Reporting Overview Page
The ‘Overview’ Reporting page provides information about the services according to filtered KPIs and periods.
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.
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:
Element | Description |
---|---|
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.
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:
Element | Description |
---|---|
Period / |
Allows for a Relative / Absolute date to be specified for comparison. The following rules apply:
|
KPI | The list of KPI that may be chosen for the selected Service.
|
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:
Element | Description |
---|---|
Period / |
Allows for a Relative / Absolute date to be specified for comparison. The following rules apply:
|
KPI | The list of KPI that may be chosen for the selected Service.
|
Sorting | Allows to sort Services in the front view by
|
Print Report
You can print the report using the ‘Print’ button.
Printouts are officially supported for the Chrome browser.