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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Big Number widget that displays the percentage of interactions of call type that met their SLA Service Level today:
Big Number widget that displays the number of available agents as a fraction of the total number of agents in the VIP queue:
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Metrics that appear as a percentage: - Queues
- SLAService Level
- Abandon Rate
- Answer Rate
Metrics that appear as a fraction: |
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Queues Abandon Rate Abandoned Answer Rate Answered Avg Time to Abandon Avg Time to Answer Avg Time to Breakout (these are separated into single metrics such as capacity, queue length, voluntary, etc.) Breakouts (these are separated into single metrics such as capacity, queue length, voluntary, etc.) Offered - Short Abandoned
- SLA Service Level
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Examples
Single-series Trends widget that displays the number of calls offered in the last 12 hours:
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- Agents
- Agent ID
- Answered
- Avg Handle Time
- Avg Ringing Time
- Avg Talk Time
- Avg Wrap Time
- Current Media Type
- Current State Since
- Failed
- Groups
- Interaction State
- Max Handle Time
- Min Handle Time
- MOS (Agents)
- MOS (Location)
- Not Answered
- Number Busy
- Offered
- Physical Location
- Significant Interactions
- Skills
- State - Presence
- Time in Interaction State
- Time in Presence
- Total Talk Time
- Total Unique
- Unexpected
- Interactions Details
- Agent ID
- Agent Name
- Customer ID
- Dialled Number
- Handle Time
- Interaction Plan
- Interaction State
- Media Type
- MOS
- Queue
- Service Name
- Skills
- Start Time
- Time In State
- Time To Answer
- Plus any custom metrics from data sources
Queues - Abandon Rate
- Abandoned
- Agents Availability
- Answer Rate
- Answered
- Average Handle Time
- Average Wait Time
- Avg Time to Abandon
- Avg Time to Answer
- Avg Time to Breakout (these are separated into single metrics such as capacity, queue length, voluntary, etc.)
- Breakouts (these are separated into single metrics such as capacity, queue length, voluntary, etc.)
- Currently Waiting
- Interaction Plan
- Longest Wait Time
- OfferedSLA
- Service Level
- Service Name
- Short Abandoned
- Shortest Wait Time
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Only non-text metrics can have thresholds. The following metrics are text metrics: - Agent ID (Agents, Interactions Details)
- Agent Name (Agents, Interactions Details)
- Current Media Type (Agents)
- Groups (Agents)
- Interaction Plan (Interactions Details, Queues)
- Interaction State (Agents, Interactions Details)
- Media Type (Interactions Details)
- Physical Location (Agents)
- Queue (Queues)
- Skill (Queues)
- Service Name (Interactions Details, Queues)
- Skill (Queues)
- Skills (Agents, Interactions Details)
- State - Presence (Agents)
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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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For example, you might have a Gauge widget configured with following thresholds for SLA Service Level values:
The widget will change from green to orange and will send notification when the SLA Service Level value drops to less than 45%.
When the SLA Service Level value drops further to value less than 30%, the widget's color changes to red, and another notification is sent.
When the SLA Service Level value increases to 45% or above, the widget is green, and another notification appears:
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