Overview of 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.

In this page

What are dashboards?

A dashboard is a collection of widgets, displaying agent and queue statistics. Dashboards display information about all types of interactions. 

Dashboard

What are widgets?

A widget is an item on a dashboard, containing configured data. Widgets display Vonage Contact Center metrics, optionally filtered (by timeframe, queue, media type, and so on), in the chosen visualization style (gauge, donut, and so on). Using widgets you can see a picture of current and past activity in your VCC Admin Portal account.

What type of data does a widget display?

Dashboards can contain several different types of widgets each displaying different types of data and different information about that data.

Widgets contain data about agents, interactions, and queues. A widget can contain one type of data at any time. Widget data can be grouped by or filtered by various metrics.

Agents

Widgets configured to display agent-related data might contain the number of interactions agents have handled, the time agents spent in each presence state or handling those interactions, or a combination of these.

Agent-related data can be grouped by agent name, agent status, agent location, or groups that the agent is in.

Interactions details

Interaction details consist of metrics about inbound interactions. For example, the telephone number of the caller, the number they dialed to reach Vonage Contact Center, the name of the queue that Vonage Contact Center routed their Interaction to, the time it took an agent to answer, and the interaction's various states while in progress or final state when complete.

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 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.

Queues

Widgets configured to display queue-related data contain totals and averages relating to numbers of interactions in queues and the time spent in those queues.

Queue-related data can be grouped by queue name, media type, skill combinations, and individual skills.

What metrics does each data type contain?

Widgets contain specific data (metrics) about the individual data types. For information about which metrics each data type contains, see Dashboard metrics.

What are the different types of widgets?

Seven different types of widgets are available. Each widget can display different metrics.

Big Number

Big Number widgets display a single number, time, percentage or fraction depending on the metric.

Big number widget

Metrics available in Big Number widgets
 Expand | Collapse

Metrics that appear as a simple number:

  • Agents
    • Agent (count)
    • Answered
    • Failed
    • Interactions (count)
    • Not Answered
    • Number Busy
    • Offered
    • Significant Interactions
    • Total Unique
    • Unexpected
  • Queues
    • Abandoned
    • Answered
    • Breakouts (these are separated into single metrics such as capacity, queue length, voluntary, etc.)
    • Currently Waiting
    • Offered

Metrics that appear as a decimal number:

  • Agents
    • MOS (Agents)

Metrics that appear as a time:

  • Agents
    • Avg Handle Time
    • Avg Ringing Time
    • Avg Talk Time
    • Avg Wrap Time
    • Max Handle Time
    • Min Handle Time
    • Total Talk Time
  • Queues
    • 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.)
    • Longest Wait Time
    • Shortest Wait Time

Metrics that appear as a percentage:

  • Queues
    • SLA
    • Abandon Rate
    • Answer Rate

Metrics that appear as a fraction:

  • Queues
    • Agents Availability

Examples

Big Number widget that displays the number of interactions of call type offered to the Customer Service queue since your contact center opened today:

Big Number widget that displays the longest wait time for interactions requiring a specific skill:

Longest Wait Time Big Number

Big Number widget that displays the percentage of interactions of call type that met their SLA today:

Big Number widget that displays the number of available agents as a fraction of the total number of agents in the VIP queue:

Agent Availability Big Number

For example, you might have a Big Number widget that displays the number of currently waiting interactions of call type.

Default Calls in Progress widget

Donut

Donut widgets display a single metric in a donut chart. Donut charts are most valuable in displaying how a specific metric is split up. For example, when displaying the Agent Status Details metric, a donut displays the number of agents in each state. Or, when displaying the Offered metric by Queues, you can see how offered calls are split between queues.

Donut widget

Metrics available in Donut widgets
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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:

Current Agent States

Donut widget that displays the number of calls offered by queue:

Calls Offered Donut

Gauge

Gauge widgets display a single metric in a gauge chart along with either a percentage or a fraction. Gauge widgets add a visual element to certain metrics that could otherwise be displayed in Big Number widgets.

