After you log in to Realtime Reporting, you can see the SAMPLE Agent by Queue Performance and SAMPLE Queue Summary dashboards. Default dashboards are available after deploying your contact center or registering a new user and have the Sample prefix in their name. By default, these dashboards are shared with all reporting supervisors and administrators. You can view, clone, export, and set as favorite default dashboards. Do not edit or delete default dashboards as you cannot restore the default configuration.
You can also view shared dashboards that other users create. Any reporting supervisor or administrator can modify the shared dashboards. If a supervisor or an administrator changes the dashboard view from Shared to Private, then that supervisor or administrator owns the dashboard.
Agents can also access certain real-time reports if account administrators assign the Reporting_Supervisor role to the agent. However, it is recommended that only supervisors create, clone, and export dashboards and views. Agents are advised not to create dashboards with CDR views as it is not supported. Agents can view all shared dashboards but it is recommended that agents only view the dashboards with the 'Agent' prefix, for example, Agent Sales Dashboard.
The SAMPLE Agent by Queue Performance dashboard shows agent statistics as compared to other agents in the same queue, including the number of routed and answered interactions, the number of agent sessions with supervisors, and the After Contact Work (ACW) details.
The SAMPLE Queue Summary dashboard shows queue statistics, including the number of waiting, answered and completed interactions, the number of interactions disconnected by the customer, and the number of available and busy agents.
Realtime Reporting provides the corresponding default views that you can use for dashboard configuration. By default, the default views are shared with all reporting supervisors and administrators. You can view, clone, and export the default views. Do not edit or delete default views as you cannot restore the default configuration.
