Intro to Historical Reporting Dashboards in Engage Digital Analytics
Dashboards are convenient and easy to set up. Your dashboards allow you to organize the way you view your report widgets and KPI (Key Performance Indicator) widgets, both of which you can create using the drag-and-drop interface. Dashboards and Analytics Designer are advanced analytics tools available to you.
Keep in mind that you must first create your report widgets in
Analytical Designer
before you can add them to your dashboards. Reports and KPIs on your dashboard allow you to examine a clear visualization of how your contact center is performing in terms of important stats.
Say you want to pull up and display data about agent activity. A report widget can allow you to see how much time agents are working, as opposed to just being available.
When you first add widgets, you have by default already created your first dashboard. You can also have as many widgets and dashboards as you need.
Default Dashboards
The sidebar provides access to several default dashboards. When you select a Routing Mode dashboard, the mode type filter is preset to Routing Mode. Similarly for the Inbox Mode dashboards, the Mode Type filter is set to Inbox Mode.
Inbox Mode - Operational Dashboard
These KPIs show major metrics for the current day for agents working in Inbox mode.
Metric Name | Definition |
Current KPIs | |
Currently Open Interactions | Number of interactions with segments in an incomplete status |
Interactions Created Today | Number of interactions created for the current day |
Interactions Closed Today | Number of interactions closed for the current day |
Avg Handle Time | Average time an agent handles an interaction |
Avg First Response Time | Average time from agent accepting the interaction to agent first response |
Initial Categories | |
Currently Open Interactions | Shows number of active interactions for the current day |
Interactions Created/Closed Today | Shows number of interactions created or closed for the current day |
Initial Categories | Categories assigned to an interaction |
Service Level | |
Queue Time Service Level | Percentage of service threshold applied for queue |
FRT Service Level | Percentage of service threshold applied for first response time |
Talk Time Service Level | Percentage of service threshold applied for talk time |
Agent Performance | |
Top Five Agents by Average Handle Time | Today’s five agents with the lowest Average Handle Time |
Top Five Agents by Avg First Response Time | Today’s five agents with the lowest Avg First Response Time |
Routing Mode - Operational Dashboard
These KPIs show major metrics for the current day for agents working in Routing mode.
Metric Name | Definition |
Current KPIs | |
Agents | Number of agents handling interactions |
Escalation Rate | Percentage of interactions escalated to another team |
Interaction Close Rate | Number of interactions closed in an agent login hour |
Reopen Rate | Percentage of interactions reopened |
Avg Handle Time | Average time an agent takes to handle an interaction |
Avg First Response Time | Average time from agent accepting the interaction to agent first response |
Initial Categories | |
Currently Open Interactions | Number of active interactions for the current day |
Interactions Created/Closed Today | Number of interactions created or closed for the current day |
Initial Categories | Categories assigned to an interaction |
Service Level | |
Queue Time | Percentage of service threshold applied for queue |
First Response Time | Percentage of service threshold applied for first response time |
Talk Time | Percentage of service threshold applied for talk time |
Agent Performance | |
Top Five Agents by Average Handle Time | Today’s five agents with the lowest Average Handle Time |
Top Five Agents by Avg First Response Time | Today’s five agents with the lowest Avg Response Time |
Top Five Agents by Interaction Close Rate | Today’s five top agents rated by their Interaction Close Rate |
Bottom Five Agents by Interaction Close Rate | Today’s five bottom agents rated by their Interaction Close Rate |
Inbox Mode - Agent Activity
These KPIs show activity for agents working in Inbox mode.
Metric Name | Definition |
KPIs | |
Agents | Number of agents handling interactions |
Resolved Interactions | Number of interactions closed during a given time period |
Reopen Rate | Percentage of interactions reopened |
Escalation Rate | Percentage of interactions escalated to another team |
Average Handle Time | Average time an agent takes to handle an interaction |
Avg First Response Time | Average time from agent accepting the interaction to agent first response |
Trends | |
Avg Handle Time by Day | Average Handle Time in seconds per day |
Avg First Response Time by Day | Average First Response Time in seconds per day |
Escalation Rate by Day | Percentage of escalations per day |
Service Level | |
Queue Time | Percentage of service threshold applied for queue |
First Response Time | Percentage of service threshold applied for first response time |
Talk Time | Percentage of service threshold applied for talk time |
Download Agent Activity Detail Report | |
Agent Activity Detail | Hover over the report, then click the three-dot More icon and selectExport to XLSX or Export to CSV |
Routing Mode - Agent Activity
These KPIs show activity for agents working in Routing mode.
