The Team Leader Live Dashboard/Grid view is a customizable view that allows for some of the following functionality:
- The option of re-sizing and re-ordering the columns as required.
- The option of dragging and dropping the columns in the preferred order that will be saved in cloud storage.
- A scroll bar is available that allows for scrolling both Vertically and Horizontally.
- A settings button to enable or disable fields from appearing on the Grid View which will also be saved in local storage.
- A refresh button to keep you updated on the latest stats
- The option of viewing the column heading in full by hovering over the name.
To access the grid view click on the grid layout button located on the top right-hand side of the live dashboard.
On the Grid view of the live dashboard, you will be able to see all relevant information for the selected services. Services can be removed from the view by clicking on the “remove” button located on the left-hand side of the dashboard.
Services can be added to the view by clicking on the drop-down menu on the left side of the dashboard and selecting the service that you want to add to the view, and selecting “Add Service”
The information shown on the Grid view by default will include the following fields:
Service - Shows the Service associated with the work type.
Work Type - Shows the work types related to the selected service.
Business Partner - Shows the BP name if the work type has a BP attribute. If the work type does not have the BP attribute it will be blank (N/A).
Offline - Shows all agents with that service that are Offline regardless of their other attributes. The work type will only return the agents that match the work type attributes. The sum of all agents in the work types listed will not always equal the service total.
Online - Shows All agents with the service that is Online regardless of their other attributes. The work type will only return the agents that match the work type attributes. The sum of all agents in the work types listed will not always equal the service total.
On Duty - Shows the number of agents with the service that are currently in an “On duty” state.
Off Duty - Shows the number of agents with the service that are currently in an “Off Duty” state.
Conversing - This shows the number of Agents with the service that are in an active conversing state.
Waiting Agents - This shows the number of Agents with the service that are in an active waiting state.
Not Responding - This shows the number of Agents with the service that are in an active non-responsive state.
Waiting - This shows the sum of all interactions across all channels with said service that are in the waiting room. Note this will also be available for each channel.
Longest Waiting - This shows the longest waiting interaction with said service across all channels. Note this will also be available for each channel.
Out of SLA - Shows the percentage of interactions waiting that have breached SLA with said service across all channels. Note this will also be available for each channel.
In SLA - Shows the percentage of interactions waiting that are within their SLA with said service across all channels. Note this will also be available for each channel.
Total Received - This shows the sum of all interactions received within the service across all channels. Note this will also be available for each channel.
Callbacks - Shows the number of interactions that have entered the waiting room but exited it and have an interaction outcome of "Callback". Note that only Calls can result in a Call Back.
Abandoned - This shows the number of abandoned interactions within the service across all channels. Note that only Calls, Chats, and Instant Messages can be abandoned.
Missed - Shows the number of Missed interactions within the service across all channels. Note that only Calls, Chats, and Instant Messages can be missed.
Forwarded - Shows the number of interactions that have entered the waiting room and have exited resulting in a “Forwarded” outcome. Note that only calls can have this outcome.
Voicemails - Shows the number of interactions that have entered the waiting room and have exited resulting in a “Mailbox” outcome. Note that only calls can have this outcome.
`Average Waiting Time - Shows the average waiting time for interactions within the service across all channels. Note this will also be available for each channel.
Average Handle Time - This shows the average handle time for interactions within the service across all channels. Note this will also be available for each channel.
Handled Out of SLA % - This shows the percentage of interactions that were handled out of SLA within the service across all channels. Note this will also be available for each channel.
Handled In SLA % - Shows the percentage of interactions that were handled within their SLA within the service across all channels. Note this will also be available for each channel.
Total in SLA 30 min - Shows the result of “Total Received in SLA” for the last 30 min / “Total Received” in the last 30 minutes * 100 within the service across all channels. Note this will also be available for each channel. This stat will be red when it is less than 85%.
Total Out of SLA 30 min - Shows the result of 100% -"Total in SLA 30 min %" within the service across all channels. Note this will also be available for each channel. This stat will be red when it is greater than 15%.
Handled in SLA 30 min - Shows the result of “Total Handled in SLA” for the last 30 min / “Total Handled” in the last 30 minutes * 100 within the service across all channels. Note this will also be available for each channel. This stat will be red when it is less than 85%.
Handled Out of SLA 30 min - Shows the result of 100% -"Handled in SLA 30 min %" within the service across all channels. Note this will also be available for each channel. This stat will be red when it is greater than 15%.
Total In SLA (day) - Shows the result of 100% - “Total Out of SLA” (day) within the service across all channels. Note this will also be available for each channel. This stat will be red when it is less than 85%.
Total Out of SLA (day) - Shows the result of “Total breached” (out of SLA) -[3] “Total Received” today within the service across all channels. Note this will also be available for each channel. This stat will be red when it is greater than 15%.
Handled In SLA (day) - Shows the result of all interactions “Handled in SLA” (day) / “Total handled” (day) * 100. We look at all interactions within the service across all channels that were handled within SLA (so that has not breached SLA.) This stat will be red when it is less than 85%. Note this will also be available for each channel.
