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With the All Interactions - Calls and All Interactions - Chats
dashboards,
see data on a wide variety of interaction types for calls and chats.
Use the dashboards
To use the dashboards, 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 All Interactions / Calls or All Interactions / Chats. The
dashboard appears.
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:
Click expand_moreMore 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.
Filter your results using the following fields:
Start Time and End Time: get results from only within this time
range
Queue Name: by queue name
Call ID: by call ID
Call Type: by call type—for example, IVR Inbound, IVR
Inbound mobile, or Web
Location: by geographic location
Language: by the language assigned to the queue
Direction: by the direction of the session
Queue Time, Abandon Time, Talk Time, Hold Time, and
Wrap-up Time: by a specified duration of different phases of the
session
Support Phone Number: by the public support phone number assigned to
the queue. This is for inbound interactions only.
Outbound Number: by the outbound phone number
Customer Phone Number: by the phone number that the end-user used to
call in
Failed Interaction and Failed Reason: by failed interaction and
the reason for the failure
Click Update.
Tiles
These dashboards contain the following metrics tiles:
SLA %: the percentage of interactions that were queued and answered within
the thresholds set up for each queue as configured in the portal. The data
displayed is the overall aggregated data.
Total Handled: the total number of inbound and outbound interactions that
were answered.
Total Inbound handled: the total number of Inbound Handled
interactions
Total Outbound Handled: the total number of Outbound Handled
interactions
Total Queue Abandons: the total number of interactions that joined a
queue but were abandoned before being connected to an agent
Avg Queue Abandon Time: the average amount of time that an end-user
waited in queue before abandoning the session
Avg Queue Time: the average queue time that an end-user waited in a
queue prior connecting with an agent
ASA: the average time that contacts waited in a queue before being
connected to an agent. The calculation is only based on interactions that were
handled and does not consider abandons.
Avg Talk Time or Avg Chat Time: the average time an agent
actively talked or chatted across all interactions
Avg Hold Time: the average across all interactions where an agent placed
the contact on hold. This is only available for calls.
Avg Handle Time: the average time elapsed from when an agent was assigned
a Call or Chat, to when they ended the wrap-up phase. For Calls,
this is the sum of the talk time, hold time, and wrap up time. For Chats,
this is the sum of the chat time and wrap up time.
CSAT: the end-user satisfaction awarded to the session. If there are
transfers, this is only available on the final interaction.
Max Concurrent Accepts: the maximum number of interactions that were
accepted during the date or time threshold applied by the filters
Voicemails Received: the total number of voicemails received
Voicemails Handled: when a customer leaves a recorded message, an agent is
assigned to the interaction. Voicemail Read indicates only whether the
voicemail was assigned to an agent.
SLA by 30 minute interval: shows SLA achievements in 30-minute
intervals for a single day. If multiple days are selected, the intervals adjust
to display daily results.
Max Concurrent Accepts: the maximum number of interactions that were
accepted during the date or time threshold applied by the filters
Table
These dashboards contain the following metrics table. Hold the pointer over a
table heading to see its description.
Call Queue Metrics (Historical): displays the historical metrics for all
calls and chats.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe \u003cstrong\u003eAll Interactions - Calls\u003c/strong\u003e and \u003cstrong\u003eAll Interactions - Chats\u003c/strong\u003e dashboards provide comprehensive data on various interaction types for both calls and chats, which can be found in the CCAI Platform portal under \u003cstrong\u003eDashboard > Advanced Reporting\u003c/strong\u003e.\u003c/p\u003e\n"],["\u003cp\u003eUsers can customize the data displayed by selecting specific date ranges, including preset or custom options up to 45 days, and filter results using a wide variety of criteria such as \u003cstrong\u003eQueue Name\u003c/strong\u003e, \u003cstrong\u003eCall ID\u003c/strong\u003e, \u003cstrong\u003eCall Type\u003c/strong\u003e, and more.