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
.
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.
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.
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
queueRealStats
ICC_WS_TWIL_getTaskQueueCumulativeStatisticsNoChannelFilter
queueCumStats
ICC_WS_TWIL_getTaskQueueRealTimeStatistics
queueMetrics.voiceMetrics
queueMetrics.smsMetrics
queueMetrics.chatMetrics
ICC_WS_TWIL_getTaskQueueCumulativeStatistics
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
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.
ICC_WS_TWIL_getTaskQueueCumulativeStatistics
.ICC_WS_TWIL_getTaskQueueRealTimeStatistics
.ICC_WS_TWIL_getTaskQueueCumulativeStatistics
.ICC_WS_TWIL_getTaskQueueRealTimeStatistics
.queueCumStats
local variable.queueRealStats
and queueCumStats
local variables.queueCumStats
local variable.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.
ICC_VAL_TWIL_TASKQUEUE_SID_LIST
constant and add an additional value corresponding to the TaskQueue SID in Twilio.ICC_CP_queueList
interface and modify the local!taskQueues
variable definition.
ICC_QE_getQueue
expression rule, and passing in the newly defined value in step 1 as the taskQueueSid
.ICC_CP_queueList
interface, add content to the Queues
box layout by adding in SAIL in the contents
parameter representing the new queue.
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.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
queueMetrics.voiceMetrics
:
ServiceLevel
Total_Answered
Total_Abandoned
Current_In_Queue
CurrMaxCallWaitingTime
AverageWaitingTime
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.
ServiceLevel
Current_In_Queue
AverageWaitingTime
CurrMaxCallWaitingTime
Total_Answered
+ Total_Abandoned
Total_Answered
Total_Abandoned
/ (Total_Answered
+ Total_Abandoned
)The metrics described here expect the Genesys Engage environment has ElasticSearch installed. ElasticSearch is an optional part of the Genesys Engage installation process.
To add additional queues from Genesys to the ICC Manager Dashboard, follow the steps below.
ICC_VAL_GEN_QUEUE_ID_LIST
constant and add an additional value corresponding to the queue ID in Genesys.
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.ICC_CP_queueList
interface and modify the local!taskQueues
variable definition.
ICC_QE_getQueue
expression rule, and passing in the newly defined value in step 1 as the taskQueueSid
.ICC_CP_queueList
interface, add content to the Queues
box layout by adding in SAIL in the contents
parameter representing the new queue.
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.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.
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:
ICC_AGENT_INTERACTION_VIEW
in the databases and populates a list of corresponding CDTs.ICC_INTERACTION
and ICC_WORKER
.ICC_INTERACTION
table.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:
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.