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.
The top Agent Report interface is
ICC_RP_mainAgentOperationalReport, which calls two interfaces:
ICC_CP_agentOperationalLeftColumn: List of agents and their activity for the current day.
ICC_CP_agentOperationalDash: Historical agent performance data.
Clicking on an agent card displays historical agent performance metrics for that agent on the right side of the Agent Report.
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
These metrics contain activities for the current day. They auto-refresh every 30 seconds.
By default, this list can be filtered by agent name or queue. To add additional filters, modify
By default, the agent status, number of interactions, and average handle time display on each card. To modify this information, modify
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
These metrics can be filtered by day, week, month, or year. They auto-refresh every 10 minutes.
By default, the total interactions, average handle time, average talk time, and total cases display for the selected agent. To add additional metrics, modify
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
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:
For average wrap up time, you can update:
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.
The top Queue Report interface is
ICC_RP_mainContactCenterAndQueueReport, which calls two interfaces:
ICC_CP_contactCenterandQueueLeftColumn: List of queues.
ICC_CP_contactCenterAndQueueDash: Current queue activity and historical queue metrics.
Clicking on a queue displays metrics for that queue on the right side of the report.
The left side of the main Queue Report interface displays a list of queues. The main interface for this component is
By default, two queues display: Normal Support and Premium Support. To add additional queues, modify
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
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
This is live information that is updated every 30 seconds.
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.
The number of interactions, including the total, short, and long interactions, rely on the following database views:
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.
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
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:
For percentage of short calls, you can update:
For abandon rate, you can update:
If you add or modify any of the historical queue metrics, you may need to update the columns in the following queries:
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