User-Based Statistics

User-based statistics can show all your in- and outgoing interactions with the possibility of filtering them with parameters such as Team or Agent. Our dynamic filtering section allows you to select one or more agents, teams, and therefore create the statistics table you actually need.

Table of Contents

• Where can I find User-based statistics screens?
• To filter and search results
• Column presets
• What are column presets?
• Create and edit presets
• To create a column preset
• To edit a column preset
• Does creating a new preset affect my previously added presets?
• Export Raw Data
• Enter Full-Screen
• Auto-refresh
• User-Based Statistics Overview

User-based statistics can show all your in- and outgoing interactions with the possibility of filtering them with parameters such as Team or Agent. Our dynamic filtering section allows you to select one or more agents, teams, and therefore create the statistics table you actually need.

Tip: You can also download the User-based statistics via API, read about it here

Where can I find User-based statistics screens?

You can find two types of user-based statistics:

• A project-independent, global statistics table that can search in all projects in VCC Live. You can access this via VCC Live menu > Logs and statistics > User-based statistics.
• A project-specific statistics table can show data only for the selected project. You can access these via project > Logs and statistics > User-based statistics.

To filter and search results

1. Set the date range of your search: with the date range picker tool in the upper-right corner, you can choose the period of time you want to examine. Select a start and end date or choose one of the most common filtering options, such as today, yesterday or last month.
2. Arrange the order of dimensions (Project, User Date). If you are using a User-based statistics table within a project, then only the User and Date dimensions are available.
3. Select one or more Users or Teams to further narrow down your results.
   • With the Users section, you can specify your filter parameters with two dropdown menus. The first one lets you choose a specific user group: Agents (default setting), Supervisors or All users. The second one lets you select specific user(s) for your search criteria. This means that by selecting a user from the list, you can filter results to have entries that belong only to the user(s) you have selected in this pane.
4. Press Search.
5. Check your results either:
   • In VCC Live’s native screen, or
   • By copying it to your clipboard and pasting it in the software of your choice, or
   • By exporting it in .txt

Tip: In case you want to perform another search with different filtering parameters, you remove all your filter settings by clicking on Reset Filters.

Tip: Quicken up setting your filtering settings by simply starting to type the name of the Team, User or Project you want to include.

To customize the table to your needs, your can select the columns you want to see and the ones you want to hide. Save these as presets, so next time you want to search or filter results from the User-based statistics window you just need to select the preset you saved.

Column presets

What are column presets?

Using the new Column Presets interface, you can create predefined sets of column layouts. In each preset, you can define which columns to display or hide, as well as in what order, so you can switch between the presets at any time and use the one you need the most.

Please note that the default column preset can not be edited.

To access Column Presets, select Column Presets from the Action menu or press the Columns icon in the table header.

Features Overview

• Create, update, rename, and delete column presets.
• Choose which columns to display or hide.
• Set up column arrangements to use in different scenarios.
• Define your columns’ display order.
• View which user and when modified a preset.
• The column presets are shared across all users.
• The default column preset shows the same columns that were in Global Call statistics.
• Similarly, the default column preset for project-specific stats shows the same columns that were in the project-specific call stats.

Create and edit presets

To create a column preset

1. Click on the columns icon on the right-hand side of the table
2. Select Manage Column Presets
3. Click on the Menu icon (three dots vertically), and select Add new preset
   • You can find the ‘Add new preset’ option as a ‘+’ sign in the Column presets window, or in the ‘…’ menu too.
4. Enter a name and click on the checkmark icon.
5. Drag and drop your selected columns from left to right. The columns are grouped in sections thematically. You can also double-click on a column’s name to add/remove it.
6. In the Added columns pane, drag and drop your columns vertically to rearrange them.
7. Click Save Changes, or Save and use to see it in action right away.

To edit a column preset

1. Click on the columns icon on the right hand side of the table
2. Select Manage Column Presets
3. Select one of the presets.
4. Drag and drop columns in order to set the preset you want.
5. Click Save Changes, or Save and use to see it in action right away.

Does creating a new preset affect my previously added presets?

Not at all – column presets are independent of one another, and creating a new one does not interfere with your already existing ones.

Tip: Change the layout density of your statistics by toggling the Density switch icon next to the Actions button.

Export Raw Data

The Export Raw Data works similarly to Export: what makes it different is that it exports the results of a search query without including cumulated statistics data per dimension. This would result in lines of data that have information in every cell. This makes it possible to use the exported data only and create your own statistics and functions tailored to your needs in your preferred spreadsheet manager software.

1. Click on Actions
2. Select Export Raw Data only..
3. Save the export file, then open it.

Tip: You can receive your favorite KPIs daily in email by using Mass export, learn more about it here

Enter Full-Screen

Statistics windows now can be used in full-screen mode, using F11 or the square-shaped icon in the upper right-hand corner.
You can set the background color of the full-screen view, along with the displayed font size and color

To adjust the full screen settings:

1. Navigate to VCC Live menu > Contact Center > Global Settings > Appearance
2. Set the background color, font color and font size.

Auto-refresh

The auto-refresh feature keeps the displayed data up-to-date. It refreshes the window’s contents in every 10 seconds, which can be adjusted. It works in full-screen mode too.

To adjust auto-refresh

1. Navigate to the upper right-hand corner of the User-Based Statistics window.
2. Next to the Actions button, select your preferred setting for auto-refresh:
   • Disable
   • Every 10 seconds
   • Every 30 seconds
   • Every 60 seconds

Tip: During auto-refresh, new projects created in the system won’t automatically appear. You will need to close and open the User-based statistics again. Expanding rows is also disabled during auto-refresh.

User-Based Statistics Overview

Below you can find a list of the default column preset’s available columns. We wanted to create a table where all the necessary columns are available – therefore, these include the columns of Global Call statistics as well.