myContactCenterManual

Examples

Step by step in the dashboard designer — creating a dashboard, conversations per day, a grid per agent, date filter, filter by skill, shares as a pie, a measure as a card, colors by threshold, a calculated field and the export as a PDF.

Together, the examples make up one dashboard. They all start in the designer; how to open it is described in Designing dashboards.

Creating and saving a dashboard

  1. In the Administration, click Add under Dashboard. The designer opens an empty dashboard with the data source “myContactCenter”. In the Agent, choose Home › File › New.
  2. Home › Dashboard › Title: enter a name under Text:, for example “Sales calls”, and click OK.
  3. Insert items as in the following examples.
  4. Save with Save in the Quick Access Toolbar or under Home › File — also after every further change.

Conversations per day

  1. Home › Insert › Chart.
  2. In the data source browser, choose the Query ConversationTrackingStatistics.
  3. Drag ConversationStartTime onto Argument.
  4. Menu of “ConversationStartTime (Year)” › Day-Month-Year. With Day alone, the chart combines the days 1 to 31 of all months.
  5. Drag guid onto Value: “guid (Count)” is the number of conversations. Menu › Rename… › New name: “Conversations” › OK.
  6. Calls only: Data › Edit Filter with the condition ConversationType equals InboundCall.
  7. One color per skill: drag SkillName onto Series.
  8. Design › Series Type selects, for example, lines or areas instead of bars.

The days begin at midnight UTC — see Date filter.

A grid per agent

  1. Home › Insert › Grid; Query AgentTrackingDetails.
  2. Drag AgentName onto New Column.
  3. Drag isConnectedConversation onto New Column — the sum is the number of connections — and rename the column to “Connected” with Rename…. If the column shows individual values instead of a sum, set Column type: to Measure using the icon of the column › Column Options.
  4. Drag WrapupDuration onto New Column and name it “Wrap-up (s)”. Menu › Format…: Unit: Ones, Precision: 0 › OK.
  5. Total row: right-click the column header “Connected” › Add Total › Sum; likewise for “Wrap-up (s)”.
  6. Only the ten agents with the most connections: menu of “AgentName” › Top N… › Enabled, Mode: Top, Count: 10, Measure: “Connected” › OK.
  7. Design › Column Width Mode › AutoFit to Contents.

Choosing the period

  1. Home › Insert › Filter Elements › Date Filter; Query ConversationTrackingStatistics.
  2. Drag ConversationStartTime onto Dimension; in the menu, choose Day-Month-Year if another interval is set.
  3. Design › Filter Type › Between.
  4. Design › Edit Periods: add “Today”, “Last 7 Days” and “This Month” with a double-click, select Default for “Last 7 Days” and click Close.
  5. The grid per agent reads another query. For it, create a second date filter with StartTime from AgentTrackingDetails.

Filtering by skill

  1. Home › Insert › Filter Elements › Combo Box; Query ConversationTrackingStatistics.
  2. Drag SkillName onto Dimension.
  3. Design › Item Type › Checked, so that several skills can be selected; also Enable Search.
  4. So that the grid per agent follows as well: Data › Cross-Data-Source Filtering.
  5. An item that should always show all skills: select it › Data › Ignore Master Filters.

Shares of the conversation types

  1. Home › Insert › Pies; Query ConversationTrackingStatistics.
  2. Drag ConversationType onto Argument and guid onto Value.
  3. Design › Data Labels › Argument And Percent; Data Labels Position › Outside.
  4. If you like, Design › Donut.
  5. As a filter for the other items: Data › Multiple Master Filter. A click on a segment filters; Clear Master Filter in the header of the pie cancels it.

The segments are named like the conversation types in the statistics, for example InboundCall. Readable names come from a calculated field that you use instead of ConversationType.

A measure as a card

  1. Home › Insert › Cards; Query ConversationTrackingStatistics.
  2. Drag IsConnected onto Actual — the sum is the number of connected conversations — and guid onto Target, the number of all conversations.
  3. Icon at the Cards section › Card Settings: under Layout Options, Select template: Compact; under Delta Options, Value type: Percent of target and Result indication: Greater is good › OK.

The card shows the share of connected conversations in the selected period.

Long wait times in red

  1. Home › Insert › Grid; Query ConversationTrackingStatistics. Drag SkillName and TotalWaitDuration onto New Column.
  2. Menu of “TotalWaitDuration (Sum)” › Average.
  3. Menu › Add Format Rule › Value › Greater Than.
  4. Enter 20 — the seconds —, choose Pale Red under Appearance and, if required, Apply to row › OK.

To change or remove the rule: Home › Item › Edit Rules.

Talk time in minutes

  1. Data Source tab; in the data source browser, choose the Query ConversationTrackingStatistics.
  2. Add Calculated Field › enter [TotalConnectDuration] / 60 in the Expression Editor window › OK.
  3. Right-click the new field › Rename to “Talk minutes”; Field Type › Double.
  4. Drag “Talk minutes” into an item like any other field, with Sum or Average.

Passing it on as a PDF

  1. Export To in the title bar › Export To PDF.
  2. Size: A4, Page Layout: Landscape; under Include:, select Filters so that the selected filters also appear on the page.
  3. Export and choose where to save the file.

You pass on the dashboard itself to another installation in the Administration with Home › File › Export; there you load it with Open and save it.

    ↑ ↓ select · Enter open · Esc close