The User Dashboard provides detailed statistics about users in relation to calls they received. It works in a very similar manner to the Group 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. Select Users
Click on the User Menu to bring a drop-down menu to select users the dashboard's statistics will be applied for. The default choice is All Users, meaning the data from all users will be combined for the statistical calculations.
The users available for selection depend on filters (see below in section 3), which also allow you to select multiple users. Additionally only users which actually had some useful data are shown for selection here. If a user had absolutely no calls (in the selected Time Frame) than it is not available to be selected.
There is an important distinction to note here:
By selecting All Users (or more than one agent using filters) you will indeed see a statistical breakdown for each user, showing you, for example, which user is busier.
But by selecting a specific user you will see a statistical breakdown for that agent per group, showing you, for example, in which group the agent was busiest.
2. Select Time Frame
Click here to bring a drop-down menu to determine for what Time Frame the dashboard's statistics will be applied for. The predefined choices are Today,This Week, Last Week, This Month, and Last Month. Or you may 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.
3. Select Data and Charts
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 submenus Filter by Agent, 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 the 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.
- Answered Calls - The number of calls answered per user(s) in all the groups he belongs to in the selected time frame.
- Answered by Mailbox - The number of calls per user(s) that went to his mailbox in all the groups he belongs to in the selected time frame.
- Canceled - The number of calls per user(s) that clients hung up while holding, or the number of calls per user that he himself hung up.
- Answered Group Calls - A client can call a user directly or he can call the group a user belongs too. Answered group calls count the amount of calls a user answered that first arrived to his group.
- Outgoing Calls - The number of outgoing calls from user(s) to clients in all the groups he belongs to in the selected time frame.
- Total Call Duration - The total combined durartion of talk time and hold time per user(s) in all the groups he belongs to in 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. You check-mark charts that you want to be displayed and uncheck charts that you want to be removed from the screen.
Column Chart by Users - If one agent is selected, this will show the selected data value with each column representing a group that the agent was active in during 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.
If All Agents or more than one agent is selected, this will show a breakdown for the data value per agent in the selected time frame.
Doughnut chart by users - If one user is selected, this will show the selected data value with each section of a doughnut representing a group that the agent was active in during 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.
If All Users or more than one user is selected, this will show a breakdown for the data value per agent in the selected time frame.
Line chart by Hour- A line chart for all selected users in the selected time frame showing the relation between the data value 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.
Line Chart works the same regardless of your user selection - be it one, multiple or All Users. Here we see "5 calls" at the 17th of the month. This could be 5 calls for just say Alexander Garcia, or 5 calls for all users in all groups for that particular date.
Column chart by hour - Column chart for all selected users in the selected time frame showing the relation between the data value 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 that time point.
Column Chart works the same regardless of your agent selection - be it one, multiple or All Users. Here we see a total talk duration of "03:10:53" at the 15th of the month. This could be the duration for just say Alexander Garcia or for all users in all groups for that particular date.
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:
- The Phone Number of the caller and his caller ID
- The Called number - the call arrived at. Usually the Auto Attendant Main Menu - that is the main phone greeting, or the actual number for an outgoing call.
- The Type of the call - internal, incoming, or outgoing.
- Its final Status - was it answered, canceled by the caller, or ended up in a mailbox?
- The name of the User that handled it.
- The Time it took place
- The Talk Duration.
Click on the icon on the right side to expand the window to full screen or to shrink it back to normal size.
Unlike the chart windows, you cannot move the Related Call Log window or resize it in another manner. It will always appear in the bottom of the screen and occupy a full width of it.
Notice the small arrows next to Type, Status, User, Time, and Talk Duration. These allow you to sort the list of calls shown. One click on any arrow pairs will select the category and sort in ascending order. Click again to sort it by descending order. Click on another category to resort the list accordingly.
The list can only be sorted by one category at a time. 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 Time category, marked by a red circle.
Resizing and Moving Charts
Click on the Full Screen icon on the top right corner of a chart window to resize it to occupy a full screen. All other charts and data will be hidden. To return the window to regular screen, click again on the icon on the top right corner .
Click on the Full Width icon on the top left corner of a chart window to double it horizontally and occupy the full length of the screen. All other charts and data will shift to accommodate the extra width.
The icon on the top right corner has now changed to Regular Width . Click it to cut the chart window back to regular width.
Note that because full length mode includes more time points, 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 length we see that compared to the peaks on the 14th and the 17th the data from the 5th (marked by a red ellipse) was actually very 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 get red borders to indicate it is selected. Let go of the mouse button and the windows will switch places.
If you start dragging immediatly, your browser may think you are trying to highlight text. Therefore click, wait a moment, and then start dragging.
Filter by Users
Unlike the Users Menu where you can only select All Users or one specific agent, the Filter by Users allows you to select multiple agents at once. Check and uncheck the users you want to work with and click Filter. The users you have checked will immediately be applied to all open charts.
Also only the checked users will be available in the Users Menu. This means that when you select All Users, you are not really selecting all the existing users in the Analytics, but just those that you previously checked here.
4. Apply Data to Charts
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 what all the chart windows display. The currently clicked value is indicated by a yellow line, as marked by the red arrow above.
So if we have Answered Calls clicked we will get a chart window that breaks down calls, like this:
And if we click Total Call Duration we will get a chart window that breaks down durations, like this:
As mentioned before, there is a very important distinction to note here.
If you have several users or All users being 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 userts. Simple enough. Answered Calls will display a breakdown of calls value per user in all charts. Canceled will display a breakdown of canceled calls per agent in all charts etc.
But if only one agent is selected, the chart windows may display a breakdown of groups relating to the user involved and the date value.
In the example we see here, we have only the Emma Cummings selected and we have clicked a data value of Outgoing Calls. The Line Chart by Hour indeed shows us the number of calls in relation to dates. But the Column and Doughnut Charts by User, first show a breakdown for Emma Cummings by groups, and then the calls per group.