Adding a Real-Time Dashboard

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

Before adding a dashboard, ensure you have configured a Skill-based Queue, for details , see Configuring Skill-Based Routing Queues.

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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 displayed:

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Name: Defines the name of the dashboard.

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Description: Defines the dashboard description.

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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.

Enter a name and description for the new dashboard.

Choose who can access the real-time dashboard:

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Public: Select this option to make the dashboard accessible to everyone.

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Selected Users: Select this option to grant dashboard access only to specific users. If you select this option, choose users from the drop-down list to grant them access.

The drop-down list displays eligible users for the real-time dashboard. These users are either:

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SSO users with view/edit permissions (configured in the Users list). For details, see Access Management.

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Supervisors and workers configured in this tenant. For details, see Adding a Worker.

Toggle the Enable button to display the statistics on the real-time dashboard.

From the 'Queue Name', select the queue to be monitored.

Enter threshold values for voice, email, and chat (if applicable). The threshold colors are determined by the upper limit of each color's number range.

Example:

If you're setting thresholds for pending calls:

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Define the yellow: 2 calls (warning)

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Define the red: 4 calls (critical)

By default, up to 2 calls (0 or 1) will be green (optimal).

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Voice information:

Field	Description
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.
Pending Callbacks	Defines calls that were scheduled for a follow-up but have not yet been completed.
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
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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Chat information

Field	Description
Pending Chats	Defines the minimum and maximum threshold for chats waiting in the queue.
Chats 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).