Dashboards
Dashboards allow you to overview your projects’ metrics in real time through a single graphical user interface — so you can monitor your business performance at a glance. And with a single link, you can easily share your Dashboards with others or access them anytime, anywhere, on any device.
Table of Contents
- Features Overview
- Using the Dashboard
- To Access the Dashboard Editor
- To Create a New Dashboard
- To Rename a Dashboard
- To Delete a Dashboard
- Sharing Your Dashboard and Dashboard Authentication
- To Share a Dashboard
- To Revoke Access from a User
- Widgets
- To Add a New Widget to Your Dashboard
- To Delete a Widget
- To Resize a Widget
- To Move a Widget
- Filters
- To Access Filters
- To Create a Filter
- To Edit a Filter
- To View a Filter’s Scope
- Available KPIs
- Inbound statistics KPIs
- Real-time KPIs
- User-based Statistics KPIs
Features Overview
Easy customization. You can customize what data to display on your Dashboards — including the way data are presented. Change the position and size of the widgets, change the font size, or set up conditional background colors so that you get visual feedback when for example, inbound calls peak.
Real-time information. Analyze, aggregate, and visualize data about your calls, projects, and users in real time. Dashboards feature widgets — boxes displaying various kinds of real-time information — so your Dashboards always display the most important metrics you need on a single screen.
Link to-Share. You can share your Dashboards with a single link, then open it in a browser. This means that you can access your Dashboards on virtually any computing device.
40+ KPIs — and counting. To see a full list of our available KPIs, please refer to the Available KPIs section at the bottom of this page.
Using the Dashboard
To Access the Dashboard Editor
- From the VCC Live menu, select Contact Center > Dashboards.
To Create a New Dashboard
- From the VCC Live menu, select Contact Center > Dashboards.
- Press New dashboard.
- In the New dashboard pane, enter a name for your dashboard.
- Press Save.
To Rename a Dashboard
- From the VCC Live menu, select Contact Center > Dashboards.
- In the All dashboards pane, select the dashboard you want to rename.
- In the Dashboard properties pane, enter a new name for your dashboard.
- Press Save.
To Delete a Dashboard
- From the VCC Live menu, select Contact Center > Dashboards.
- In the All dashboards pane, hover your mouse over the dashboard you want to delete, then press the trash icon.
Sharing Your Dashboard and Dashboard Authentication
You can easily share your Dashboards — using a single URL — with others or access the Dashboards anytime, from anywhere, virtually on any device supporting web browsers.
An authentication screen restricts who can access the Dashboards you share using the Share link. To access a shared Dashboard, a user would need two things:
- a valid, existing VCC Live user account
- the right to access the shared Dashboard
When you share a Dashboard, users will need to log in using their login details to access the dashboard. This means that only those can access your Dashboards who have a valid VCC Live user account in the VCC Live application.
To Share a Dashboard
- From the VCC Live menu, select Contact Center > Dashboards.
- In the Dashboard properties pane, select the link to open the dashboard in your browser.
- A browser window appears displaying your online dashboard. Copy the URL link of the dashboard to share it with others.
To Revoke Access from a User
- Changing a user’s state to Inactive (in VCC Live menu > User Management > Users) will immediately terminate the user’s session, and the user will be logged out.
Widgets
Widgets are small tiles that you can add to your dashboards to populate them. Each widget displays information of a particular type, along with a title, and optional prefix, suffix and unit options. You can also set widgets to change their color depending on the value they display.
To Add a New Widget to Your Dashboard
- From the VCC Live menu, select Contact Center > Dashboards.
- In the New widget pane, enter a title for your widget.
- Optional: Enter a Prefix, Suffix, and Unit for your widget.
- Optional: Besides the New widget label, press + to add background color conditions.
- Use the Title font size, Data font size, and Unit font size controls to adjust the size of texts on the widget.
- In the Filter drop-down list, select a filter option. It controls the scope of the data displayed on the widget.
- In the Field drop-down list, select the data you want to display in the widget.
- Press Save. The widget appears on the screen.
To Delete a Widget
- On the widget you want to delete, press the trash icon.
To Resize a Widget
- Drag the symbol on the left-right corner of the widget, start moving it inwards or outwards to decrease or increase the size of the widget, then once you’re happy with the size of the widget, release the drag.
To Move a Widget
- Drag and drop a widget to move it around or to change the widgets’ order.
Filters
Filters, as their name suggests, are used to define the scope of data displayed on your dashboard’s widgets.
To Access Filters
- From the VCC Live menu, select Contact Center > Dashboards.
- Select the Filters tab.
- Refer to the All filters sheet.
To Create a Filter
- From the VCC Live menu, select Contact Center > Dashboards.
- Select the Filters tab.
