Engage Voice | Real-time reporting widget types

Table of contents

Widgets provide metrics depending on the activity you want to view on your dashboard in Real-Time reporting. In the following sections, we’ll learn about the different widgets that you can add to your dashboard and their respective metrics. If you want to learn how to add widgets, see Adding widgets in the Real-Time reporting

Types of widgets

Here are the types of widgets you can add to your dashboard:
  • Inbound: Shows inbound call activity and appears as Real-Time Inbound when added to your report.
  • Outbound: Shows outbound call activity. There are two types of widgets that you can use to view outbound activity:
    • Real-Time Outbound: A row of overall metrics for each outbound campaign.
    • Real-Time Quota Management: This is specific to the quota management created under Dialer > Advanced settings > Quota management in your account. If you have not configured quota management, you may get an error message if you add this widget type.
  • Agent: Shows agent activity. This provides a row of overall metrics for each logged-in agent with the ability to initiate a monitoring or chat session. This will show as Real-Time Agent Widget when added to your dashboard.
  • IVR: Shows IVR call activity. This will appear as Real-Time IVR when added to your dashboard.
  • Cloud: Shows cloud activity. There are two types of widgets that you can use:
    • Real-Time Cloud Profile: A row of overall metrics for each cloud profile.
    • Real-Time Cloud Destination: A row of overall metrics for each cloud destination.
  • Custom: Allows you to create a custom real-time reporting widget. This gives you the liberty to customize the type, product, data, filter, and layout of the widget. You can also customize the widget name depending on your needs.
  • Chat: Shows chat activity. This widget provides a row of overall metrics for each chat queue. This will show as Real-Time Chat when added.
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