With 8x8 VCC Analytics — Real-Time Dashboard, you can now generate a report that draws metrics to match your organization’s needs. Whether the need is to supervise the productivity of agents or analyze the traffic for queues, VCC Analytics — Real-Time Dashboard gives you the flexibility to create a custom report and extract the desired metrics. You can create a report, and save the query for repeated use. By default, supervisors inherit the ability to track metrics only for the agent groups and queues that they supervise.
A category defines the ability to extract metrics for:
Measures are individual metrics that help you determine performance of queues or agents. Based on the category selected, a set of measures are available to you by default. For agents, you can select measures such as the number of interactions accepted or rejected, average handling time, and more. For queues, you can select measures such as the number of interactions entered, abandoned, and more.
Dimensions allow you to apply many filters, such as specify the tenant for which you need metrics, select a time range (quarterly, monthly, weekly, daily, and hourly), or specify agent groups, agents, or queues. Add multiple dimensions for extracting granular data. You can drill down to get granular data, such as the performance of an agent group on a specific day during a specific hour.
After defining a query with desired parameters, you can save the report for repeated use.
To save the query:
Note: You can open and edit the report queries you have created. You cannot edit queries generated by other users, but you can still view it based on permissions.
You can schedule to generate and email this report periodically to specified recipients. For details on scheduling a report, click here.
Let's understand how to create a sample custom report by studying the following example.
Objective: As a contact center manager, you want to review the performance of your agent groups each week. You would like to receive a weekly report for the past week on every Monday morning.
To create a weekly report:
To create a custom report, you must select:
Note: The date range parameter weeks refer to a calendar week. For a non-calendar week, such as Wed-Tues, please use Basic search and select Past 7 days in the date range.
Note: You can swap the dimensions between rows and columns.
To schedule the saved report query:
Note:
To schedule a daily report:
i) Select Daily for Recurrence.
ii) Set a start time and enter to start every <1> day(s).
iii) In Range of Recurrence, select a start date to begin generating the report.
iv) Select No end date to keep generating the daily reports indefinitely.
Once scheduled, the report is generated, and the email recipients are notified as configured.
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