Series: Performance Dashboards
Add and edit Performance Dashboards
To display the performance metrics that you want to see for the queues, users, wrap-up codes, flows, or flow outcomes that are important to you, create dashboards. You can also create a dashboard to view web content such as streaming videos, real-time charts, news feeds, and social media. You can see a preview of your dashboards and open dashboards to edit or view from Performance > Workspace > Dashboards > Dashboards. Create a display for your contact center by viewing your dashboard in full-screen mode.
Widgets display metrics and visual information on your dashboard. For Metric and Chart widgets, select which queues, users, wrap-up codes, flows, or flow outcomes to use for the widget. Then select the metrics, date span, and media types you want to see in the dashboard. You can add color-changing warnings to let you know when metrics are above or below a specified level. To bring interactive content into your dashboard, add a Web Content widget and specify a URL.
- You can only edit the dashboards that you create and own.
- Only the user that creates and owns the dashboard can make it public or private.
- For the old dashboards, the Share option, which allows sharing with work teams and/or individuals is not available. The functionality to make these dashboards public or private remains unaffected. The dashboards created in the new responsive UI or converted to the new responsive UI can be shared with selected users or work teams.
- Click Performance > Workspace > Dashboards > Dashboards.
- Click New Dashboard. The New Dashboard dialog box appears.
- In the Title, enter a name for the dashboard, and then click Save. The dashboard appears in the default state without any widgets. To add a widget, refer to Add widgets to a dashboard section in this article.
- Each user can create up to 20 dashboards.
- The number of public dashboards that you can access is unlimited.
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the more icon corresponding to the dashboard and click Duplicate. A copy of the dashboard appears below the original dashboard.
To rename a dashboard from the Performance Dashboard summary page:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the more icon corresponding to the dashboard and click Rename. The Rename Dashboard dialog box appears.
- In the Title, enter a name for the dashboard.
- Click Save.
To rename a dashboard from the Performance Dashboard detail page:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard to rename. The edit dashboard page appears.
- Click the more icon next to the dashboard name and click Rename. The Rename Dashboard dialog box appears.
- In the Title, enter a name for the dashboard.
- Click Save.
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard for editing. The edit dashboard page appears.
When you edit the old dashboard, the Preview Dashboard option appears at the lower right corner of the edit dashboard page.
To permanently view your old dashboard in the new dashboard format:
- In the edit dashboard page, click Preview Dashboard. Your old dashboard appears in the new dashboard format.
- Click Stay Here at the lower right corner of the new dashboard format page. Your dashboard permanently changes to the new dashboard format. Note: You cannot change the dashboard view to the old format after clicking Stay Here. To continue viewing your dashboard in the old dashboard format, click Go Back at the lower right corner of the new dashboard format page.
To continue using the old dashboard format, in the edit dashboard page, click Remind Me Later at the lower right corner of the page.
Administrators can access and manage public, private, and shared dashboards created by all users in an organization. The dashboard summary page lists all the users in the organization who have dashboards. The administrators can bulk delete dashboards of a single user or multiple users to control the total number of dashboards within the organization. The administrators can delete up to 100 dashboards at a time.
To delete multiple dashboards from the Performance Dashboard summary page:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Select the required dashboards.
- Click Delete dashboards to delete all the selected dashboards.
To delete a single dashboard from the Performance Dashboard summary page:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the more icon corresponding to the dashboard and click Delete.
To delete a dashboard from the Performance Dashboard detail page:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard to delete. The edit dashboard page appears.
- Click the more icon next to the dashboard name and click Delete. The Delete dashboards dialog box appears.
- Click Delete.
You can also bulk delete dashboards from the Dashboard owners page. For more information, see Performance dashboard owners.
Widgets display metrics and visual information about the queues, users, wrap-up codes, flows, and flow outcomes that you choose. You can add up to seven rows of widgets, and each row can include up to seven single-cell widgets or one full-width widget. For more information about adding more rows of single-cell or full-width widgets to your dashboard, see the Edit layout section in this article.
When you work with widgets, you can click the following to drill down to its corresponding performance view.
- Queue Name – Opens the Queue Performance Detail view for the specific queue and the selected time period.
- Agent name – Opens the Agent performance tab associated with the selected agent.
- Wrap-up code – Opens the Wrap-up performance summary. For this view, the wrap-up code filter applies.
- Flow – Opens the Flow performance view associated with the selected flow.
- Flow outcome – Opens the Flow outcome performance summary view. For this view, the flow outcome filter applies.
Add a widget to the dashboard
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard to edit. The edit dashboard page appears.
