Channel interval dashboards

Preview

This feature is subject to the "Pre-GA Offerings Terms" in the General Service Terms section of the Service Specific Terms. Pre-GA features are available "as is" and might have limited support. For more information, see the launch stage descriptions.

With the Channel Interval Dashboard Calls and Channel Interval Dashboard Calls dashboards, see important contact center KPIs for call and chat interactions. View channel data in 30 minute intervals for the current week or by date for data older than a week. Use dashboard data for trend reporting, comparison studies, resourcing, and forecasting.

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 Channel Interval / Calls or Channel Interval / 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 Open calendar to select start and end dates.

        Note: The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.

4. Filter your results using the following fields:

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

   • Queue: by queue

   • Queue Group: by queue group

   • Team: by one or more teams

   • Location: by location of the agent

   • Interaction Type: by the type of interaction

5. Click Update.

Tiles

These dashboards contain the following metrics tiles:

• Total Failed Interactions: the number of interactions that were waiting in queue and were disconnected by the caller before being accepted by an agent. This doesn't include in-menu and short abandons. Also included are the number from the previous quarter and the percent change.

• Total Queue Abandons: the number of contacts that were waiting in queue and were disconnected by the contact before being accepted by an agent. This doesn't include in-menu abandons and short abandons. Also included are the number from the previous quarter and the percent change.

• Service Level Trend: the SLA percentage over time intervals

• AHT Trend: the handle time over time intervals

• Queue Time Trend: the amount of time contacts are in queue over time intervals

• CSAT Trend: the customer satisfaction rating over time intervals

• Transfer Trend: the number of transfers over time intervals