Dashboard User Guide

StarPound Dashboard (Dashboard) assists call center supervisors and enterprise managers in managing the work items and agents in a StarPound installation. Primarily, the Dashboard presents status of the queues, agents, and work items in a StarPound organization. Administrators use the StarPound Dashboard for real-time monitoring and reporting on the activities and resources in a StarPound installation.  Real-time data is stored persistently to provide a basis for historical reporting. Time interval of historical reporting is 15 min, statistics are recalculated every 30 sec, real time data every second.

 

Dashboard Views

When a Dashboard user logs in using the browser, he is presented with the View Administration page where he can see the list of Dashboard views:

The Dashboard can show one or more views, each displaying data about system events. Views are displayed in windows.
StarPound Dashboard includes predefined table views and allows users to configure custom views into the data. The three predefined views are:

  • Queue
  • Agent
  • Work Item

To see required view do the following:

  1. Click on the view name in the grid.
  2. If you what to see only one Dashboard view click on Open button.
  3. If you what to see several Dashboard views then click on Open In Window button.

Note: All predefined views can’t be edited or deleted

 

Predefined Table View: Queue

The Queue view displays each organization queue on a row in the grid. Statistics for all work items created on a specific queue and for all logged in agents who are permitted to those work items on that queue are displayed.
The list of field definitions of predefined table view Queue:

a) Statistic fields:

  • ORG - the StarPound organization ID
  • Queue - the Queue name

b) Calculated fields:

  • Current interval group (shows current snapshot)
    • Open - number of work items currently on the queue in the Open state
    • Routing - number of work items currently on the queue in the Routing state
    • Assigned - number of work items currently on the queue in the Assigned state
    • Accepted - number of work items currently on the queue in the Accepted state
    • TimeOut - number of work items currently on the queue in the TimeOut state
  • Interval Summary group (shows cumulative totals for the interval)
    • Total - total number of work items created on the queue during the interval
    • Abandoned - total number of work items on the queue abandoned during the interval
    • Max - max number of work items on the queue at the same time during the interval
  • Average Times (items in this group show average times, not counts)
    • Route - average time during the interval that work items spend in the Route state
    • Assigned - average time during the interval that work items spend in the Assigned state
    • Accepted - average time during the interval that work items spend in the Accepted state
    • In Queue - average time during the interval that work items spend in the In Queue state
    • Wrap Up - average time during the interval that work items spend in the Wrap Up state
  • Wait Times
    • Current - the calculated time for a new work item until being answered by an agent
    • Longest Current - the longest time that a current work item has been waiting to be answered by an agent
    • Estimated - the calculated time for a new work item until being answered by an agent
    • Max - the longest time in the interval that any work item had to wait to be answered by an agent
  • Current Agents (group shows a snapshot of the agents on the queue)
    • Total - Total number of agents logged in and permitted to the queue
    • Idle - Total number of agents logged in and permitted to the queue whose utilization is 0
    • On Call - Total number of agents logged in and permitted to the queue who are in the QUEUE state
    • Available - Total number of agents logged in and permitted to the queue who are in the Available state
    • Wrap Up - Total number of agents logged in and permitted to the queue who are in the Wrap Up state
    • Off Hook - Total number of agents logged in and permitted to the queue who are unexpectedly off hook
  • Agent Interval Summary (group shows a summary of agent activity during period)
    • Times Off Hook - Total number of times in the interval that agents permitted to the queue went unexpectedly off hook
    • Times Unavailable - total number of times in the interval that agents permitted to the queue set themselves to a status with "Available=false”
  • Performance
    • Service Level - a measure of whether the contact center is providing "good service" to callers. It shows the percentage of calls during the interval that have been answered within the Service Level Time defined for the queue in Management Console.

See the Predefined View Queue:

 

Predefined Table View: Agent

The Agent view displays statistics for each logged in agent for each queue they are permitted to.
The list of field definitions of predefined table view Agent:

a) Statistic fields:

  • Org - the StarPound organization ID
  • Queue - the Queue name
  • Agent ID - StarPound Work Portal user login
  • Agent Proxy - agent proxy server to which the agent is logged in
  • System Status - current status of the agent
  • Agent Status - agent's desired status
  • Utilization - agent's utilization percentage
  • Current ANI - ANI of the call the agent is on
    • b) Calculated fields:
  • Current Duration - elapsed time from the time when the WI was assigned to the agent, showing the amount of time the current work item has been assigned to and accepted by the agent
  • Total Work Items
    • Assigned – total number of work items the agent has been assigned in the interval
    • Accepted - total number of work items the agent has accepted in the interval
  • Times Off Hook - total number of times in the interval that the agent went unexpectedly off hook
  • Times Unavailable - total number of times in the interval that the agent changed to a status with "Available=false"
  • Average Times (group shows time averages)
    • Duration – the average time that a work Item is assigned to and accepted by the agent in the interval
    • In Queue - the average time the agent has been in the 'Queue' status for work items in the interval
    • Wrap Up - he average time the agent has been in the 'Wrap Up' status for work items in the interval
  • Productivity % - Percentage of the agent's time handling calls that is spent on productive calls (excluding unexpectedly off hook calls)

See the Predefined View Agent:

 

Predefined Table View: Work Item

The Work Item view displays statistics for each work item active on the system.
The list of field definitions of predefined table view Work Item:

a) Statistic fields:

  • Org - the StarPound organization ID
  • Queue - the Queue name
  • Server - the server where the work item was created
  • WI Type – work item type as defined in the StarPound Studio model
  • WI ID - the ID assigned to the work item
  • Create Date/Time - the time the WI was created
  • Reference - reference value as defined in the StarPound Studio model
  • Application - the StarPound application that created the work item
  • Task - the task in the StarPound application that created the work item
  • Status - the current state of the work item
  • Assigned To - ID of the agent to which the work item is assigned
  • Queue Date/Time - date/time stamp when the work item was created in the queue

b) Calculated fields:

  • Time in Queue - time spent in the Queue state
  • Time Accepted - time spent in the Accepted state
  • Time on Hold - time spent on hold
  • Wrap Up Time - time spent in Wrap Up mode

See the Predefined View Work Item:

 

Custom view

A custom view takes its underlying data structure from one of the predefined views (Queue, Agent, Work Item). Custom view fields will be chosen by a use

 

Work with custom views

New custom view creating

To create new view the user needs click on Create view link in the View Administration page.
The New Table View Dialog will be open:

A custom view takes its underlying data structure from one of the predefined views (Queue, Agent, Work Item). Depending on the base view selected, the groups of fields that are available will change.
Click OK after choosing required fields and values.
The result will be new view with chosen parameters:

 

Custom view Editing

To edit required view click on the view name in the grid on the View Administration page and then click on the Edit Button.
The Edit Table View Dialog will be open:

After making required changes click on the OK button.

 

Custom view deleting

To delete required view click on the view name in the grid on the View Administration page and then click on the Delete button. The view will be removed from the views list.