Dashboards

Dashboards

Overview

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.

Moving Agent to a different Group

For more information on how to setup Groups, click here

The Supervisor/Administrator has the ability to move an agent into a different Predictive/Progressive group through the Agent Dashboard.

On the row of the user that you wish to modify the Group for:

  • Click on the … (3 dots) at the right of the Group name and select the Group this agent should be moved into from the list that is displayed.

Assigning a Group to a campaign

For more information on how to setup Groups, click here

The Supervisor/Administrator has the ability to change the Group associated to a campaign through the Campaign Dashboard.

On the row of the user that you wish to change the Group:

  • Click on the … (3 dots) at the right of the Group name and select the Group that should be assigned to this campaign from the list that is displayed.
    The initial assignment of a group cannot be done through the dashboard. The Administrator will need to assign the group through the configuration of the Campaign.

Listen, Coach or Join a live call

The Supervisor/Administrator has the ability to Listen to an agent’s live call through the Agent Dashboard.

Right click on the row of the user that you wish to Listen to for and select the appropriate action from the list that is displayed.

  • Listen Will allow you to hear the conversation between the agent and the customer live. Both the agent and customer will not be able to hear you.
  • Coach Will allow you to hear the conversation between the agent and the customer live allowing you to whisper coach to the agent and customer will not be able to hear you. The agent will not be able to answer any questions you pose, as the customer can still hear the agent.
  • Join This option creates a 3-way conference call allowing everyone to be able to hear each other.

Logout Will allow you to Logout the selected user.
Logout & Disable Currently not available.
Record Will start/stop the recording on this user.
Terminate Call Will disconnect the current call.
Reset Filters Will remove any filters configured in this dashboard.

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

  • Name The name of the agents that you are allowed to monitor.
  • Host The IP address of the agent’s computer (Not yet implemented).
  • Extension This is the internal extension number assigned to the agent.
  • Login Time The date and time that the agent logged in at.
  • Status The current status of the agent. (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 The date and time that the current status started.
  • 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. (Available Duration / Login Time)
  • 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. (Busy Duration / Login Time)
  • 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. (No Answer Duration / Login Time)
  • 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. (Wrap Up Duration / Login Time)
  • 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. (Working Duration / Login Time)
  • Active The number of Active Workitems the agent is currently handling.
  • 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 the current day.
  • Total Answered The total number of Workitems the agent has answered for the current day.
  • Total No Answer The total number of times the agent went to No Answer Status for the current day.
  • Total Transfers The total number of times the agent transferred the Workitems for the current day.
  • Avg Handle Time The average amount of time spent on Workitems for the current day. (Working Duration + Wrap Up Duration / Total Answered)
  • Max Handle Time The longest amount of time spent on any given Workitem for the current day.
  • Group The name of the Predictive/Progressive group the agent currently belongs to.
  • Group Identifier The internal ID associated with the Predictive/Progressive group the agent currently belongs to.
  • Campaign When using Predictive or Progressive, this field will list the name of the Campaign the agent is currently logged into.

Queues Dashboard Description

  • 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 Queue Time The average amount of time Workitems have waited in the queue for the current day. (TotalTime of workitems in the queue / TotalNumberOfCalls that entered the queue)
  • Max Queue Time The Longest amount of time a Workitem has been in queue for the current day.
  • Service Level The percentage of Workitems answered within the queue’s configured service level for the current day. (Answered Within Threshold / All)
  • Customer Centric SLA The current service level of this queue for the current day.( (Answered Within Threshold + Dropped Within Threshold) / Answered + Dropped After Threshold)
  • Quick Abandon SLA The percentage of workitems that have abandoned prior to the queue’s configured service level. ( Answered Within Threshold + Dropped Within Threshold) / All)

Workitems Dashboard Description

  • 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.

Workitem Options Right clicking on a specific row will allow you to either Terminate the selected workitem or place the workitem back into the Queue that it was originally placed in.

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.
  • 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. To modify the ratio, click on the … (3 dots) next to the ratio and select the ratio from the slider bar. (the ratio that was selected will display after the next refresh, within the next 15 seconds)
  • Abandoned Rate The rate at which calls are being abandoned for the current day. (NumberOfAbanodoned Calls / TotalNumber Of Calls that entered the Campaign)
  • 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 15 The average number of calls that have been dropped in the last 15 minutes. (NumberOfCall Dropped in the last 15 minutes/ TotalNumber of Dropped Calls)
  • Avg Drop Rate 30 The average number of calls that have been dropped in the last 30 minutes. (NumberOfCall Dropped in the last 30 minutes/ TotalNumber of Dropped Calls)
  • Avg Wait Time 15 The average amount of time users have been waiting available for the next call in the last 15 minutes. (The time agents waited to receive a call from the Predictive/QB in the last 15 minutes/ TotalAmountOfTime the agents have waited for the day)
  • Avg Wait Time 30 The average amount of time users have been waiting available for the next call in the last 30 minutes. (The time agents waited to receive a call from the Predictive/QB in the last 30 minutes/ TotalAmountOfTime the agents have waited for the day)
  • 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. (NumberOfLeads Dialed in the last 15 minutes/ TotalNumberOfLeads Dialed)
  • Avg Leads Dialed 30 The average number of leads that have been dialed in the last 30 minutes. (NumberOfLeads Dialed in the last 30 minutes/ TotalNumberOfLeads Dialed)
  • 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.
  • Completed Total number of Predictive/QB calls that have been dispositioned so that it will not be called again.
  • Errors Total number of Predictive/QB calls that were either invalid phone numbers or that failed to connect due to an error from the phone company.
  • Total Leads Total number of leads from all the lists that are currently active on the campaign.
  • Never Dialer Total number of Predictive/QB calls that have not been called.
  • Callbacks Total number of Predictive/QB calls that have been scheduled to be called back.
  • Callbacks Now Total number of Predictive/QB calls where the callback time has been reached and are available to be called now.
  • Percentage Done The percentage of all the active lists that have ben completed. (TotalNumberLeads Completed / TotalNumber of Leads Dialed).
  • Answered Total number of answered Workitems for the current day.
  • 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. (TalkTime + WrapupTime of all Calls Taken/ NumberOfCalls Taken)
  • Max Handle Time The longest amount of time agent were handling Workitems for the current day.
  • Group The name of the Predictive/Progressive group that is currently assigned to the campaign.
  • Group Identifier The internal ID associated with the Predictive/Progressive group that is currently assigned to the campaign.

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. (NumberOfCompleted Calls / TotalNumber of Leads in the list)
  • Never Dialed Number of leads that have not been dialed.
  • Completed Number of leads that have been completed.
  • Callbacks Number of leads that have been scheduled to be called back.
  • 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.
  • Human Number of leads that were detected as a human an answering machine and transferred to an agent.
  • Abandoned Number of leads that were abandoned.
  • Errors Total number of Predictive/QB calls that were either invalid phone numbers or that failed to connect due to an error from the phone company.
  • Callbacks Now Total number of Predictive/QB calls where the callback time has been reached and are available to be called now.


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