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New Data Model Dashboards

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Talkdesk Explore™ offers default Dashboards pertaining to the New Data Model, which means that all the information is based on contacts (even the new Ring Attempts information that has been made available was only possible due to the work done with Contacts approach to data). These updates will be transforming data into valuable information. 

A dashboard is a tool that allows users to quickly view, identify and check related measures, based on the applied filters. In the dashboard, you have the ability to manage the information and visually track, analyze, and display measures and dimensions.

The dashboards can be exported from Explore (through the download, send or schedule options) providing you the basic information you need to set up an ad-hoc analysis. 

For more detailed information on all the dashboards mentioned in this article, please consult the Data Dictionary.

 

Agent Contacts' Volumes and Durations 

The available filters are:  

  • Date.
  • Timezone.
  • Team.
  • User.
  • Inside Business Hours (Yes / No).

For more details, please refer to Data Dictionary.

 

The measures are the following:

  • Answered Contacts.
  • Answered AVG Handle Time.
  • Answered AVG Talk Time.
  • Answered AVG After Call Work.
  • Answered AVG Duration.
  • Answered AVG Ring Time.
  • Answered Hold Time vs Handle Time.
  • Connected Contacts.
  • Connected AVG Handle Time.
  • Connected AVG Talk Time.
  • Connected AVG After Call Work.
  • Connected AVG Duration.
  • Connected AVG Connect Time.
  • Connected Hold Time vs Handle Time.

data_model_dashboards_1.png

The Agent Contacts' Volumes and Durations Dashboard illustrates the performance of agents regarding the volumes’ management and contacts’ duration. You can easily visualize your agents’ performance and get valuable insights from the data, to improve not only their performance, but also the customer experience. 

This dashboard is based on the New Data Model and has measures such as Average Handle Time (AHT). All the measures contribute to a better understanding of what’s happening with your agents or teams in your contact center.

By using the user’s filter you’ll be able to get access to the individual information of each agent, or you can also have a look at the overall information of a specific team, by using the team filter.


Contacts' Service Level 

 The available filters are:

  • Date.
  • Contact Ring Group.
  • Timezone.
  • Inside Business Hours (Yes / No).

For more details, please refer to Data Dictionary.

 

The measures are the following:

  • % Service Level.
  • % Answered outside Service Level.
  • Average Wait Time.
  • % Abandoned Contacts.
  • % Missed Contacts.
  • Service Level vs Inbound Volume.
  • % Abandoned vs AVG Wait Time.

data_model_dashboards_2.png

The New Data Model introduced a new calculation for the Service Level: the % Service Level, which is the number of contacts answered within your organization’s waiting threshold.

The Contact’s Service Level Dashboard visually provides a quick overview of the contact center’s performance by showing wait time, abandoned and missed contacts as a contextual measure of your service level. 


Inbound Contacts' Volumes and Durations 

The available filters are:

  • Date.
  • Timezone.
  • Ring Group.
  • Inside Business Hours (Yes/No).

For more details, please refer to Data Dictionary.

 

The measures are the following:

  • Volumes %.
  • Inbound Volumes vs Handle Time.
  • Total Inbound Contacts.
  • Answered Contacts.
  • Abandoned Contacts.
  • Short Abandoned Contacts.
  • Missed Contacts.
  • Voicemail Contacts.
  • Inbound AVG Handle Time.
  • Inbound AVG Talk Time.
  • Inbound AVG After Call Work.
  • Inbound AVG Duration.
  • Inbound AVG Hold Time.
  • AVG Ring Time.

data_model_dashboards_3.png

The Inbound Contacts' Volumes and Durations Dashboard shows the analysis of all types of Inbound Contacts. With the New Data Model approach, the Inbound Contacts includes all the incoming contacts that reach a queue (abandoned, short abandoned, answered, among others.). This dashboard allows you to have a quick glance at the outcomes of your Contact Center incoming volume and it also includes the Average Handle Time (AHT) metric.


Outbound Contacts' Volumes and Durations 

The available filters are:

  • Date.
  • Timezone.
  • Ring Group.
  • Inside Business Hours (Yes/No).

For more details, please refer to Data Dictionary.

 

The measures are the following:

  • Volumes %.
  • Outbound Volumes vs Handle Time.
  • Total Outbound Contacts.
  • Connected Contacts.
  • Not Connected Contacts.
  • Outbound AVG Handle Time.
  • Outbound AVG Talk Time.
  • Outbound AVG After Call Work.
  • Outbound AVG Duration.
  • Outbound AVG Hold Time.
  • AVG Connect Time.

data_model_dashboards_4.png

The Outbound Contacts' Volumes and Durations Dashboard provides an overview of Outbound Contacts, making use of the New Data Model and also the Average Handle Time (AHT) metric for all the outgoing volumes. This overview gives you an analysis of Outbound Contacts, and the learnings that your organization can take from the contact center performance. 


Ring Attempts 

The available filters are:

  • Date.
  • Name.
  • Team.

For more details, please refer to Data Dictionary.

 

The measures of Ring Attempts Dashboard are the following:

  • Answered Ring Attempts.
  • % Answered Ring Attempts.
  • Ignored Ring Attempts.
  • % Ignored Ring Attempts.
  • Rejected Ring Attempts.
  • % Rejected Ring Attempts.
  • Total Ring Attempts.

data_model_dashboards_5.png

The Ring Attempts Dashboard displays an easy visualization of your teams or agents’  performance. You can see the impact of answered, ignored, and rejected ring attempts by the combination of the visualized volumes in the graph. With this view, you can highlight the volume of ring attempts and their respective outcome in your organization. Therefore, you’ll know what can be done to improve the service, and will be able to tailor training and feedback sessions to your agents and teams. This dashboard is also only possible with the developments made with the New Data Model approach.

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