- Press New filter.
- Enter a name and description for your filter.
- Use the Choosing projects, Choosing queues, Choosing agents panes to define the scope of the data used.
- In the text fields, start typing, for example the name of a project, project folder, team, queue or agent. Any projects, project folders, teams, or queues match the word or word chunks you are typing in, will be included in the data scope.
- Press Save.
To Edit a Filter
- From the VCC Live menu, select Contact Center > Dashboards.
- Select the Filters tab.
- In the All filters sheet, select the filter you want to edit.
- In the Edit filter pane, edit the details you need.
- Press Save.
To View a Filter’s Scope
- From the VCC Live menu, select Contact Center > Dashboards.
- Select the Filters tab.
- Refer to the Filter information sheet, select the filter you want to edit.
Available KPIs
There are a lot of KPIs available in Dashboard, and they are separated into two categories: Inbound statistics KPIs and User-based Statistics KPIs. Below, you can see a comprehensive list of KPIs in each category.
Inbound statistics KPIs
| Name | Description |
|---|---|
| Picked up in time (SLA) | The number of inbound calls answered by the agent within the SLA. |
| Picked up after time | Number of calls answered by an agent after the predefined SLA timeframe. |
| Disconnected in queue within SLA | Number of calls disconnected while in a queue, within the predefined SLA timeframe. |
| Disconnected in IVR | Number of calls disconnected in the IVR. |
| Time in IVR | Time spent in the Interactive Voice Response (IVR – a call is handled by an automated service, before a client is connected to an agent or disconnected). |
| Time in queue | The time the client spent in the queue. |
| Talk Time | Length of the conversation. Call on hold is not included. |
| Early | Number of calls in the queue disconnected within 5 seconds. |
| Disconnected in Queue After SLA | Number of disconnected calls in a queue that exceeded the SLA timeframe. |
| Average waiting time of calls hanged up in queue | The average time the client spent in the queue before hanging up the call. |
| Afterwork | Number of times when agents entered Afterwork status during the specified period. |
| Repeated calls count | Number of calls that are taking place more than once. |
Real-time KPIs
Note: The Break codes on your account also appear separately in the list of real-time KPIs, therefore you can display the number of agents currently on individual breaks one by one.
| Name | Description |
|---|---|
| Afterwork (A) | Number of agents in Afterwork status. |
| All agents | Number of agents logged in to the project. |
| At Agent | Number of calls connected to agents. |
| Available (A) | Number of agents in Available status. |
| Being Transferred | Displays transferred calls. (The value is only displayed once the calls are transmitted in attended transfer or after the transfer completed during normal transfer. If a transfer hasn’t reached yet the agent within the inbound processes, it displays a blank value.) |
| Break (A) | Number of agents in Break status. |
| Calls In Progress | Number of calls in progress. (Handled by the Dialer algorithm, not yet assigned to an agent.) |
| Calls Needed | Number of calls required to be initiated in order to keep all agents in Call status. The value is calculated by the Predictive Dialer algorithm. |
| Chat (A) | Number of agents in Chat status. |
| Custom Call (A) | Number of agents in Custom Call status. |
| Email Status | Number of agents in Email status. |
| Failed Calls | Number of initiated calls that have been recently allocated an Unavailable or Temporarily Not Available disposition. It is recommended to monitor this number for an extended period of time (at least 5 to 60 minutes) to get a better understanding of overall performance. |
| In Call | Number of agents in Call status. |
| In Queue After SLA | Number of calls in the queue that exceeded the SLA. |
| In Queue Within SLA | Number of calls in the queue within the SLA. |
| In Queue | Number of calls in the queue. |
| In The IVR | Number of calls in the IVR, before entering a queue. |
| Longest Waiting Time | Maximum time a currently waiting customer has spent in a queue. |
| Ongoing Calls | Number of calls in progress. Includes all calls that reached the client’s phone number (Before Queue + in Queue Within SLA + In Queue After SLA + At Agent). |
| Prework (A) | Number of agents in Prework status. |
| Ticket (A) | Number of agents in Ticket status. |
| Waiting for recall (A) | Number of agents in Waiting for recall status. |
User-based Statistics KPIs
| Name | Description |
|---|---|
| Folder | The folder that contains the project. |
| Team | The team the user is assigned to. |
| Username | The name that uniquely identifies a user in VCC Live. |
| Project ID | Project identifier number. It is generated when a project is created. |
| Database Size | Number of records in a database. |
| Instantly Callable | Number of records available to be called at a given moment. The system considers next_contact, which is then handled by the dialer. Callbacks that already belong to agents, Dropped calls, and voicemails are excluded. |
| Available to Call | Records still to be called that have anything apart from a Finished disposition. |
