Dashboards

Dashboards

Learn how Dashboards work within Thrio.

Dashboards are real-time reporting displays that allow you to view information on agents, workitems, queues, and campaigns.
NOTE: Depending on your authority and class of service, you may not see any dashboards at all, or you may be limited to the dashboards you are allowed to see.

Dashboards Icon

The dashboards icon is located in the top right-hand cluster of the horizontal navigation bar.

Dashboards Array

When you click on the dashboards icon, you will have a choice of opening the dashboards in the Current Window or in a New Window. Upon moving your mouse over your choice there is now the option to open all dashboards assigned to your user or open a specific one.

Opening in New Window

If you choose to open in a New Window, the dashboard(s) will be opening in new tabs in the browser. The names on the tabs will match the name of the dashboard(s) that have been opened. (If you have selected ALL and only one tab opens, you must disable pop-up blocker for our site)

Dashboard Filters

Media

Using the Filters drop down arrow, in the top left hand corner of the dashboard, there is the option to select the media type to filter by.

Name

To filter by Name, in some of the dashboards, click on the three vertical lines next to the Name field and place a check mark next to those names to be monitored

To remove the filter, either open the filter and remove the check marks or right click on the Name field and choose remove filters.

Status Action

To filter by Status Action, in the Agent dashboard, click on the three vertical lines next to Status Action and enter an expression.

Here are some samples:

  • status == 0 This will only display agents that are currently IN the Available status.
  • status != 2 This will only display agents that are currently NOT IN the Logged Out Status.

You can also combine these expressions by using:

  • || —> which stands for 'OR'

If the following is entered in the filter, the dashboard would only display the users that were Available OR Busy:

status == 0 || status == 3

Adding / Removing Columns

When right clicking on ANY of the column headers in the dashboard(s), you will be presented with the option to:

  • Add Column This will allow you to add back a column that has been previously removed.
  • Remove column This will allow you to remove that has been chosen from the view.
  • Reset grid This will reset all the column headings back to the default view.

Sorting Columns

You have the ability to move the columns to different positions in the dashboard by clicking on a column header and dragging it to the location you would prefer.

When you release the mouse button, the column header that you dragged will be placed in its new position.

Graphs

A graphical display of information is presented in the bottom half of some of the dashboard.

If you do not wish to view the graphs, they can be turned off by selecting the 'Hide Graphics' icon in the top left corner of the dashboard.

Using the drop down arrow in the graphical area, there are options to show the graphs by different result sets.

Exporting to CSV

There are 2 formats when exporting to CSV

  • Formatted Data
  • Raw Data

Formatted Data will present the dates in MM/DD/YYYY and the durations in Hours, minutes and Seconds.

Raw Data will present the dates in the unix timestamp, meaning it will display in seconds since Jan 1, 1970 and the durations will be displayed in milliseconds.

Agents Dashboard Description

  • Export to CSV File Clicking on “Export to CSV File” allows you to take a snapshot of the dashboard data being displayed and download the file to your computer.
  • Name This field displays the name of the agents.
  • Host This is the IP Address of the agent's computer (Not yet implemented).
  • Extension This is the internal extension number assigned to the agent.
  • Login Time This indicates how long the agent shown has been logged in.
  • Status This is the current status the agent shown (available, busy, lunch break, etc.)
  • Status Action The action ID associated to the Status name.
  • Status Duration The amount of time the agent has been on the current status.
  • Status Time This is the length of time the agent shown has been in the current status.
  • Supervised An icon will display if the agent is being monitored.
  • Available Duration The total cumulative time the agent has been on Available status for the current day.
  • Available Percentage The percentage of the agents day on Available status.
  • Busy Duration The total cumulative time the agent has been on a Busy status the current day.
  • Busy Percentage The percentage of the agents day on a Busy status.
  • No Answer Duration The total cumulative time the agent has been on No Answer status for the current day.
  • No Answer Percentage The percentage of the agents day on No Answer status.
  • Wrap Up Duration The total cumulative time the agent has been on Wrap up status for the current day.
  • Wrap Up Percentage The percentage of the agents day on Wrap Up status.
  • Working Duration The total cumulative time the agent has been on Working status for the current day.
  • Working Percentage The percentage of the agents day on Working status.
  • Assistance This feature has not yet been implemented.
  • Failed Scorecards Displays the number of Scorecards that have failed for the user for the current day.
  • Passed Scorecards Displays the number of Scorecards that have passed for the user for the current day.
  • Transcription Usage Displays the amount of minutes remaining out of the total number of minutes allocated for transcribing recordings on the user for the current day.
  • Active This field shows the number of active workitems currently being handled by a particular agent.
  • Total Answered This represents the total number of workitems answered by the agent during the defined shift or period configured in the system.
  • Total No Answer This is a KPI metric showing how many workitems have been rejected or ignored by the agent.
  • Total Transfers The total number of times the agent transferred the Workitems for the current day.
  • Avg. Handle Time This field displays the average of the time between “answer” and “hangup” for a particular agent.
  • Max Handle Time This field displays the “worst served” time between “answer” and “hangup” for a particular agent.

