All interactions dashboards

With the All Interactions - Calls and All Interactions - Chats dashboards, see data on a wide variety of interaction types for calls and chats.

Use the dashboards

To use the dashboards, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

  2. Click All Interactions / Calls or All Interactions / Chats. The dashboard appears.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset data range. To do this follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

    • Select a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Click the calendar icon to see the calendar. Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Start Time and End Time: get results from only within this time range

    • Queue Name: by queue name

    • Call ID: by call ID

    • Call Type: by call type—for example, IVR Inbound, IVR Inbound mobile, or Web

    • Location: by geographic location

    • Language: by the language assigned to the queue

    • Direction: by the direction of the session

    • Queue Time, Abandon Time, Talk Time, Hold Time, and Wrap-up Time: by a specified duration of different phases of the session

    • Support Phone Number: by the public support phone number assigned to the queue. This is for inbound interactions only.

    • Outbound Number: by the outbound phone number

    • Customer Phone Number: by the phone number that the end-user used to call in

    • Failed Interaction and Failed Reason: by failed interaction and the reason for the failure

  5. Click Click the update icon to update. Update.

Tiles

These dashboards contain the following metrics tiles:

  • SLA %: the percentage of interactions that were queued and answered within the thresholds set up for each queue as configured in the portal. The data displayed is the overall aggregated data.

  • Total Handled: the total number of inbound and outbound interactions that were answered.

  • Total Inbound handled: the total number of Inbound Handled interactions

  • Total Outbound Handled: the total number of Outbound Handled interactions

  • Total Queue Abandons: the total number of interactions that joined a queue but were abandoned before being connected to an agent

  • Avg Queue Abandon Time: the average amount of time that an end-user waited in queue before abandoning the session

  • Avg Queue Time: the average queue time that an end-user waited in a queue prior connecting with an agent

  • ASA: the average time that contacts waited in a queue before being connected to an agent. The calculation is only based on interactions that were handled and does not consider abandons.

  • Avg Talk Time or Avg Chat Time: the average time an agent actively talked or chatted across all interactions

  • Avg Hold Time: the average across all interactions where an agent placed the contact on hold. This is only available for calls.

  • Avg Handle Time: the average time elapsed from when an agent was assigned a Call or Chat, to when they ended the wrap-up phase. For Calls, this is the sum of the talk time, hold time, and wrap up time. For Chats, this is the sum of the chat time and wrap up time.

  • CSAT: the end-user satisfaction awarded to the session. If there are transfers, this is only available on the final interaction.

  • Max Concurrent Accepts: the maximum number of interactions that were accepted during the date or time threshold applied by the filters

  • Voicemails Received: the total number of voicemails received

  • Voicemails Handled: when a customer leaves a recorded message, an agent is assigned to the interaction. Voicemail Read indicates only whether the voicemail was assigned to an agent.

  • SLA by 30 minute interval: shows SLA achievements in 30-minute intervals for a single day. If multiple days are selected, the intervals adjust to display daily results.

  • Max Concurrent Accepts: the maximum number of interactions that were accepted during the date or time threshold applied by the filters

Table

These dashboards contain the following metrics table. Hold the pointer over a table heading to see its description.

  • Call Queue Metrics (Historical): displays the historical metrics for all calls and chats.