From Bright Pattern Documentation
Jump to: navigation, search
(Updated via BpDeleteTranslateTags script)
 
(5 intermediate revisions by 3 users not shown)
Line 1: Line 1:
−
<translate>= Time Series Widgets =
+
= Time Series Widgets =  
−
Time Series widgets display data from team or service related metrics and charts them over regular time intervals. This visualized data allows you to monitor performance at a glance and analyze it over short or long periods of time.
+
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.
  
−
== 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.
 
  
−
=== Services ===
+
[[File:Time-Series-Widgets-Team-Chart-53.PNG|800px|thumb|center|A time series widget displaying teams information]]
−
The Services display allows you to display the following statistics for services monitoring.
 
  
−
===== [[Reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|Inbound in queue now]] =====
 
  
−
===== [[Reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_Currently_in_Progress_.28OUT_in_Progress.29|Outbound call attempts in progress now]] =====
+
== 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.
−
===== [[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)]] =====
 
  
−
===== [[Reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_in_IVR_.28IN_in_IVR.29|Inbound in IVR now]] =====
+
=== Title ===
 +
The ''Title'' setting allows you to name your widget.
  
−
===== [[Reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_.28IN_Received.29|Inbound received]] =====
+
=== 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.  
  
−
===== [[Reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned.29|Inbound abandoned]] =====
+
==== 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
 +
|}
  
−
[[File:Time-Series-Widgets-Services-Chart-53.PNG|800px|thumb|center|A time series widget displaying services information]]
+
=== Time Range ===  
−
 
+
For both Service and Team monitoring, the following time intervals are available for display on the X-axis of the chart:
−
 
 
−
=== Teams ===
 
−
The Teams display allows you to display the following statistics for team monitoring.
 
−
 
 
−
===== [[Reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Matching agents busy]] =====
 
−
 
 
−
===== [[Reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Matching agents logged-in]] =====
 
−
 
 
−
===== [[Reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Matching agents ready]] =====
 
−
 
 
−
===== [[Reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Matching agents not ready]] =====
 
−
 
 
−
===== [[Reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|Occupancy of matching agents]] =====
 
−
 
 
−
 
 
−
[[File:Time-Series-Widgets-Team-Chart-53.PNG|800px|thumb|center|A time series widget displaying teams information]]
 
−
 
 
−
 
 
−
=== Time Range Options ===
 
−
For both Service and Team monitoring, the following time intervals are available for display:
 
 
* 5 minutes
 
* 5 minutes
 
* 15 minutes
 
* 15 minutes
Line 52: Line 71:
 
* 2 days
 
* 2 days
 
* 7 days
 
* 7 days
−
 
−
 
−
 
−
 
−
 
−
</translate>
 

Latest revision as of 04:04, 29 May 2024

• 日本語
• 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 >
Retrieved from "https://help.brightpattern.com/index.php?title=5.19:Wallboard-builder-reference-guide/TimeSeriesConfiguration&oldid=146308"