About Dashboards

The Webex Contact Center Management Portal landing page provides the following dashboards:

  • Entry Point - Site level Dashboard (default)

  • Contact Center Overview - Realtime

  • Contact Center Overview - Historical

  • Agent State Data - Realtime

For detailed information about the visualizations available in each dashboard, see the section Visualization in the Cisco Webex Contact Center Analyzer User Guide.

You can access the dashboards from the drop-down list at the top-left corner of the Dashboard tab.

Note

The dashboard summary view appears only for users whose user profile is configured as Administrator or Supervisor. The date and time information in the dashboard is displayed in the browser time zone.

Entry Point - Site Level Dashboard

Displays information about the number of contacts that are in IVR and Queues.

  • Snapshot Entry Point IVR Realtime - Chart: Indicates the number of calls that are in the IVR.

  • Entry Point Interval Realtime - Chart: Indicates the number of contacts (voice, email, and chat) per entry point in real time for a specific interval. By default, the interval is 30 minutes and the duration is from the start of the day.

  • Site Interval Realtime - Chart: Indicates the number of connected contacts (voice, email, and chat) per site in real time since the start of the day.

  • Entry Point Contact Volume - Chart: Indicates the number of connected contacts per entry point on a daily interval, for the last seven days.

Contact Center Overview - Historical

Displays information about contacts handled, contacts abandoned, and contacts in queues for a specified duration and time interval. You can use the Interval and Duration drop-down lists in the dashboard to filter the data based on the selected time interval and duration. To refresh the data, use the Refresh icon.

The following information is available:

  • Average Service Level: Indicates the percentage of contacts that are handled within the configured service level for the queue.

  • Total Contacts Handled: Indicates the total number of contacts (voice, email, social, and chat) handled.

  • Total Contacts Abandoned: Indicates the total number of contacts (voice, email, social, and chat) abandoned.

  • Average Handled Time: Indicates the average time that is taken to handle a contact (voice, email, social, and chat).

  • Longest Contact in Queue: Indicates the time in queue for the contact (voice, email, social, or chat) with the longest waiting time.

  • Contact Details in Queue: Shows the details of contacts (voice, email, social, and chat) that are currently in queue.

In addition, the Team Details - Historical dashboard displays the following information in a specified duration and time interval:

  • Teams

  • Agents in Teams

  • Agent Login

  • Contacts handled by the agents

You can filter the data using the following filters available in the dashboard:

  • Agent Name

  • Team Name

  • Interval

  • Duration

Agent State Data - Realtime

As an administrator or supervisor, you can monitor the agent state data using the Agent State Data - Realtime dashboard. The dashboard displays the following information:

  • The name of the agent.

  • The site and team to which the agent is assigned.

  • The login time of the agent.

  • The most recent known state of the agent.

  • The duration for which the agent has been in the most recent state.

  • The idle code, if the agent is in the Idle state.

The filters at the top of the dashboard enable you to display the agent state data for selected sites, teams, or agents. The list of sites, teams, or agents available in the filters depends on the teams or sites to which the administrator or supervisor has access rights. For more information, see Access Rights.

Agent State Data - Realtime dashboard provides you the ability to sign out agents based on the agent state. The most recent agent states and descriptions are available in the following table.

Most Recent State

Indicates that

Connected

The agent is connected to at least one channel. This state includes Ringing and Wrap-Up also. An icon indicates the most recently connected channel in the State Duration field.

Available

The agent is available on the desktop, but hasn’t received an active contact.

Idle

The agent has set an Idle state. Check the Idle Code field for more information.
Note

An option to forcefully sign out an agent is available, if a regular sign out is not possible. The administrator or supervisor should exercise caution while forcefully signing out the agent, as the agent's current contacts are cleared.

Note

For Chat and Email channels, when the supervisor tries to forcefully sign out an agent from the Management Portal, the agent gets signed out; but the chat session remains open. The contact clean up functionality is not available for these channels.

To sign out an agent, click Sign Out in the Action field. You receive a notification that the agent is successfully signed out.

Note

You can access the Agent State Data - Realtime dashboard only if you have View or Edit permissions to the Logout Agents module. To sign out agents, you must have Edit permissions to the module. For more information, see Module Settings.

Note

  • The Social channel type appears in the reports if your enterprise has purchased the Social Channel add-on.

  • The Deployment Name filter appears only for Cloud Connect users.

For more information about reports, see the Types of Records Available in Each Repository section in Webex Contact Center Analyzer User Guide.