Preconditions

In order to see meaningful data in the Reporting Tab you need:

  • A service with at least 1 "Active" user (either Teams Channel owner or member), able to handle Nimbus distributed tasks.
  • Workflows set to handle the calls, and Opening Hours defined to accept incoming calls. Both are configured via the Service Settings.
  • At least one productive day of operation to get meaningful aggregated data being shown

Overview

The Reporting tab aggregates long-term Service Statistics.

(lightbulb) Nimbus gathers historic reporting data automatically in the background and stores it in a database. This is done via a Services bot that operates in the background of conversations and conferences.

While the Nimbus bot handles and distributes calls it is also collecting service, user and task metrics to display as graphs. 

Reporting Statistics view of a Service


Service Statistics

This widget collects historical service metrics - similar to the ones found on the Dashboard. Data is aggregated from multiple productive days, up to 1 month (30days).

Handling tasks via the dashboard

Good to know

You can get detailed data point details by mousing over the chart areas as shown in the example above.

Use the filter controls to dynamically adjust the scope (time period) of shown data points:

  • Current Day 
  • Last 48h
  • Last 7 days
  • Last 30 days

The following elements and options are shown:

NameDefinition
KPI Metrics (Pie Chart)Shows overall Task handling results, Reachability and SLA fulfillment rate.

Queue Time
(mm:ss)

Shows the mean average queue time of incoming calls for the selected time period

Connected Time
(mm:ss)

Shows the mean average connected time of handled calls for the selected time period

Interactions / Task Resolution Bar Chart

(bottom area)

Shows detailed per-day task resolutions as bar chart for the selected time period

(lightbulb) You can click on the legend at the right right hand side to toggle the data points on and off.

Team Statistics Elements

Users Statistics

This widget lists Task resolutions on a  per Nimbus service-user basis. Data is aggregated from multiple productive days, up to 1 month (30days).

Handling tasks via the dashboard

Good to know

You can get detailed data point details by mousing over the chart areas as shown in the example above.

Use the filter controls to dynamically adjust the scope (time period) of shown data points:

  • Current Day 
  • Last 48h
  • Last 7 days
  • Last 30 days

The following elements and options are shown:

NameDefinition

user

(Names)

service user entries

Task Resolution

(Bars and Numbers)

Shows data bars for accepted / not accepted tasks

(info) RONA is also counted towards not accepted.

(lightbulb) A mean average bar is shown as dashed line 

Legend / Category
(footer at bottom)

(lightbulb) You can click on the legend entries to turn data points on and off.

Members Statistics Elements

Tasks Heatmap

This widget contains a heat-map comparing task resolutions on a 1-4 week scope.

Handling tasks via the dashboard

Good to know

You can get detailed data point details by mousing over the chart areas as shown in the example above.

Use the filter controls to dynamically adjust:

  • The scope (time period) of shown data points of 1-4 Weeks

  • The task resolution type (all, handled, not handled)

General concept: Bigger circles mean that more tasks (of the filtered "task resolution type") have been recorded that day and hour. The circle size is always rendered in relation of smallest to largest amount of tasks counted within the given time period.

NameDefinition

Weekday (Row)

Sorts the accumulated tasks per day.

Time of Day (Column)

Summarizes tasks in hourly intervals

Tasks Heatmap Elements