Five9 - Creating Editing Dashboards
Dashboard widgets report metrics based on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) collected from your campaigns and agents' interactions with contacts so that supervisors may monitor up-to-date information.
- Viewing Dashboard Options
- Creating a Custom Dashboard
- Creating a Custom Dashboard from a System Dashboard
- Customizing Your Dashboard
- Description of Dashboard Widgets
- Text Media Widgets
- Voice Media Widgets
The reporting application contains System Dashboards, which use random data points for illustration:
- Multichannel Supervisor: Available only if you use multichannel applications. This dashboard contains widgets with random data points that represent typical KPIs: Longest Queue Time, Campaign Handled vs Abandoned Calls, and Outreach Summary. This dashboard applies to voice and text channels.
- Voice Channel Supervisor: Available to all. This dashboard contains widgets that apply to voice interactions: Longest Queue Time for Skill Group, Campaign Handled vs Abandoned Calls, Calls in Queue for Skill Group, and Call Time by Agent Group.
- Text Channel Supervisor: Available only if you use text channels. This dashboard contains KPIs for text media channels: Volume, Sentiment, profile tracking, Top Sources, and Cluster data.
You cannot modify System Dashboards, but you may copy them to create custom dashboards with other or additional widgets to reflect KPIs that are important to your business. You can display dashboards as a wall board so that the data can be seen at a glance from the floor of your contact center.