Instant - Dashboards
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General Dashboard
XCALLY Motion provides Administrators/Supervisors with real-time Dashboards that play a key role in managing a Contact Center, showing the most used metrics and providing an overview of your Contact Center activities.
The Dashboards shows channel activity in real-time and the statistics of the current day (it automatically resets at midnight)
From version 3.46.1 we have introduced a new Dashboard for AI Conversations.
Clicking the 3 dots button, each panel can flip and show a description of the data displayed.
Waiting Interactions: number of WhatsApp interactions currently waiting to be accepted
Opened Interactions: number of the accepted interactions, which are currently open
Managed Interactions: number of interactions which have been managed by agents and completed (closed)
Unmanaged Interactions: number of the interactions which have been closed without managing them
Total Offered Interactions: sum of Opened, Unmanaged and Managed WhatsApp interactions
Interactions Average Hold Time: average time the interactions waited for an agent to manage it
Interactions Managed Rate: percentage of the interactions that agents have already managed, considering all closed interactions
Interactions Unmanaged Rate: percentage of unmanaged interactions, considering all closed interactions
Realtime agents data
(This metric is not available on the Custom Dashboard tab, but only on the General Dashboard)
On the General Dashboard it’s possible to see in realtime the number of:
logged: the number of all agents currently online
from version 3.45.0
If you select Agents Logged in (by clicking on the icon or on the written), you will be redirect to WhatsApp/Realtime/Agents tab.
paused: the number of agents currently online and in pause status
booked Pause: this function applies only to voice interactions and is used as a scheduled pause. If an agent handles only WhatsApp interactions and clicks the pause button, the system immediately places them in pause status without scheduling.
from version 3.40.0
If you click on Agents in Pause or Agents with booked pause (by clicking on the icon or on the written), you will be redirect to WhatsApp/Realtime/Agents tab, with filter applied on pause/booked pause agents.
agents idle: the number of agents currently idle (so logged in, but not working on any channel)
from version 3.46.0
If you click on Agents Idle (by selecting the icon or the written), you will be redirect to WhatsApp/Realtime/ Agents tab, with filter applied on idle agents.
You can also see detailed data on WhatsApp → Realtime section
Custom Dashboards
The Custom Dashboards section allows Administrators to create custom dashboards for Supervisors, to display real-time information (which are reset at midnight, every day) according to the Contact Center's needs.
To create and modify Custom Dashboards go under the Tools → Custom Dashboards Menu.
Create a New Custom Dashboard
To create a new Custom Dashboard:
Click the blue + button located at the bottom-right corner of the interface, under Tools → Custom Dashboards
Enter the Custom Dashboard’s details:
Name: name of your dashboard
Description (Optional)
Click Add Custom Dashboard to confirm.
Find the new Custom Dashboard from the list:
Click the three dots button (⋮) next to the Custom Dashboard and select Edit.
Go under Dashboard tab and start creating widgets as described in the next paragraph
Anytime you want to see your Dashboard results, use the Preview commands.
So editing a dashboard you can see:
Settings that shows Custom Dashboard general information
Dashboard that allows you to design your custom dashboard by adding widgets in it.
Configure your Custom Dashboard
In the Edit → Dashboard section you can customize:
dashboard’s look and feel, adding Title, Font size and colors
widgets:
to perform actions defined in a list of ready-to-use types (with specific metrics and filters associated to them)
to show information available in a file stored in a specific custom path.
To add a new widget:
Click the blue +Add Widget under Edit Custom Dashboard → Dashboard tab
Enter widget details:
Type: the widget type (see here)
Channel: WhatsApp
Filter WhatsApp Accounts: choose the created account (Meta, Kaleyra, Sinch or Twilio)
Title: a title for the widget
Font Title Size: the size of the widget title
Metric or other values according to the channel, section and type (e.g. total, open, managed…)
Font size: the size of the font
Foreground/Background: the value color and the background color of the widget
Link [https://]: the link to a web page that is shown clicking on the widget title
Click Add Dashboard Widget to confirm.
Edit/Delete a Widget
Once a Widget has been created in a Custom Dashboard, you can easily modify it.
Click the three dots button (⋮) to:
Edit the widget
Delete the widget
To view daily dashboard results you can click on Dashboards → Dashboard Name
Widget Types
Widget Type | Application | Channel Specific Fields |
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Counter | Display a single value |
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Multibar Chart | Display a set of values (from three sources maximum) defined by the Widget creator in a Bar Chart |
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Pie Chart | Display a set of values (from three sources maximum) defined by the Widget creator in a Pie Chart |
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Web Report | Display a set of values extracted by a Report defined by the Widget creator |
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IFrame | Show an existing web page in a widget window, whose contents can be scrolled |
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Clock | Display the time, in the chosen format and with a specific time zone, in a widget |
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Custom (path) | Display customized html content, given a path on the server where the custom files are uploaded |
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