The Dashboards area of the VCC Admin Portal contains dashboards configured for your account. Dashboards are made up of various components—widgets—that represent past and current activity in your account. The widgets contain different types of information depending on their configuration.
...
| Note |
|---|
Only non-text metrics can have thresholds. The following metrics are text metrics:
|
For example, you might have a Big Number widget that displays the number of calls offered to a specific queue since your contact center opened today. This widget could have a threshold of 120, meaning that the widget changes color if the number of inbound calls exceeds 120. The color change will alert users that the threshold has been exceeded and they might need to take action.
...
For example, you might have a Gauge widget with a threshold on the percentage of abandoned calls.
Where does data come from?
...
Threshold notifications
Dashboards can send system notifications when widget values exceed the configured threshold. Dashboards send notifications about thresholds even if the dashboard window is not active. Clicking on a notification message opens the dashboard window that sent the notification, and highlights the widget that contains the exceeded threshold.
When notifications are turned on, whenever a value crosses a red, orange, or green—but not white—threshold a system notification is sent.
For example, you might have a Gauge widget configured with following thresholds for SLA values:
The widget will change from green to orange and will send notification when the SLA value drops to less than 45%.
When the SLA value drops further to value less than 30%, the widget's color changes to red, and another notification is sent.
When the SLA value increases to 45% or above, the widget is green, and another notification appears:
Where does data come from?
Widgets display statistical data retrieved using Vonage Contact Center's Insights Stats API.
Who can access dashboards?
...