Gauge widget

Metrics available in Gauge widgets
 Expand | Collapse

Metrics that appear as a percentage:

  • Queues
    • SLA
    • Abandon Rate
    • Answer Rate

Metrics that appear as a fraction:

  • Queues
    • Agents Availability
Examples

Gauge widget that displays the percentage of calls, requiring a specific skill or skills, that were abandoned:

Abandoned calls Gauge

Gauge widget that displays the number of available agents as a fraction of the total number of agents in a queue:

Agent Availability Gauge

Trend

Trends widgets display a chart that represents queue-related data at 15-minute intervals during a configured timeframe. Trend widgets can be single- or multi-series charts. A single-series chart displays a single metric. A multi-series chart can display two or more compatible metrics with each metric appearing as a series, or a single metric that can be broken down by group (queue, skill or media type) with each group appearing as a series.

Trend widget

Metrics available in Trend widgets
 Expand | Collapse
  • 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:

Calls offered Trend

Multi-series Trends widget that displays answered and abandoned calls in the last 12 hours:

Answered and abandoned Trend

Multi-series Trends widget that displays answered interactions grouped by media type in the last 12 hours:

Answered by media type Trend

List

List widgets display a list of metrics within a chosen data type. The data appears in a table. Each List widget requires a key metric which is automatically added to the first column of the list; the key metric depends on the selected metrics' data type. The columns in the table in a List widget can be reordered.

List widget

Data TypeKey Metric
AgentsAgent Name
Interactions DetailsGuid
QueuesQueue, Media Type, Skills, or Skill
Metrics available in List widgets
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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
Timelines in 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:

  • 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:

List widget that displays the agents who have made the most outbound calls in the last hour:

Agent answered List

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

Queue offered List

List widget that shows a timeline:

Timeline

Multi Big Number

Multi Big Number widgets display matrices of big numbers (as displayed in Big Number widgets). These widgets effectively group several Big Number widgets within a single widget. All numbers in the Multi Big Number widget must be of the same data type. Configured filters apply to all metrics in the widget, but any thresholds apply to individual metrics.

Multi Big Number widget

Metrics available in Multi Big Number widgets

Multi Big Number widgets can display the same metrics as Big Number widgets.

 Expand | Collapse

Metrics that appear as a simple number:

  • Agents
    • Agent (count)
    • Answered
    • Failed
    • Interactions (count)
    • Not Answered
    • Number Busy
    • Offered
    • Significant Interactions
    • Total Unique
    • Unexpected
  • Queues
    • Abandoned
    • Answered
    • Breakouts (these are separated into single metrics such as capacity, queue length, voluntary, etc.)
    • Currently Waiting
    • Offered

Metrics that appear as a decimal number:

  • Agents
    • MOS (Agents)

Metrics that appear as a time:

  • Agents
    • Avg Handle Time
    • Avg Ringing Time
    • Avg Talk Time
    • Avg Wrap Time
    • Max Handle Time
    • Min Handle Time
    • Total Talk Time
  • Queues
    • 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.)
    • Longest Wait Time
    • Shortest Wait Time

Metrics that appear as a percentage:

  • Queues
    • SLA
    • Abandon Rate
    • Answer Rate

Metrics that appear as a fraction:

  • Queues
    • Agents Availability

Examples

Multi Big Number widget that displays a collection of big numbers relating to agent calls:

Agent Multi Big Number

Multi Big Number widget that displays a collection of big numbers relating to calls to queues:

Queue Multi Big Number

What metrics does each widget type contain?

The different widget types can display different metrics. For information about which metrics each widget type can display, see Dashboard metrics.

What are thresholds?

Thresholds draw attention to a widget or a value in the widget by changing the widget or value's color depending on the displayed value.

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.

Calls offered threshold

For example, you might have a List widget with thresholds on the Offered and Breakouts (Total) columns. The values in the list are highlighted in the specified color if they exceed the threshold.

Queue leaderboard threshold

For example, you might have a Multi Big Number widget with thresholds on some or all of the values. The colors of the values in the widget indicate that they have exceeded the threshold.

Multi Big Number thresholds

For example, you might have a Gauge widget with a threshold on the percentage of abandoned calls.

Gauge threshold

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:

Threshold notifications example

The widget will change from green to orange and will send notification when the SLA value drops to less than 45%.

Threshold notifications example

When the SLA value drops further to value less than 30%, the widget's color changes to red, and another notification is sent.

Threshold notifications example

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?

By default, supervisors can access their own dashboards—that is, dashboards that they created—and published dashboards—dashboards that other supervisors created and published.

By default, agents cannot access dashboards. If enabled for your account, agents can access individual dashboards using direct links. This access is read-only. For information about accessing dashboards as an agent, see Viewing a dashboard as an agent.