Metric Name | Definition |
KPIs | |
Agents | Number of agents handling interactions |
Escalation Rate | Percentage of interactions escalated to another team |
Interaction Close Rate | Number of interactions closed in an agent login hour |
Reopen Rate | Percentage of interactions reopened |
Avg Handle Time | Average time an agent takes to handle an interaction |
Avg First Response Time | Average time from agent accepting the interaction to agent first response |
Avg Response Time | Average response duration for the interaction |
Agent Login Utilization and Agent Occupancy KPIs | |
Agent Login Utilization | Percentage of logged-in agent’s time spent handling customer interactions |
Agent Occupancy | Time that an agent engages in at least one interaction |
Agent Full Occupancy | Time that an agent is fully occupied (max capacity) |
Trends | |
Avg Handle Time by Day | Average Handle Time in seconds per day |
Avg First Response Time by Day | Average First Response Time in seconds per day |
Escalation Rate by Day | Percentage of escalations per day |
Agents Availability Trends | |
Avg Duration by State by Day | Average time agents spend in different States per day |
Download Agent Activity Detail Report | |
Agent Activity Detail | Hover over the report, then click the three-dot More icon and select Export to XLSX or Export to CSV |
Queue Time
These KPIs show the average queue time for the agents and interactions in the selected time range.
Metric Name | Definition |
KPIs | |
Interactions | Total number of interactions |
Agents | Number of agents handling interactions |
Avg Queue Time (Business Hours) | Total time interactions spent waiting in queue during business hours |
Avg Queue Time | Total time interactions spent waiting in queue. |
Trends | |
Average Queue Time (Business Hours) by Day | Average Queue Time in seconds per day during business hours |
Agents and Interactions by Day | Number of agents handling interactions per day |
Download Detailed Statistics by Channel | |
Detailed Statistics by Channel | Hover over the report, then click the three-dot More icon and select Export to XLSX or Export to CSV |
CSAT Score
These KPIs show average and minimum CSAT metrics and average CSAT for escalations.
Metric Name | Definition |
CSAT KPIs | |
Avg CSAT Score | Avg CSAT Score calculated based on the CSAT normalized to [1,5] scale |
Min CSAT Score | Min CSAT Score calculated based on the CSAT normalized to [1,5] scale |
Avg CSAT for Escalations | Avg CSAT Score for transferred (escalated) interactions only |
Trends | |
Avg CSAT and Escalation Rate by Day | Hourly distribution of CSAT Score compared to number of escalations per day |
CSAT by Channel Type | |
Avg CSAT by Channel Type | Avg CSAT Score per Channel Type |
Avg CSAT by Channel | Avg CSAT Score per Channel |
Agent CSAT Detail | |
Top Five Agents by Avg CSAT Score | Today’s five top agents rated by their Avg CSAT Score |
Bottom Five Agents by Avg CSAT Score | Today’s five bottom agents rated by their Avg CSAT Score |
Download Detailed CSAT Statistics | |
CSAT Statistics by Agents | Hover over the report, then click the three-dot More icon and selectExport to XLSX or Export to CSV |
General Performance and Quality
This dashboard shows a set of performance and quality of service-related KPIs and reports to track agent performance and customer satisfaction.
