Accessing Queue Analytics

Queue Analytics is accessible for Call Center Supervisors by clicking on the Apps drop-down menu in the top right-hand corner of the PBX portal page and then clicking on the Queue Analytics option.

Note: Queue Analytics can be enabled for Basic Users; however, Basic Users will be limited in that they can only view real-time Call Queue stats such as active calls, calls waiting, longest wait, etc. for Gauge and Single Stat card types. Grid and Table card types can also be added but will only function for Call Queues and Call Waiting data types.

Navigating Queue Analytics

The Queue Analytics page provides the user with a toolbar for easy customization and creation of Cards, which are individual windows containing the queue statistics of your choosing. These cards will populate the Queue Analytics page, referred to as a Board.

Main Menu

The Main Menu can be opened by clicking on the icon with the 3 horizontal lines found on the upper left-hand corner of the page. From here you can create a board with the New Board button. Then there is a list of boards categorized under My Boards, Favorite Boards (a starred board), and Shared Boards (if any have been shared with you). You will also find the server and version number plus a Log Out button at the bottom.

Top Navigation Bar

The top navigation bar varies based on scope. For users who can modify and add boards, the UI will look similar to the following:

The navigation bar buttons are:

1. Edit Board
2. Copy Board
3. Delete Board
4. Board Settings
5. Add to Favorite Boards list
6. Share Board
7. Full Screen (press Esc to exit)
8. Open Web and Video Conferencing or the Attendant Console

Adding a Board

1. Click on the New Board button from the Main Menu which will bring you to the next screen that shows what you need to setup your new board and some icons that are the same as found in the home page bar.  
2. Creating a board involves adding cards. Refer to the Add a Card section below to learn more about the options available for cards. 
3. Once done click the Back button to return to the main screen.

Modify a Board

1. To edit the board you currently have open, click on the button (pencil icon) from the Top Navigation Bar which will open the board editing screen showing the various actions to modify a board. 
2. To save any edits done to the board click on the Save button or click Cancel to undo the previous edits (the buttons appear in the top navigation bar after any edits to the board).
   

Add a Card

To add a card, first navigate to a particular board. Then click on the + icon in the top navigation bar. 

Cards are critical for building a board. Each card has three main components: type, data, and style.  

Card Type

After adding a card the first task is to select the Type of card which determines how the data is displayed. To do this click on the Choose Type button in the new card. On the right-hand side, a menu will be displayed showing the different card types.

Card Type cannot be modified after the card has been created. If the type needs to change later, the card will need to be deleted and re-added. 

Types of Cards

• Line Graph displays one or more lines from a data set plotted over time. 
• Gauge displays the data filling to a specified limit.
• Single Stat is a single data set's value. For example, the output for the data "agents online" would be displayed as the total count of agents online (e.g. 8). It would not list the names of those agents or any other information. 
• Table is data with multiple stats or descriptive information available in columns. 
• Grid is a simple table arranged in a grid format to maximize the amount of data.
• Note is a text box in case textual information is needed for the board.
• Iframe displays external websites or resources.

Card Data

The data being presented by the card can be modified after a card has been created (by Call Center Supervisors and above). The options presented in the Data tab vary based on the type of card that was chosen.

1. Click on the Add Data button to select what information should be displayed on this card. The example below is the data options available for a Table type card.
2. After choosing a data option you can also choose a filter (this is not available for Note and iFrame type cards). Click on the Done button once completed.
3. You may then choose additional settings or modifications to the data being presented such as rearranging or removing the columns for the table. Click on the Add Data button again if you want to show more information on the same card (this may be unavailable for some card types) or click on the Delete button to remove a data entry.
4. For Data where the Time section is showing you can choose a type of either Rolling, Static, or Daily.
   
   1. Rolling - the card will show the data within the latest Time Range (1 hour - 12 months) chosen 
      
   2. Static - the card will show data only within the chosen beginning and ending dates and times
      
   3. Daily - the card will show data from the latest chosen days of the week (icon is colored blue when selected) and only within the Start and End Time chosen 
      
5. In the Alerts section, you can click on the Add Alert button where you can then configure the threshold for the alert, choose to change the color of the data, and/or create a browser notification once the threshold has been reached. Click the Add button to finish and finally click on the Next button to complete adding the card to the board.

If the ANALYTICS_ENABLE_CUSTOM_DATA_SOURCES config was enabled. then Custom Data Source will be an available data set. For custom data to be accurately charted, it should be a JSON object to which you can provide a URL for. 

Card Style

Style can be modified after a card has been created (by Call Center Supervisors and above). This tab shows different options based on the type of card that was chosen. For example, if a "line chart" type is chosen, then the style options will include an option to modify the width of the lines.

In this tab, you can change the header title, font size, and location (top of card, bottom, label, or not displayed).  The options that are then shown below are different for each type of card.

Queue Analytics Card Types

To help you get an understanding of how you should organize your board(s), you should know each variety of card type can only be used to display certain types of data.

When creating a new card, you can select the type, data, and style of how the information is displayed. Each card type can be used with specific data or reports, but not all card types can be used with all types of data.

The Line Chart Card Type is compatible with the following data/report types:

• Abandoned Calls

• Average Hold Time

• Average Talk Time

• Average Wait Time

• Calls Handled

• Calls Forwarded

• Calls to Voicemail

• Call Volume

• Total Talk Time

• Average Handle Time

• Peak Active Calls

• Calls Waiting

• Abandon Rate

• Service Level
  
  

The Gauge Card Type is compatible with the following data/report types:

• Active Calls

• Calls Waiting

• Longest Wait

• Agents Online

• Agents Idle

• Abandoned Calls

• Average Hold Time

• Abandon Rate

• Average Talk Time

• Average Wait Time

• Calls Handled

• Calls Forwarded

• Service level

• Total Talk Time

• Calls to Voicemail

• Call Volume

• Custom Data Source (Provide data via a web resource)
  
  

The Single Stat Card Type is compatible with the following data/report types:

• Active Calls

• Calls Waiting

• Longest Wait

• Agents Online

• Agent Idle

• Abandoned Calls

• Average Hold Time

• Abandon Rate

• Average Talk Time

• Average Wait Time

• Calls Handled

• Calls Forwarded

• Service Level

• Total Talk Time

• Calls to Voicemail

• Call Volume

• Custom Data Source (Provide data via a web resource)
  
  

The Table Card Type is compatible with the following data/report types:

• Agents

• Call Queues

• Calls Waiting

• Custom Data Source (Provide data via a web resource)
  
  

The Grid Card Type is compatible only with the Agents data/report type.

The Note Card Type is just a custom note.

The iFrame Card Type just needs to include the iFrame URL.

Once configured, a user can create a custom dashboard to easily view different queue statistics, as seen below.