Create a dashboard using widgets

With the queue summary widget, you can get a bird's-eye view of your queue on demand. The metrics in this widget include the number of interactions accepted, abandoned, and entered by agents in the queue, the average waiting time for the queue, and much more! This way, you can immediately see if the queue is meeting its service requirements, and find ways to increase the effectiveness of your queue. You can also view cumulative metrics for queues such as the number of agents available, number of agents currently handling interactions, working offline, on break, number of interactions which have entered queues, accepted, abandoned and more.

Features

Access a summary of your queue activity, including how many interactions a queue has accepted, rejected, finished, and more.

To create a queue summary widget:

1. Click , and select to add a Queue Summary widget from the drop-down menu.
2. In the widget that opens on the right, enter the name of the widget.
3. Under View Metrics As, select to view the data in tabular or graphical format. The chart refreshes every five seconds.
4. Enable the toggle for Display Grand Totals. You can now view cumulative metrics for queues such as the number of agents available, number of agents currently handling interactions, working offline, on break, number of interactions which have entered queues, accepted, abandoned and more.
5. To select the desired metrics, click next to Metrics, and then click Configure to select from the available list of metrics, or search to find and add specific metrics.
   
   

   Note: Metrics are categorized into time Interval metrics, Real Time metrics, and metrics for Today.

6. Select the queues you supervise. Click next to Queues, and click Configure to select from the drop-down list of queues, or search the list to add specific queues quickly (John selects Tiers 1, 2, and 3).
   
7. Click Save to save the queue summary widget.
   
   Interval data is collected at 15-minute and 30-minute intervals.

You can configure the Queue Summary real-time widget to display up to 3 metrics as a Big Number. This is ideal when displaying queue-related information on a large screen. It makes it easier for both agents and supervisors to view these real-time metrics.

To configure the queue summary widget to display metrics as a Big Number:

1. From the menu, go to Dashboards.
2. Click New to create a new widget.
3. Click and select Queue Summary from the drop-down menu.
4. The Add widget window appears. Specify a name for the widget.
   
5. From the View Metrics As drop-down list, select Big Number (up to 3 metrics).
6. After selecting your desired metrics, click Save.

Information relevant to your selected metrics is displayed as large numbers.

To add an agent performance widget, you must select a queue, select the agent performance metrics, such as the number of calls, accepted, rejected, handled, average handling time, and more for every selected agent. These metrics reflect data for the last 15 mins, 30 mins, or for the day so far. You can also access real-time metrics about the current status of the agent, the status on lines 1 and 2, and the duration of the login. You can view cumulative metrics such as the total duration agents have spent logged in, total number of interactions offered, accepted, rejected, and more.

Features

View agent performance within a queue, including information on the total and average metrics of the agent's communications.

To create an agent performance widget:

1. Click , and select to add a Agent Performance widget from the drop-down menu.
2. In the widget that opens on the right, enter the name of the widget.
3. Select a queue from the drop-down list (John selects Tier 1).

4. Under View Metrics as, select to view the data in tabular or graphical format. The chart refreshes every five seconds.

   

5. Enable dynamic filtering. Dynamic filtering reflects metrics for any selected queue in the Queue Summary within the dashboard. If dynamic filtering is not selected, it shows the agent performance metrics for the selected queue only.
   For example, John must always keep track of the agent performance of all three queues. So, he chooses the Dynamic data type. It allows him to view the agent performance metrics of any of the three queues by simply selecting the desired queue in the Queue Summary widget.
   
6. The option to Sync agents automatically is enabled by default, and selects all agents supervised by you. Disable this setting to manually select the desired agents from the list, or filter by keywords.
7. Enable the toggle for Display Grand Totals. You can now view cumulative metrics such as the total duration agents have spent logged in, total number of interactions offered, accepted, rejected, and more. The data table appears on the left side of the panel.
8. To select the desired metrics, click next to Metrics and then click Configure to select from the available list of metrics, or search to find and add specific metrics.