- Click Add Widget. Note: To edit old dashboards, click Toggle edit mode on the upper right corner and then click No widgets added yet.
- In the Widget Title, enter the name of the widget.
- Select the type of widget that you want to create.
- Configure the widget. For more information, see the Configure the widget section in this article.
- Click Save.
- To add a single-cell or full-width widget, select Metric, Text, Chart, Web Content, or Agent Status.
- If you do not enter a name for a Metric or Chart widget, the widget name defaults to the metric you first select as you configure the widget. If you select a different metric, then the widget’s name does not update.
Configure the widget
This section describes how to configure and add filters to metric or chart widgets, web content, and agent status widgets.
Configure a metric widget
To configure a metric widget:
- Click Add Widget.
- In the Widget Title, enter the name of the widget.
- Select the Widget Type as Metric.
- Under Filter By, click Add.
- Select one of the following:
- Queue, and in the Select field, type the queue’s name and select one or more queues from the list that appears.
- User, and in the Add users by criteria field, choose one of the following:
Note: Only new dashboards have the options to filter by work teams and reports to a specific user.
- Individual users to view the list of users, and in the Select field, type the user’s name and select one or more users from the list that appears. Note: To include inactive users, choose Include inactive users. To include deleted users, choose Include deleted users.
- Users of a specific work team to view the list of users reporting to a specific work team, and in the Work Team field, type the work team’s name and select the required work team from the list that appears.
- Users who report to a specific user to view the list of users reporting to a specific user, and in the Reports to field, type the user’s name and select the required user from the list that appears.
- Individual users to view the list of users, and in the Select field, type the user’s name and select one or more users from the list that appears.
- Work Team, and in the Select field, type the work team’s name and select one or more work teams from the list that appears.
- Wrap-up, and in the Select field, type the wrap-up’s name and select one or more wrap-ups from the list that appears.
- Flow, and in the Select field, type the flow’s name and select one or more flows from the list that appears.
- Flow outcome, and in the Select field, type the flow outcome’s name and select one or more flow outcomes from the list that appears. Note: You can select up to 100 queues to filter by in a widget. A message displays upon reaching the limit.
- Click Add.
- Under Metric(s), click Add.
- Select Count-based, Percentage-based, or Time-based metrics. You can add up to five metrics of the same type to the Metric and Chart widgets.
- Under Time Period, select the date span interval for the specific widget, or click Compare two time periods and select two date spans. Note: For the chart widgets, only one date span is available.
- Choose the required Options. Note: For old dashboards, perform the following steps: To change a metric’s color when it is above or below a certain number, click More and from the menu that appears, select Warnings. Click Add warning . Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria. To add warnings to a newly created metric or chart widget, see Add a warning to a metric or chart widget section in this article.
- Choose the required Media Type as Voice, Callback, Chat, Email, and Message.
- Click Save.
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- For chart widgets, under Options, select Split filters to display each queue, user, wrap-up code, flow, or flow outcome separately instead of together as one bar. For metric widgets, under Options, select Split filters to display each queue, user, wrap-up code, flow, or flow outcome as its own row in the widget.
- If you do not select any media types, the widget displays information for all media types.
- Date Span intervals for Metric and Chart widgets are: Today, Yesterday, This week, Last week, This month, Last month, Past 7 days to date, Past 30 days to date. Metric widgets also have the Date Span interval Current interval.
- For Metric widgets, you can select up to two Date Span intervals to display in your dashboard.
- Depending on the metric you select when configuring the widget, the following options are available: Split by media type, Show aggregates, and Show profile picture. Selecting multiple queues as filters disables show aggregates. Selecting multiple metrics as filters disables the Split Filter option.
- If you select the Waiting or Interactions metric, the following options are available: Display as table, and Show longest. When you select Display as table, the table only shows the top 10 interactions.
- When you choose two Date Span options, you can select Show percentage change to display the percentage change between the two intervals.
Configure a chart widget
To configure a chart widget:
- Click Add Widget.
- In the Widget Title, enter the name of the widget.
- Select the Widget Type as Chart.
- Under Filter By, click Add.
- Select either the queues, users, wrap-up, flows, or flow outcomes. Note: To include inactive users, choose Include inactive users. To include deleted users, choose Include deleted users.
- In the Select field, begin typing the name of the queues, users, wrap-up, flows, or flow outcomes you want to add. Select one or more from the list that appears.
Note: You can select up to 100 queues to filter by in a widget. A message displays upon reaching the limit. - Click Add.
- Under Metric(s), click Add.
- Select Count-based, Percentage-based, or Time-based metrics. You can add up to five metrics of the same type to the Metric and Chart widgets.
