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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.
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 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.
Click Update.
Calls
For Calls, the following metrics appear:
Queued Now: the total number of calls in the queue that are waiting to be
assigned to an agent
Max Queue Time: the wait time of the interaction that has been in the
queue for the longest. If the queue is empty, this resets to zero.
Average Speed of Answer (ASA): the average time that elapsed between when
an interaction entered a queue and when it was assigned to an agent. ASA is
only measured in cases where the call is actually handled by an agent.
Avg. Vol. per Hour: the average number of interactions completed per hour
Queue Abandoned: the number of requests that are abandoned while waiting
in a queue before connecting to an agent
CSAT (Customer Satisfaction Score): the average CSAT
score
Call Type Distribution: the distribution of different call types
Service level - Calls: the aggregated service level that has been achieved
for all the queues within your environment, as determined by the queue
configuration
Average Handle Time: the average handle time for calls. Hold your pointer
over sections of the bar graph to see what they indicate.
Chats
For Chats, the following metrics appear.
Max Queue Time: the time of the interaction that has been in the queue for
the longest. If the queue is empty, this will reset to zero
Average Speed of Answer(ASA): the average speed of answer for chats.
Average time that elapsed between when an interaction entered a queue and when
it was assigned to an agent. ASA is only measured in instances where the chat
is ultimately handled by an agent
Avg. Vol per Hour: the average number of interactions completed
per hour
Queue Abandoned: the sum of all interactions that are abandoned while
waiting in a queue
CSAT (Customer Satisfaction Score): the average CSAT score
Chat Type Distribution: provides a breakdown of the different chat types
Service level - Chats: represents the aggregated service level that has
been achieved for all the queues within your environment as determined by the
queue configuration
Average Handle Time: a breakdown of Chat Handle Time and Wrap-up Time
totals for chats. This does not include the hold time as you are unable to put
a chat on hold.
Due to rounding, there may be a slight deviation (+/-) one (1) second in the
averages displayed in this chart.
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-users'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
For Agent Status, the following metrics appear:
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 occupacy rate
Voicemail
For Voicemail, the following metrics appear:
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
[[["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."],[],[],null,["# Performance overview dashboard\n\nWith this dashboard,\n\n\nget high-level performance information for your channels. Quickly assess\nperformance and identify potential issues that might require attention, such as\nSLA degradation or queue jams.\n\nUse the dashboard\n-----------------\n\nTo use the **Performance Overview Dashboard**, 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 **Performance Overview / Calls \\& Chats**. The 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. Click **Update**.\n\nCalls\n-----\n\nFor **Calls**, the following metrics appear:\n\n- **Queued Now**: the total number of calls in the queue that are waiting to be\n assigned to an agent\n\n- **Max Queue Time**: the wait time of the interaction that has been in the\n queue for the longest. If the queue is empty, this resets to zero.\n\n- **Average Speed of Answer (ASA)**: the average time that elapsed between when\n an interaction entered a queue and when it was assigned to an agent. ASA is\n only measured in cases where the call is actually handled by an agent.\n\n- **Avg. Vol. per Hour**: the average number of interactions completed per hour\n\n- **Queue Abandoned**: the number of requests that are abandoned while waiting\n in a queue before connecting to an agent\n\n- **CSAT (Customer Satisfaction Score)**: the average CSAT\n score\n\n- **Call Type Distribution**: the distribution of different call types\n\n- **Service level - Calls**: the aggregated service level that has been achieved\n for all the queues within your environment, as determined by the queue\n configuration\n\n- **Average Handle Time**: the average handle time for calls. Hold your pointer\n over sections of the bar graph to see what they indicate.\n\nChats\n-----\n\nFor **Chats**, the following metrics appear.\n\n- **Max Queue Time**: the time of the interaction that has been in the queue for\n the longest. If the queue is empty, this will reset to zero\n\n- **Average Speed of Answer(ASA)**: the average speed of answer for chats.\n Average time that elapsed between when an interaction entered a queue and when\n it was assigned to an agent. ASA is only measured in instances where the chat\n is ultimately handled by an agent\n\n- **Avg. Vol per Hour**: the average number of interactions completed\n per hour\n\n- **Queue Abandoned**: the sum of all interactions that are abandoned while\n waiting in a queue\n\n- **CSAT (Customer Satisfaction Score)**: the average CSAT score\n\n- **Chat Type Distribution**: provides a breakdown of the different chat types\n\n- **Service level - Chats**: represents the aggregated service level that has\n been achieved for all the queues within your environment as determined by the\n queue configuration\n\n- **Average Handle Time**: a breakdown of Chat Handle Time and Wrap-up Time\n totals for chats. This does not include the hold time as you are unable to put\n a chat on hold.\n\nDue to rounding, there may be a slight deviation (+/-) one (1) second in the\naverages displayed in this chart.\n\nVirtual agent voice and chat\n----------------------------\n\nThe following metrics are collected for virtual agent performance. Virtual agent\nmetrics appear only if virtual agents are configured.\n\n- **Total Virtual Agent Interactions**: the total interactions\n handled by virtual agents\n\n- **Total Escalations**: the total number of interactions that were\n escalated to a human agent from a virtual agent\n\n- **Fallback Rate %**: the percentage of virtual agent interactions where the\n virtual agent stated that it did not understand the end-users's query, and the\n interaction resulted in a fallback response. It is calculated as the number of\n default fallback responses divided by the total number of virtual agent\n responses, multiplied by 100.\n\n- **Average Responses per Second**: the average number of virtual agent\n responses per second\n\n- **Resolution Rate**: the number of calls or chats that were resolved by a\n virtual agent without escalating to a human agent\n\nAgent status\n------------\n\nFor **Agent Status**, the following metrics appear:\n\n- **Agent Status**: a pie chart that displays the distribution of agent statuses\n for the date range that you specify. This includes custom statuses that you\n create.\n\n- **Occupancy Rate**: a bar chart that shows the agent occupacy rate\n\nVoicemail\n---------\n\nFor **Voicemail**, the following metrics appear:\n\n- **Voicemails Queued**: the number of voicemails that are queued and waiting to\n be accessed by an agent\n\n- **Voicemails Handled**: the number of voicemails that have been accessed by an\n agent"]]