View Dashboard

The dashboard provides a quick overview of key metrics and trends of contact center work on one screen. This instruction will help get a general picture of service status and identify problem areas without detailed analysis of individual reports.

When Needed

  • You need a quick overview of current team work status.
  • You need to see main metrics for the day or week.
  • You want to track trends and changes in work.
  • You need to quickly identify problem areas for further investigation.

What's Important to Know

  • Dashboard — interactive panel with main metrics, charts, and indicators.
  • Metabase — data visualization tool embedded in the Statistics module.
  • Dashboards are configured by the administrator and can contain various metric sets.
  • Charts and indicators update based on current system data.

Prerequisites

  • You are logged in with supervisor or analyst rights.
  • You have navigated to the Statistics module via Apps -> Statistics.
  • Metabase dashboards are configured in the system (if the dashboard is empty, contact the administrator).

Step-by-Step Instructions

  1. In the Statistics module, go to the "Dashboards" or "Dashboards" tab.
  2. Review main metrics on the dashboard:
    • Number of requests for the period.
    • Operator statistics.
    • Processing and response times.
    • Communication channels and their load.
  3. Interact with interactive elements — click on charts or filters to detail data.
  4. If needed, use date filters at the top to view data for another period.

What Happens After

You see a complete picture of contact center work on one screen and can quickly assess system status. This helps make operational decisions and identify problems at early stages.

How to Verify It Worked

  • Check that the dashboard displays and contains data.
  • Make sure metrics are updated and match current system status.
  • If the dashboard is empty, check settings or contact the administrator.

Other Methods

  • Use different periods to compare trends.
  • Interact with charts to get details on specific metrics.
  • You can configure your own dashboards through Metabase (if you have access).