Overview of Historical Analytics

What is Looker?

Looker is Google's BI tool for visualizing and displaying data. For more information about Looker, see the Looker resources page.

What are Historical Analytics dashboards?

A dashboard is a collection of tiles, displaying data about agent events, groups, interaction events or summary, skills, and users. Historical Analytics offers two types of dashboards:

• Default. 

   

• Custom. 

Open

Example dashboard: Queues Performance

What are tiles?

A tile is a single item on a Historical Analytics dashboard. Tiles can be one of two types:

• Text tiles contain static text. 

• Visualization tiles contain configured data and have various configuration options. For more information see What visualization options are available for tile? section later this page.

Open

Visualization and text tiles

What data can be displayed in tiles?

Open

Tile data

A tile can contain one type of data at any time — agent event, group, interaction event or summary, skill, or user. 

Agents

Each row of data represents a single agent. The data is presented for all users with an agent license, or with supervisor or admin licenses if allowed to act as agents. The Agents set of data can be accessed within Agent Events, Agent Summary, Conversation Analyzer, Interaction Events, Groups, and Skills explores. 

Within Agents you can report on dimensions including the following:

• Email

• Licence

• Name

• Phone number

• Physical location

• Username

• WebRTC

For a complete list of agent event fields and their descriptions, see Agents fields.

Agent events

Each row of data represents a single event for an agent. Agent events can be one of two types — presence and interaction — and each event also has a category:

• Presence

  • Ready

  • Away

  • ExtendedAway

  • LoggedOut

• Interaction

  • Ringing

  • Connected

  • Wrap

  • Unexpected

  • Failed

Other agent event data includes start time and date, duration of event, and agent ID. Average, maximum, and minimum duration, and count measures are also available. The Agent events set of data can be accessed within the Agent Events explore. 

For a complete list of agent event fields and their descriptions, see Agent events fields.

Agent summary

Each row of data represents the 15-minute slot in time of agent presence and interaction activity states. Agent Summary is a dataset that describes presence and interaction activity of agents throughout the day.

Agent summary data includes the agent's presence states and time in those states, how long the agent spent in each of the interaction states, and the numbers of times events occured. Counts, percentages, and duration measures are also available. The Agent summary set of data can be accessed within the Agent Summary explore. 

For a complete list of agent summary fields and their descriptions, see Agent summary fields.

Groups

Each row of data represents a single group and its settings. When agent and group dimensions are shown, a row of data represents a group and agent combination, where the agent is in the group. Within groups you can report on:

• Group display ID

• Group name

• Maximum unexpected time

• Maximum wrap time

• Agent ID (ID of agent in the group)

Count, maximum unexpected, maximum wrap, and group list measures are also available. The Groups set of data can be accessed within Agent Events, Groups, Interaction Events, Agent Summary, Conversation Analyzer, and Users explores.

For a complete list of groups fields and their descriptions, see Groups fields.

Interaction events

Each row of data represents a single interaction. Interactions can have channels, events, start and end dates, and so on. Interaction events have many more dimensions and measures than agent events. The Interaction events set of data can be accessed within Conversation Analyzer, Interaction Events, and Interaction Summary explores. 

For a complete list of interactions fields and their descriptions, see Interaction events fields.

Interaction model

Interaction event data describes every call or other type of interaction in a 4-layer structure, each with its own properties or fields:

• Interactions
  Each interaction has information applicable to the interaction as a whole. Information includes when it started, its status — completed, ongoing, internal error — and its direction — inbound, outbound or internal.
  Interactions have one or more channels:
  
  

  • Channels
    A channel represents a party who is connected or attempted to be connected to the interaction. If a party leaves and rejoins, there are two channel instances associated with that party. A party can be external, an agent, or a monitor (a supervisor monitoring an interaction).
    Channels have one or more channel events:

    • Channel Events
      A channel event represents each human or system activity instigated by or affecting the channel — party — or the interaction. Examples of channel events include Ringing, DeliveryFailed, Connected, Applet, Queue, Held, CallRecording, Disposition, Wrap. Multiple channel events can occur at the same time. For example, a Held channel event can occur within a Connected channel event.
      Each channel event has a type, an offset (by default, in milliseconds from the start of the interaction), and a duration (by default, in milliseconds). Queue, Applet and some other events carry a Customer-defined Name

      • Channel Event Properties
        Some channel events, specifically Queue channel events, have additional properties. A queue channel event has a result — for example, HangUp, Delivered or a range of breakouts — a list of presented skills, and virtual queue (or agreement) names.