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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 data can be grouped by the by the GUID, audio problems or disposition code of the interaction.

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  • Agents
    • Agent (count)
    • Interactions (count)
  • Queues
    • Abandoned
    • Answered
    • Breakouts (these are separated into single metrics such as capacity, queue length, voluntary, etc.)
    • Offered
    • Short Abandoned
Examples

Donut widget that displays the states of the agents in the specified queues:

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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 

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
    • Offered
    • SLA
    • Service Name
    • Short Abandoned
    • Shortest Wait Time

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Timelines in list widgets

List widget that 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:

  • 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.

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

Examples

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

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List widget that shows the queue with the most interactions offered today:

Queue offered ListImage Added

List widget that shows a timeline:

TimelineImage Modified

Multi Big Number

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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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