Realtime Dashboards and Tables

Use realtime dashboards to monitor the current status of your agents, interactions, and queues. Go to Reporting > Realtime Dashboards to access these dashboards. For a description of the statistics that you see on the dashboards, see the Data Dictionary. Dashboard widgets include tables and statistics with total, average (avg), maximum (max), minimum (min), and percentage values. Average, maximum, and minimum statistics reflect the current day.

The default realtime dashboards available are:

Dashboard Name Description
Interactions Dashboard

Displays detailed information on the active interactions that are taking place in your tenant. You can view a list of current interactions as well as statistics such as the number of abandons, and the total active interactions.

Overview Dashboard

Provides select realtime statistics for queues, agents, and interactions. You will see important statistics such as:

  • Average Queue Time
  • Average Interaction Time
  • The number of agents that are in Ready, Away, or Busy statuses
  • The number of queue abandons

Select which queues display in the Overview Dashboard from the Queue drop-down menu.

Queue Dashboard Displays detailed information on the interactions that are in your queues such as the number of interactions that are waiting to speak to an agent. The first section called All Queues shows the data for all of your queues. For the following two sections, you can select the individual queues you want to see from the drop-down menus.
Resource Dashboard Displays detailed information about the agents in your tenant such as their current status and their average handle time.

The following realtime tables are available:

Table Name Description
Agent Details Table

A list of interaction details for agents in your tenant. The interaction details include: 

Column Name

Shows by Default

Filtering Available
Agents x  
Conversation Starts x  
Avg Talk Time x  
Avg Hold Time x  
Avg Wrap-up Time x  
Groups x x
Skills x x
Avg Time to Answer x  
Avg Handle Time x  
Avg Logged in Time x  
Agent State Table

A list of the agents who are currently logged in. The following state information is included for agents:

Column Name

Shows by Default

Filtering Available
Agent x  
Groups x x
Skills x x
Presence State x x
Time in Presence State x  
Reason Code x x
Direction x x
Offered    
Accepted    
Rejected    
Accepted Rate    
Away Time    
Away Rate    
 

The Offered, Accepted, and Rejected values are for the agent's current session.

Interactions Completed Table

Details for completed interactions, including:

Column Name

Shows by Default

Filtering Available
Interaction ID x  
Queue   x
Flow   x
Customer ID x  
Contact Point x  
Channel   x
Direction x x
Agent(s) x  
Duration x  
Interactions in Conversation Table

A list of interactions that are currently in conversation. The interaction details include:

Column Name

Shows by Default

Filtering Available
Interaction ID x  
Flow   x
Queue x x
Channel   x
Direction   x
Customer ID x  
Contact Point x  
Start Time    
In Conversation Time x  
Agent(s) x  
Interactions in Queue Table

A list of interactions that are currently in a queue. The interaction details include:

Column Name

Shows by Default

Filtering Available
Interaction ID x  
Queue x x
Contact Point x  
Customer ID x  
Avg Answer Time x  
In-Queue Time   x
Channel   x
Direction   x
Flow   x
Start Time    

Interactions in IVR Table

A list of the interactions that are currently not in queue, being offered, or in a conversation. In other words, they are currently in an IVR (Interactive Voice Response). The interaction details include:

Column Name

Shows by Default

Filtering Available
Interaction ID x  
Flow   x
Channel   x
Customer ID x  
Contact Point x  
Start Time    
Duration x  
Queue Details Table

A list of details about each queue in your tenant with the following statistics:

Column Name

Shows by Default

Filtering Available
Queue x x
Queue Service Level x  
Queue Abandons x  
Queue Length x  
Avg Queue Time x  

You might also be interested in:

Serenova Logo