Using Historical Analytics

Historical Analytics dashboards are made up of individual tiles. Each tile displays chosen data in the chosen form.

Licenses

To access Historical Analytics, you need to have a Viewer or Creator license. Depending on which license you have, you can perform different tasks in Historical Analytics.

Accessing and navigating Historical Analytics 

Only users with Viewer or Creator licenses can access Historical Analytics. For more information about licenses, see the Who can access Historical Analytics? section in Overview of Historical Analytics.

For information about accessing and navigating Historical Analytics, see Accessing and navigating Insights products.

For information about available default dashboards, see Default Historical Analytics dashboards.

When you first open Historical Analytics, you will see two tabs: Dashboards and Scheduled deliveries. The Dashboards tab contains all the default and custom dashboards available to you. The Scheduled deliveries tab contains all the scheduled deliveries you have created for dashboards. For information about working with scheduled deliveries, see Working with scheduled deliveries in Historical Analytics.

Displaying Historical Analytics dashboards

To maximize the space available to display dashboards, you can:

• Use full page view (1)

• Hide dashboard filters (2)

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Maximizing space for dashboards

Viewing Historical Analytics dashboards

To view available dashboards, you need to have a Viewer or Creator license. When viewing a historical dashboard, you can filter the data on the dashboard using the filters at the top of the dashboard. To explore the data in an individual tile, click the three dots in the top-right corner and then click Explore from here. For more information about viewing dashboards in Looker, see Viewing dashboards (Looker help).

Creating a new Historical Analytics dashboard

To create a new dashboard, you need a Creator license. From the Historical Analytics homepage, click Create dashboard in the top-right corner. Provide a name for your new dashboard and click Confirm. You are redirected to your newly created dashboard. By default, the dashboard is empty.

The newly created dashboard is saved in a collection of custom dashboards.

Copying existing Historical Analytics dashboards

Copying an existing dashboard creates a new custom dashboard. If you have a Creator license, you can copy default or custom dashboards.

For information about copying dashboards, see Clone or copy a dashboard in Accessing and navigating Insights products.

After providing a name, a new dashboard containing all tiles from the original dashboard appears. You can now change all tiles. The new dashboard is a custom dashboard and will be saved along with other custom dashboards.

Editing custom Historical Analytics dashboards

If you have a Creator license, you can edit custom dashboards. To start editing a new or existing custom dashboard, click Edit Dashboard. When in edit mode, you can add new text or visualization tiles. You can also add filters and change dashboard settings. Anyone with a Creator license can perform all actions listed in the dashboard menu.

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Dashboard options with create license

Anyone with a Viewer license can only download a dashboard, reset filters and change viewer's time zone.

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Dashboard options with view license

Creating a new tile in a custom Historical Analytics dashboard

To add a tile to your dashboard, click Edit dashboard, either in the center of an empty dashboard, or from the menu in the top-right corner of the dashboard.

Empty dashboard

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Edit dashboard button

Existing dashboard

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Edit dashboard button

When the dashboard is in edit mode, click Add Title, either in the center of an empty dashboard or from the configuration bar in the top-left corner of the dashboard.

Empty dashboard

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Add tile button

Existing dashboard

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Add tile button

Choose either Visualization or Text.

Creating a text tile

Add text tile to put some static text — title, subtitle, and body — on the dashboard. This text may describe the entire dashboard or a section of it. 

Creating a visualization tile

Add a visualization tile to display agent events or interaction events. Looker documentation refers to visualization tiles as query tiles. In a visualization — or query — tile, firstly choose an Explore depending on the data you want to display — either Agent Events, Groups, Interaction Events, Interaction Summary, Skills, or Users (or other type that is available to you). 

Exploring data

After choosing an Explore (Agent Events, Groups, Interaction Events, Interaction Summary, Skills, or Users, or other), you can see all the available data you can work with when creating a tile. On the left, you can see a field picker containing filter-only fields, dimensions, and measures. Use the tooltip alongside each dimension and measure to see its description. For information about all the fields in each explore, see Historical Analytics fields.

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Exploring data

To specify the data you want to appear in the tile, click required dimensions and measures. In Looker, dimensions appear as blue columns and measures appear as orange columns in the data table. Click Run to see the data.

The query shown below displays the total duration of agents' states by querying the Agent Explore and displaying one dimension (Agent Events — Event — State) and one measure (Total Duration). The data is not filtered and shows the total duration in the default unit — milliseconds.