Quick Voice Message usage dashboard
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
The Quick Voice Message usage dashboard provides comprehensive visibility into how your agents are using pre-recorded voicemail messages, also known as Voicemail Drop.
Use this dashboard to:
Monitor which pre-recorded messages agents use most frequently.
Identify which agents use Voicemail Drop most often.
Investigate individual voicemail drop events at the interaction level.
For information on how agents can manage their recording library, see Quick voice messages in Agent Workspace and Quick voice messages in ContactPad.
Prerequisites
Prerequisite | Description |
|---|---|
Historical Analytics license | You must have a Historical Analytics Viewer or Creator license. |
Voicemail Drop enabled | The Voicemail Drop feature must be enabled on your account via the VCC Admin Portal. |
Pre-recorded messages configured | At least one pre-recorded message must be configured in your library for agents to use. |
Limitations
Limitation | Description |
|---|---|
No real-time data | Voicemail Drop data is processed through the Historical Analytics pipeline. Usage data is not available in real-time dashboards and typically appears after the standard processing delay, usually 15 to 30 minutes after the interaction ends. |
Historical data only | Reporting begins from the moment the feature is enabled. You cannot retroactively report on voicemail drops that occurred before the feature was activated on your account. |
No content playback | This dashboard tracks who sent which file and when. It does not provide a way to listen to the voicemail recording within the Analytics interface. |
Filters
Mandatory filter
The Date range filter is mandatory. The dashboard will not display data unless a date range is selected.
Name | Description | Default |
|---|---|---|
Date range | Filters all tiles to the selected time period. | Last 7 days |
Agent Name | Filters data to one or more specific agents by name. | All agents |
Agent ID | Filters data to one or more specific agents by ID. | All agents |
Filename | Filters data to a specific pre-recorded message file. | All files |
Message type | Filters data to one or more of the following message types:
| is Voicemail or Announcement |
Tiles
Quick Voice Message details tile
The Quick Voice Message details tile provides a granular event-level log of every pre-recorded message sent during the selected period, showing the interaction, agent, message type, and filename for each event.
The Quick Voice Message details tile contains the following columns:
Name | Description |
|---|---|
Interaction ID | The unique identifier of the interaction during which the message was sent. |
Event Time | The date and time at which the message was sent, in YYYY-MM-DD hh:mm:ss format. |
Agent | The name of the agent who sent the message. |
Agent ID | The unique identifier of the agent who sent the message. |
Message type | The type of message sent. One of:
|
Filename | The filename of the pre-recorded message that was sent. |
Files by usage (top 10) tile
The Files by usage (top 10) tile ranks the ten most frequently used pre-recorded message files by the number of times they were sent during the selected period, helping you identify which messages resonate most with agents.
The Files by usage (top 10) tile contains the following columns:
Name | Description |
|---|---|
Filename | The filename of the pre-recorded message. |
Count | The number of times the file was sent during the selected time period. |
Agents by usage (top 10) tile
The Agents by usage (top 10) tile ranks the ten agents who sent pre-recorded messages most frequently during the selected period, helping you identify adoption patterns and coaching opportunities.
The Agents by usage (top 10) tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent. |
Agent ID | The unique identifier of the agent. |
Count | The number of times the agent sent a pre-recorded message during the selected time period. |
Empty tiles
If tiles show no data, verify that your date filter includes recent activity and that agents are actively using pre-recorded messages.