Overview of Real-time Analytics

Overview

The Real-time Analytics 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.

Real-time Analytics dashboards

A dashboard is a collection of widgets, displaying agent and queue statistics. Dashboards display information about all types of interactions. 

Open

Dashboard

Widgets

A widget is an item on a dashboard, containing configured data. Widgets display Vonage Contact Center metrics, optionally filtered (by timeframe, queue, media type, and so on), in the chosen visualization style (gauge, donut, and so on). Using widgets you can see a picture of current and past activity in your VCC Admin Portal account.

Types of data displayed on a widget

Dashboards can contain several different types of widgets each displaying different types of data and different information about that data.

Widgets contain data about agents, interactions, and queues. A widget can contain one type of data at any time. Widget data can be grouped by or filtered by various metrics.

Agents

Widgets configured to display agent-related data might contain the number of interactions agents have handled, the time agents spent in each presence state or handling those interactions, or a combination of these.

Agent-related data can be grouped by:

• Agent Name

• Presence State

• Agent State

• Location

• Group

• Audio Problem

• Disposition Codes

• Call Rating

• Interaction State

Interactions details

Interaction details consist of metrics about inbound interactions. For example, the telephone number of the caller, the number they dialed to reach Vonage Contact Center, the name of the queue that Vonage Contact Center routed their interaction to, the time it took an agent to answer, and the interaction's various states while in progress or final state when complete.

Interaction details data can be grouped by:

• Interaction

• Audio Problem

• Disposition Codes

• Call Ratings

• Real-Time Sentiment

If the Data Source Mappings feature is available for your account, along with standard metrics, any mapped names in your account are available as custom metrics in interaction details. For information about viewing data source data in Real-time Analytics dashboards, see Viewing mapped data source data in Real-time Analytics.

Queues

Widgets configured to display queue-related data contain totals and averages relating to numbers of interactions in queues and the time spent in those queues.

Queue-related data can be grouped by:

• Queues

• Media Types

• Skill Combinations

• Individual Skills

Virtual agents

Virtual agent data consists of metrics about interactions that were handled by a virtual agent within Vonage's Voice API. This data includes the number of interactions that were abandoned, escalated, or resolved while being handled by that virtual agent, how long it took to reach each result, and the average time of virtual agent sessions. For more information about Voice API, see Voice API.

Widget types

Seven different types of widgets are available. Each widget can display different metrics. 

Big Number

Big Number widgets display a single number, time, percentage or fraction depending on the metric.

Donut

Donut widgets display a single metric in a donut chart.

Donut charts are most valuable in displaying how a specific metric is split up. For example, when displaying the agents' Presence Status details metric, a donut displays the number of agents in each presence state. Or, when displaying the Offered metric by Queues, you can see how offered calls are split between queues.

Gauge

Gauge widgets display a single metric in a gauge chart along with either a percentage or a fraction. Gauge widgets add a visual element to certain metrics that could otherwise be displayed in Big Number widgets.

Trend

Trends widgets display a chart that represents queue-related data at 15-minute intervals during a configured timeframe.

Trend widgets can be single- or multi-series charts. A single-series chart displays a single metric. A multi-series chart can display two or more compatible metrics with each metric appearing as a series, or a single metric that can be broken down by group (queue, skill or media type) with each group appearing as a series.

List

List widgets display a list of metrics within a chosen data type. The data appears in a table.

Each List widget requires a key metric which is automatically added to the first column of the list; the key metric depends on the selected metrics' data type. The columns in the table in a List widget can be reordered.

Timelines in List widgets - interactions

List widgets that show interactions 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 duration of the specific interaction.

Different colored blocks on the timeline represent different events and activities; hovering over the different blocks in the timeline shows the duration of the events and activities.

For more information about interaction timeline widgets, see Viewing interaction details in a Real-time Analytics timeline and a table.

Timelines in List widgets - agents

List widgets that show agent details can show a timeline of the states the selected agent is in. Clicking on an agent in the list opens a timeline of that agent's states during the widget's specified timeframe. The timeline displays the agent and their associated states, along with the total and percentage time the agent spent in each state.

Different colored blocks on the timeline represent different states; hovering over the blocks in the timeline shows the time the agent spent in that specific incidence of the state.

Dashboard owners can control whether users of the dashboard can see other agent's timelines. For information, see How do I configure default settings for a Real-time Analytics dashboard? in Using Real-time Analytics.

For more information about agent timeline widgets, see Viewing agent summary state details in a Real-time Analytics timeline.

Download CSV data

If enabled for your account, any user can download the data presented in the List widgets. The user can also download all data about a specific interaction from a List widget containing interaction metrics. For information about downloading data, see How do I download the content of a List widget in CSV format? and How do I download an interaction's data in CSV format? in Using Real-time Analytics. For more information about turning the downloading of data on or off, see Dashboards - users can download widget data in Controlling features for your account.

Multi Big Number

Multi Big Number widgets display matrices of big numbers (as displayed in Big Number widgets). These widgets effectively group several Big Number widgets within a single widget. All numbers in the Multi Big Number widget must be of the same data type. Configured filters apply to all metrics in the widget, but any thresholds apply to individual metrics.

Text

The text-type widget displays important text-based information on the Real-time Analytics dashboard. This widget supports basic formatting (e.g., bold, italics, underline, text size), hyperlinks, and changing background color. You can use it to display, for example, announcements, motivational messages, or operational guidelines.

We currently offer only one text-type widget - the rich-text widget.

Thresholds

Thresholds draw attention to a widget or a value in the widget by changing the widget or value's color depending on the displayed value.

Examples

• 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.

• You might have a List widget with thresholds on the Offered and Breakouts (Total) columns. The values in the list are highlighted in the specified color if they exceed the threshold.

• You might have a Multi Big Number widget with thresholds on some or all of the values. The colors of the values in the widget indicate that they have exceeded the threshold.

• You might have a Gauge widget with a threshold on the percentage of abandoned calls.

Threshold notifications

Dashboards can send system notifications when widget values exceed the configured threshold. Clicking on a notification message opens the dashboard window that sent the notification, and highlights the widget that contains the exceeded threshold.

When notifications are turned on, whenever a value crosses a red, orange, or green - but not white - threshold a system notification is sent.

Data storage

Widgets display statistical data retrieved using Vonage Contact Center's Insights Stats API.

Real-time Analytics access

By default, 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.