The admin interface provides real-time and historical analytics data for calls in the Analytics section of the platform. The system stores all the call activity for your inbound queues so that you can access it from Real Time dashboards or Report Downloads. Whereas Real Time dashboards allow you to instantly see real-time data in the form of widgets on your dashboard, Report Downloads allows you to download or schedule a report. To learn more about these analytics capabilities in the platform, visit Intro to Real Time and Report Downloads
Once you have placed test calls to your inbound queue, you should review the dashboards and reports for those calls to verify that they reflect the data that you expect to see. For example, you may want to see data showing calls received in queues and assigned to agents in those queues. In this case, you could review Real Time dashboards at the exact times the calls were placed, real-time reports on the same day the calls were placed, and historical report downloads on a date at least one day after the calls were placed.
In the following sections, we’ll identify some of the most relevant data or reports that you may wish to review to help assess your testing.