Dashboard page

This widget shows two things:

• The percentage of inbound dialogues that fall within the Service Level Agreement (SLA), compared to all inbound dialogues, excluding IvrDrops and QuickDrops. This is displayed in a counter format.
• A donut chart that visually represents the breakdown of these dialogues. The chart is divided into two categories: InSLA and NotInSLA.

SLA is based whether the accepted inbound Dialogue was accepted by an Agent within the configured 'slaThreshold'.

This widget displays the number of dialogues using counter and a donut chart, with the data being segmented by outcome type. The different outcome types are shown in the legend.

• Accepted: the Dialogue was queued and accepted by an Agent;
• Abandoned: the Dialogue was queued but never accepted by an Agent;
• IvrDrop: the Dialogue was disconnected before it was queued (e.g. no choice was made in the IVR).

This heatmap is a table that uses a color range of boxes to visually represent the volume of dialogues over the course of a week. The color blue indicates that there are no dialogues, while red indicates the highest volume of dialogues.

The table is organized with the rows representing each day of the week, and the columns representing the hours of the day. If there are no dialogues on a specific day or hour, then that row or column will not be displayed in the table.

This visual displays the percentage of dialogues that are within the Service Level Agreement (SLA), excluding IvrDrops, compared to all dialogues over a period of time.

The y-axis represents the percentage of dialogues, while the x-axis is divided by date. This allows you to see how the percentage of dialogues within SLA changes over time.

This widget displays a stacked column chart that shows the number of dialogues received over time, with the data being segmented on a monthly basis. Additionally, the widget provides the ability to divide the data by outcome type, which is displayed in the legend.

• Accepted: the Dialogue was queued and accepted by an Agent;

• Abandoned: the Dialogue was queued but never accepted by an Agent;

• IvrDrop: the Dialogue was disconnected before it was queued (e.g. no choice was made in the IVR).

This widget provides two different visual representations of the percentage of accepted dialogues compared to missed dialogues over time.

• A counter displays the percentage of accepted dialogues compared to all accepted and missed dialogues.

• A graph shows the percentage of accepted dialogues over a period of time. The y-axis displays the percentage of dialogues, while the x-axis is divided by date.

This widget displays two different visual representations of the number of dialogues that were marked as quick drops.

• A counter displays the total number of dialogues that were marked as quick drops. A quick drop indicates whether the abandoned dialogue was disconnected by the customer within the configured 'quickDropThreshold'.

• A graph shows the number of quick drops over a period of time. The y-axis displays the number of dialogues, while the x-axis is divided by date.

This widget provides two different visual representations of the average queue time for accepted dialogues.

• A counter displays the average queue time in an hours:minutes:seconds format. This queue time only includes the time spent waiting in the queue for accepted dialogues.

• A graph displays the average queue time over a period of time. The y-axis displays the average time spent in the queue for accepted dialogues, while the x-axis is divided by date.