The Group Dashboard provides detailed statistics about calls in relations to groups. It works in a very similar manner to the User Dashboard.
Access it by selecting User Dashboard from the Analytics menu.
The dashboard will launch with the default settings. It has many choices, but the basic selection you need to make works like this:
1. Selecting groups > 2. Selecting a time frame > 3. Selecting data and charts > 4. Applying data to charts
Selecting Groups (1)
Click the Groups drop-down menu to determine for which group the dashboard's statistics will be applied for. The default choice is All Groups, meaning the data from all the groups will be combined for the statistical calculations.
The groups available for selection depend on filters (see below in section 3). Also only groups which actually have some useful data in them in the relevant time frame are available for selection here. If a group had no calls in the selected Time Frame than it is will not be shown.
The color of the name of a group corresponds to the color its data will be displayed in the columns and doughnuts charts.
There is an important distinction to note here:
By selecting All Groups (or more than one group) you will be comparing the number of calls per group, showing you which group is busier.
But by selecting a specific user you will see a statistical breakdown only for him showing further breakdown to different call types.
Selecting Time Frame (2)
Click here to display a drop-down menu to determine for what Time Frame the dashboard's statistics will be applied for. The predefined choices are Today, Yesterday, This Week, Last Week, This Month, and Last Month
You can input any time frame of your choice by selecting Custom. This will open a window prompting you to enter two date and time ranges. You also need to name this custom time frame and Save it. It will be available under this name from the drop-down menu until you log out or refresh your web page.
After saving a custom time frame click the pen icon next to its name to edit it. Click the name itself will apply it.
Selecting Data and Charts (2)
Now you will select what data values and charts will be displayed on the screen. Do so by clicking the triangle icon on the top right side of the screen to access the Filter & Settings menu.
The icon to the left of it, with the two arrows, is used to refresh the data. That is once some time passed and new calls have arrived, you will want to refresh the data relating to those calls.
The Filter & Settings menu has three sub-menus Filter by Groups, Set Data Values, and Charts to Display. This is how the later two relate to the information on screen:
Set Data Values
Here you set summery data to be displayed in the information bar as shown above. You check-mark data that you want to be included in the bar and uncheck data that you want to be removed from the bar.
The data displayed in the information bar is limited to the selected time frame.
Data values can also be selected and applied to the charts. More on this later.
Charts to Display
Here you select what data charts will be displayed. Each chart has its own window. Check charts that you want to be displayed and uncheck charts that you want to be removed from the screen.
Column Chart by Group - a columns chart showing either calls, durations, or users for all selected groups in the selected time frame. Hover your mouse on any of the columns to display a text bubble with an exact figure for the relevant item.
Doughnut chart by queue - a doughnut chart showing either calls, durations, or users for all selected groups in the selected time frame. Hover your mouse on any of the doughnut's section to display a text bubble with an exact figure for the relevant item.
Line chart by time - a line chart for all selected groups in the selected time frame showing the relation between either calls, durations, or users and points in time. Click on the green arrow icons on the left or right to scroll the window. Hover your mouse anywhere the line changes an angle or at the edge of the window to display a text bubble with an exact figure for that time point. There are four such points in the example shown here, marked by red circles. "6 users" are shown at the mouse point.
Column chart by time - a column chart for all selected groups in the selected time frame showing the relation between either calls, durations, or users and points in time. Click on the green arrow icons on the left or right to scroll the window. Hover your mouse on any column to display a text bubble with an exact figure for the relevant time point. Here, for example, on the 15th of the month the total talk time was "03:10:53" hours.
You may notice that Column or Doughnuts by Users charts will disappear when selecting a specific user. This is because the user has only one group with valid data to display. In this case the chart is not very useful. The doughnut chart for example will not have any sections. It will just be made up from one solid circle. Still if you wish, you can go to the Charts To Display menu and have them displayed regardless.
Related Call Logs - this is not a chart, but a list of calls for all selected users in the selected time frame reflecting the selected data value.
The log lists:
- Phone Number - of the caller and his caller ID.
- Called number - the number where the call arrived at. For calls arriving from external sources this is usually the Auto Attendant Main Menu.
- Type - the type of the call. It can be internal, incoming, or outgoing.
- Status - was the call answered, canceled by the caller, or ended up in a mailbox. It can also be Chanunavil that indicated the call was routed to a communication Chanel that cannot provide a status information for it.
- User - the name of the User that handled it.
- Time - the time the call took place.
- Talk Duration - talk duration for the call.
Click on the full screen icon on the right side to expand the window or to shrink it back to normal size. Unlike the chart windows, you cannot move the Related Call Log window. It will always appear in the bottom of the screen.
Next to each category, except for Phone number, there are a pair of small sorting arrows -. Click a pair once to sort the category in ascending order. Click again to sort it by descending order. Click on another category to resort the list accordingly.
Which category is currently selected for sorting? This is indicated by the category having only one arrow next to it, instead of a pair. In the example above this is the Status category, marked by a red arrow.
Click on the Full Screen icon on the top right corner of a chart window to resize it to a full screen. All other charts and data will be hidden. To return the window to regular screen click the same icon that now looks like - .
Click on the Width icon on the top left corner of a chart window to extend it horizontally and occupy the full length of the screen. All other charts and data will shift to accommodate the extra width. To shrink the window width back to regular size click the same icon that now looks like - .
The full width window includes more time points and the perspective of the chart may look different. In the example above it seems we had a strong peak on the 5th of the month. But when expended to full width we see that, compared to the peaks on the 14th and the 17th, the data from the 5th (marked by red ellipse) was actually rather low in magnitude.
To move a chart window, click anywhere inside it, hold the mouse button, and and then start dragging it around. The queue will become translucent. Move it over over another chart window that you want to switch places with. The chart window you will be switching places with will have red borders to indicate it is selected. Let go of the mouse button and the windows will switch places.
If you start dragging immediately, your browser may think you are trying to highlight text. Therefore click, wait a moment, and then start dragging.
Filter by Groups
Unlike the Group Menu where you can only select All Queues or one specific Queue, the Filter by Groups allows you to select multiple groups at once. Check and uncheck the groups you want to work with and click Filter. The groups you have checked will immediately be applied to all open charts.
Also only the checked groups will be available in the Groups Menu. This means that when you select All Groups, you are not really selecting all the existing groups in the ACD, but just those that you previously checked here.
Click CLEAR to remove the filter and make all the users available in the Users menu.
Applying Data to Charts (4)
The data values appearing in the information bar, in addition to providing information, also function as clickable buttons. When you click one of them, you choose what kind of data value will be applied to the display of all the chart windows. The currently clicked value is brown in color and also indicated by a line, as marked by the red arrow above.
So if we have Missed By Group clicked the chart window will display a count of missed calls.
And if we click Total Talk Duration we the chart window will display duration information in seconds.
Remember... if you have several or All users selected, as in the above examples, the data in all the charts displayed will directly relate to the clicked data value as they apply for the groups. Simple enough. Missed By Group will display a breakdown of calls value per group in all charts etc.
But if only one group is selected, the chart windows display a breakdown of the data value into types of calls as they relate to that one group.