Custom view types

Last Updated : May 30, 2022 |
Prolog information
Metadata
Keywords:
Supervisor Dashboard supports the following custom view types:

Table

In a table view, you can present the data from one or more measures of a particular data category in a tabular format.
For example, present data of the Job ID and Job Status measures of Active Campaigns in a tabular format.

Billboard

In a billboard view, you can present the data from only one measure of a particular data category in a billboard format.
You can create a single or multiple instance billboard.
In a single instance billboard, you can present data of only a single record from a measure.
For example, create a billboard to view the call count of a specific staffed agent.
In a multiple instance billboard, you can present cumulative data of multiple records from a measure.
For example, create a billboard to view the cumulative call count of multiple staffed agents.
You cannot create a billboard view for active data and DNC import jobs.
If you are creating a multiple instance billboard, then only measures containing string or numeric data type are available for creating the billboard.
Depending on the data type of the measure, the multiple instance billboard displays the total count of the selected records or the total sum of values of the selected records from the measure.
If the measure contains string data, the multiple instance billboard displays the total count of the selected records from the measure.
If the measure contains numeric data, the multiple instance billboard displays the total sum of values of the selected records from the measure.
The following table provides the list of measures that contain string and numeric data for each data category. The following table also provides examples about how the measure data is calculated for a multiple instance billboard:
Multiple instance billboard data category
Available measures and examples
Active Campaigns
You can create a billboard for campaigns even if the campaigns are currently not running. Data is updated on the billboard when the campaigns start running.
The following Active Campaigns measures contain string data:
  • Campaign Name
  • Job Status
  • Organization
  • Campaign Type
  • Contact List(s)
  • Job Notes
The following Active Campaigns measures contain numeric data:
  • Filtered Contacts
  • Processed Contacts
  • Un-attempted Contacts
  • Callback Scheduled
  • Agents
  • Nuisance Calls
  • Temporary Restricted Contacts
  • Waiting for Retry
  • Queued Count
Examples for Active Campaigns measures with string and numeric data:
  • If you create a multiple instance billboard for two campaigns, campaign A and B, for the Campaign Name measure, and if only campaign A is currently running, the billboard displays the count 1. Count 1 is the total count of campaigns that are currently running, out of the selected campaigns.
  • If you create a multiple instance billboard for two campaigns, campaign A and B, for the Filtered Contacts measure, and if only campaign A is currently running, the billboard displays the total number of contacts that are filtered for campaign A.
Staffed Agents
You can create a billboard for agents even if the agents are currently not logged in. Data is updated on the billboard when the agents log in.
The following Staffed Agents measures contain string data:
  • Agent ID
  • Agent Extension
  • Agent Name
  • Agent State
  • Call State
  • Campaign Name
  • Task
  • Zone Name
  • Agent Job State
  • Locale
  • Time Zone
  • Acquire State
  • Skill Attribute
  • Organization Name
The following Staffed Agents measures contain numeric data:
  • Inbound Count
  • Call Count
Examples for Staffed Agents measures with string and numeric data:
  • If you create a multiple instance billboard for two agents, agent 1 and 2, for the Agent Name measure, and if only agent 1 is currently logged in, the billboard displays the count 1. Count 1 is the total count of agents who are currently logged in, out of the selected agents.
  • If you create a multiple instance billboard for two agents, agent 1 and 2, for the Call Count measure, and if only agent 1 is currently logged in, the billboard displays the total number of calls handled by agent 1 in the current job action.
License Summary
You can create a license summary billboard for a campaign node only if a campaign node is running.
The following License Summary measures contain string data:
  • Campaign Name
  • Action Name
  • Zone Name
  • Allocation Type
The following License Summary measures contain numeric data:
  • Outbound Ports
  • Manual Licenses
  • Preview Licenses
  • Predictive Licenses
  • Agent Web API Licenses
  • External Selection Licenses
Examples for License Summary measures with string and numeric data:
  • If you create a multiple instance billboard for two running campaign-nodes, campaign1-node1 and campaign2-node2, for the Campaign Name measure, the billboard displays 2, which is the total count of the selected running campaign nodes.
  • If you create a billboard for two running campaign-nodes, campaign1-node1 and campaign2-node2, for the Manual Licenses measure, the billboard displays the total number of manual licenses that are currently being used by these running campaign nodes.
Inbound Skills
You can create a multiple instance billboard for inbound skills only if POM is installed in the Call Center Elite mode and if an inbound skill is currently available for monitoring.
The following Inbound Skills measures contain string data:
  • Skill
  • Zone Name
The following Inbound Skills measures contain numeric data:
  • Queue Length
  • Expected Wait Time High
  • Expected Wait Time Medium
  • Expected Wait Time Low
  • Avg Speed of Answer
  • Agent Acquired Threshold
  • Agent Release Threshold
Examples for Inbound Skills measures with string and numeric data:
  • If you create a multiple instance billboard for two inbound skills, skill 1 and skill 2, for the Skill measure, the billboard displays 2, which is the total count of selected inbound skills.
  • If you create a billboard for two inbound skills, skill 1 and skill 2, for the Queue Length measure, the billboard displays the total number of calls that are in the wait queue for the selected skills, that is, skill 1 and skill 2.

Bar Chart

In a bar chart view, you can present the data from one or more measures of a particular data category in a bar chart format.
Only measures that contain numeric and percentage data are available for creating this view.
You can also specify whether to create the bar chart for a single or multiple records from the measures you select.
For example, you can create a bar chart for the Inbound Count and Inbound Duration (%) measures of a single or multiple staffed agents.
However, if you create a bar chart for the Imports data, that is, active data and DNC import jobs, the bar chart is created for all import jobs that are currently running.

Column Chart

In a column chart view, you can present the data from one or more measures of a particular data category in a column chart format.
Only measures that contain numeric and percentage data are available for creating this view.
You can also specify whether you want to create the column chart for a single or multiple records from the measures you select.
For example, you can create a column chart for the Inbound Count and Inbound Duration (%) measures of a single or multiple staffed agents.
However, if you create a column chart for the Imports data, that is, active data and DNC import jobs, the column chart is created for all import jobs that are currently running.

Pie Chart

In a pie chart view, you can present the data from only one measure of a particular data category in a pie chart format.
Only measures that contain type and status data are available for creating this view.
For example, the Job Status measure of Active Campaigns and the Allocation Type measure of License Summary.
You can also specify the value of the measure based on which you want to create the pie chart.
For example, you can create a pie chart for the Job Status measure of Active Campaigns, and select the Queued and Running status values. The pie chart displays the number of active campaigns that are currently in the Queued and Running states.
The following table provides information about the measures that are available for each data category when creating a pie chart view:
Data category
Available measures
Active Campaigns
Measure that contains status data:
  • Job Status
Measure that contains type data:
  • Campaign Type
In addition to the preceding measures, the following Active Campaigns measure is also available when creating a pie chart view:
  • Job Notes
Staffed Agents
Measures that contain status data:
  • Call State
  • Agent State
  • Agent Job State
  • Acquire State
Staffed Agents does not have any measure with type data.
Imports
Measure that contains status data:
  • Status
Measure that contains type data:
  • Type
License Summary
License Summary does not have any measure with status data.
Measure that contains type data:
  • Allocation Type