Big Picture Dashboard

The Big Picture Dashboard provides a snapshot of contact center performance by relating customer traffic, through queues and media channels, to the agent groups who service them. You can track the volume of interactions that enter queues by the interaction medium.

Note: The dashboard does not capture calls that entered IVR and got abandoned before entering the queue.

This dashboard has three data charts that offer the desired interactivity:

Inbound Donut Charts

Customer activity and agent productivity is represented by the following donut charts:

• Inbound Media: Presents data on the total number of inbound interactions that entered your contact center queues. Data is broken down by interaction medium; phone, chat, email, and voicemail.
• Inbound Channels: Presents total number of inbound interactions entered through each inbound channel. The data is segmented by channels and presented visually.
• Queue: Presents the number of inbound interactions that entered inbound queues during the specified date range.

All these donut charts function as filters (Media Inbound, Channel Inbound, and Queue Inbound). It is possible to use two or three donut filters at the same time, such as to observe only voice and Sales queue group performance.

For example, To observe Sales agent group performance for phone interactions, select the Phone slice of the Media Inbound donut chart, filtering the entire dashboard to only show voice interactions. This means the Media Inbound chart would display 100% voice-only data. The Channel Inbound chart would filter out email and chat channels, and display 100% voice-only data. Similarly, the Queue Group chart shows queues that serve only voice interactions. The Agent Productivity bar graph then refers to voice-only performance.

Agent Group Queue Performance Table

Agent productivity is measured by key performance indicators, such as the number of calls accepted, number of calls rejected, total handle time, and total processing time. You can track the time taken for post processing to determine agent productivity.

Note: Post processing time is summed up as Total Wrap Time. The data is cumulative for all agents.

The Agent Group Queue Performance table offers the following metrics by agent group:

• Accepted: Interactions accepted by the agent group in the specified date range
• Rejected: Interactions rejected by the agent group in the specified date range
• Avg Handle Time: Average time taken to handle interactions by the agent group
• Avg Wrap Time: Average post processing time taken to wrap up interactions by the agent group
• Total Handle Time: Total time taken to handle interactions by the agent group
• Total Wrap Time: Total time taken to wrap up interactions (in post processing time) by the agent group

Time Series Queue Performance Charts

This chart explains volume of interactions, rejections, abandons, and SLA % by specific queues over time. This chart supports the Queue Group chart by explaining performance over time, as well as showing the specific queues that make up the queues shown in the Queue Group chart.

• Each chart represents a specific queue, and measures SLA % and interactions/rejections/abandons by time.
• X-axis: Measures time (30 min, hour, day, week, month, year). By default, the chart shows the past seven days.
• Y1: A stacked bar chart which shows the number of interactions, number of rejections, and number of abandoned calls.
• Y2: A line graph which represents SLA %.

Interactivity

• You can filter the rest of the dashboard by clicking on a vertical bar of any queue chart. For example, a user clicks on a bar of the Premium Sales Queue, which has a very low SLA % and low volume. This action re-filters the rest of the dashboard, and the user sees the agents who were servicing the queue at that specific time. The user then sorts specific KPIs of the agents.
• This filter must work in coordination with other filters on the dashboard (the donut filters, the master filter, and the agent group filter).

How Do I Filter Data?

The entire dashboard is governed by the following drop down filters:

• Time: The date range controls the entire dashboard. You can select from an hourly, daily, weekly, monthly, or yearly view. The date range default is the past 7 days, divided by day.
• Media: Shows media data. By default, data is shown for all media; voice, chat, and email.
• Channel: Includes all channels which the media feed.
• Queues: Displays queue data. By default, data is shown for all queues.
• Agent Group: Displays agent group data. By default, data is shown for all agent groups.

You can filter data in the dashboards as desired, and save these preferences for each dashboard. These filters are remembered across login sessions. You can reset to default settings with just a click.

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