Data and Metrics for Engagement Dashboard
Before supervisors can view metrics, the Supervisor Dashboard must import queue and agent data from Fusion.
Importing Queues and Agents
This is part of an onboarding flow that must be done by a user with the Engagement Channel Application Administrator role. The administrator will see this the first time the dashboard is accessed.
If you select All queues, the Supervisor Dashboard imports data for current queues along with those which are added in the future. If you deselect this option, you can the select which specific queues you want to be displayed, however any queues configured following the import must be manually set. All queues might not be visible if the number of queues you've configured is above the limit that the dashboard can display.
Administrators can also access this functionality later by navigating to the Configure page on the dashboard. In addition to changing which queues are displayed, administrators can manually re-import queues and agents using the Import button. This might be useful if recently added data in Fusion isn't yet showing up in the dashboard.
Data Refresh
All metrics and charts in the Supervisor Dashboard refresh automatically. Metrics might take up to one minute to refresh. If the dashboard becomes disconnected and data is out of date, a warning message is shown to the user.
Data Filtering
All metrics and visualizations in the Supervisor Dashboard reflect the filters you set. Filter selections are saved in your browser and are restored each time you visit. Users can also save a preferred set of filters. This is especially useful when drilling down to inspect individual queues as it enables you to quickly revert to the full set of queues you typically want to monitor. This function can be accessed from the Actions menu.
There are limits to the number of items that can be selected at any one time. Users will be notified if they're at the limit and need to deselect items before selecting more. A Select All feature is available in the filters if the total number of items is below the limit but will be hidden otherwise.
Historical Charts
Several historical line charts in the dashboard show how metrics have evolved over the last 24 hours. One data point is included every hour.
The Abandons by hour over last 24 hours chart shows the number of abandons over the course of the last hour at each point.
Charts for averages such as Average wait time over past 24 hours show the metric averaged over the last hour at each point. All other line charts show you what the metric was at that moment in time, not aggregated over the hour.
Metric Definitions
| Metric | Definition |
|---|---|
| Active | The number of chats that have been assigned and are currently being handled by agents. |
| Chats waiting | The number of chats that are waiting to be assigned to an agent. |
| Longest unassigned SR | The longest time that any of the currently unassigned SRs have been waiting for assignment so far. This is useful as an estimate of the current wait time for this queue. |
| Longest wait chat | The longest time that any of the currently waiting chats have been waiting so far. This is useful as an estimate of the current wait time for this queue. |
| Unassigned SRs | The number of SRs that are waiting to be assigned to an agent. |
| Waiting | The total number of chats and SRs that are waiting to be assigned to an agent. |
| Metric | Definition |
|---|---|
| Active | The number of chats that have been assigned and are currently being handled by agents. |
| Active chats | The number of chats that have been assigned and are currently being handled by agents. |
| Longest active chat talk time | The longest time that any of the currently active chats on this queue have been active since being assigned to an agent. |
| Waiting | The total number of chats and SRs that are waiting to be assigned to an agent. |
| Metric | Definition |
|---|---|
| All interactions | The total number of engagements currently either active or waiting across all selected work types. |
| Available for chat | The number of agents currently available for SR routing. |
| Average chat talk time | The average talk time of all chats the agents has completed in the last 24 hours. |
| Available for SR | The number of agents currently available for SR routing. |
| Logged in vs staffed | The number of agents currently signed in vs. the number of agents configured on this queue, written as [# Logged In] / [# Staffed] |
| Longest unassigned SR | The longest time that any of the currently unassigned SRs have been waiting for assignment so far. This is useful as an estimate of the current wait time for this queue. |
| Longest waiting chat | The longest time that any of the currently waiting chats have been waiting so far. This is useful as an estimate of the current wait time for this queue. |
| Staffing |
A percentage. |
| Waiting |
The total number of chats and SRs that are waiting to be assigned to an agent |
| Abandoned chats | The number of chats in the last hours abandoned by the customer while waiting to be assigned to an agent. |
| Abandons | The number of chats in the last hours abandoned by the customer while waiting to be assigned to an agent. |
| Available for chat | The availability chart shows how many agents are available for assignment of each work type. The beginning of the chart shows the number of agents currently signed in vs. the number of agents configured on this queue, written as [# Logged In] / [# Staffed] signed in. |
| Availability | The number of agents currently available for chat routing. |
| Average chat wait time | The average total time that chats spent waiting before. |
| Logged in | The number of agents currently signed in. |
| Max chats waiting | The maximum number of chats that were waiting at any one time during the last hour. |
| Abandoned chats in the past hour | The number of chats in the last hours abandoned by the customer while waiting to be assigned to an agent. |
| Active chats | The number of chats that have been assigned and are currently being handled by agents. |
| Available for chat | The number of agents currently available for chat routing. |
| Available for SR | The number of agents currently available for SR routing. |
| Chats waiting | The number of chats that are waiting to be assigned to an agent. |
| Logged in vs staffed | The number of agents currently logged in vs. the number of agents configured on this queue, written as [# Logged In] / [# Staffed]. |
| Unassigned SRs | The number of SRs that are waiting to be assigned to an agent. |
| Active chats | The number of chats that have been assigned and are currently being handled by agents. |
| Average chat talk time over 24 hours | The average talk time of all chats the agents has completed in the last 24 hours. |
| Chat availability | A status indicator showing whether the agent is available for chat assignment. |
| Longest active chat talk time | The longest time that any of the currently active chats have been active since being assigned to the agent. |
| Queues | All queues in which the agent is currently configured for agent assignment. |
| SR availability | A status indicator showing whether the agent is available for SR assignment. |
| Metric | Definition |
|---|---|
| Current active time | The time that the engagement has been active so far since being assigned to an agent. |
| Time waited | The total time that the engagement waited before being assigned to an agent. |