Handled Out SLA (day) - Shows the result of 100% - “Handled in SLA” (day) for all interactions within the service and across all channels. This stat will be red when it is greater than 15%. Note this will also be available for each channel.
Consults - This shows the total number of times the agents for the service have made a consultation. A consult does not always result in an agent making a transfer (this is a separate stat that is also available). Note that only calls can have this outcome.
Transfers - This shows the total number of calls the agents for this service and work types have attempted to transfer. This includes Blind transfer attempts and Warm Transfer attempts. Note that only calls can have this outcome.
Team Leaders have the ability to set which columns they want to see by clicking on the settings button in the top right-hand corner of the grid view. This gives the Team Leader the flexibility to add or remove fields.
From the settings menu, team leaders can set which of the columns reflect on the grid view as well as create their own colour-coded notifiers.
Team leaders are able to search for columns by name using the stats search field located on the top left-hand side of the setting view. Columns can be added or removed by selecting the tickbox on the left-hand side of the stat name. Refer to the image below:
Team leaders can also create custom dashboard notifiers with their own unique colour codes.
This can be done by clicking on the plus(+) symbol on the far right-hand side of the settings view.
A new row will be created for the stat you are editing, from here you set the value at which the custom colour notifier will take effect. Simply input the number in the value field for the stat in question and select your colour in the colour column as seen below:
Some of the stats have pre-created colour notifiers in place which can be changed by clicking on the value or colour column in the stat row.
Custom colour notifiers can also be deleted by clicking on the bin icon located on the far right-hand side of the settings view.
To save your changes simply click on the save button at the bottom of the settings view
Clicking on the reset button will reset the grid view back to its original state.
*imp - your grid view settings are stored in cloud storage which means that whenever you log in to your dashboard regardless of where you are logging in from your settings will be present.
List of all the stats available in the Settings menu:
Interaction Live Stats: |
Short name |
Full name over hover |
Service |
Service |
Worktype |
Worktype |
BP |
Business Partner |
Off |
Offline |
On |
Online |
On Duty |
On Duty |
Off Duty |
Off Duty |
Conversing |
Conversing |
W. A |
Waiting Agents |
N.R |
Not Responding |
W. |
Waiting Interactions |
W. Calls |
Waiting Calls |
W. Chats |
Waiting Chats |
W. Emails |
Waiting Emails |
W. IMs |
Waiting Instant Messages |
W. SMS |
Waiting SMS |
W. Tickets |
Waiting Tickets |
L.W |
Longest Waiting |
L.W Call |
Longest Waiting Call |
L.W Chat |
Longest Waiting Chat |
L.W Email |
Longest Waiting Email |
L.W IM |
Longest Waiting Instant Message |
L.W SMS |
Longest Waiting SMS |
L.W Ticket |
Longest Waiting Ticket |
Out SLA |
Out of SLA |
In SLA |
In SLA |
Calls Out SLA |
Calls Out SLA |
Calls In SLA |
Calls In SLA |
Chats out SLA |
Chats out of SLA |
Chats in SLA |
Chats in SLA |
Emails Out SLA |
Emails Out of SLA |
Emails in SLA |
Emails in SLA |
IMs Out SLA |
Instant Messages Out of SLA |
IMs In SLA |
Instant Messages in SLA |
SMS Out SLA |
SMS Out of SLA |
SMS in SLA |
SMS in SLA |
Tickets Out SLA |
Tickets Out of SLA |
Tickets in SLA |
Tickets in SLA |
Interactions Today's Stats: |
Tot. Rec. |
Total Received Interactions |
Rec. Calls |
Calls Received |
Rec. Chats |
Chats Received |
Rec. Emails |
Emails Received |
Rec. IMs |
Instant Messages Received |
Rec. SMS |
SMS Received |
Rec. Tickets |
Tickets Received |
HDL |
Handled Interactions |
HDL Calls |
Calls Handled |
HDL Chats |
Chats Handled |
HDL Emails |
Emails Handled |
HDL IMs |
Instant Messages Handled |
HDL SMS |
SMS Handled |
