Live Analytics

Mickey Nouhan

Dec 20, 2024

This article assumes Live Analytics is enabled for your system, and that you are logged into the Manager Portal

If you would like to enable Live Analytics, please contact Sales or Support for a quote

Accessing Live Analytics

1. Locate the Apps drop-down located in the upper right-hand corner, and click it to open the menu

2. Click Analytics

3. This will open a new tab. By default the Analytics will open a Stock Board. If you create a new board and would like it to open to the created board and not a stock board, favorite the board using the Star

If you are a Call Center Agent, you will not be able to add, edit, or delete cards, but you can change the data filters for your personal view, and choose to hide or display boards you've been given access to. Call Center Supervisors and Office Managers will have full access to add, edit, or delete cards

Navigate Live Analytics

Main Menu

Navigate between boards or create a new board using the Main Menu (3 horizontal lines), located in the upper left-hand corner of the page. The menu includes a list of "My Boards", "Favorite Boards" (a starred board), "Shared Boards" (if any have been shared with you), the server and version being used, and the option to log out of the Portal.

Top Bar

Call Center Supervisor/Office Manager View of Stock Board

Call Center Supervisor/Office Manager View of Created Board

Settings Gear

Only specific groups or people allows you to select Scope, Departments, Sites, or Users. Select all groups or people that should have access to the board, then click Save

To allow access for all Scopes, Departments, Sites, and Users, select Anyone in your organization. The toggle is for 'Allow anyone in your organization to edit'. If this toggle is on, anyone, regardless of scope, will be able to edit

Share a view-only public Link will generate a link that can be shared with anyone and does not require a login to the portal. The wallboard will display with the link but will not be editable or filterable

To remove someone's access to the public link, generate a new link. If you generate a new link, it will need to be provided to everyone that should be able to access the wallboard

Add A Board

1. To add a board, click on the +New Board icon in the main menu.

2. Rename the Board using the Pencil icon

Click the image to enlarge

3. Refer to Adding a Card to learn more about the available cards

Adding a Card

1. Click the plus icon (or the Add a Card button if this is this first card)

2. Each card has three main components: type, data, and style.

Card Type

3. Type is how the data will be displayed on the card.

The type cannot be modified after the card has been created. If the type needs to change later, the card must be deleted and re-added.
Types of Cards:
- Line Graph
  - displays one or more lines from a data set plotted over time
- Gauge
  - displays the data filling to a specified limit
- Single Stat
  - a single data set's value. For example, the output for the data "agents online" would be displayed as the total count of agents online (e.g. 8). It would not list the names of those agents or any other information.
- Table
  - data with multiple stats or descriptive information available in columns
- Grid
  - a simple table arranged in a grid format to maximize the amount of data
- Note
  - a text box in case textual information is needed for the board
- Iframe
  - displays external web sites or resources

Card Data

4. Data is the content of the card.

Data can be modified after a card has been created
This tab has variable options based on the chosen card type.
Also included in the Data tab is the option to "Add Alert". If the data set reaches a configured threshold, alerts can be set-up to change the color of the data and to provide a browser notification.

Available Data Options for Each Type:

Line Chart

Abandoned Calls (Calls)
Average Hold Time (Seconds)
Average Talk Time (Seconds)
Average Wait Time (Seconds)
Calls Handled (Calls)
Calls Forwarded (Calls)
Calls to Voicemail (Calls)
Call Volume (Calls)
Total Talk Time (Seconds)
Average Handle Time (Seconds)
Peak Active Calls (Calls)
Calls Waiting (Calls)
Abandon Rate (Percent)
Service Level (Percent)

Gauge

Active Calls (Calls)
Calls Waiting (Calls)
Longest Wait (Minutes)
Agents Online (Agents)
Agents Idle (Agents)
Abandoned Calls (Calls)
Average Hold Time (Seconds)
Abandon Rate (Percent)
Average Talk Time (Seconds)
Average Wait Time (Seconds)
Calls Handled (Calls)
Calls Forwarded (Calls)
Service Level (Percent)
Total Talk Time (Seconds)
Calls to Voicemail (Calls)
Call Volume (Calls)
Assisted Calls (Calls)
Callbacks (Calls)
Custom Data Source (provide data via a web resource)

Single Stat

Table

Agents
Call Queues
Calls Waiting
Custom Data Source (provide data via a web resource)

Grid

Agents

Note

Note Content

IFrame

Iframe URL (The URL must either be hosted on the same domain as this application or must support Cross-Origin Resource Sharing)

5. Once the data to display is selected, you will be asked to set specific information about the data, such as Breakdowm or Time Period to capture.

Breakdown

Some Data only allows Aggregate or Per Queue

Some include an additional Per Agent option

Aggregrate will combine all stats for all queues/agents and display the averages for everything. Per Queue or Per Agent will break down the information into individual stats

Time

Rolling

Will display the data for the specified time. For example, if 24 hours is chosen, it will show the data for the last 24 hours, and as the date continues, will update to display only the last 24 hours from the time of viewing. Rolling allows a continuous look at the data, if you would like to display information from a specific time of the day, choose Daily not Rolling