- Under Time Period, select the date span interval for the specific widget, or click Compare two time periods and select two date spans. Note: For the chart widgets, only one date span is available.
- Choose the required Options. Note: For old dashboards, perform the following steps: To change a metric’s color when it is above or below a certain number, click More and from the menu that appears, select Warnings. Click Add warning . Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria. To add warnings to a newly created metric or chart widget, see Add a warning to a metric or chart widget section in this article.
- Choose the required Media Type as Voice, Callback, Chat, Email, and Message.
- Click Save.
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- For chart widgets, under Options, select Split filters to display each queue, user, wrap-up code, flow, or flow outcome separately instead of together as one bar. For metric widgets, under Options, select Split filters to display each queue, user, wrap-up code, flow, or flow outcome as its own row in the widget.
- If you do not select any media types, the widget displays information for all media types.
- Date Span intervals for Metric and Chart widgets are: Today, Yesterday, This week, Last week, This month, Last month, Past 7 days to date, Past 30 days to date. Metric widgets also have the Date Span interval Current interval.
- For Metric widgets, you can select up to two Date Span intervals to display in your dashboard.
- Depending on the metric you select when configuring the widget, the following options are available: Split by media type, Show aggregates, and Show profile picture. Selecting multiple queues as filters disables show aggregates. Selecting multiple metrics as filters disables the Split Filter option.
- If you select the Waiting or Interactions metric, the following options are available: Display as table, and Show longest. When you select Display as table, the table only shows the top 10 interactions.
- When you choose two Date Span options, you can select Show percentage change to display the percentage change between the two intervals.
Add a warning to a metric or chart widget
To add warnings to a metric or chart widget:
- Click the more icon to the corresponding widget to add warnings.
- Click Warnings. The add warning dialog box appears.
- Click Add Warning.
- Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria. Note: For the chart widget, the color of the target line is set based on the threshold definition.
- Click Save.
Configure a text widget
To configure a text widget:
- Click Add Widget.
- In the Widget Title, enter the name of the widget.
- Select the Widget Type as Text.
- From the Default drop-down menu, choose the required color.
- In Display Text, enter the required text.
- Click Save.
Configure a web content widget
To configure a Web Content widget:
- Click Add Widget.
- In the Widget Title, enter the name of the widget.
- Select the Widget Type as Web Content.
- In the URL, enter the Web content URL. Note: Use a secure (HTTPS) URL, and the URL that your reference must support and allow being iFramed.
- Click Save.
Configure an agent status widget
To configure an agent status widget:
- Click Add Widget.
- In the field provided, enter a Widget Title.
- Select the Widget Type as Agent Status.
- Under Filter By, click Add.
- Select Queue or User. Note: On selecting the users, choose Include inactive users to include the inactive users to the user list or Include deleted users to include the deleted users to the user list.
- In the Select field, begin typing the name of the queues or user. Select one or more from the list that appears.
- Click Add.Note: If you filter for users, you cannot filter for queues, and vice versa.
- Select Queue or User.
- From the Statuses list, select the relevant statuses, or click Select All to add all statuses.
- To sort the agent interactions from shortest interaction duration to longest interaction duration, then from the Sort agent interactions by list, select Shortest to longest. To sort the agent interactions from longest interaction duration to shortest interaction duration, select Longest to shortest.
- Under Options, select one or more of the following options:
- Display as table – Displays the agent status widget data in a table.
- Show offline agents – Includes agents that are offline from the table.
- Show time in status – Includes the Time in column from the table.
- Click Save.
To edit previously created widgets:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard for editing. The edit dashboard page appears. Note: For old dashboards, hover over a dashboard and click Edit dashboard .
- Click the more icon corresponding to the widget to edit.
- Click Edit. The edit widget appears.
- New dashboard:
- In the Agent status widget, under the Duration column, the interaction with the shortest duration is displayed at the top by default.
- To see all the interactions handled by the agent, click View All under Duration of the respective agent. You can click the respective interaction to navigate to the interaction detail view to explore the cause of the longest or shortest interaction duration.
- To sort the time in status of the agents, click the arrow next to the Duration column.
- Old dashboard:
- In the Agent status widget, under the Duration column, the interaction with the longest duration is displayed at the top by default.
- To sort the time in status of the agents, click the arrow next to the Time in Status column.
Add a new widget that has the same settings as another widget. For example, if you want to add a widget with the same users, media types, and date span as a current widget but with a different metric, you can copy the widget and change the metric.
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard for editing. The edit dashboard page appears. Note: For old dashboards, hover over a dashboard and click Edit dashboard .
- Click the more icon corresponding to the widget to copy.