HDL Tickets |
Tickets Handled |
ABND |
Abandoned |
ABND Calls |
Calls Abandoned |
ABND Chats |
Chats Abandoned |
ABND IMs |
Instant Messages Abandoned |
MIS |
Missed |
MIS Calls |
Calls Missed |
MIS Chats |
Chats Missed |
MIS IMs |
Instant Messages Missed |
CB |
Callback |
FW |
Forwarded |
VM |
Voicemail |
AWT |
Average wait time Interactions |
AWT Calls |
Average wait time for Calls |
AWT Chats |
Average wait time for Chats |
AWT Emails |
Average wait time Emails |
AWT IMs |
Average wait time for Instant Messages |
AWT SMS |
Average wait time for SMS |
AWT Ticket |
Average wait time Tickets |
AHT |
Average Handle Time Interactions |
AHT Calls |
Average Handle Time for Calls |
AHT Chats |
Average Handle Time for Chats |
AHT Emails |
Average Handle Time for Emails |
AHT IMs |
Average Handle Time for Instant Messages |
AHT SMS |
Average Handle Time for SMS |
AHT Tickets |
Average Handle Time Tickets |
Tot. In SLA 30 min |
Total In SLA 30 min |
Tot. Out SLA 30 min |
Total Out of SLA 30 min |
Tot.Calls In SLA 30 min |
Total Calls In SLA 30 min |
Tot.Calls Out SLA 30 min |
Total Calls Out of SLA 30 min |
Tot.Chats in SLA 30 min |
Total Chat in SLA 30 min |
Tot.Chats Out SLA 30 min |
Total Chat Out of SLA 30 min |
Tot.Emails in SLA 30 min |
Total Emails in SLA 30 min |
Tot.Emails Out SLA 30 min |
Total Emails Out of SLA 30 min |
Tot.IM in SLA 30 min |
Total Instant Message in SLA 30 min |
Tot.IM Out SLA 30 min |
Total Instant Message Out of SLA 30 min |
Tot.SMS in SLA 30 min |
Total SMS in SLA 30 min |
Tot.SMS Out SLA 30 min |
Total SMS Out of SLA 30 min |
Tot.Ticket in SLA 30 min |
Total Ticket in SLA 30 min |
Tot.Ticket Out SLA 30 min |
Total Ticket Out of SLA 30 min |
HDL Out SLA 30 min |
Handled In SLA 30 min |
HDL In SLA 30 min |
Handled Out of SLA 30 min |
HDL Calls in SLA 30 min |
Calls Handled In SLA 30 min |
HDL Calls Out SLA 30 min |
Calls Handled Out of SLA 30 min |
HDL Chats in SLA 30 min |
Chat Handled In SLA 30 min |
HDL Chats Out SLA 30 min |
Chat Handled Out of SLA 30 min |
HDL Emails in SLA 30 min |
Emails Handled In SLA 30 min |
HDL Emails Out SLA 30 min |
Emails Handled Out of SLA 30 min |
HDL IM’s in SLA 30 min |
Instant Message Handled Out of SLA 30 min |
HDL IM’s Out SLA 30 min |
Instant Message Handled In SLA 30 min |
HDL SMS in SLA 30 min |
SMS Handled Out of SLA 30 min |
HDL SMS Out SLA 30 min |
SMS Handled In SLA 30 min |
HDL Tickets in SLA 30 min |
Tickets Handled Out of SLA 30 min |
HDL Tickets Out SLA 30 min |
Tickets Handled In SLA 30 min |
Tot. Out SLA (day) |
Total Out of SLA(day) |
Tot. In SLA (day) |
Total In SLA (day) |
Tot. Calls Out SLA (day) |
Total Calls Out of SLA (day) |
Tot.Calls In SLA (day) |
Total Calls in SLA (day) |
Tot.Chats Out SLA (day) |
Total Chats Out of SLA (day) |
Tot.Chats In SLA (day) |
Total Chats in SLA (day) |
Tot.Emails Out SLA (day) |
Total Emails Out of SLA (day) |
Tot.Emails In SLA (day) |
Total Emails in SLA (day) |
Tot.IM Out SLA (day) |
Total Instant Message Out of SLA (day) |
Tot.IM In SLA (day) |
Total Instant Message in SLA (day |
Tot.SMS Out SLA (day) |
Total SMS Out of SLA (day) |
Tot.SMS In SLA (day) |
Total SMS in SLA (day) |
Tot.Tickets Out SLA (day) |
Total Tickets Out of SLA (day) |
Tot.Tickets In SLA (day) |
Total Tickets in SLA (day) |
HDL Out SLA (day) |
Handled Out of SLA (day) |
HDL In SLA (day) |
Handled In SLA (day) |
HDL Calls in SLA (day) |
Calls Handled In SLA (day) |
HDL Calls Out SLA (day) |
Calls Handled Out SLA (day) |
HDL Chats in SLA (day) |
Chats Handled Out SLA (day) |
HDL Chats Out SLA (day) |
Chats Handled In SLA (day) |
HDL Emails in SLA (day) |
Emails Handled Out SLA (day) |
HDL Emails Out SLA (day) |
Emails Handled In SLA (day) |
HDL IM’s in SLA (day) |
Instant Message Handled Out SLA (day) |
HDL IM’s Out SLA(day) |
Instant Message Handled In SLA (day) |
HDL SMS in SLA (day) |
SMS Handled Out SLA (day) |
HDL SMS Out SLA (day) |
SMS Handled In SLA (day) |
HDL Tickets in SLA (day) |
Tickets Handled Out of SLA (day) |
HDL Tickets Out SLA (day) |
Tickets Handled In SLA (day) |
Consults |
Consults |
Transfers |
Transfers |