| Hourly Wage | An agent’s previously set hourly wage. The cost of the agent is calculated by this wage. To set up the wage, navigate to: VCC Live menu -> User management -> Users -> Contact details & notifications pane -> Hourly Wage |
| Dropped | Total number of Dropped calls during a given period. |
| All Dispositions | All calls with allocated dispositions (Sum of calls with Not reached + Reached + Success dispositions). |
| Reached | Number of calls allocated a Reached and Success disposition during a given period. |
| Successful | Number of calls allocated a Success disposition during a given period. |
| Success (%) | Success percentage value, as per the following formula: number of Success calls / number of Reached calls, during a given period. |
| Expected Success Ratio (%) | Percentage value of Expected Success Ratio, which is defined as a project KPI. |
| Success/Hour | Number of Success dispositions per hour. Hour is determined by Total Login Time. |
| Expected Success/Hour | Expected number of Success dispositions per hour. Hour is determined by Total Login Time. |
| Call/Logged In | Time per hour spent in Call. Hour is defined by Total Login Time. |
| Agent Commission | Agent fee, as specified in Dispositions > General settings > Agent commission |
| CC Commission | Call center fee, as specified in Dispositions > General settings > Call center commission |
| Call Cost | Costs charged for the call. |
| Reached/All dispositions | Ratio value as per the following formula: number of Reached records / number of All dispositions, during a given period. |
| Total Login Time | Time spent between login and logout during a given period. |
| Total Login Time Excluding Breaks | Time spent between login and logout during a given period, not including time spent on breaks. |
| Unavailable (Duration) | Total time spent in Unavailable status. (I.e. after logging in and before selecting a project.) |
| Available (Duration) | Total time spent in Available status (I.e. after logging in to a project and before starting to work on a record.) |
| Waiting for Callback (Duration) | Total time spent in Waiting for Call status. (I.e. idle time until the agent is connected to a call.) |
| Prework (Duration) | Total time spent in Prework status (I.e. after opening a record and before initiating the call). Available in Manual mode only. |
| Ringing | Total time spent in Ringing status. (I.e. after initiating a call and before the customer answering the call.) Available only in Manual mode. |
| Ringing In (Duration) | Total time spent in Ringing In status. |
| Ringing Out (Duration) | Total time spent in Ringing Out status. |
| Call (Duration) | Total time spent in Call status. (I.e. the agent and the customer are connected and the conversation is in progress.) |
| Hold (Duration) | Total time spent while on Hold. (I.e. the call is not terminated, yet a conversation is not possible until the call is removed from Hold to Call status. This can happen multiple times during one conversation.) |
| Inbound Attended Transfer (Duration) | Total time spent in Inbound Attended Transfer Status. |
| Outbound Attended Transfer (Duration) | Total time spent in Outbound Attended Transfer Status. |
| Afterwork (Duration) | Total time spent in Afterwork status. (I.e. after ending the call and before the agent defines a disposition.) |
| Email (Duration) | Total time the agent spent in Email status. (I.e. reading and replying to emails.) |
| Ticket (Duration) | Total time the agent spent in Ticket status. (I.e. reading and replying to tickets.) |
| Tickets | The number of created tickets. |
| Chat (Duration) | Total time spent in Chat status. |
| Break (Duration) | Total time spent in Break status. It is an important efficiency measure, which should be verified per agent as per the following formula: Break (duration) / Total login time (duration). It is recommended to keep the resulting value below 0,18. |
| Break | Total number of Break status occurrences by all agents. |
| Custom Ringing (Time) | Total time spent in Custom ringing status. (I.e. after initiating a custom call and before the customer answers that call.) Available in Manual mode only. |
| Custom Ringing In (Duration) | Total time spent in Custom Ringing In status. |
| Custom Ringing Out (Duration) | Total time spent in Custom Ringing Out status. |
| Custom Ringing | Total number of records in Custom ringing status. (I.e. after initiating a custom call and before the customer answers that call.) Available in Manual mode only. |
| Custom Ringing In | Total number of Custom RInging status occurrences where a transfer of Custom call is received. |
| Custom Ringing Out | Total number of Custom RInging status occurrences where a transfer of Custom call is initiated. |
| Custom Hold (Duration) | Total time spent in Custom hold status. (I.e. the call is not terminated, yet a conversation is not possible until the custom call is removed from Hold to Call status.) |
| Custom Hold | Total number of Custom hold status occurrences. (I.e. the call is not terminated, yet a conversation is not possible until the custom call is removed from Hold to Call status.) |
| Custom Call (Duration) | Total time spent in Custom call status. (I.e. a call the agent and the customer agreed on previously, and the conversation is in progress.) |
| Custom Call | Total number of Custom call status occurrences. (I.e. a call the agent and the customer agreed on previously, and the conversation is in progress.) |
