Real-time reporting

Last Updated : Jul 04, 2023 |
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In an Avaya Oceana®, the supervisor reporting dashboard provides real-time reporting capabilities. Using Avaya Workspaces, users can view real-time reporting dashboards to monitor up-to-date statistics for your contact center and resources. You can also view changes in call activity in real time. Avaya Analytics™ provides real-time data for your dashboards. This chapter describes how to use the supervisor reporting dashboard in Avaya Workspaces to view and manage dashboards, views, and widgets.
You must use a minimum screen resolution of 1920 x 1080 when using the supervisor reporting dashboard.
Note:
This chapter does not describe each producer and measure available for use in real-time reporting dashboards in detail. For more information about Avaya Analytics™ producers and measures, see Avaya Analytics™ Data Dictionary.

Dashboards

A dashboard is a collection of one or more real-time data views. A view consists of a reporting widget, and a widget is an individual report control type. The supervisor reporting dashboard supports the following widgets:
  • Bar chart
  • Pie chart
  • Column chart
  • Billboard
  • Table
The supervisor reporting dashboard provides a number of default dashboards that all users can open. The default dashboards, along with the views that they contain, are:
  • Agent Performance
    • Agent Status tabular display
    • Agent Behaviour tabular display
    Note:
    By default, the reporting dashboard in this version of Avaya Workspaces does not display the Account Performance Summary view and Account Performance view. If you had these views in a previous version of Avaya Workspaces, then you must export your Account Performance Summary view and Account Performance view before upgrading Avaya Workspaces and import back after upgrade to this version is complete.
  • Contact Summary
    • Contacts Waiting in Queue Billboard
    • Contacts Abandoned from Queue Billboard
    • Contacts Offered Billboard
    • Contacts Answered Billboard
    • Contacts at Agents Billboard
    • Contacts Transferred to Service Billboard
    • Contacts Transferred to Agent Billboard
    • Contacts Consults Billboard
    • Contacts Holds Billboard
    • Contacts Deferred Billboard
    • Contacts Conference Billboard
    • Contacts Completed Billboard
    Note:
    By default, the reporting dashboard in this version of Avaya Workspaces does not display the Agent Behaviour Summary Bar Chart. If you had this view in a previous version of Avaya Workspaces, then you must export your Agent Behaviour Summary Bar Chart before upgrading Avaya Workspaces and import back after upgrade to this version is complete.
  • Routing Performance Summary
    • Service Distribution tabular display
    Note:
    By default, the reporting dashboard in this version of Avaya Workspaces does not display the Service Performance tabular view. If you had this view in a previous version of Avaya Workspaces, then you must export your Service Performance tabular view before upgrading Avaya Workspaces and import back after upgrade to this version is complete.
Note:
You cannot modify default dashboards. All users can clone these dashboards. You can hide default dashboards using the Hide Dashboard option of the Dashboard Manager.
Users can create, modify, delete, and view dashboards depending on the role type of the user.
You can create new dashboards using the supervisor reporting dashboard. Administrators can create dashboards that are public and available to all users. Supervisors can create private dashboards, visible only to the supervisor user that creates them. Users have the ability to export a dashboard, which administrator users can then import them for public use. All users can also make a clone of an existing default or public dashboard. Cloned dashboards are private. You can create a maximum of 6 private dashboards and 6 public dashboards.
The reporting external window is dependent on the data delivered in Avaya Workspaces. For the data in a given dashboard to be displayed in the external window, you must select the corresponding dashboard in Avaya Workspaces. Once the dashboard is selected, the data in both external and internal windows is updated and displayed in sync.

