Missed interactions dashboards

With this dashboard, get data on missed interactions to help you optimize operations. This can include the following:

  • Adjust staffing levels: Add staffing at times when missed interactions are at a high volume.

  • Identify skills gaps: Identify agents who need additional training.

  • Provide additional support: Identify agents who are actively missing interactions so supervisors can step in to help.

  • Optimize routing: Identify opportunities to optimize session routing to reduce missed interactions.

Use the dashboards

To use the dashboards, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Missed Interactions. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears.

  2. Click Calls or Chats.

  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:

    • Agent Name: by agent name

    • Agent ID: by agent ID

    • Agent Custom ID: by a custom agent identifier

    • Agent Email: by assigned agent email address

    • Agent Teams: by one or multiple teams

    • Location: by one or multiple locations

    • Call ID: by call ID

    • Call Type: by call or chat type—for example, IVR or Messaging

    • Direction: by call or chat direction—for example, inbound or outbound

    • Projection Result: by the reason that the interaction was missed

    • Projection Status: by how the interaction was missed

    • Phone Number: by phone number

    • Answered By: by who or what answered the interaction

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

Tiles

These dashboards contain the following metrics tiles:

  • Total Missed Calls or Total Missed Chats: the number of sessions that were unanswered or declined by agents

  • Total Missed Call Time or Total Missed Chat Time: the total amount of missed session time due to agents being in an unavailable status

  • Avg Missed Call Time or Avg Missed Chat Time: the average amount of missed session time due to agents being in an unavailable status

Tables

This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.

  • Agent Details: detailed information for each missed session

For more information, see [Use dashboards][dashboards-use-dashboards].