Modifying Manager Dashboard

The Manager Dashboard provides a real time 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 the communications provider. The top level Manager Dashboard interface is ICC_RP_managerDashboard.

Queue Real Time Data

Central to the Manager Dashboard is the ability to monitor current queue activity. After a queue is selected, the upper portion of the dashboard contains card layouts that display important metrics. Certain 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.

manager_dash_queue_data.png

The following section explains the important objects in the Manager Dashboard for retrieving raw data, displaying metrics on the interface, and adding in additional queues.

Twilio

Retrieving Data

The following integrations are used to dynamically query Twilio from within the interface to generate the metrics on the Manager Dashboard. Additional information on REST API calls for queue statistics can be found in the Twilio documentation.

  • ICC_WS_TWIL_getTaskQueueRealTimeStatisticsNoChannelFilter
    • Retrieves the moment in time statistics for a queue across all channels, stored in the following local variable:
      • queueRealStats
  • ICC_WS_TWIL_getTaskQueueCumulativeStatisticsNoChannelFilter
    • Retrieves the cumulative statistics over the specified period of time for a queue across all channels, stored in the following local variable:
      • queueCumStats
  • ICC_WS_TWIL_getTaskQueueRealTimeStatistics
    • Retrieves the moment in time statistics for a queue by channel, stored in the following local variables:
      • queueMetrics.voiceMetrics
      • queueMetrics.smsMetrics
      • queueMetrics.chatMetrics
  • ICC_WS_TWIL_getTaskQueueCumulativeStatistics
    • Retrieves the cumulative statistics over the specified period of time for a queue by channel, stored in the following local variables:
      • queueMetrics.voiceCumulativeMetrics
      • queueMetrics.smsCumulativeMetrics
      • queueMetrics.chatCumulativeMetrics

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 in the Twilio documentation.

  • ICC_WS_TWIL_getWorkspaceRealTimeStatistics
  • ICC_WS_TWIL_getWorkspaceCumulativeStatistics

Displaying Metrics

For each channel, the following high level KPI metrics are displayed. Each of these can be adjusted and configured in the ICC_CP_TWIL_queueSelectedPanel interface as described below.

  • Service Level (top-level metric) - percentage of inbound communications answered within 60 seconds.
    • Calculated from the data retrieved from ICC_WS_TWIL_getTaskQueueCumulativeStatistics.
  • Number of people waiting in queue.
    • Calculated from the data retrieved from ICC_WS_TWIL_getTaskQueueRealTimeStatistics.
  • Average wait time of people in queue.
    • Calculated from the data retrieved from ICC_WS_TWIL_getTaskQueueCumulativeStatistics.
  • Maximum wait time of people in queue.
    • Calculated from the data retrieved from ICC_WS_TWIL_getTaskQueueRealTimeStatistics.
  • Interactions Received
    • Represents the number of tasks that have entered the queue.
    • A value directly from the queueCumStats local variable.
  • Interactions Answered
    • Number of tasks entered minus number of tasks canceled minus number of tasks pending.
    • Calculated from the queueRealStats and queueCumStats local variables.
  • Abandon Rate
    • Number of tasks canceled divided by the number of tasks entered.
    • Calculated from values in the queueCumStats local variable.

Adding Additional Queues

The ICC setup process sets up two Twilio two queues by default. If you have additional queues in Twilio that have already been created that you would like to add, follow the steps below.

  1. Navigate to the ICC_VAL_TWIL_TASKQUEUE_SID_LIST constant and add an additional value corresponding to the TaskQueue SID in Twilio.
  2. Navigate to the ICC_CP_queueList interface and modify the local!taskQueues variable definition.
    • Add in another value in the same format as the first two, referencing the ICC_QE_getQueue expression rule, and passing in the newly defined value in step 1 as the taskQueueSid.
  3. On the ICC_CP_queueList interface, add content to the Queues box layout by adding in SAIL in the contents parameter representing the new queue.
    • Reference the ICC_CP_TWIL_queueSLAPanel interface and pass in values corresponding to the newly created queue, using the first two pre-built queues as a examples.

Genesys

Retrieving Data

The following integration is used to dynamically query Genesys from within the interface to generate the metrics on the Manager Dashboard.

  • ICC_API_WS_GEN_getQueueStatistics
    • Retrieves the following values from Genesys, and stores them within queueMetrics.voiceMetrics:
      • ServiceLevel
      • Total_Answered
      • Total_Abandoned
      • Current_In_Queue
      • CurrMaxCallWaitingTime
      • AverageWaitingTime

Displaying Metrics

The data retrieved from Genesys contain metrics that are already calculated. These values only need to be displayed on the interface, and do not need any further calculations. Please see below for the list of metrics displayed in the ICC_CP_GEN_queueSnapshotPanel interface, and the corresponding value retrieved from Genesys.

  • Service Level (top-level metric) - percentage of inbound communications answered within 60 seconds
    • ServiceLevel
  • Number of people waiting in queue
    • Current_In_Queue
  • Average wait time of people in queue
    • AverageWaitingTime
  • Maximum wait time of people in queue
    • CurrMaxCallWaitingTime
  • Interactions Received
    • Total_Answered + Total_Abandoned
  • Interactions Answered
    • Total_Answered
  • Abandon Rate
    • Total_Abandoned / (Total_Answered + Total_Abandoned)

The metrics described here expect the Genesys PureEngage environment has ElasticSearch installed. ElasticSearch is an optional part of the Genesys PureEngage installation process.

Add Additional Queues

To add additional queues from Genesys to the ICC Manager Dashboard, follow the steps below.

  1. Navigate to the ICC_VAL_GEN_QUEUE_ID_LIST constant and add an additional value corresponding to the queue ID in Genesys.
    • If you did not modify the ICC_VAL_GEN_QUEUE_ID_LIST property in the Setting up the ICC App section upon app import, you will need to overwrite the existing values.
  2. Navigate to the ICC_CP_queueList interface and modify the local!taskQueues variable definition.
    • Add in another value in the same format as the first two, referencing the ICC_QE_getQueue expression rule, and passing in the newly defined value in step 1 as the taskQueueSid.
  3. On the ICC_CP_queueList interface, add content to the Queues box layout by adding in SAIL in the contents parameter representing the new queue.
    • Reference the ICC_CP_GEN_queueSLAPanel interface and pass in values corresponding to the newly created queue, using the first two pre-built queues as a examples.

Agent Real Time Data

The Manager Dashboard enables real time view of agents assigned to the particular queues. This view merges information pulled from Twilio or Genesys with information queried from the database to provide an agent-by-agent view.

manager_dash_agent_data.png

The rendering of the data itself happens on the ICC_CP_TWIL_agentFilterAndInteractionGrid and ICC_CP_GEN_agentFilterAndInteractionGrid interfaces for Twilio and Genesys respectively. 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.
    • For Twilio, the current worker status (available, offline, etc.) as set via event callbacks from Twilio in the ICC_WORKER table.

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.

Agent Monitoring

The Manager Dashboard also enables the manager to listen in or join a live agent interaction. ICC_CP_managerConnectionPanel is the interface for the Twilio/Genesys manager component.

If the cons!ICC_ENV_USE_TWILIO_TOGGLE constant is set to true, then the Twilio Manager field will render. Otherwise, the Genesys Manager field will render. Save events provided by the Twilio Manager field and the Genesys Manager field can be used by developers to make customizations needed.

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