Queues Dashboard Description

  • Export to CSV File Clicking on “Export to CSV File” allows you to take a snapshot of the dashboard data being displayed and download the file to your computer.
  • Name This field displays the name of the Queues.
  • Logged In Agents This is the number of agents that are logged in to the ACD and specifically logged in to this queue. This does not include agents that have logged in to the system but have yet to log in to the ACD.
  • Available Agents This field displays the number of logged in agents that are available to take workitems. If an agent is busy or otherwise occupied with wrap-up or other duties, they are not counted here.
  • In Queue This field shows the number of active workitems currently in this queue.
  • Total Answered This represents the total number of workitems that have been answered for the current day.
  • Total Abandoned This is a running total of the workitems that have been abandoned (that is terminated before service) for the current day.
  • Total transfers Total number of Workitems that have been transferred to this queue for the current day.
  • Avg. Handle Time This field displays the average of the time between “answer” and “hangup” for all agents in this queue.
  • Max Handle Time This field displays the “worst served” time between “answer” and “hangup” for all agents in this queue.
  • Service Level This field displays the active service level achieved by queue.
  • Customer Centric SLA The current service level of this queue for the current day.
  • Quick Abandon SLA The percentage of workitems that have abandoned prior to the queue’s configured service level.

Workitems Dashboard Description

  • Export to CSV File Clicking on “Export to CSV File” allows you to take a snapshot of the dashboard data being displayed and download the file to your computer.
  • Unique ID This is a unique ID assigned to each Workitem.
  • Created At This field displays timestamp of creation for a particular workitem if applicable.
  • From This field displays the text from the “From” field for a particular workitem if applicable.
  • To This field displays the text from the “To” field for a particular workitem if applicable.
  • Type The type or Workitem.
  • Priority This field displays the type of priority applied to a particular workitem.
  • Duration This field displays the length of time a workitem was active for a particular workitem.
  • Queue Time This indicates how long a particular workitem was in queue before interaction with an agent.
  • Queue(s) This field displays the queues serving a particular workitem.
  • Agent The agent that is currently handling this Workitem.
  • State This is the current state of a particular workitem (on hold, transfer, talking, etc.).
  • Campaign This field displays the campaign associated with a particular workitem.
  • Talk Time This is the length of time a particular workitem has been active between customer and agent.

