The ‘Overview’ Reporting page provides information about the services according to filtered KPIs and periods.

Web Reporting - Services Overview

Widgets on the ‘Overview’ page

‘Overview’ page contains three widgets:

  • ‘All services’ widget,
  • ‘Favorites’ widget,
  • ‘Comparison’  widget.


Widget settings are configured and stored per supervisor so that they persist upon login or page switching and do not affect settings of other supervisors.

The services shown are individually configured via the settings: 

All Services widget

The ‘All Services’ widget tendencies of (Σ HandledByAgent, Σ HandledByMachine and Σ Hangup conversations) in total for all the services to that a supervisor has permissions. The chosen period is shown in the widget header.

Web Reporting - Services Overview All Services

Chart

  • Y-axis – number of calls,
  • X-axis – the dates (when several days are chosen in settings) or hours (when one day is chosen in settings),
  • Legend: Clickable filter with Task Result Groups: Handled By User, Handled By Machine, Customer Hangup and Not Handled.

Settings

To open the settings of the widget, click on ‘Settings’ button and choose between the following values:

ElementDescription

Period

Allows for a Relative / Absolute date to be specified for comparison.

Favorites widget

The ‘Favorites’ widget allows you to choose up to 4 favorite services each with their defined metrics. The chosen period is shown in the widget header. 

Web Reporting - Services Overview Favorites

Tiles

Services and information about them are shown as tiles. Each tile shows:

  • KPI name
  • KPI value for chosen period
  • KPI value for comparison period (in grey)
  • Colors indicate comparative tendency over the compared period.

Settings

To open the settings of the widget, click on ‘Settings’ button

 and choose between the following values:

ElementDescription

Period /
Comparison Period:


(lightbulb) Think of this as: Current VS Past

Allows for a Relative / Absolute date to be specified for comparison. The following rules apply: 

  • The comparison period start time must be in the historical past of the current period
  • Timespans must be comparable (e.g. "yesterday" as relative date can have a "1 day" absolute interval to match).

KPI

The list of KPI that may be chosen for the selected Service.

(lightbulb) All KPI use the same period

Comparison widget

The ‘Comparison’ widget shows one KPI over a chosen period for all the services that supervisor is allowed to see according to RBAC.

  • By default, the ‘Comparison’ is collapsed and supervisor sees the 6 best and the 6 worst services, but he can expand the ‘Comparison’ to see all the services. The widget header shows the chosen KPI (dropdown), Sorting (dropdown) and Period.

Tiles

Services and information about them are shown as tiles. Each tile shows:

  • KPI name
  • KPI value for chosen period
  • KPI value for comparison period (in grey)
  • Colors indicate comparative tendency over the compared period.

Settings:

To open the settings of the widget, click on ‘Settings’ button and choose the following values:

ElementDescription

Period /
Comparison Period:


(lightbulb) Think of this as: Current VS Past

Allows for a Relative / Absolute date to be specified for comparison. The following rules apply: 

  • The comparison period start time must be in the historical past of the current period
  • Timespans must be comparable (e.g. "yesterday" as relative date can have a "1 day" absolute interval to match).

KPI

The list of KPI that may be chosen for the selected Service.

(info)  All KPI use the same period

(lightbulb) Can be changed in the Widget frontend UI as well

Sorting

Allows to sort Services in the front view by 

  • Difference (greated difference-value first)
  • Current Value (highest first)

(lightbulb) Can be changed in the Widget frontend UI as well

Print Report

You can print the report using the ‘Print’ button. 

(info) Printouts are officially supported for the Chrome browser.