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboards include metric tiles like \u003cstrong\u003eSLA %\u003c/strong\u003e, \u003cstrong\u003eTotal Handled\u003c/strong\u003e, \u003cstrong\u003eAvg Queue Time\u003c/strong\u003e, \u003cstrong\u003eASA\u003c/strong\u003e, \u003cstrong\u003eAvg Talk Time\u003c/strong\u003e or \u003cstrong\u003eAvg Chat Time\u003c/strong\u003e, \u003cstrong\u003eAvg Handle Time\u003c/strong\u003e, \u003cstrong\u003eCSAT\u003c/strong\u003e, as well as the \u003cstrong\u003eCall Queue Metrics (Historical)\u003c/strong\u003e table.\u003c/p\u003e\n"],["\u003cp\u003eThe Pre-GA features, including the interactions dashboards, are available "as is" and may have limited support, as per the "Pre-GA Offerings Terms".\u003c/p\u003e\n"]]],[],null,["# All interactions dashboards\n\nWith the **All Interactions - Calls** and **All Interactions - Chats**\ndashboards,\n\n\nsee data on a wide variety of interaction types for calls and chats.\n\nUse the dashboards\n------------------\n\nTo use the dashboards, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **All Interactions / Calls** or **All Interactions / Chats**. The\n dashboard appears.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **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.\n4. Filter your results using the following fields:\n\n - **Start Time** and **End Time**: get results from only within this time\n range\n\n - **Queue Name**: by queue name\n\n - **Call ID**: by call ID\n\n - **Call Type** : by call type---for example, **IVR Inbound** , **IVR\n Inbound mobile** , or **Web**\n\n - **Location**: by geographic location\n\n - **Language**: by the language assigned to the queue\n\n - **Direction**: by the direction of the session\n\n - **Queue Time** , **Abandon Time** , **Talk Time** , **Hold Time** , and\n **Wrap-up Time**: by a specified duration of different phases of the\n session\n\n - **Support Phone Number**: by the public support phone number assigned to\n the queue. This is for inbound interactions only.\n\n - **Outbound Number**: by the outbound phone number\n\n - **Customer Phone Number**: by the phone number that the end-user used to\n call in\n\n - **Failed Interaction** and **Failed Reason**: by failed interaction and\n the reason for the failure\n\n5. Click **Update**.\n\nTiles\n-----\n\nThese dashboards contain the following metrics tiles:\n\n- **SLA %**: the percentage of interactions that were queued and answered within\n the thresholds set up for each queue as configured in the portal. The data\n displayed is the overall aggregated data.\n\n- **Total Handled**: the total number of inbound and outbound interactions that\n were answered.\n\n- **Total Inbound handled** : the total number of **Inbound Handled**\n interactions\n\n- **Total Outbound Handled** : the total number of **Outbound Handled**\n interactions\n\n- **Total Queue Abandons**: the total number of interactions that joined a\n queue but were abandoned before being connected to an agent\n\n- **Avg Queue Abandon Time**: the average amount of time that an end-user\n waited in queue before abandoning the session\n\n- **Avg Queue Time**: the average queue time that an end-user waited in a\n queue prior connecting with an agent\n\n- **ASA**: the average time that contacts waited in a queue before being\n connected to an agent. The calculation is only based on interactions that were\n handled and does not consider abandons.\n\n- **Avg Talk Time** or **Avg Chat Time**: the average time an agent\n actively talked or chatted across all interactions\n\n- **Avg Hold Time**: the average across all interactions where an agent placed\n the contact on hold. This is only available for calls.\n\n- **Avg Handle Time** : the average time elapsed from when an agent was assigned\n a **Call** or **Chat** , to when they ended the wrap-up phase. For **Calls** ,\n this is the sum of the talk time, hold time, and wrap up time. For **Chats**,\n this is the sum of the chat time and wrap up time.\n\n- **CSAT**: the end-user satisfaction awarded to the session. If there are\n transfers, this is only available on the final interaction.\n\n- **Max Concurrent Accepts**: the maximum number of interactions that were\n accepted during the date or time threshold applied by the filters\n\n- **Voicemails Received**: the total number of voicemails received\n\n- **Voicemails Handled** : when a customer leaves a recorded message, an agent is\n assigned to the interaction. **Voicemail Read** indicates only whether the\n voicemail was assigned to an agent.\n\n- **SLA by 30 minute interval**: shows SLA achievements in 30-minute\n intervals for a single day. If multiple days are selected, the intervals adjust\n to display daily results.\n\n- **Max Concurrent Accepts**: the maximum number of interactions that were\n accepted during the date or time threshold applied by the filters\n\nTable\n-----\n\nThese dashboards contain the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Call Queue Metrics (Historical)**: displays the historical metrics for all calls and chats."]]
Open calendar to select start and end dates.
Update.