With this dashboard, get high-level performance information for your channels. Quickly assess performance and identify potential issues that might require attention, such as SLA degradation or queue jams.
In graph tiles, hold the pointer over sections of the graph to get more information.
Use the dashboard
To use the Performance Overview Dashboard, follow these steps:
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.
Click Performance Overview / Calls & Chats. The dashboard appears.
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:
Click More to view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
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.
Click
Update.
Calls
The Calls section contains the following metrics tiles:
Total Handled Calls: the number of calls handled
Service Level - Calls: the aggregated service level achieved for all call queues in your environment, as determined by the queue configuration
Queued Now: the total number of calls in the queue waiting to be assigned to an agent
Max Queue Time: the wait time of the call that has been in the queue for the longest. If the queue is empty, this metric resets to zero.
Avg Queue Time: the average time a call spent in a queue until an agent accepted it or the end-user abandoned it
ASA: the Average Speed of Answer (ASA). This is the average time that elapsed between when a call entered a queue and when an agent assigned it. ASA is only measured when an agent handles the call.
Queue Abandoned: the number of calls abandoned while waiting in a queue before connecting to an agent
Avg Queue Abandon Time: the average time that calls waited in a queue before being disconnected without an agent accepting them
Avg Vol per Hour: the average number of calls completed per hour
CSAT: the average Customer Satisfaction Score for calls
Sentiment Score: the average sentiment score for calls
Call Type Distribution: the distribution of different call types
Service Level - Calls: the aggregated service level for all call queues, as determined by the queue configuration
Average Handle Time: the average handle time for calls
Chats
The Chats section contains the following metrics tiles:
Total Handled Chats: the number of chats handled
Service Level - Chats: the aggregated service level achieved for all chat queues in your environment, as determined by the queue configuration
Queued Now: the total number of chats in the queue waiting to be assigned to an agent
Max Queue Time: the wait time of the chat that has been in the queue for the longest. If the queue is empty, this metric resets to zero.
Avg Queue Time: the average time a chat spent in a queue until an agent accepted it or the end-user abandoned it
ASA: the Average Speed of Answer (ASA). This is the average time that elapsed between when a chat entered a queue and when an agent assigned it. ASA is only measured when an agent handles the chat.
Queue Abandoned: the number of chats abandoned while waiting in a queue before connecting to an agent
Avg Queue Abandon Time: the average time that chats waited in a queue before being disconnected without an agent accepting them
Avg Vol per Hour: the average number of chats completed per hour
CSAT: the average Customer Satisfaction Score for chats
Sentiment Score: the average sentiment score for chats
Chat Type Distribution: the distribution of different chat types
Service Level - Chats: the aggregated service level for all chat queues, as determined by the queue configuration
Average Handle Time: the average handle time for chats
Virtual agent voice and chat
The following metrics are collected for virtual agent performance. Virtual agent metrics appear only if virtual agents are configured.
Total Virtual Agent Interactions: the total interactions handled by virtual agents
Total Escalations: the total number of interactions that were escalated to a human agent from a virtual agent
Fallback Rate %: the percentage of virtual agent interactions where the virtual agent stated that it did not understand the end-user's query, and the interaction resulted in a fallback response. It is calculated as the number of default fallback responses divided by the total number of virtual agent responses, multiplied by 100.
Average Responses per Second: the average number of virtual agent responses per second
Resolution Rate: the number of calls or chats that were resolved by a virtual agent without escalating to a human agent
Agent status
The Agent Status section contains the following metrics tiles:
Agent Status: a pie chart that displays the distribution of agent statuses for the date range that you specify. This includes custom statuses that you create.
Occupancy Rate: a bar chart that shows the agent occupancy rate
Voicemail
The Voicemail section contains the following metrics tiles:
Voicemails Queued: the number of voicemails that are queued and waiting to be accessed by an agent
Voicemails Handled: the number of voicemails that have been accessed by an agent