Overview
The dashboard allows you to create and view graphs based on Key Performance Indicators (KPIs). Several of these KPI graphs are real-time graphs that enable Admins to track the KPIs of their Agents, Campaigns, Lists, and Queues.
Every Admin has their own dashboard, and they can build one based on preferences and what they consider to be relevant data.
What is a Key Performance Indicator?
A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively your team is achieving business objectives. It helps the company's administrator gauge its performance over time.
What is Live and not Live KPI?
Live KPIs are updated every 5 seconds, otherwise, if it's not live, it will update every 5 minutes.
Contents:
Convoso Admin Dashboard
The Admin Dashboard is the landing page when launching the Admin App of Convoso.
- If the Dashboard is already populated with Graphs it can look something like the image below.
The Dashboard can display up to eight (8) graphs.
The Admin Dashboard that appears upon launching the app, will be the User's own Dashboard. Admins also have the ability to view other Admin's Dashboards.
Dashboard Controls
The controls at the top-right of the page, below the main menu bar, control how the Graphs on the Dashboard are displayed, and which Dashboard is being viewed.
My Dashboard/Select a Dashboard
Using this drop-down menu, an Admin can view any other dashboard that has been created by any other Admins on the Account.
Note: Editing graphs is disabled when viewing other Admin’s dashboard.
Title Font Size
Once Graphs have been added, this drop-down sets the font size of the Title text on all the Graphs.
i Icon - Knowledge Base Article
This link opens a tab in the browser for this Dashboard Knowledge Base Article in the Convoso Help Center.
Magnifying Glass Icon - Zoom In/Out
This button zooms in/out on all the Graphs within the Dashboard.
List Icon - Select Graphs
This icon appears once at least one Graph has been created.
- After clicking this icon, a modal window will open that contains all created Graphs that can be displayed.
+ Plus Sign Icon - Add a Graph
Clicking this icon will open a modal window for creating and configuring KPI Graphs to be added to the dashboard.
Create a Graph
Click the + Plus Sign Icon to start creating a KPI Graph.
A modal window will open for selecting a KPI and configuring a Graph.
KPI Graph Settings
Different fields will be presented depending on the KPI selected, and depending on the Graph Type selected.
- Campaign Configuration appears on all KPIs
- Status Configuration, Queues Configuration, Lists Configuration, do not appear for all KPIs.
- Threshold appears once a relevant Graph Type is selected.
- Called Count, Call Duration in Minutes appear on only a few KPIs.
Below are the most commonly used settings, and settings that appear for all KPIs.
Choosing a Key Performance Indicator (KPI)
In the Create Graph window, click the KPI drop-down option to select your preferred Key Performance Indicator (KPI).
Choose from the following available KPIs:
| Agent Leaderboard | Depending on the criteria set, this KPI will display a leaderboard of agents for that criteria. |
| Agent Wait Time % | The average % of waiting time for all Agents within the total time they are logged in. (Wait Time/Total Time) * 100 |
| Agents Waiting | The current number of Agents waiting for a call. |
| Agents Online | The current number of Agents logged in. |
| Average Talk Time of Calls | How long Agents are spending on calls, by List/Campaign. |
| Avg. Wait Time (In Seconds) | The average time, in seconds, an Agent has spent waiting. |
| Calls In Progress | The total number of calls currently in-progress. |
| Calls Over X Minutes | The number of calls that have exceeded a specified duration (X) of minutes. |
| Dropped Calls (Inbound) | The total number of inbound Dropped Calls. |
| List Contact Rate % | Contact rate percentage for List(s) selected. The % is based on Answered Calls divided by the amount of Dialed Calls (Handled/Dialed). |
| List Net Conversion % | The percentage of Conversions from the selected List(s). The % is based on the Statuses selected divided by Answered Calls (Statuses/Handled). |
| List Total Dialed |
The total number of Dialed Calls from within the selected Lists. |
| List Total Handled | The total number of Answered Calls (Handled) from selected Lists. |
| Live Inbound Calls | Total number of live calls that are Inbound calls. |
| Outbound Calls Ringing | A real-time number of Outbound Calls that are currently ringing. |
| Statuses List | The total number of each selected Status from the selected List(s). |
Campaign Configuration
Select the Campaign(s) this Graph is tracking.
- There is no limit to how many Campaigns can be selected.
- Click in the field to open a drop-down that contains all the Campaigns in the Account.
