Dialogue overview page

The dialogue overview page is designed to provide an at-a-glance view of the performance of your dialogue system. The page includes several useful widgets that display key metrics such as the percentage of dialogues within the Service Level Agreement (SLA), the number of quick drops, and the average queue time. In addition to these widgets, the page also includes a table that provides detailed information about each dialogue, including the customer URI, the date and time of the dialogue, the duration of the dialogue, and the outcome of the dialogue. Together, these widgets and the dialogue table provide a comprehensive view of the performance of your dialogue system and allow you to quickly identify areas for improvement and track your progress over time.

Which metrics are reported?

Widget	Description
Service Level Agreement	This widget shows two things: The percentage of dialogues that fall within the Service Level Agreement (SLA), excluding IvrDrops, compared to all dialogues. 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 Dialogue was accepted by an Agent within the configured 'slaThreshold'.
Service level Agreement Overtime	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.
Accepted	Accepted: the Dialogue was queued and accepted by an Agent;
Abandoned	Abandoned: the Dialogue was queued but never accepted by an Agent;
Avg. Queue Time	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. Another counter that displays the difference in an hours:minutes:seconds format, compared to the previous selected time period.
Avg. Talk Time	This widget provides two different visual representations of the average talk time. A counter displays the average talk time in an hours:minutes:seconds format. This talk time only includes the time spent talking to the initial agent. Another counter that displays the difference in an hours:minutes:seconds format, compared to the previous selected time period.
Longest Queue Time	This widget provides a counter displays the longest queue time in an hours:minutes:seconds format. This queue time only includes the time spent waiting in the queue for accepted dialogues.
Longest Talk Time	This widget provides a counter displays the longest talk time in an hours:minutes:seconds format. This talk time only includes the time spent talking to the initial agent.
Top 5 Customers	This table displays the top 5 customers who have contacted the most. The columns in the table include: Rank: Indicates the customer's rank in the top 5. Customer: The URI (phone number or email address) of the customer who has contacted the most. Total calls: The total number of dialogues that have been recorded for this customer.

Which fields are shown in the Dialogue Overview table

Column	Description
Ref. No.	A readable reference that can be used to identify the Dialogue
Start time	The date and time at which the Dialogue was received on the platform.
Time zone	This column displays the timezone offset that was configured on the address at the time the dialogue was received.
Queue time	The time (in hours:minutes:seconds) that the Dialogue was in the Queue.
Talk time	The time (in hours:minutes:seconds) that the Customer was connected with the initial Agent.
Result	Outcome of the Dialogue. Possible options are: 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).
SLA	Indication whether the accepted Dialogue was accepted by an Agent within the configured 'slaThreshold'. Possible options are: InSla, NotInSla, BLANK, the Dialogue does not have outcome 'Accepted'.
Agent	If accepted, the address of the Agent(e.g. phone number or email address).
Customer	The address of the customer(e.g. phone number or email address).