Channel Interval dashboards

With the Channel Interval Dashboard Calls and Channel Interval Dashboard Chats 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. View metrics for total queue interactions and interactions handled, abandoned, failed, and transferred. View day-to-day trend lines for SLA, average handle time, queue time, CSAT, and transfers. These dashboards can help with business forecasting and resource planning.

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 date 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:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can enter 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: Filter results to this time range.

    • Queue: Filter by queue.

    • Queue Group: Filter by queue group.

    • Team Filter: Filter by one or more teams.

    • Location: Filter by one or more locations.

    • Interaction Type: Filter by one or more interaction types.

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

Tiles

These dashboards contain the following numeric tiles. The Previous Value is the value from the last quarter. An arrow indicates the percentage increase or decrease from the last quarter.

  • Total Queue Interactions: The number of interactions in the queue.

  • Total Handled: The number of interactions handled by agents. This includes interactions that agents received from a queue and interactions that were directly assigned to an agent and never entered a queue.

  • Total Queue Abandons: The number of interactions 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.

  • Total Failed: 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.

  • Total Transfers: The number of transfers.

These dashboards contain the following trend line tiles. When you filter for a single day, the trend line displays 30-minute intervals. When you filter for multiple days, the trend line displays intervals of one day. Click a point on the line for any interval to display the Service Level Trend table for that interval.

  • Service Level Trend: The trend of SLA percentage.

  • AHT Trend: The trend of average handle time.

  • Queue Time Trend: The trend of time spent in queue by contacts.

  • CSAT Trend: The trend of customer satisfaction ratings.

  • Transfer Trend: The trend of the number of transfers.