Contivio’s real-time dashboard provides a high-level overview of your current contact center stats from the past 7 days to date. This report is beneficial for those who want to visually capture:
- Agent Status and Utilization
- Call & Media Volume by Date, Queue, Campaign, Agent
- Inbound Statistics by Queue & Media Type
- Dispositions by Agent, Queue, and Campaign
The real-time dashboard can be accessed directly from the Contivio toolbar or floating app by clicking on the Reports icon. Contact Center Supervisors, Admins and Team Supervisors will be able to see results for the team members they are responsible for, while Agents will only see their own personal data.
If you are not using the Contivio app, the dashboard can also be reached by opening up your Administrative Portal and clicking on Call Centers > Contact Center > Statistics > View Dashboard.
To optimize the functionality of the dashboard, Contivio recommends using Google Chrome as your browser. If using another browser, such as IE or Safari, you can copy and paste your dashboard URL into Chrome for the best viewing experience.
Once you are in the dashboard, you can filter your data in six different ways using the drop-down menus at the top of the screen:
- Contact Center - Used if you have multiple contact centers.
- Charts you would like to view - By default, all charts are displayed but you have the option to configure which charts you want to see in front of you and save personal views.
- Time Frame * - Last hour, 2 hours, 4 hours, 24 hours, today, yesterday, last 7 days
- Queue - You can view 1 queue, all queues, or a selection.
- Agent ** - You can view 1 agent, all agents, or a selection.
- Team - For larger contact centers, you can view specific teams or groups of agents.
* Default Time Frame is set to "Last 7 days"
** Agents who are created or assigned to the call center in less than 24 hours will not show up. Please wait for the next day to see them in the list
After you have selected the metrics and time frame you want to focus on, your data will appear in a variety of bar charts, pie charts, scatter charts, and tables so you can easily identify any trends or outliers. You can reorganize and resize the charts by clicking and dragging the arrow button in the bottom right corner of each chart unit. Each unit can be stretched to fill an entire screen, allowing you to prominently display it on your computer or a large screen in your Contact Center.
Below you will find a brief description of each chart & table that you can find in your real-time dashboard. For additional questions, please feel free to reach out to us at support@contivio.com.
In addition to the chart filters, the following chart controls are available. These will vary by chart.
- Multi-replication: the ability to replicate a chart to show metrics for a different queue, timeframe, etc. This is indicated by a wand icon
on the chart. - Show/hide filters
- The X icon in the upper right-hand corner of a chart will hide it from the dashboard view. It can be re-added to the dashboard with the queue filter at the top of the screen.
Note: If you resize or change your charts, you can always return back to the default settings by clicking on the “Return to Default Settings” link under the filters at the top.