Adding call and custom widgets to Live Reports
==============================================

Call widgets display real-time data on call handling metrics to [monitor incoming and outgoing call volumes](#call-volume ""), track team responsiveness, and check if Service Level Agreements (SLAs) are met. You can also [add an image and text widget to customize your dashboard](#image-text "").

Service Level widget
--------------------

The Service Level widget shows the volume of incoming calls answered within a desired time threshold from the total number of calls coming into the selected queue, expressed as a percentage. This widget lets you track how your team is responding to calls within the expected time frame.

![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/analytics/live_reports/Widget-types-in-Analytics-Live-Reports/images/KB-27114/1-Live-Reports-SLA-Widget.png)

You can adjust service level settings when you [create the widget](#create-sl-widget ""), or in the queue settings in the Admin Portal. Any changes made will apply in both places.

To set up service level settings in the Admin Portal:

* Sign in to the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* Go to **Groups** , then click **Call Queues**.
* Select a call queue.
* Click **Call Queue Details** (a), then click the **Settings** tab (b).
* Under **Service Level Settings** , click **Edit** to update the service level parameters.
  * *Target %*: The target percentage of calls that must be answered by agents within the service-level time threshold.
  * *Threshold* : The period of time, in seconds, that's considered to be an acceptable service level. Calls within this time period are marked as *within service level* , while calls of longer duration are considered *outside of service level*. This doesn't include time in an IVR.
  * *Method*: Shows whether abandoned calls were included or excluded in the service level calculations. Abandoned calls are ended by the caller before an agent answers. To include abandoned calls in your report, your admin must set a threshold. Calls shorter than this threshold won't be counted. If the threshold is set to zero, all abandoned calls are included regardless of duration.

* Click **Save** .

  ![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/analytics/live_reports/Widget-types-in-Analytics-Live-Reports/images/KB-27114/2-Live-Reports-SLA-settings.png)

### Creating a Service Level Widget

* From your **Live Reports** dashboard, click the **Add Widget** tile located at the bottom of the page.
* Select **Service Level** . A new **Service Level Settings** window appears.
* In the **Name** field, accept the default, or enter a new name.
* Click the**Queue** dropdown to show a list of available queues.
* Select the queue you want to show data from in the widget. When you've chosen a queue, the queue time zone appears, along with additional options.

  Note  
  The Service Level widget shows data for one queue at a time. To view data for multiple queues on one dashboard, add Service Level widgets for each queue.

* In the **Time Period** field, click the dropdown arrow to show preset options, or select **Custom** , where you can choose times **From** between midnight and 11:45 PM in 15-minute increments, and **To** between 12:15 AM and midnight in 15-minute increments.
* Click **Save** to add the widget to your dashboard.

You can also review service-level parameters for *Target* , *Threshold* , and *Method*. Any updates to target and threshold percentages will apply to all SLA calculations for the selected queue, not just the created widget. If other widgets show a higher number of calls, review the SLA widget settings to confirm they match your current setup.

Call Volume widget
------------------

The Call Volume widget shows the number of inbound calls, abandoned calls, forwarded calls, voicemails, and the number of outbound calls.

Note  
Customer Engagement Bundle accounts and users with Call Queues Booster add-on licenses can also view callback requests and callbacks placed in this widget.

![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/analytics/live_reports/Widget-types-in-Analytics-Live-Reports/images/2-Call-volume-widget-Live-Reports.png)

### Creating a Call Volume widget

* From your **Live Reports** dashboard, click the **Add Widget** located at the bottom of the page.
* Select **Call Volume** . A new **Call Volume Settings** window displays.
* In the **Name** field, accept the default, or enter a new name.
* In the **KPIs** dropdown, select the type of calls and voicemails you'd like to show.
* Click the **Include Internal Calls** checkbox if you want internal call data to be reflected in the widget. If you turn on this setting, the data may differ from other analytics, such as Performance Reports or other dashboard widgets.
* Click the **Queues** dropdown arrow to show a list of available queues.
  * Use the checkboxes to select as many queues as you need.
  * Use the checkbox in the heading field to select all, and use the double arrows to the left of the column name to sort by **Queues** , **Sites** , or **Extensions**.
  * Click **Done**.

* In the **Time Period** field, click the dropdown arrow to show preset options, or select **Custom** , where you can choose times **From** between midnight and 11:45 PM in 15-minute increments, and **To** between 12:15 AM and midnight in 15-minute increments. Time zones are set in the Admin Portal and displayed only for information purposes.
* Click **Save** to add the widget to your dashboard.

Image \& Text widget
--------------------

The Image \& Text widget gives you the ability to add an image and formatted text to your dashboard. For example, the top uses for this widget include:

* **Branding**: Add company logos or team names to reflect brand identity on dashboards.
* **Section dividers**: Visually separate dashboard content into logical sections for better readability.
* **Informational notes**: Insert key metrics definitions, instructions, or context for interpreting dashboard data

### Creating an Image \& Text widget

* From your **Live Reports** dashboard, click the **Add Widget**tile located at the bottom of the page.
* Select **Image \& Text** . A new **Image \& Text Settings** window appears.
* In the **Name** field, accept the default, or enter a new name.
* Select a widget size from the **Width** and **Height** dropdowns. This determines your widget's footprint on the dashboard.
* Enter your text and upload an image into the textbox.
* Click **Save**.

![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/analytics/live_reports/Widget-types-in-Analytics-Live-Reports/images/8-Image-Text-Widget-Live-Reports.png)

**Additional resources**  
[Live Reports overview](https://support.ringcentral.com/article-v2/Intro-to-Analytics-Live-Reports.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Navigating Live Reports dashboards](https://support.ringcentral.com/article-v2/9226.html?brand=RC_US&product=RingEX&language=en_US "")  
[Managing Live Reports widgets](https://support.ringcentral.com/article-v2/Managing-Live-Reports-widgets.html?brand=RC_US&product=RingEX&language=en_US "")  
[Adding agent widgets to Live Reports](https://support.ringcentral.com/article-v2/adding-agent-widgets-to-live-reports.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Adding queue widgets to Live Reports](https://support.ringcentral.com/article-v2/adding-queue-widgets-to-live-reports.html?brand=RingCentral&product=RingEX&language=en_US "")