Historical Analytics
- 1 Overview
- 2 Available data
- 3 Prerequisites
- 4 Limitations
- 5 Historical Analytics license model
- 5.1 Viewer licenses
- 5.2 Creator licenses
- 5.3 License downgrade
- 6 Supervisor access
- 7 Purchasing additional licenses
- 8 Assigning licenses
- 9 What's in this section
- 10 Troubleshooting
- 11 Training and learning resources
- 11.1 Vonage Academy
- 11.2 Looker resources
Overview
The Historical Analytics area of the Vonage Contact Center (VCC) Admin Portal presents historical data from your VCC account activity. 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.
Available data
Data aspect | Details |
|---|---|
Historical data range | Data from February 14, 2018, onwards. |
Data refresh frequency | Every 15 minutes. |
Data source | Insights Stats API (same as Real-Time Analytics). |
Time zone | Data is displayed according to the viewer's browser time zone. To change the time zone for a specific dashboard, go to Dashboard actions and select a new time zone. |
Prerequisites
Requirement | Details |
|---|---|
License | A Historical Analytics license (Viewer or Creator) must be assigned. |
Supported browsers | Chrome, Firefox, Edge, or Safari (current and previous major releases). |
Browsing mode | Normal browsing mode (private/incognito mode is not supported). |
Cookies | The browser must allow required cookies. |
User type | Only supervisors and administrators can be assigned Historical Analytics licenses. |
Limitations
Category | Limitation |
|---|---|
Personal dashboards | Users can create personal dashboards in Looker. These are inaccessible within VCC. |
Data models | Event-based models are the most flexible, but require a deeper understanding. |
Embedded version | The embedded version of Looker does not contain the same information as described in Looker's documentation. |
Dashboard ownership | All public dashboards can be viewed (and potentially edited) by all users with access to Historical Analytics. |
Reporting level | Historical Analytics can only report on one data level at a time, for example, agent-level or queue-level data, but not both in the same view. |
Dashboards stop working when the data model is updated
Historical Analytics dashboards no longer work when the underlying data model is updated. If you rely on custom dashboards built from default templates, monitor release communications for data model changes, and test your dashboards after updates.
Historical Analytics license model
Historical Analytics uses two license types: Viewer and Creator. The following table summarises what each license allows.
Capability | Viewer | Creator |
|---|---|---|
View public dashboards | Yes | Yes |
View your own private dashboards | Yes (only if created before license downgrade) | Yes |
Create, edit, and delete custom dashboards | No | Yes |
Set dashboards to private | No | Yes |
Edit and delete any public dashboard | No | Yes |
View, edit, or access other users' private dashboards | No | No |
Create scheduled deliveries for public dashboards | Yes | Yes |
Create scheduled deliveries for own private dashboards | No | Yes |
Transfer schedule ownership for public dashboards | No | Yes |
Viewer licenses
Viewer licenses are assigned to all VCC admin users by default. These licenses are for admin users only and cannot be transferred to supervisor users. Viewer licenses for supervisor users must be purchased separately.
Creator licenses
One Creator license is available for each account by default. The Creator license can be assigned to either an admin or a supervisor user and can be transferred between users. If you have multiple VCC accounts, you will need to share the Creator license between accounts or purchase additional Creator licenses.
License downgrade
If a user created private dashboards while holding a Creator license and is later downgraded to Viewer, they can still view their existing private dashboards, but cannot edit, delete, or manage them.
Supervisor access
Supervisors do not have access to Historical Analytics as part of the default license model. Because Historical Analytics provides access to all contact center data without restriction, only admin users have Viewer licenses assigned by default.
If you do not want to give Historical Analytics access to supervisors, admin users can share reports in other ways:
Sharing method | Description | Reference |
|---|---|---|
Scheduled delivery | Admin users can schedule regular delivery of Historical Analytics dashboards containing only the data that recipients should access. | |
Downloading data | Admin users can download Historical Analytics dashboards and share them with supervisors. |
Purchasing additional licenses
To purchase additional Historical Analytics licenses (Viewer or Creator), contact your Account Manager or Customer Success Manager.
Assigning licenses
License eligibility
Only supervisors and administrators can be assigned Historical Analytics licenses.
To assign a Historical Analytics license to a user:
Go to User Admin.
Locate the user you want to assign a Historical Analytics license.
When you find the user you want to edit, click Edit. The user's details appear.
Open the Licenses section and then Products. In Analytics, select the applicable license to assign to the user.
Click Save.
What's in this section
Default content
The following content is available to all accounts with a Historical Analytics license.
Section | Description |
|---|---|
How to navigate Historical Analytics, create and manage custom dashboards, and work with tiles, filters, and scheduled deliveries. | |
Reference for all default dashboards available to all accounts, including agent performance, queue performance, interactions, and more. | |
Reference for all available explores, datasets, and fields for building custom tiles and dashboards. |
Provisioned content
The following content is available when specific features are enabled on your account. Contact your Account Manager or Customer Success Manager to enable a feature.
Section | Description | Required feature |
|---|---|---|
Dashboards and fields for consult and transfer activity, including volumes, acceptance rates, and transfer paths. | ||
Dashboards and fields for conversational analytics, including category matches, sentiment, and talk time analysis. | ||
Dashboard for monitoring Quick Voice Message activity and usage. | ||
Dashboards for Virtual Assistant activity, including summary and usage data. | ||
Dashboards and fields for AI Studio conversational analytics, including VA performance, engagement, and session data. |
Troubleshooting
I cannot see Historical Analytics in the VCC admin portal menu
If Historical Analytics does not appear in the VCC admin portal menu, your account does not have access. Historical Analytics is license-based and each user must have either a Viewer or Creator license assigned. Contact your Account Manager or Customer Success Manager to purchase and assign licenses.
"You are not authenticated to view this page" error
This message may appear for one of the following reasons:
Reason | Resolution |
|---|---|
Using private or incognito browsing mode | Historical Analytics is not supported in private mode. Switch to normal browsing mode and log back in to VCC. |
Using an unsupported browser | Use Chrome, Firefox, Edge, or Safari (current or previous major release). |
Cached data or cookies are causing a conflict | Clear your browsing history, including cached data and cookies, then log back in to VCC. |
The browser is blocking the required cookies | Check your browser settings and any extensions that may be blocking cookies. |
VPN connection lost | Reconnect to your VPN and log back in to VCC. |
Training and learning resources
Vonage Academy
A dedicated Historical Analytics learning path is available in Vonage Academy. This is the recommended starting point for learning Historical Analytics. For more information, see the Historical Analytics learning path.
Looker resources
Looker provides comprehensive resources to support you when using Historical Analytics.
Getting started
Looker guide (you will need to log in to your Looker Connect account).