Metric Name | Definition |
General Performance | |
Replies per Agent Login Hours | Number of replies sent by Agent per hour of total login time |
Replies by Closed Interactions | Number of replies within closed interactions |
Contact Rate | Number of discussion threads with at least one comment from an agent in relation to the total number of discussion threads |
Closed Interactions per Agent Login Hours | Number of closed interactions within agent login hour duration |
Quality | |
Avg First Response Time | Average time from agent accepting the interaction to agent first response |
First Response Time Distribution | First response time duration within predefined time buckets |
Time Distribution | First response time duration within predefined time buckets for open interactions |
Closed Interactions First Response Time Distribution | First response time duration within predefined time buckets for closed interactions |
Interactions Overview
The Interactions Overview dashboard provides detailed data about all of your Engage Digital agents’ interactions.
Metric Name | Definition |
Interactions | Total number of interactions |
Assigned Interactions | Number of incomplete interactions assigned to agents |
Accepted Interactions | Number of incomplete interactions accepted by agents |
SLA Interactions | Number of incomplete interactions in a service level agreement with agents |
Responded Interactions | Number of incomplete interactions responded to by agents |
Closed Interactions | Number of incomplete interactions closed by agents |
Ignored Interactions | Number of incomplete interactions ignored by agents |
Escalated Interactions | Number of incomplete interactions escalated to another team by agents |
Deferred Interactions | Number of incomplete interactions deferred by agents |
Avg First Response Time | Average time from agent accepting interaction to agent first response |
Interaction Distribution by Day | Distribution of interaction types per day |
Interaction Distribution | Distribution of total interaction types |
Interaction Dispositions by Day | Disposition per day |
Agent Login Time | Total login time per agent |
Responded Interaction Details | Shows the number of responded and SLA interactions, along with their Avg First Response Time, per day |
Interactions Overview | Count of all interactions by type per day |
Components of Dashboards
When you navigate to
Dashboards
, a sidebar will load just to the right of the left-hand navigation bar. This sidebar contains all the dashboards you have configured and the dashboards preconfigured for you.If you have a report or KPI widget already configured into a dashboard, the first dashboard on the list will be the default to load. If you haven’t configured a widget to a dashboard, you will need to configure it first. To learn how to configure a widget, head on to
Adding a
saved insight
.Whether you configure a report or KPI widget to a dashboard, the way those widgets will be placed on a dashboard will look quite similar to each other except for some minor details. The dashboard’s title will be on top, with a
More
menu to the far right. Beside the More
menu is the Edit
button, which may be shown close to the dashboard name on the sidebar on smaller screens. If you don’t see an Edit
button, it means you’re not the creator of the dashboard or you don’t have permission to edit that particular dashboard.
In a dashboard canvas, you can group together widgets into sections so they display near each other. But as you add more widgets, you can create new widget sections in a single dashboard. Below the dashboard’s title are filters, and below the filters are the widget section titles. The
Date range
filter will be assigned to every dashboard by default, but you can add more filters in the dashboard canvas. A date range filter lets you specify a range of time periods you want your data filtered by. More on this later.Accessing Dashboards
After you log in, click on
Analytics
in the main menu. This will take you to the Analytics page, where you can find the Dashboard, several menu items for reports, and the advanced analytics tools, Dashboards and Analytical Designer in the left nav bar.You can access
Dashboards
in the left nav bar.Accessing localized Dashboards
You can access localized dashboard controls based on your user interface language. When you provision a user in your account, you can set the language using the
Interface language
setting, which you can edit for a user from the Agents
configuration page. If this setting is not configured, the system will use the domain locale to set the language.Errors accessing Dashboards
You can see
Dashboards
in the left nav bar when your account has the 'Access to Advanced Analytics' and 'Manage Advanced Analytics' permissions. When you attempt to access Dashboards, you may encounter an error if the feature has not been properly configured, or if the system does not recognize a new agent. For the configuration of Dashboards in your domain, contact your customer success manager. The error messages that you may see when accessing Dashboards include:
- ‘Error 500. Internal server error’: Indicates that the server encountered an internal error or misconfiguration and was unable to complete your request. Contact your CSM.
- ‘We are experiencing technical difficulties loading this page’: Indicates that the feature is unavailable because the URL for the feature is not configured. Contact your CSM.
- ‘Restricted access’: Indicates that the agent has been newly created in the past 15-20 minutes and the permissions are not yet recognized by the system.