Latest revision as of 04:04, 29 May 2024

• 5.19 • 5.3 • 5.8

Time Series Widgets

Time Series widgets display data from team or service related statistics and chart them over regular time intervals. Each statistic is displayed on the chart's Y-axis (i.e., vertically), while the selected time interval is displayed on the X-axis of the chart (i.e., horizontally). The visualized data allows you to monitor performance at a glance and analyze it over short or long periods of time.

A time series widget displaying teams information

Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Time Series settings are as follows.

Title

The Title setting allows you to name your widget.

Series Type

There are two series types available for display: Services and Teams. Series type is displayed as a statistic on the Y-axis; the value of each statistic is noted per statistic type. The series type statistics are as follows.

Services Statistics

Statistic	Value
Inbound in queue now	number of calls
Inbound in IVR, queue or on agents now	number of calls
Inbound interactions answered in Service Level % (moving window)	number of calls
Inbound in IVR now	number of calls
Inbound received	number of calls
Inbound abandoned	number of calls

Teams Statistics

Statistic	Value
Matching agents busy	number of agents
Matching agents logged-in	number of agents
Matching agents ready	number of agents
Matching agents not ready	number of agents
Occupancy of matching agents	percentage

Time Range

For both Service and Team monitoring, the following time intervals are available for display on the X-axis of the chart:

5 minutes
15 minutes
1 hour
3 hours
6 hours
12 hours
24 hours
2 days
7 days< Previous | Next >

@@ Line 1: / Line 1: @@
-<translate>= Time Series Widgets Configuration =
+= Time Series Widgets =
+Time Series widgets display data from team or service related statistics and chart them over regular time intervals. Each statistic is displayed on the chart's Y-axis (i.e., vertically), while the selected time interval is displayed on the X-axis of the chart (i.e., horizontally). The visualized data allows you to monitor performance at a glance and analyze it over short or long periods of time.
-== Time Range Options ==
+[[File:Time-Series-Widgets-Team-Chart-53.PNG|800px|thumb|center|A time series widget displaying teams information]]
+== Settings ==
+Users with the privilege [[Contact-center-administrator-guide/Privileges#Supervision_group|Customize Wallboards]] may edit the control settings of wallboard widgets. Time Series settings are as follows.
+=== Title ===
+The ''Title'' setting allows you to name your widget.
+=== Series Type ===
+There are two series types available for display: ''Services'' and ''Teams''. Series type is displayed as a statistic on the Y-axis; the value of each statistic is noted per statistic type. The series type statistics are as follows.
+==== Services Statistics ====
+{|border="1" style="border-collapse:collapse" cellpadding="5"
+|Statistic
+|Value
+|-
+|[[Reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|Inbound in queue now]]
+|number of calls
+|-
+|[[Reporting-reference-guide/AllMetrics#Inbound_Calls_in_IVR.2C_Queue_or_on_Agents_Now_.28IN_Calls_in_Progress.29|Inbound in IVR, queue or on agents now]]
+|number of calls
+|-
+|[[Reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Interactions_Answered_in_Service_Level_Over_20_Most_Recent_Calls_.28IN_Svc_Level_.25_or_SLA.29|Inbound interactions answered in Service Level % (moving window)]]
+|number of calls
+|-
+|[[Reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_in_IVR_.28IN_in_IVR.29|Inbound in IVR now]]
+|number of calls
+|-
+|[[Reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_.28IN_Received.29|Inbound received]]
+|number of calls
+|-
+|[[Reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned.29|Inbound abandoned]]
+|number of calls
+|}
+==== Teams Statistics ====
+{|border="1" style="border-collapse:collapse" cellpadding="5"
+|Statistic
+|Value
+|-
+|[[Reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Matching agents busy]]
+|number of agents
+|-
+|[[Reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Matching agents logged-in]]
+|number of agents
+|-
+|[[Reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Matching agents ready]]
+|number of agents
+|-
+|[[Reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Matching agents not ready]]
+|number of agents
+|-
+|[[Reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|Occupancy of matching agents]]
+|percentage
+|}
+=== Time Range ===
+For both Service and Team monitoring, the following time intervals are available for display on the X-axis of the chart:
 * 5 minutes
 * 15 minutes
@@ Line 11: / Line 71: @@
 * 2 days
 * 7 days
-== Services ==
-[[File:Time-Series-Widgets-Services-Chart-53.PNG|800px|thumb|center|A time series widget displaying services information]]
-===== Inbound queue now =====
-===== Outbound call attempts in progress now =====
-===== Inbound interactions answered in Service Level % (moving window) =====
-===== Inbound in IVR now =====
-===== Inbound received =====
-===== Inbound abandoned =====
-== Teams ==
-[[File:Time-Series-Widgets-Team-Chart-53.PNG|800px|thumb|center|A time series widget displaying teams information]]
-===== Matching agents busy =====
-===== Matching agents logged-in =====
-===== Matching agents ready =====
-===== Matching agents not ready =====
-===== Occupancy of matching agents =====
-</translate>

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