Campaign Dashboard Description

  • Export to CSV File Clicking on “Export to CSV File” allows you to take a snapshot of the dashboard data being displayed and download the file to your computer.
  • Unique ID This is a unique ID assigned to each Campaign.
  • Name The name of the Campaign.
  • Dial Ratio The ratio of calls to Available agents the Predictive dialer is currently placing calls.
  • Abandoned Rate The rate at which calls are being abandoned for the current day.
  • Outbound Logged Agents The amount of agents currently logged in to the campaign.
  • Current Max Wait time The longest amount of time agents have been waiting for a call for the current day.
  • Transcription This is the number of minutes left, for the current hour, for the transcribing of calls on this campaign.
  • Max Dial Ratio This is the highest number of calls per available agent the system will dial at a time.
  • Available Agents The number of agents that are currently available to receive calls from this campaign.
  • Avg Drop Rate 30 The average number of calls that have been dropped in the last 30 minutes.
  • Avg Drop Rate 15 The average number of calls that have been dropped in the last 15 minutes.
  • Avg Wait Time 15 The average amount of time users have been waiting available for the next call in the last 15 minutes.
  • Avg Wait Time 30 The average amount of time users have been waiting available for the next call in the last 30 minutes.
  • Max Wait Time 30 The longest amount of time users have been waiting available for the next call in the last 30 minutes.
  • Total Leads Dialed 15 The total number of leads that have been dialed in the last 15 minutes.
  • Total Leads Dialed 30 The total number of leads that have been dialed in the last 30 minutes.
  • Avg Leads Dialed 15 The average number of leads that have been dialed in the last 15 minutes.
  • Avg Leads Dialed 30 The average number of leads that have been dialed in the last 30 minutes.
  • Transcription Usage Displays the amount of minutes remaining out of the total number of minutes allocated for transcribing recordings on the campaign for the current day.
  • Total Answered Total number of answered Workitems for the current day.
  • Total Abandoned Total number of abandoned Workitems for the current day.
  • Total Transfers Total number of times Workitems were transferred from this campaign.
  • Avg Handle Time The average amount of time agents were handling Workitems for the current day.
  • Max Handle Time The longest amount of time agent were handling Workitems for the current day.

Dashboard: Outbound Lists

  • Export to CSV File Clicking on “Export to CSV File” allows you to take a snapshot of the dashboard being displayed and download the file to your computer.
  • Name Name of active lists.
  • Total Leads Total number of leads successfully uploaded in the list.
  • Percentage Done Percentage of the list that has been completed.
  • Never Dialed Number of leads that have not been dialed.
  • Total attempts Number of leads that have been attempted to be dialed.
  • Completed Number of leads that have been completed.
  • Callbacks Number of leads that have been scheduled to be called back.
  • Personal Callbacks Number of leads that have been set as a Personal callback.
  • Busy Number of leads that were busy.
  • Invalid Number Number of leads that were invalid numbers.
  • Fax Number of leads that were fax machines.
  • No Answer Number of leads where there was no answer.
  • Answering Machine Number of leads that went to an answering machine.
  • AM Callback Number of leads that were detected as an answering machine and scheduled for a callback.
  • AM LM Callback Number of leads that were detected as an answering machine where the system left a message and were scheduled for a callback.
  • AM Agent Number of leads that were detected as an answering machine and transferred to an agent to leave a message.
  • Abandoned Callback Number of leads that were abandoned and scheduled for a callback.
  • Abandoned IVR Number of leads that were abandoned and forwarded into an IVR.
  • Abandoned Completed Number of leads that were abandoned and will not be called back.
  • DNC Total Number of leads that were scrubbed from the DNC lists.
  • Scrub DNC Number of leads that were scrubbed against the Thrio local DoNotCall list (created by your company).
  • Scrub Federal DNC Number of leads that were scrubbed from the Federal DoNotCall.
  • Scrub Litigator Number of leads that were scrubbed from the Federal Litigator DoNotCall.
  • Scrub VOIP Number of leads that were scrubbed that are registered as VOIP on the Federal DoNotCall list.
  • Scrub Wireless Never Call Number of leads that are in a US State where you are never legally allowed to call a wireless number.
  • Scrub Wireless Number of wireless leads that were scrubbed.
  • Scrub Invalid Numbers Number of leads that that are not valid phone numbers.
  • Scrub Malformed Number of leads where the phone numbers are not properly formatted.
  • Scrub Unknown
  • Abandoned Remove Number of leads that were abandoned and removed from the list.
  • AM Remove Number of leads that were detected as an answering machine and removed from the list.
  • Busy Remove Number of leads that were detected as busy and removed from the list.
  • No answer Remove Number of leads where there was no answer and removed from the list.



What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.