About views and dashboards

Managers, supervisors, and agents can use dynamic views and dashboards to see contact center performance and metrics. 

Views

Dynamic views display historical and real-time metrics for the contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management. Configure and personalize your views to meet your business needs. 






Interactions




Queue Routing Performance



Scheduled Callbacks


Skills Performance


Wrap-up Performance





My Development



Flow Destination





Journey Outcome Performance


Journey Segment Performance


My Evaluations


My Interactions



My Queues Activity


My Status



API Usage




Scheduled Exports



Content Search






Outbound Campaigns




FAQs


Work with views

To see only the data for the dates you need, customize the views. To return quickly to that data, save your current view and settings. Download the data for more analysis or to share with others. Activate agents in queues so that agents work the queues where you need them. Change an agent’s status from the Queues Activity Detail view. 


Dashboards

Monitor the real-time activity for the contact center, including service level, ASA, and the number of customers interacting and waiting. View assigned and completed interactions. Monitor evaluation and calibration activity for the contact center. 


    Configure analytics options


    Metric definitions

    Learn the definitions of common metrics used in the dashboards and views.