Adding a Real-Time Dashboard

The procedure below describes how to add a new real-time dashboard.

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To add a new real-time dashboard:

Open the Dashboards page (Reports > Interaction Center Reports > Real-time Dashboard); the following appears:

The following is a description of the fields to be entered:

Report Column	Description
Name	Defines the name of the dashboard.
Description	Defines the dashboard description.
Dashboard URL	Opens the dashboard in a new window with a permanent link.

Click Add New; the following appears:

Additional queues can be added to the dashboard by clicking the (+) button.

The graphic view is generated automatically when up to two queues are configured. If more than two queues are configured, the dashboard displays a table view. The dashboard's data is reset every 24 hours at 00:00.

The following is a description of the fields to be entered:

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Voice information:

Field	Description
Enabled	An enabled interaction allows the appearance of the channel statistics in the real time dashboard.
Queue Name	Defines the queue to be monitored from the drop-down list.
Pending Calls	Defines the minimum and maximum threshold for calls waiting in the queue.
Calls Abandoned	Defines the minimum and maximum threshold for abandoned calls.
Longest Waiting Time	Defines the minimum and maximum threshold for the longest call waiting in the queue (in seconds).
Average Answering Time	Defines the minimum and maximum threshold for the average answering time.
Average Waiting Time	Defines the minimum and maximum threshold for the average waiting time (in seconds).

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Email information

Field	Description
Enabled	An enabled interaction allows the appearance of the channel statistics in the real time dashboard.
Queue Name	Defines the queue to be monitored from the drop-down list.
Pending Email	Defines the minimum and maximum threshold for emails waiting in the queue.
Average Answering Time	Defines the minimum and maximum threshold for the average answering time.

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Webchat information

Field	Description
Enabled	An enabled interaction allows the appearance of the channel statistics in the real time dashboard.
Queue Name	Defines the queue to be monitored from the drop-down list.
Pending Webchats	Defines the minimum and maximum threshold for chats waiting in the queue.
Webchats Abandoned	Defines the minimum and maximum threshold for abandoned chats.
Longest Waiting Time	Defines the minimum and maximum threshold for the longest chat waiting in the queue (in seconds).
Average Answering Time	Defines the minimum and maximum threshold for the average answering time.
Average Waiting Time	Defines the minimum and maximum threshold for the average waiting time (in seconds).