   Note: Metrics are categorized into time Interval metrics, Real Time metrics, and metrics for Today.

9. Select the agents you need the data for. Click next to Agents, and then click Configure to select from the drop-down list of queues or search the list to add specific queues quickly (John selects Tiers 1, 2, and 3).
   
10. Click Save to save the Agent Performance widget.
11. Resize the data table or chart for better viewing.
    

You can configure the Agent Performance real-time widget to display up to 3 metrics as a Big Number. This is ideal when displaying agent-related information on a large screen. It makes it easier for both agents and supervisors to view these real-time metrics.

To configure the agent performance widget to display metrics as a Big Number:

1. From the menu, go to Dashboards.
2. Click New to create a new widget.
3. Click and select Agent Performance from the drop-down menu.
4. The Add widget window appears. Specify a name for the widget.
   • From the View Metrics As drop-down list, select Big Number (up to 3 metrics).
     
   • From the Queue drop-down list, select a queue.
     
5. After making your selections, click Save.

Information relevant to your selected metrics is displayed as large numbers.

The agent status widget allows you to check the number of agents in each status for a specific queue. How many agents are available, working offline, or busy handling interactions in this queue or another queue, or on break? The pie chart shows the status data in real time.

Features

Keep track of the status of all agents within a queue, and see how many agents are available, on break, working offline, and more.

To create an agent status widget:

1. Click , and select to add a Agent Status widget from the drop-down menu.
2. In the widget that opens on the right, enter the name of the widget.
3. Select a queue from the drop-down list (John selects Tier 1).
4. Enable dynamic filtering. Dynamic filtering reflects metrics for any selected queue in the Queue Summary within the dashboard. If dynamic filtering is not selected, it shows the agent performance metrics only for the selected queue. For example, John must ensure agents availability in the Tier 1 queue, which handles interactions from their premium customers. To keep an eye on the data at all times, John chooses the Static type.
5. Slide the toggle Enable legend to show/hide the information indicators in the pie chart.
   
6. Click Save to save the agent status widget.
   The data pie chart appears on the left side of the panel.
7. Resize the pie chart for better viewing.
   
   John creates a second agent status widget and chooses the Tier 2 queue, but selects dynamic data type. This widget helps him watch the status of agents in Tiers 2 and 3 by simply selecting the desired queue in the Queue Summary widget.

The agent resources widget simply lets you access real-time data about an agent’s status. Is Emily in Tier 1 on a call, or available to take a call? If she is on a call, how long has she been on the call? who is she on the call with? This widget answers all these questions in real time. The status of each agent in the selected queue is indicated by the color used in the agent status pie chart.

Features

Monitor real-time information on agents, including their status and information on their current call.

To create an agent resources widget:

1. Click , and select to add an Agent Resources widget from the drop-down menu.
2. In the widget that opens on the right, enter the name of the widget.
3. Select a queue from the drop-down list (John selects Tier 1).
4. Enable dynamic filtering. Dynamic filtering reflects metrics for any selected queue in the Queue Summary within the dashboard. If dynamic filtering is not selected, it shows the agent performance metrics only for the selected queue.
   For example, John must ensure that agents use their time efficiently. He watches how long an agent is on break, checks if he has exceeded the allowed break time, and pings an agent to make themselves available soon if the count of available agents goes too low.
5. Click Save to save the Agent Resources widget.
   
   John has now completed creating all the necessary widgets. The next step is to create thresholds that will keep a check on critical metrics.

As a supervisor, let’s say you want to understand how the number of interactions entered are linked to the handling time in a queue. Has there been a spike in the number of interactions and the waiting time on any day this past week?

1. Log into 8x8 Analytics for Contact Center.
2. Go to Dashboards. Select an existing dashboard or create a new dashboard.

