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Engage Voice | Intro to Historical dashboards

Last updated on October 01, 2021

Table of contents

In Historical dashboards, you can create, view, and edit dashboards that contain reports and KPI (Key Performance Indicator) widgets. Reports and KPIs on your dashboard allow you to view metrics to visualize how your contact center is performing.
The system creates default dashboards, but you can also create dashboards with custom reports.
Read more about reports in Intro to Historical reports.

Components of Historical dashboards

Historical dashboards contain the following folders:
  • Standard: Contains default dashboards created by the system. When you open a dashboard in the Standard folder, you’ll be able to see the Last Load Time and Timezone elements on top which list the time, date, and timezone for when data in the report was last loaded.
  • Shared: Contains dashboards shared to you or your team by team members.
  • Private: Contains dashboards you created.
  • Favorites: Contains dashboards you marked as favorites. Favorite dashboards may come from the Standard, Shared, or Private folders.
Historical dashboards folders with left nav bar
Read more on how to create, edit, configure Historical dashboards in Managing Historical dashboards.

Historical analytics caching

The platform employs multiple types of caching. This ensures that response times are minimized as much as possible, and the logical data model provides an abstraction layer that ensures database independence. This means that a report or dashboard will load faster the next time it is opened when it’s been opened before.
To learn more about the logical data model, read Measures and attributes.
One type of caching that is important is ‘multi-level caching.’ Engage Historical Analytics creates granular caches that can be reused across different reports and dashboards. 
For example:
  • A table showing agent talk time
  • A bar chart showing agent and team talk time
  • A pie chart showing agent availability
All three reports reuse the same cache holding the data for Agent availability.

Helpful hint!

It’s a good idea to clear the cache from time to time to refresh the data shown in your reports. You can do this when you log out, or when you leave the Historical dashboards or Historical reports pages.

Drilling down in a dashboard

When a user ‘drills down’ in a report in a dashboard, it means that when they click on an attribute in a dashboard, they are shown more details of the attribute they clicked. 
Historical dashboards drilling down
Drilling down is available in the following standard dashboards:
You can download drilled-down reports in XLSX and CSV formats by clicking on the Export button on the lower right of the drilled-down report. 
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