Zailab's Live Dashboard lets you take a detailed look at interaction volumes disaggregated across outcomes and types in a set of easy-to-use interactive graphs.
The Live Dashboard has a number of tiles that provide Teamleaders/Supervisors with information relevant to incoming interactions.
Certain tiles provide "live" information these tiles can be seen in the below image. These Tiles provide information based on the current agent status and inbound interaction wait times.
While other tiles provide "historical" information these tiles can be seen in the below image. These tiles update based on previous interaction numbers and times in their respective states and outcomes.
Accessing the Live drill-downs:
Clicking on the following tiles will provide you with interaction specific information.
Agent Status Tile
There is no drill-down for this tile as agent status and current states can be monitored via the Agent Availability tile and its respective drill-down you can read more about it here.
Waiting Tile
The Waiting Tile shows the number of interactions that are currently in the waiting room trying to be served via the service or Work Type selected on the live dashboard. By clicking on this tile you will see the details of the interactions currently waiting to be served to an available agent.
- Work Item - the type of interaction
- From - the number or email address of the caller or sender
- Contact - if the client's information (Phone number, email address) has been captured via the contact card you will be able to see the client's name here.
- Work Type - The relevant work type associated with the interaction.
- Wait Time - How long the interaction has been waiting.
- Business Value - The value that interaction has been given based on the work type it is being served via.
- Out of SLA - Whether the interaction is out of SLA or not
- Subject - The Subject of the interaction, this is only relevant for emails and webchats.
Out of SLA Tile
The Out of SLA tile provides the same information as the Waiting Tile, however, while the Waiting tile shows all incoming interactions, the Out of SLA tile will only reflect the interactions that have breached the SLA time.
Longest Waiting Tile
The Longest Waiting Tile provides you with the same information as the Waiting and Out of SLA tiles, however, only the longest waiting interactions of the below-mentioned interaction types will reflect on this drill down.
- Call
- SMS
- Callback
- Webchat
- Instant Messages
Accessing the Historical drill-downs
Each of the drill-downs allows you to filter based on date and you are able to further define how to view your information based on the following time frames:
- Hour - Shows you an hourly view of received interactions (this option is only available if you have a single day selected in the From and To fields).
- Day - Shows you day by day comparison of the number of interactions received (this option is available if you have more than one but less than eight days selected in the From and To fields).
- Week - Shows you a week by week comparison of the number of interactions received (this option is available if you have more than 7 days but less than 15 weeks selected in the From and To fields).
- Month - Shows you a month by month comparison of the number of interactions received (this option is only available if you have more than 14 weeks selected in the From and To fields).
Clicking on the following tiles will provide you with interaction specific information.
Total Received Tile
This tile shows you the total number of interactions received regardless of whether they were handled by Agents or not. The drill-down view will allow you to filter based on the following interaction types:
- All - this shows you all interactions received
- Calls - Shows you the number of calls received
- SMS - Shows you the number of SMS's received
- Email - Shows you the number of Emails received
- Chat – Shows you the number of Chats received
- Instant Message – Shows you the number of Instant Messages received
Handled Tile
This tile shows you the total number of received interactions that were handled by Agents. The drill-down view will allow you to filter based on the following interaction types:
- All - this shows you all interactions received
- Calls - Shows you the number of calls received
- SMS - Shows you the number of SMS's received
- Email - Shows you the number of Emails received
- Chat – Shows you the number of WebChats received
- Instant Message – Shows you the number of Instant Messages received.
Not Handled Tile
This tile shows you the total number of received interactions that were forwarded or not handled by Agents as well as the number of callbacks and voicemails that were generated. The drill-down view will allow you to filter based on the following outcomes:
- All - Shows all interactions that were not handled
- Callbacks Requested - The number of callbacks that were generated.
- Abandoned - The number of calls that were ended before being served to an agent.
- Voicemail - The number of times clients have left voicemails
- Forwarded - the number of calls that were forwarded out of the flow.
- Missed - The number of calls that were served to agents and ended by clients before being answered.
