can only view individual dashboards in read-only mode using a direct link. This access level cannot be changed.

• Supervisors: Can create dashboards, view their own and shared dashboards, and choose whether to keep their dashboards private. However, this access can be restricted.

If configured for the account, supervisors can be limited to read-only dashboard access via URL, similar to agents.

For information about accessing read-only dashboards as an agent or supervisor, see Viewing a Real-time Analytics dashboard in read-only mode as an agent or supervisor.

To learn more about how to edit a user's permissions see, Configuring individual users and Feature permissions.

Number of ongoing Emergency calls

To create a widget which displays the number of ongoing emergency calls, along with thresholds, follow the steps below:

1. Navigate to Insights > Real-time Analytics.

2. Create a new dashboard or edit an existing one.

3. Click +Add content.

4. Under Metrics, choose Agents and Group by Interaction State.

5. Add Agent (count by interaction).

6. Navigate to the Thresholds tab.

   1. Set Low to 0 and High to 1.

   2. Change Low and Medium to green and High to red.

   3. Select the Bell icon to enable notifications.

7. Click the Filters tab, located next to Metrics.

8. Select Media Managers and leave only WebRtcEmergency checked.

9. Select Interaction State and leave only Connected and Wrap checked.

10. Click Save.

11. Select the purple Save icon, to save the entire dashboard.

Emergency call details

To create a widget which displays individual emergency call details, follow the steps below:

1. Navigate to Insights > Real-time Analytics.

2. Create a new dashboard or edit an existing one.

3. Click +Add content.

4. Under Metrics, choose Interaction Details and Group by Interaction.

5. Add Agent ID, Agent Name, Interaction State, Media Manager, Media Type and Start Time.

   1. Additional metrics can be added depending on supervisor needs.

6. Click the Filters tab, located next to Metrics.

7. Select Timeframe and choose 24 hours.

8. Select Media Managers and leave only WebRtcEmergency checked.

9. Click Save.

10. Select the purple Save icon, to save the entire dashboard.