Navigating Realtime Reporting

Go to the Reporting menu to access default realtime and historical dashboards. Dashboards contain statistics and visualizations pertaining to your tenant. You can locate dashboards in the Reporting menu in CxEngage.

Use realtime dashboards to monitor the current status of your agents, interactions, and queues. Go to Reporting > Realtime Dashboards to access these dashboards. The realtime dashboard list contains the default dashboards that are available as well as the custom dashboards that you or other users in your tenant created.

While the layout of each realtime dashboard is slightly different based on its topic, they contain these features for interacting with the data presented.

 

CxEngage realtime overview dashboard

  Object Description

Dashboard selector

[[[Undefined variable Serenova.flvar.CxEngage]]] realtime dashboard selector

Click the drop-down menu to select which Realtime Dashboard to open. Dashboards are grouped by:

Channel Filter

[[[Undefined variable Serenova.flvar.CxEngage]]] realtime dashboard channel selector

Click the drop-down menu to update the statistics to reflect the channel selected. The options are Voice, SMS, Email, Messaging, Work Item or All Channels. By default, All Channels is selected.

 

If you select All Channels, widgets with statistics that aren't applicable to all of the channels list the channel they represent at the bottom of the widget. For example, the Queue Abandons statistic only applies to voice interactions. Therefore, when you select All Channels on the Overview Dashboard, "Voice Only" is indicated at the bottom of the widget.

Direction Filter

Click the drop-down menu to select Inbound, Outbound, Agent Initiated, or All Directions. The statistics update to reflect the direction of the interactions that is selected. By default, All Directions is selected.

Group Filter

 Click the drop-down menu to select a group or All Groups. The statistics update to reflect the group that is selected. By default, All Groups is selected.

Skills Filter

Click the drop-down menu to select a skill or All Skills. The statistics update to reflect the skill that is selected. By default, All Skills is selected.

  This filter will return a "results not found" when applied to a queue table.

Realtime statistics

[[[Undefined variable Serenova.flvar.CxEngage]]] value or key performance indicator widget

View the current values for the statistics available on the dashboard such as Queue Length and Queue Abandons. Similar statistics are grouped together by queue, resources, and interactions.

See the Data Dictionary for a definition of the statistics.

Queue filters

Queue selector for a [[[Undefined variable Serenova.flvar.CxEngage]]] realtime dashboard

Select the name of the queue from the drop-down menu to view that queue's statistics. The statistics update to reflect the queue selected.
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Watch the CxEngageTraining video to see this in action:

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