Title
Enter a Title for the Graph being created.
- Enter a descriptive name identifying the information inside the Graph, or name the Graph after the KPI.
Time Filter
The Time Filter is the timeframe within which the system gathers the data needed to calculate your KPI.
- Time Filter can be set as far as the Last 24 Hours.
Note: Live KPIs such as Call – In Progress and Agents Online etc. do not need a Time Filter, and so this field will not appear for all KPIs. Agent Wait Time % and Average Talk Time of Calls do have a Time Filter field as these are not Live KPIs.
Graph Type
The available Graph Type options depend on which KPI is selected.
Types of Graphs:
- Donut
- Bar
- Gauge
- Metric
- List
- Leaderboard
(Agent Leaderboard KPI)
When Metric or Gauge are selected in the Graph Type field, the Threshold field will open below.
Graph Size
A single row in the Dashboard page can hold four Small graphs, the entire Dashboard can contain eight Medium Graphs, or two Large Graphs.
- Regardless of Size, however, only eight Graphs total can be displayed on the Dashboard.
Graph Size options are (1) Small, (2) Medium, and (3) Large.
- A Small graph is equal to 1/8 of a row.
- A Medium is equal to 1/4 of a row.
- A Large is equal to 1/2 of a row and takes 2 rows in height.
Threshold
This setting appears once the Metric or Gauge Graph Type is selected on any KPI that has those Graph Types available.
- The Threshold is the minimum or maximum value (established for an attribute, characteristic, or parameter) that serves as a benchmark to review your current performance.
- The order of the numbers in the fields must be sequential, in smallest to greatest order.
Typical Thresholds for Gauge and Metric
Both Graph Types have ranges:
- Red (bad/low)
- Yellow (ok/normal)
- Green (good/high)
By clicking the small arrows to the right of the Threshold field you can switch the Red and Green colors.
- This will determine how the Graph shows in the Dashboard, whether the Red, or Low/Bad value, shows on the right or left of the Graph, or Green, or Good/High value, shows on the right or left.
- Whether you have Green or Red on the left or right depends on the KPI being tracked and the User’s personal preference to how that is displayed.
Adding Colors to Graphs
You can change the Text color and the Background color of a Graph.
-
Color Codes can be HEX, RGB, or HSV.
Once you have completed all the settings of the KPI Graph, click the Submit button.
Other Fields:
| Lists Configuration | Select the List(s) this Graph is tracking. | Ex. KPIs: Average Talk Time of Calls, Calls Over X Minutes, List Total Dialed |
| Queues Configuration | Select the Queue(s) this Graph is tracking. |
Ex. KPIs: Calls Over X Minutes. |
| Status Configuration | Select the Statuses to be included in this Graph. |
List Net Conversion % and Agent Leaderboard are the only KPIs with this field. |
| Called Count |
Two fields appear for this setting.
|
Ex. of KPIs: List Contact Rate %, List Net Conversion %, and List Total Dialed. |
| Call Duration in Minutes |
How long the calls that are being tracked are lasting, measured in minutes.
|
Ex. KPI: Call Over X Minutes. |
| Choose Goal |
The Goal is the thing that will organize the Agents on a Leaderboard. The selected Success Criteria will determine which Agents are doing the best. This drop-down has two options:
|
Only the Agent Leaderboard KPI has this setting. |
Add Graphs to the Dashboard
Click the Green Select buttons to add them to the Dashboard.
- If the Graph is already added to the Dashboard it displays as red with an Unselect button. To remove that Graph from the Dashboard click Unselect.
Editing Graphs
Hover the cursor over the Graph Widget to access the settings control for the Graph from the Dashboard.
- Click the gear-wheel icon in the top-left corner of the Graph.
- You can also open the list of available Graphs and click the gear-wheel icon for the KPI Graph you are editing.
The modal window containing the settings for that KPI Graph will open.
Re-arranging the Dashboard
Graphs can be re-arranged by dragging and dropping them to your desired position on the Dashboard.
Deleting a Graph
Hover the cursor over the Graph to access the widget controls.
- Delete the Graph by clicking on the Trash Can icon in the top-left corner of the Graph widget.
- You can also open the list of available Graphs and click the Trash Can Icon for the KPI Graph you are deleting.
In both cases, a window opens confirming the deletion of this graph.
Note: This will permanently delete the widget from the system and cannot be undone.
- Click the Delete button.
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