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.
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| Interaction details are mostly from the customer's perspective. Considering time to answer, an agent considers this time to include only how long the agent took to answer their phone after it started to ring. Conversely a customer would believe that time to answer includes the time the interaction spent in a queue as well. Additionally, a customer considers an interaction to be complete when they hang up their phone. Whereas an agent only considers the interaction complete when the agent finishes speaking with a consulted agent, or after any wrap or interaction logging time. |
Interaction details data is always grouped by interaction; that is, the GUID of the interaction, optionally split into component legs if displaying the data in a Timeline widget. For more information about Timeline widgets, see Timeline.If the can be grouped by the GUID, audio problems or disposition code of the interaction.
If the Data Source Mappings feature is available for your account, along with standard metrics, any mapped names in your account are available as custom metrics in interaction details. For information about viewing data source data in Dashboards, see Viewing mapped data source data in Dashboards.
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Multi Big Number widget that displays a collection of big numbers relating to calls to queues:
Timeline
A Timeline widget displays interactions and their associated events in combination with the interaction activities of all agents involved in the interaction (main agent, consulted agent, transferred agent). The interaction's state is broken down into time spent in:
- IVR
- Queues
The agents' presence states include the times spent in ringing, connected, hold, and wrap states for the during of the specific interaction.
Different colored blocks on the timeline represent different events and activities; hovering over the different blocks in the timeline show the duration of the events and activities.
Examples
In this example, a call from telephone number ending in 839 arrived at Vonage Contact Center at approximately 8.02am. The call spent some time in IVR, then in a queue. Agent Helen (110)'s phone rang twice—the first time the agent did not answer. Second time the agent answered and the call was connected for 4 minutes 32 seconds, after which the agent put the call on hold. After retrieving the call, the call was connected for a short while, the agent released the call and remained in wrap up for the default 10 seconds.
What metrics does each widget type contain?
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Only non-text metrics can have thresholds. The following metrics are text metrics:
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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.
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