Views and measures

To create views, Avaya Workspaces uses producers provided by Avaya Analytics™. Avaya Analytics™ provides a list of measures that are available for use in each view. You can add multiple measures to Bar chart, Pie chart, Column chart, and Table views. Billboard views support a single measure only.
You can create calculated measures, which you can use to make compound calculations based on standard Avaya Analytics™ measures. The values for these calculated measures are sent by Avaya Analytics™ for use in views. For example, you can create a calculated measure that calculates the percentage value of offered calls not answered by agents.
By default, all new calculated measures are private and visible only to the user who creates them. If an administrator creates a new calculated measure, the calculated measure is public.
You can create a new calculated measure using the following ways:
  • Standard: Create a standard measure using mathematical functions.
  • Conditional: Create a conditional measure using logical operators.
For more information about Avaya Analytics™ producers and measures, see Avaya Analytics™ Data Dictionary.
When you create a new dashboard, you can select the views that the dashboard displays. You can add views to a dashboard using a number of default layouts. A layout defines the position of each view on the dashboard. You can arrange views vertically, horizontally, or a combination of both.
You can create new views by using one of the supported widgets. For example, create a new Pie chart view using the Pie chart widget. Select the producer to be associated with the view, and then select the measures to be displayed on the view. You can also change the order of the measures and apply formatting changes. You can create an unlimited number of views.
Administrators can create views that are public and available to all users. Supervisors can create private views, visible only to the supervisor user that creates them. You can clone an existing private, or public view. If an administrator clones a view, it is public. Otherwise, cloned views are private.
When you create a view, you must specify the viewing mode for the real-time producers. The options are:
  • Start of Day: View measures accumulated since the start of the current day.
  • Contact Detail Records: View measures relating to individual contacts. These measures are not bounded by any interval timeframes such as Start of Day.
You can create views to support a single instance or multiple instances of data. If you select single instance the measures displayed on the view relate to a single data dimension only, for example an Agent or a Routing Service. If you select multiple instance the measures displayed on the view relate to a collection of data, for example a collection of Agents or Routing Services.
The default refresh rate for all dashboards is 1 second.
You can configure chart control settings for your view. Choose from the following chart control options for your view:
  • Default: This is the default aggregation setting. Each measure in your view is visualized separately for each dimension. For example, if you use an agent-related producer, a separate entry appears per agent for each measure selected.
  • Grouping: If you use the Grouping setting, each measure in your view is grouped, and each dimension is visualized by using color coding and the measure value for each dimension is represented in the view.
  • Aggregation: If you use the Aggregation setting, each measure in your view is visualized separately and the sum of all values for each measure is displayed.
You can apply filtering on the data that is visible for each table view on the dashboard. For example, you can apply filters on any measure displayed in a particular table view. Within real-time table views, the following filtering capabilities are included:
  • For numerical measures on columns within a real-time view, the ability to type the number is supported.
  • For string measures on columns within a real-time view, the ability to exclude and include data is supported using exclusion and inclusion filtering by adding keywords to exclude or include data.
  • For state or channel type measures within a real-time view, the ability to select values to filter on, is supported within drop-downs.
You can also apply filter on a billboard view using the supervisor reporting dashboard. However, you can apply filters only on multiple instance billboards and is applicable only to string and number measures.

Producers

A producer is a collection of measures, grouped to provide contextual real-time data to supervisor reporting dashboard users. Avaya Analytics™ provides the following producers to Avaya Workspaces for use in real-time reporting dashboards:
  • Agent
  • Agent Group
  • Agent by Account
  • Agent by Not Ready Reason Code
  • Routing Service
  • Routing Service Group
  • Routing Service by Agent
  • Site
  • VDN
  • Contact Detail
You can create dashboards using the Start of Day measure from each producer, with the exception of the Contact Detail producer.

Threshold classes

You can use thresholds in views to identify the lower and upper end of the normal range for a measure. You can also add thresholds for specify levels in between the lower and upper ends. You can assign different colors for measures below the normal range, within the normal range, or above the normal range. Real-time views use colors to highlight measures when a measure breaches a configured threshold value. This visually alerts supervisor reporting dashboard users to significant reporting data, such as a high volume of waiting calls that requires immediate attention.
Important:
  • Reason Code is the parameter that defines a threshold, for the real-time report, on the agent time in Not Ready Reason state.
  • To calculate the threshold and to observe the threshold colour change, add the Not Ready Reason measure time to the report.
Administrators can create threshold classes that are public and available to all users. Supervisors can create private threshold classes, visible only to the supervisor user that creates them.
You can apply thresholds on table and billboard views only.
You can add up to 5 thresholds for each measure.

User management

You can administer permissions for supervisor reporting dashboard users by using Avaya Control Manager. Avaya Control Manager administrators can assign create, modify, delete, and view permissions to users. The types of supervisor reporting dashboard users are:
  • Avaya Analytics™ Administrator: This user has permissions to access the supervisor reporting dashboard, but does not use any other Avaya Workspaces features. For example, this user cannot handle interactions. This user sees agents that are assigned to them in Avaya Control Manager Agent Groups.
  • Avaya Analytics™ Supervisor: This user has permissions to access the supervisor reporting dashboard, but does not use any other Avaya Workspaces features. For example, this user cannot handle interactions. This user sees agents that are assigned to them in Avaya Control Manager Agent Groups.
You can assign Avaya Oceana® permissions to supervisor reporting dashboard users in conjunction with Avaya Analytics™ permissions. You assign Avaya Oceana® permissions to Avaya Workspaces users. The types of Avaya Workspaces users are:
  • Avaya Workspaces Administrator: This user is a standard Avaya Workspaces administrator. You can assign this user Avaya Analytics™ administrator or supervisor permissions to access the supervisor reporting dashboard.
  • Avaya Workspaces Supervisor: This user is a standard Avaya Workspaces supervisor. You can assign this user Avaya Analytics™ supervisor permissions to access the supervisor reporting dashboard.
What each user sees when they log on to Avaya Workspaces depends on the permissions assigned to them in Avaya Control Manager. For example, an Avaya Analytics™ Supervisor with no other user permissions assigned does not see the interaction area in Avaya Workspaces, they see only the supervisor reporting dashboard tabs.
You grant supervisor reporting dashboard access permission to these users using Avaya Control Manager. For more information about how to administer permissions for supervisor reporting dashboard users, see Administering Avaya Oceana®.