- Click Duplicate.
If the number of visible widgets reaches the grid size limit, Duplicate is not available. For more information about adding more rows to your dashboard, see the Edit layout section in this article.
To move and organize widgets on your dashboard.
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard for editing. The edit dashboard page appears. Note: For old dashboards, hover over a dashboard and click Edit dashboard .
- To move widgets around on your dashboard, click the top bar on the widget and drag and drop it.
You can move up to seven single-cell widgets to a row, or one full-width widget to a row. To change the grid size to fit more single-cell widgets in a row, see the Edit layout section in this article.
Change the grid size to choose the number of single-cell or full-width widgets to display on a dashboard. By default, the grid size is 3 x 4, which allows you to have four rows of up to three single-cell widgets or one full-width widget per row. You can display up to seven rows and seven single-cell widgets or one full-width widget in each row.
To edit the layout:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the corresponding dashboard for editing. The edit dashboard page appears. Note: For old dashboards, hover over a dashboard and click Edit dashboard .
- Click Edit Layout and then select the layout that you want. Note: To change the grid size of the old dashboards, click Grid Size . Then select the grid size that you want.
You cannot select a grid size smaller than the current grid size that you are using. In the grid size selector, squares with a circle indicate which sections of the dashboard grid already have a widget.
Public access is sharing the permission organizationally wide. Only if a person is given permission, that person accesses the widgets. A person who does not have access to the specified permission and division cannot view the widgets in a dashboard. A dashboard can have users, queues, flows, flow outcomes, and wrap-ups. Each dashboard item has permission and division requirements. For example, Jane Doe added a metric widget belonging to Division 1. James added a metric widget belonging to Division 2. If James makes his dashboard public and does not give access to Jane to view the widgets in Division 2, then Jane cannot view James’s dashboard.
You can only make the old dashboards public. The supervisors can share the performance dashboards with anyone within their organization, specific work teams, or users. For more information about performance dashboard sharing, see Share Performance dashboards.
You can add filters to restrict the person from accessing the dashboard. A yellow banner at the top of the view indicates limited access to the dashboard. If the person has no access to any widget in the dashboard, the dashboard is not visible to that person.
To make your dashboard visible to other users:
- Click Performance > Workspace > Dashboards > Dashboards.
- Hover over a dashboard and click Edit dashboard .
- Click Make dashboard public .
The public dashboard icon appears.
In the dashboard summary page, you can filter your dashboards to display the All, Public, Private, Shared, and Favorites dashboards. You can filter your dashboards based on dashboard ownership. To display only the dashboards that you own, choose the Owned by me filter. To display all the dashboards that you and others own or share, choose the Owned by anyone filter. To display the dashboards that others own and share, choose the Not owned by me filter.
To filter the dashboards by private, public, shared, and favorites:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click All filter.
- From the drop-down, select Public, Private, Shared, or Favorites.
To filter the dashboards based on ownership:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click Owned by anyone filter.
- From the drop-down, select the required ownership type as Owned by anyone, Owned by me, or Not owned by me.
To view your dashboard in full-screen mode:
- Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
- Click the dashboard that you want to view in full-screen mode. The edit dashboard page appears.
- In the upper right corner, click the Fullscreen button. The dashboard appears in full screen mode.
- To exit full-screen mode, press Escape.
Available Metrics
Metric | Description |
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Metric | Description |
Abandon | The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction. |
Abandon % | The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100 |
Abandon – No Short | Number of abandons excluding the short abandons. |
Abandon – No Short % | Percent of abandons excluding the short abandons. |
After-call work (ACW) | The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. |
Alerting | The total number of alerting conversations. |
Answer | A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction. |
Answer % | The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100 |
ASA | The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds. |
Available % | The percentage of time spent in the Available status for the specified period. |
Metric | Description |
---|---|
Metric | Description |
After-call work (ACW) | The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. |
Alert – No Answer | The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event. |
Alerted | The number of times agents receive an alert for interactions. |
Answer | A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction. |
Answer % | The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100 |
Available % | The percentage of time spent in the Available status for the specified period. |
Average contacting | The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. |
Average dialing | The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments) |
Avg ACW | The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW |
Avg ACW Handled | The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled |
Metric | Description |
---|---|
Metric | Description |
Abandon | The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction. |
Abandon % | The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100 |
Abandon – No Short | Number of abandons excluding the short abandons. |
Abandon – No Short % | Percent of abandons excluding the short abandons. |
Answer | A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction. |
Answer % | The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100 |
ASA | The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds. |
Avg ACW | The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW |
Avg Handle | The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.
For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. |
Avg Hold | The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds |