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:
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.
Provides select realtime statistics for queues, agents, and interactions. You will see important statistics such as:
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:
|Agent Details Table||
A list of interaction details for agents in your tenant. The interaction details include:
|Agent State Table||
A list of the agents who are currently logged in. The following state information is included for agents:
|Interactions Completed Table||
Details for completed interactions, including:
|Interactions in Conversation Table||
A list of interactions that are currently in conversation. The interaction details include:
|Interactions in Queue Table||
A list of interactions that are currently in a queue. The interaction details include:
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:
|Queue Details Table||
A list of details about each queue in your tenant with the following statistics: