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The Dashboards area of the VCC Admin Portal contains dashboards 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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  • 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
    • Offered
    • Service Level
    • Service Name
    • Short Abandoned
    • Shortest Wait Time
Timelines in

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List widgets

List widgets that show interaction details can show timelines of events within individual interactions. Clicking on an interaction in the list opens a timeline of that interaction. A timeline displays the interaction and its 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:

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For more information about timeline widgets, see Viewing interactions interaction details in a timeline and a table.

Download CSV data

If enabled for your account, any user can download the data presented in the List widgets. The user can also download all data about a specific interaction from a List widget containing interaction metrics. For information about downloading data, see How do I download the content of a List widget in CSV format? and How do I download an interaction's data in CSV format? in Using Dashboards. For more information about turning the downloading of data on or off, see Dashboards - users can download widget data in Controlling features for your account.

Examples

List widget that displays the current presence statuses and interaction states of agents in the account:

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Note

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)

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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