You are here: Use Connect > Dashboard > Dashboard

Dashboard

Connect version:

Dashboard is viewable on the main menu bar of the Clarity Connect administrative website. This provides access to real-time Clarity Connect performance data.

In Clarity Connect 4.1, the Dashboard is part of the Clarity Connect Console, which includes the Agent Console view. For more information, see Web Agent Console.

Select a language for the Dashboard on the Agent Profiles page. English, Croatian, French, and German are supported.

Figure 1 HTML5 Dashboard

Figure 1 HTML5 Dashboard

The Dashboard’s default template displays Today’s Overview as the landing view (Figure 1). The following metrics appear here:

To alter or customize Dashboard metrics, hover over Dashboard on the main menu bar and then click Dashboard Templates.

Overall Service Level

This displays the percentage of sessions that meet the service level agreement (SLA), breaking out the number of sessions answered and those answered within the SLA.

Available Agents

This displays the number of available, on phone, and logged on agents that can accept queued calls.

On phone agents are defined as agents who are available to take a call or are busy speaking with a customer or performing after call work. Logged on agents are defined as logged on to Skype for Business, skilled for the particular queue, and not suspended.

Queue Depth

This displays the number of queued calls divided by the number of available, after call, or in call agents for that queue. It also breaks out the number of queued sessions and on phone agents.

By default, these metrics display for calls (Phone icon), instant messaging sessions (Speech Bubble icon), and e-mail sessions (Envelope icon). To choose which metrics are displayed, click the modality filter icons (Figure 2).

Figure 2 Dashboard modality filters and alerts

Figure 2 Dashboard modality filters and alerts

Click the Bell icon to view alerts (Figure 2).

Click the Bell icon in the upper right corner of the Dashboard to view alerts (Figure 2).

Enter a phone number, SIP address, or contact name in the direct outbound dial search box. A direct outbound dial may be placed to the selected result. This feature is only available for agents signed into Skype for Business with Proxy Direct Calls? selected on the Agent Profiles page.

Turn on Suspend All Calls to set the logged on agent to Unavailable and prevent the agent from receiving calls. Turn off Suspend All Calls to set the logged on agent to Available, allowing the agent to receive calls.

Click the agent name in the upper right to view the agent summary card (Figure 3). The following metrics appear by default:

Utilization

This displays the agent’s utilization, as well as the number of AV calls, chats, and messages handled.

Total Sessions

This displays the total number of AV calls, chats, and messages an agent has participated in, as well as the number of RONAs the agent has received.

Average Handle Time

This displays the agent’s average handle time, the number of handled sessions, and the maximum handle time.

Figure 3 Agent Summary Card

Figure 3 Agent Summary Card

Click the agent status to change it to either Suspended or Unsuspended. Suspended sets the logged on agent to Unavailable and prevents the agent from receiving calls. Unsuspended sets the logged on agent to Available, allowing the agent to receive calls.

Hover the pointer over the agent's status to change an away reason code or mark the agent Available after returning from an Away status (Figure 4).

Figure 4 Change an agent’s status

Figure 4 Change an agent's status

Agents can manually sign into Skype for Business or sign into Skype for Business via the Agent Summary Card view if Dashboard Without Skype is selected on the Agent Profiles page. If this option is not selected, the agent will be prompted to sign into Skype for Business when launching the Dashboard.

Click X to return to Today’s Overview. Click the pop-out icon (Figure 5). The Big Board view will appear (Figure 6).

Figure 5 Pop-out icon

Figure 6 Big Board

The Big Board displays configurable metrics for each queue that can be filtered by modality (top right).

From Today’s Overview, click the Menu icon to access the Filter view.

Click Filter to view queue and team options for the sidebar (Figure 8). Configured queues will appear here. Queues and Teams selected here will display in the Queues and Teams sidebars. Multiple business units or a group may be selected here. Click Apply to finalize changes.

Figure 8 Filter page

Click Queues to view the Queues sidebar (Figure 9). All configured queues selected on the Filter page will appear here.