| Transfer To Agent Status | Total time spent in Transfer to Agent status (I.e. the call is being transferred to another agent + the transferred call is in progress). |
| Handling Time | The time the agent spent working on the record. Includes Prework, Ringing, Talk time, After call work. If no agent was connected, the value is zero. |
| Handle Time | Sum of time durations spent on working on chat sessions. This metric considers all chat sessions. |
| Efficient Time | Efficiency within a given period. It is a ratio value shown as minutes / hour as per the following formula: total time spent in Call status / Total Login Time. This parameter does not include breaks, so ‘time spent in Call status’ / ‘Login time including breaks’ results a higher number. This is an important efficiency measure. For Manual dialing mode, it should be approx. 20 mins, for Predictive dialing mode it should be approx. 30-45. |
| Efficiency (%) | Daily efficiency presented as percentage. It is calculated as Efficient time / hour. For example, an efficiency time of 00:36:00 means 36/60, which would be 60%. |
| Avg. Available | The average length of Available status. It is based on ‘total time spent in Available status’ / the number of occurrences of ‘Available status’. |
| Avg. Prework | The average length of Prework status. It is based on ‘total time spent in Prework status’ / the number of occurrences of ‘Prework status’. |
| Avg. Ringing Time | The average length of Ringing status. It is based on ‘total time spent in Ringing status’ / the number of occurrences of ‘Ringing status’. |
| Avg. Call Time | The average length of Call status. It is based on ‘total time spent in call status’ / the number of occurrences of ‘Call status’. |
| Avg. Afterwork Time | The average length of Afterwork status. It is based on ‘total time spent in Afterwork status’ / the number of occurrences of ‘Afterwork status’. |
| Avg. Handle Time | The average length of handling calls. Includes Prework, Ringing status, Talk time, After call work. If no agent was connected, the value is zero. |
| Outbound Calls | Total number of outbound Call status occurrences. |
| Outbound Calls (Duration) | Total time of outbound Call status durations. |
| Inbound Calls | Total number of inbound Call status occurrences. |
| Inbound Calls (Duration) | Total time of inbound Call status durations. |
| Chats | Total number of chat sessions. |
| Chats Answered Within SLA | Number of chat sessions answered by the agent within the SLA. |
| Chats Answered After SLA | Number of chat sessions answered by the agent that exceeded the SLA. |
| Emails Answered Within SLA | Number of inbound emails answered by the agent within the SLA. |
| Emails Answered After SLA | Number of inbound emails answered by the agent that exceeded the SLA. |
| Break: technical (Duration) | Total time of technical Break status durations. Technical break is the system-default break code in VCC Live – it is applied when an incoming call is not answered by the agent in time (‘in time’ means the time specified in Agent ring time (sec) once a Queue is set up in your project’s inbound processes). It is useful to spot occurrences when agents do not manage to pick up incoming calls. For more information, visit our tutorial on the User State Log. |
| Break: technical | Number of technical Break status occurrences. Technical break is the system-default break code in VCC Live – it is applied when an incoming call is not answered by the agent in time (‘in time’ means the time specified in Agent ring time (sec) once a Queue is set up in your project’s inbound processes). It is useful to spot occurrences when agents do not manage to pick up incoming calls. For more information, visit our tutorial on the User State Log. |
| After Soft Deadline | This lists the number of tickets that passed the predefined soft deadline, but not yet reached the hard deadline. |
| Before Soft Deadline | This lists the number of tickets that did not reach the predefined soft deadline. |
| Closed Tickets | This lists the number of closed tickets. |
| Before Soft Deadline (%) | This is a percentage value, calculated as: “Number of tickets before soft deadline” / (“Number of tickets before soft deadline” + “Number of tickets before soft deadline”) |
| Emails | This lists the number of incoming emails, including the ones that came as a reply for a ticket. |
| Avg. Emails Assigned to Ticket Time | The average time spent on assigning emails to tickets. |
| Received Emails | The number of incoming, received email messages. |
| Emails Assigned to Ticket | The number of emails assigned to a ticket. |
| Emails Assigned to Ticket Time | The total time spent on assigning emails to tickets. |
| Emails without Ticket, within SLA (only in the Dashboard) | The number of incoming emails with no assigned ticket, within the SLA. |
| Emails without Ticket, after SLA (only in the Dashboard) | The number of incoming emails with no assigned ticket, with its SLA overdue. |
| Closed Tickets | The number of closed tickets. |
| Before Soft Deadline (only in the Dashboard) | The number of tickets that did not reach the predefined soft deadline. |
| After Soft Deadline (only in the Dashboard) | The number of tickets that passed the predefined soft deadline, but not yet reached the hard deadline. |
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