Required Subscription Add-On: Real Time Dashboard Services
Required User Permissions Level: Dashboard and Reports Creator
When you start building out Real Time dashboard charts you may, at first, wonder "Where do I even start?" Data Source and Instances — this is where it all starts for all of your charts. In this article, we will break down the Real Time data source instance and the charts that can be built and explain how they can be used.
To create a Real Time chart you will first need to ensure that you have the Real Time module on your account. If you do, you are all set to start building. If you do not, reach out to our Support team at support@brightmetrics.com and we can provide the information to get you set up.
To create the following Real Time charts, navigate into edit mode on the dashboard by clicking on the pencil below the name of the dashboard tab you want to add a chart to, then click Create Chart. On each chart, you will be able to specify your chart type and order as well as layout and values.
1. Realtime Agents
Once you have chosen the Genesys Cloud Real Time Data Source Type, the first Data Source instance you will have in your drop-down is Realtime Agents:
Realtime Agents will allow you to create Real Time charts around your agents with values such as Presence and Presence Duration, Total Talk/Hold/Wrap Time, and more.
Example: Realtime Agents — Presence & Presence Duration
2. Realtime Queues
The second data source option you will have is Realtime Queues:
This will allow you to track, in Real Time, specifics around your queues, such as Agents Interacting or Not Responding, Percentage of Abandoned Interactions, and more.
3. Realtime Queue Interactions
The third data source option you will have is Realtime Queue Interactions:
This is useful when you are interested in monitoring interactions coming into your queues with information such as Caller ID, Wait times, and more.
4. Realtime Agent Timeline
The fourth data source option on the Real Time dashboards drop-down is the Agent Timeline:
This will allow you to see over the course of the day what the status of an agent or agents is:
This should give you an idea of what you want to build out when it comes to Real Time dashboard charts. If you have something in mind and still aren't sure how to build it out after reading through this article, please email us at support@brightmetrics.com and we would be happy to assist.