Figure 9 Queues and teams sidebar

Figure 9 Queues and teams sidebar

Click a queue to view Dashboard metrics specific to that queue (Figure 10). Click the column titles to sort data. Click See More to view additional metrics (Figure 11). Click the Queued, Active, and All tabs to view sessions.

Supervisors can control sessions in the Active tab. For more information, see Perform Supervisor Session Control Actions on the Web Agent Console page.

Figure 10 Queue Dashboard view

Figure 11 Queue Dashboard view (see more)

Click the pop-out icon in the upper right corner to view the Tear-Off (Figure 12).

Figure 12 Tear-off view

The following metrics appear in the Queue Dashboard view and Tear-Off view:

Answered (Today)

This displays the number of calls answered by all agents today.

Average Abandon Time

This displays the average amount of time at which a communication was abandoned (hang ups) while waiting in queue.

Abandon Rate (ABA)

This displays the percentage of communications abandoned while waiting in queue.

Average Excess Time

The average amount of time it took beyond the service level goal for the call to be answered.

Average Handle Time (AHT)

This displays the average amount of time agents spent on calls.

Average Queue Time

This displays the average amount of time callers waited in the specified queue before being connected to an agent.

Callbacks Requested

This displays the number of customers who requested a callback.

Longest Available Agent (LAA)

If any agents are currently available, this displays the longest time any agent has been waiting for a call.

Longest Handle Time

This displays the longest time a live communication has been in queue waiting for an agent to become available.

Max Abandon Time

This displays the maximum amount of time at which a communication was abandoned (hang ups) while waiting in queue.

Queue Depth

This displays the number of queued calls divided by the number of available, after-call, or in-call agents for that queue. It also breaks out the number of queued sessions and on phone agents.

Queued (Now)

This displays the number of communications currently in queue waiting to be connected to an agent.

RONAs

The number of session invites agents missed.

Service Level

This displays the percentage of sessions that meet the service level agreement (SLA).

Active Sessions

This displays the number of active communications.

Click an agent’s name to view details on utilization percentage, total AV calls, chat, and message sessions, as well as a breakdown of his or her time spent away, available, and in a session (Figure 13).

Figure 13 Agent Detail

Click Teams to view the Teams sidebar (Figure 14). All configured teams selected on the Filter page will appear here.

Figure 14 Teams sidebar

Click a team to view Dashboard metrics specific to that team (Figure 15). Click the column titles to sort data. Click See More to view additional metrics (Figure 16). Click the Queued, Active, and All tabs to view sessions. Supervisors can control sessions in the Active tab. For more information, see Perform Supervisor Session Control Actions on the Web Agent Console page.

Figure 15 Team Dashboard view

Figure 16 Team Dashboard view (see more)

Click the pop-out icon in the upper right corner to view the Tear-Off (Figure 17).

Figure 17 Tear-Off view

The following metrics appear on the Teams Dashboard view:

After Call Time

The amount of time agents spent in after call time wrapping up a session.

Answered (Today)

The number of sessions answered today.

Average Handle Time (AHT)

This displays the average amount of time agents spent on calls.

Current Utilization

The team’s current utilization percentage.

Direct Inbound Dial (DID) Count

The number of direct inbound dials proxied through the system.

Direct Outbound Dial (DOD) Count

The number of direct outbound dials proxied through the system.

Longest ACW

The longest amount of time an agent on the team has spent performing after call work.

Longest Currently Available Time

The longest amount of time an agent has been available to take a call.

Longest Handle Time

The longest amount of time an agent has taken to handle a session. This includes session time plus after call work.

Longest Talk Time

The longest amount of time an agent has spent speaking on a call.

Manual After Call Time

The amount of time agents spent in manual after call time wrapping up a session.

Occupancy

The team’s occupancy rate. This is calculated as Handle Time divided by On Phone Time.

Ringing Time

The amount of time calls spent ringing before being connected to an agent.

RONAs

The number of session invites the team missed.

Service Level

The percentage of calls answered within a configurable time allotted in the configured service level agreement.