Historical Analytics
- Helen Griffith
The Historical Analytics area of the Vonage Contact Center Admin Portal (VCC) presents historical data from your VCC account activity. Historical Analytics consists of default and custom dashboards. 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. Historical Analytics course We now have a dedicated Historical Analytics course in our Vonage Academy. For more information, see Analytics course.
What can we help you with today?
- Overview of Historical Analytics
- Historical Analytics licenses and access
- Default Historical Analytics dashboards
- Agent performance - agent timelines
- Agent performance - interactions
- Agent performance - login/logout details
- Agent performance - presences
- Audio problems summary
- Delivery failures summary
- Disposition codes summary
- Interaction detail records (IDRs)
- Interaction details
- Interactions search
- Monitoring summary
- Queue abandons by presented skills
- Queue abandons by queue
- Queue abandons by virtual queues
- Queue performance by presented skills
- Queue performance by queue
- Queue performance by virtual queues
- Routing settings - groups
- Routing settings - skills
- Target time to answer by presented skills
- Target time to answer by queue
- Target time to answer by virtual queues
- Users summary
- Users' last logins in VCC platform
- Virtual Assistant summary
- Configuring Historical Analytics access
- Using Historical Analytics
- Historical Analytics reference
For general assistance, please contact Customer Support.
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