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.

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 data 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. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type 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: get results from only within this time range

    • Queue: by queue

    • Queue Group: by queue group

    • Team: by one or more teams

    • Location: by location of the agent

    • Interaction Type: by the type of interaction

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

Tiles

These dashboards contain the following metrics tiles:

  • Total Failed Interactions: 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. Also included are the number from the previous quarter and the percent change.

  • Total Queue Abandons: the number of contacts 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. Also included are the number from the previous quarter and the percent change.

  • Service Level Trend: the SLA percentage over time intervals

  • AHT Trend: the handle time over time intervals

  • Queue Time Trend: the amount of time contacts are in queue over time intervals

  • CSAT Trend: the customer satisfaction rating over time intervals

  • Transfer Trend: the number of transfers over time intervals