Create a dashboard using widgets

To create a dashboard, you must use one or more of the available widget types. The widgets allow you to select metrics relevant to queues, agent status, agent performance, and agent resources. This way, you can view the information that you need to know in order to ensure a high level of service quality.

Widget types

8x8 Analytics for Contact Center offers two types of widgets for the dashboards:

  • Historical widgets: Allow you to create visual data charts with historical information. Access the historical data about queue activity or agent activity for yesterday, last 7 days, last 30 days or more. Whether you are tracking weekly activity of queues or performance of agents, customize your dashboard with historical widgets.
  • Real-time widgets: Allow you to access the key performance indicators for queues and agents in real time or in short time intervals. Whether you are tracking the number of agents available to take calls in real-time or the average waiting time in the last 30 mins, get the data in real time using these real-time widgets.

Features

  • Customize your dashboard by creating widgets tailored to your business needs.
  • View queue-level and agent-level metrics on demand.
  • Access a summary of your queue activity, including how many interactions a queue has accepted, rejected, finished, and more.
  • View agent performance within a queue, including information on the total and average metrics of the agent's communications.
  • Keep track of the status of all agents within a queue, and see how many agents are available, on break, working offline, and more.
  • Monitor real-time information on agents, including their status and information on their current call.
  • Select intra-day time interval to access key metrics for selected time range

To create a dashboard using widgets:

  1. After you log in, click Dashboards from the navigation menu.
  2. In the top right hand corner, click New to begin creating a new dashboard.
  3. Enter a name for the dashboard.
  4. Select a time zone.

    Note: The time zone selected for the dashboard affects the data being presented on the configured widgets.

  5. Click to add a widget from the historical or the real-time widget groups.
  6. Based on the selected widget, enter and select the required information. You can add as many widgets as needed to the dashboard.
  7. After adding the widgets, save the dashboard.

Add a real-time widget

8x8 Analytics for Contact Center offers the following real-time widgets:

Add a historical widget

8x8 Analytics for Contact Center offers four historical widgets:

Display historical key metrics in bold

Display upto three key performance indicators per historical widget on your dashboard in a big and bold font. You can also highlight your metrics with a background color. Select any historical widget and choose to view historical metrics as big numbers.

Access historical widget data as heat maps

You can view data in historical widgets as heat maps. A heat map uses a system of color coding to represent values. It is useful when you have large data and you need to detect the outliers quickly. Let’s say you want to track the hold time of your agent groups and understand the groups with higher than usual hold time, simply select the Agent Group activity widget, select the desired agent groups, and choose to view metrics as a heat map. Upon saving the widget, the data is shown as a heat map with outliers in a deeper warm tone of red. Simply hover over the cell to access the agent group name, the date, and their hold time. The darker the shade, the higher the value of the metric.

Notes:

  • The heat map chart can only be set up for a single metric.
  • If the cell is empty, it means that there isn’t any activity on that metric. If the cell shows zero it means that the activity that did happen did not affect the metric on the chart.
  • The maximum supported volume of data is 1000 entries. If your report contains more data, you will see an informative message.