What data does the Contact Center Analytics provide?
Learn what data is available for you to create custom dashboards with, share, and measure to optimize your outcomes and agent efforts. There are no data retention limits with Analytics.
There are a variety of filters that you can use on each of these boards to customize the data you see on the cards. You also have the following tools:
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use Export where available to generate a .csv of the desired data.
- Use the settings gear to rearrange the available cards if desired.
Remember: All data visualizations will show data specific to the selected filters (and groupings where applicable). If an agent did not participate in any type of call or chat during the date range, regardless if they were logged in or not, the agent name will not appear in the graphs. Likewise, if there is no data for a given day or hour (depending on the time filter), there will be no bar displayed.
Default Boards & Cards | Description |
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Resolved conversations board | This board is designed to help you understand what is happening with your chat queues and can help you answer questions such as:
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Shows the total amount of resolved conversations grouped in various ways such as by agent, chat type, chat queue, status, and/or tags. |
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Shows the total amount of resolved conversations with all available details, including the date the chat was resolved and how long it took to handle the chat. Use the table settings gear to edit what fields are displayed. |
Queue caller board | This board is designed to help you understand what is happening with your call queues and can help you answer questions such as:
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Shows the total amount of calls for each day (or hour if filtered below two days). |
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Shows the average length of calls for each day (or hour if filtered below two days). Call duration includes the time waiting in the queue(s) as well as the total talk time and hold time. |
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Shows the average time callers waited in the selected queue(s) for each day (or hour if filtered below two days). |
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Shows the total amount of calls for each day (or hour if filtered below two days), grouped by outcome.
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Shows all the above data in table form. Choose a specific day to drill into the individual call details. |
Agent performance board | This board is designed to help you understand how your agents are performing overall and can help you answer questions such as:
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The total amount of contacts that have called into a queue and connected with an agent. |
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The average amount of time a caller and agent were connected, minus the time of any holds. |
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The total amount of time a caller and agent were connected, minus the time of any holds. |
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Shows the total amount of talk time in hours that each agent spent on queue calls, outbound calls, and direct inbound calls. |
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Shows the percentage of talk time out of 100% that an agent spent on queue calls, outbound calls, and direct inbound calls. |
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Shows the total amount of calls that each agent participated in, broken down by call type. |
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Shows the percentage of calls out of 100% that each agent participated in, broken down by call type. |
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Shows the percentage of queue calls that an agent answered and then transferred. Hover over the agent's name to see the specific percent and ratio of their transferred calls. |
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Shows handled contacts, missed contacts, ATT, and TTT totals for the filtered data.
Note: Missed Contacts are the number of contacts missed by agents for the selected queue(s), date range, and agent(s). A missed contact represents an occurrence of an agent receiving a call from a queue without answering the call before the defined timeout. If you set the call queue to Ring All, a contact that has been handled by one agent in the call queue will be represented as a missed contact for the other agents in that call queue.
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Shows the total amount of time each agent was available and paused. If multiple queues are selected, it will be the sum total of the time they were available/on pause from all of the selected queues. This means it could extend beyond 24 hours, i.e., If John was paused for 8h 15m in 4 queues then it would show a total pause of 33h. If they were never paused, this field will be blank. |
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Shows the amount of time an agent was logged in each day, including when they started, when they paused, and when they logged out of a queue. It only shows events once an agent has logged out (creating a closed event). This view will not currently show real-time updates of an agent's availability. To see an agent's real-time status, view the supervisor dashboard. |