Manager Dashboard

The Manager Dashboard provides a live view of queues and agents that can be used to monitor contact center activity. This section will guide you through how the Manager Dashboard is structured and important objects used to collect information from Twilio. The Manager Dashboard can be accessed through the "Manager Dashboard" site.

Queue Monitoring

Central to the Manager Dashboard is the ability to monitor current queue activity. The upper portion of the dashboard contains card layouts which display important metrics pulled from Twilio. Cumulative statistics are calculated based on the number of minutes specified in the "ICC_VAL_TWIL_CUM_STATS_MINUTES" constant. The initial value is 15 minutes, meaning calculations are only based on the activities that have happened in the past 15 minutes.

For each channel, the following metrics are displayed. Each of these can be adjusted and configured in the "ICC_CP_queueSnapshotPanel" interface through the local variables reference below.

  • Service Level (top-level metric) - percentage of inbound communications answered within 60 seconds
    • voiceServiceLevel
    • smsServiceLevel
    • chatServiceLevel
  • Number of people waiting in queue
    • voiceQueueLength
    • smsQueueLength
    • chatQueueLength
  • Average wait time of people in queue
    • voiceAvgWait
    • smsAvgWait
    • chatAvgWait
  • Maximum wait time of people in queue
    • voiceMaxWait
    • smsMaxWait
    • chatMaxWait

Additional queue metrics are displayed when selecting a queue. These metrics and calculations are listed below and are aggregated across channels for the specified queue.

  • Interactions Received
    • (tasks entered)
  • Interactions Answered
    • (tasks entered) - (tasks canceled) - (tasks currently pending)
  • Abandon Rate
    • (tasks canceled) / (tasks entered)

These metrics are updated from Twilio upon load/refresh of the Manager Dashboard. The following integrations are used to dynamically query Twilio from within the SAIL interface. Additional information on REST API calls for queue statistics can be found here.

  • ICC_WS_TWIL_getTaskQueueRealTimeStatistics
    • Number of queued tasks
    • Maximum wait time
  • ICC_WS_TWIL_getTaskQueueCumulativeStatistics
    • Average wait time for a task to be accepted
    • Number of tasks accepted within the minimum acceptable threshold

The Manager Dashboard is currently configured to separate the metrics based on the queue. However, you can choose to configure the dashboard to display metrics for the entire workspace instead. If this is done, the following objects would be used instead. Additional information for workspace REST API calls can be found here.

  • ICC_WS_TWIL_getWorkspaceRealTimeStatistics
  • ICC_WS_TWIL_getWorkspaceCumulativeStatistics

Note: For performance reasons, these metrics are only retrieved from Twilio when the dashboard is loaded, or the in Interface refresh button is pressed. The Twilio cumulative statistics when using the SplitByWaitTime parameter are generally the most time consuming.

Agent Monitoring

The Manager Dashboard also enables live monitoring of agents assigned to the particular queues. This live view merges information pulled from Twilio with information queried from the database to provide an agent-by-agent view.

The rendering of the data itself happens on the main Manager Dashboard interface ("ICC_RP_managerDashboard"). However, the data to support this comes primarily via the ICC_QE_getAgentInteractionView expression rule:

  • Queries from "ICC_AGENT_INTERACTION_VIEW" in the databases and populates a list of corresponding CDTs
  • This database view combines information from multiple tables, specifically ICC_INTERACTION and ICC_WORKER
  • This data includes the following
    • Live info regarding the interaction(s) that the agent is handling from the ICC_INTERACTION table
    • The current worker status (available, offline, etc.) as set via event callbacks from Twilio in the ICC_WORKER table

In addition to the statistics mentioned above, a web service call to Twilio is used to help determine queue membership.

If additional attributes need to be displayed on a per agent or per interaction basis, and they are not currently available in the ICC_AGENT_INTERACTION_VIEW CDT, it is likely that an administrator would need to do the following:

  • Alter the DB view with the appropriate SQL to generate the desired details
  • Update the CDT to ensure the data is available in Appian
  • Update the Manager Dashboard interface to expose the data to the end user
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