What is Real-time KPI Graphs?

The Real-time KPI Graph's main purpose is for you to create an insightful dashboard to track your key performance indicators (KPIs). We are keeping in mind that every Admin has their own vision of a successful dashboard. We give each individual the ability to build the dashboard based on their preferences and what data they consider to be relevant.

Accessing the Dashboard Page:

When you login to the admin page, the Dashboard is the first page that will welcome you. You may also click on the Convoso logo in the upper left corner to access the dashboard from any part of the Admin page.



Dashboard Menus:

There are a four function buttons we can utilize within the Dashboard’s main page.

My Dashboard -  Gives you the ability to look at dashboards that other Admin had setup. Editing graphs is disabled when viewing other Admin’s dashboard.

Title Font Size – You can easily set the font size of all your graph’s title with this option.

Zoom in/out – Is used to zoom in/out on all the graphs within the dashboard page.

List of Graphs to be Displayed - Contains the list of graphs that can be displayed.

Dashboard can display up to 8 graphs.

If there are more graphs created, a message will appear.

To Hide or Display a graph from the Dashboard click on the Select/Unselect button.

Create Graph – Used to create a new graph.

 

Creating a Graph.

Within the Dashboard page, let’s go ahead and create a new graph by pressing the + sign in the upper right corner of the page.

 

This Create Graph window will appear.

 

What is a KPI or Key Performance Indicator?

A Key Performance Indicator (KPI) is a measurable value that demonstrates how effective your team is achieving your business objectives. It basically helps an admin of the company to gauge its performance over time.

Choosing a Key Performance Indicator (KPI).

In the Create Graph window, press the the KPI drop down option and select your preferred Key Performance Indicator (KPI).

Choose from the following available KPI:

• Agent Calls - Total Number of Calls.
• Agent Leaderboard – This is a great way to see which agent has the highest number of success calls such as Sale. Certain KPIs such as this requires you to select a campaign, list, status/disposition and queues in its configuration.
• 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.
• Avg. Wait Time (In Seconds) - This is all the agents wait time over number of calls.
• Calls In Progress - The current number of calls that are in progress.
• Calls Over X Minutes - The current number of call over a specified amount in minutes.
• Dropped Calls (Inbound) - The number of dropped calls per inbound.
• List Contact Rate % - The % is based on answered calls divided by the amount of dialed calls (handled / dialed).
• List Net Conversion %The % is based on the chosen statuses divided by answered calls (statuses / handled).
• List Total Dialed - Total number of dialed calls within the chosen lists.
• List Total Handled - Total number of answered calls within the chosen lists.
• Outbound Calls Ringing - The current number of outbound calls ringing.
• Statuses - Total amount for each status.

 

Type the Title of the graph being created. This is a descriptive name identifying the information inside the graph.

 

Select your Time Filter.

Time Filter would be the time frame in which the system will gather the data that is needed to calculate your KPI. Time Filter can be set as far as the Last 24 Hours.

Note: Live KPI such as Call – In Progress and Agents Online etc. does not need a Time Filter.

 

 

Select your Graph Type.

Number of graph type options depends on what kind of KPI is selected.
Here are the graph types that the system uses.

• Donut

• Bar

• Gauge

• Metric

• List

You can use the scroll bar to move it up and down.

 Choose your Graph Size.

A row in the Dashboard page can hold four small graphs. A small graph is equal to 1/8 of a row. Medium is equal to 1/4 of a row. Large is equal to 1/2 of a row and takes 2 rows in height.

 

 

Select the size of the graph. The options are Small, Medium and Large.

 

Configure your Graph’s Threshold.

The threshold is the minimum or maximum value (established for an attribute, characteristic, or parameter) which serves as a benchmark to review your current performance.

Most graphs will have 2 boxes where you fill in the threshold but in gauges, you need to determine the limit (4th box). The ranges will have colors from red -> yellow -> green but the order can be switched by pressing the two arrow buttons on the right side of the threshold.

Typical Threshold

Adding Colors to your Graph

You may further personalize your graph by adding text and background color to it.

Once you have completed all the settings of your graph, press the Submit button in the bottom right side of the page to complete creating your graph.

 

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.

 

 

Customization.

Editing your Graph.

You can always edit a graph by pressing the gear icon in the upper left corner of your graph.

 

Re-arranging your Graphs.

Graphs can be re-arranged by simply dragging them and dropping them to your desired position in the Dashboard page.

Deleting a Graph.

You can delete a graph by clicking on the Trash icon in the upper left corner of it.

 

A message window confirming the deletion of this graph. Click on Delete.

Here's an example of custom KPI graphs in a dashboard