Modifying Report Dashboard

Introduction

The Report Dashboard allows managers and other users to monitor agent performance and trend analysis, which provides invaluable insight in to how the call center is performing. This page describes how to modify the Report Dashboard for your organization's needs by adding filters, metrics, and queues.

For a more detailed analysis of the Report Dashboard information and layout, see the Report User Guide.

Agent Report modifications

The top Agent Report interface is ICC_RP_mainAgentOperationalReport, which calls two interfaces:

  1. ICC_CP_agentOperationalLeftColumn: List of agents and their activity for the current day.
  2. ICC_CP_agentOperationalDash: Historical agent performance data.

    report_agent_report_1.png

Clicking on an agent card displays historical agent performance metrics for that agent on the right side of the Agent Report.

Modifying the agent list

The left side of the main Agent Report interface displays a list of agents and their daily metrics. The main interface for this component is ICC_CP_agentOperationalLeftColumn.

These metrics contain activities for the current day. They auto-refresh every 30 seconds.

Add filters

By default, this list can be filtered by agent name or queue. To add additional filters, modify ICC_CP_agentOperationalLeftColumn.

Default filters for agent report

Modify agent daily activity metrics

By default, the agent status, number of interactions, and average handle time display on each card. To modify this information, modify ICC_CP_agentOperationalAgentCard.

Information on agent card

Modifying the historical agent metrics

The right side of the main Agent Report interface displays historical agent performance metrics for the selected agent. The main interface for this component is ICC_CP_agentOperationalDash.

These metrics can be filtered by day, week, month, or year. They auto-refresh every 10 minutes.

Add agent metrics

By default, the total interactions, average handle time, average talk time, and total cases display for the selected agent. To add additional metrics, modify ICC_CP_agentOperationalDashSnapshot.

Default metrics for agent report

Add trend charts

By default, the average handle time daily trend displays in the trend chart. Click TOTAL INTERACTIONS to view the total interaction daily trend report. To add additional trend charts, modify ICC_CP_agentOperationalTrends.

report_trend_graphs.png

Updating SLA thresholds

If you want to update the SLA thresholds for the agent report you will need to modify the associated constant.

For average handle time, you can update:

  • ICC_VAL_AGENT_AHT_SERVICE_LEVEL_THRESHOLD_POSITIVE
  • ICC_VAL_AGENT_AHT_SERVICE_LEVEL_THRESHOLD_POSITIVE

For average wrap up time, you can update:

  • ICC_VAL_AGENT_AWUPT_SERVICE_LEVEL_THRESHOLD_POSITIVE
  • ICC_VAL_AGENT_AWUPT_SERVICE_LEVEL_THRESHOLD_POSITIVE

Updating agent queries

If you add or modify any of the historical agent metrics, you may need to update the columns in the following queries. If you want to update any of the time periods for the historical information, you can update these queries as well.

  • ICC_QE_getAgentSnapshotHourView
  • ICC_QE_getAgentSnapshotDayView
  • ICC_QE_getAgentSnapshotWeekView
  • ICC_QE_getAgentSnapshotMonthView

Queue Report modifications

The top Queue Report interface is ICC_RP_mainContactCenterAndQueueReport, which calls two interfaces:

  1. ICC_CP_contactCenterandQueueLeftColumn: List of queues.
  2. ICC_CP_contactCenterAndQueueDash: Current queue activity and historical queue metrics.

    Queue Report

Clicking on a queue displays metrics for that queue on the right side of the report.

Modifying the queue list

The left side of the main Queue Report interface displays a list of queues. The main interface for this component is ICC_CP_contactCenterandQueueLeftColumn.

Adding queues

By default, two queues display: Normal Support and Premium Support. To add additional queues, modify ICC_CP_contactCenterandQueueLeftColumn

Default queues

Modifying the queue metrics

The right side of the main Queue Report interface displays current and historical agent performance metrics for the selected agent. The main interface for this component is ICC_CP_contactCenterandQueueDash.

Add current activity queue metrics

By default, the Current Activity box displays the current number of available agents, agents on in interaction, and agents in wrap up for the selected queue. To add additional metrics, modify the ICC_CP_contactCenterandQueueDash interface.

This is live information that is updated every 30 seconds.

Current activity metrics

Add historical queue metrics

By default, the All Metrics box displays the number of interactions, wait times, and number of abandoned interactions for the selected queue. It also displays a pie chart that shows a breakdown of the interactions and their reasons.

These metrics can be filtered by day, week, or month. They auto-refresh every 10 minutes.

All metrics

Interaction Counts

The number of interactions, including the total, short, and long interactions, rely on the following database views:

  • ICC_INTERACTION_SNAPSHOT_DAY_VIEW
  • ICC_INTERACTION_SNAPSHOT_MONTH_VIEW
  • ICC_INTERACTION_SNAPSHOT_WEEK_VIEW

Be default, short interactions are defined as less than 20 seconds, and long interactions defined as greater than 15 minutes. If you would like to change the threshold of short and long interactions, you will need to modify the structure of these database views.

Wait Times and Abandoned Rates

These metrics are queried from Twilio using the following integration objects:

  • ICC_WS_TWIL_getWorkspaceCumulativeStatisticsByDate: Retrieves the cumulative statistics for a specified period of time for a workspace, stored in local variables.
  • ICC_WS_TWIL_getTaskQueueCumulativeStatisticsByDate: Retrieves the cumulative statistics for a specified period of time for a queue across all channels, stored in local variable.

Additional information on these REST API calls can be found in the Twilio documentation.

To add or modify any metrics, you can query additional metrics using the above integration objects and modify the ICC_UT_calculateQueueReportAPIStatistics rule.

Updating SLA thresholds

If you want to update the SLA thresholds for the queue report you will need to modify the associated constant.

For average wait time, you can update:

  • ICC_VAL_AGENT_AWT_SERVICE_LEVEL_THRESHOLD_POSITIVE
  • ICC_VAL_AGENT_AWT_SERVICE_LEVEL_THRESHOLD_POSITIVE

For percentage of short calls, you can update:

  • ICC_VAL_AGENT_SP_SERVICE_LEVEL_THRESHOLD_POSITIVE
  • ICC_VAL_AGENT_SP_SERVICE_LEVEL_THRESHOLD_POSITIVE

For abandon rate, you can update:

  • ICC_VAL_AGENT_AR_SERVICE_LEVEL_THRESHOLD_POSITIVE
  • ICC_VAL_AGENT_AR_SERVICE_LEVEL_THRESHOLD_POSITIVE

Updating queue queries

If you add or modify any of the historical queue metrics, you may need to update the columns in the following queries:

  • ICC_QE_getInteractionSnapshotDayView
  • ICC_QE_getInteractionSnapshotWeekView
  • ICC_QE_getInteractionSnapshotMonthView
  • ICC_QE_getCallReasonSnapshotDayView
  • ICC_QE_getCallReasonSnapshotWeekView
  • ICC_QE_getCallReasonSnapshotMonthView
  • ICC_QE_getCase
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