3. Click and select Queue Activity widget from the list of historical widgets in the drop-down menu.

   

4. Enter a name for the widget.
5. Select to get data from a given Time Period such as past 7 days, yesterday, last 30 days, and more or select a custom date range.
6. Select Time Granularity to aggregate data from the available choices. Let's say you choose to get data for Last 30 days, you can set to aggregate the data daily or weekly.
7. Select all queues or individual queues to gather data from.

8. Under View Metrics As, select to view the data in one of the following formats:

   • Chart: Displays data in a graphical format. You can further select the specific graphical format such as bar graph , line graph , dotted line chart , and area chart .
   • Table: Displays data in rows and columns in a tabular format.
   • Big Number: Displays up to three key metrics in big and bold format. big and bold font. You can also highlight your metrics with a background color. Learn more.
   • Heat Map: Displays data as a heat map. 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. Learn more.
9. Select all metrics or individual metrics such as Entered; Accepted, Abandoned, Processing time; Waiting time.
10. Additionally, you can view the grand totals of the key metrics on the legend. While editing a widget, simply enable the option to Display Grand Totals.
11. Click Save to view the data in the selected format.

When you run the widget, you can see the data chart indicating the key metrics. You can see if the average handling time spiked with the number of interactions? Was there any correlation? Did the processing time increase? By just looking at the chart, you can now see the trends.

If you wish to simply track the queues with the highest wait times, set the time granularity to ‘None’ and run the report. You can now see the processing time and waiting time by queue. See which queues had a higher than average handling time? This helps in investigating further.

Let’s say you want to track the performance of an individual agent, compare their performance with other agents serving the same queue or the same group.

1. Click and select Agent Activity widget from the list of historical widgets in the drop-down list.
2. Select to get data from a given Time Period such as past 7 days, yesterday, last 30 days, and more or select a custom date range.
3. Select Time Granularity to aggregate data from the available choices. Let's say you choose to get data for Last 30 days, you can set to aggregate the data daily or weekly.
4. Select all agents by default or select specific agents.

5. Under View Metrics As, select to view the data in one of the following formats:

   • Chart: Displays data in a graphical format. You can further select the specific graphical format such as bar graph , line graph , dotted line chart , and area chart .
   • Table: Displays data in rows and columns in a tabular format.
   • Big Number: Displays up to three key metrics in big and bold format. big and bold font. You can also highlight your metrics with a background color. Learn more.
   • Heat Map: Displays data as a heat map. 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. Learn more.
6. Select the following metrics: Presented, Accepted, Rejected, Average wrap-up time, and Average handling time.
7. Additionally, you can view the grand totals of the key metrics on the legend. While editing a widget, simply enable the option to Display Grand Totals.
8. Click Save to view the data in the selected format.

Let’s say you want to review the performance of an agent group, compare their performance with other agent groups.

1. Click and select Agent Group Activity widget from the list of historical widgets in the drop-down list.
2. Select to get data from a given Time Period such as past 7 days, yesterday, last 30 days, and more or select a custom date range.
3. Select Time Granularity to aggregate data from the available choices. Let's say you choose to get data for Last 30 days, you can set to aggregate the data daily or weekly.
4. Select all agent groups by default or select specific groups.

5. Under View Metrics As, select to view the data in one of the following formats:

   • Chart: Displays data in a graphical format. You can further select the specific graphical format such as bar graph , line graph , dotted line chart , and area chart .
   • Table: Displays data in rows and columns in a tabular format.
   • Big Number: Displays up to three key metrics in big and bold format. big and bold font. You can also highlight your metrics with a background color. Learn more.
   • Heat Map: Displays data as a heat map. 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. Learn more.
6. Select the metrics such as Presented, Accepted, Rejected, Average wrap-up time, and Hold time.
7. Additionally, you can view the grand totals of the key metrics on the legend. While editing a widget, simply enable the option to Display Grand Totals
8. Click Save to view the data in the selected format.

If you wish to see the metrics for each agent group, simply select the data type to Table to view the numbers.