Running the desk
Read analytics and build dashboards and reports
Set your time zone and targets, read the Analytics pages, arrange and publish dashboards, build and schedule reports, and ask questions of your data.
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Steps
Know what each page is for
Dashboard is the page everyone lands on: tiles and charts of your own figures (agents) or your team's (supervisors). Analytics is the detailed view for supervisors and administrators, with the tabs Overview, Queues, Agents, Channels and Explorer. Report builder and Saved reports make tables you can download and e-mail on a schedule. Ask a question answers a question typed in plain words. Running the Reports page and reading usage and spend are covered in Reports, usage and spend.
Set the time zone and targets first
Open Analytics settings. Under Time zone and service targets, enter the Time zone (IANA name, e.g. Europe/Nicosia), the Service-level threshold (seconds), the Service-level target (%) and the Abandon limit (%, amber on the wallboard), and choose Save. The time zone decides where a day and an hour begin on every analytics page, dashboard and the wallboard. Under Cost and attribution, the Agent cost per hour turns handling time into labour cost. Only administrators see these cards.
Read the overview
Open Analytics. Choose a Period: Today, Yesterday, 7 days, 30 days or Custom (set From and To, then Apply). Tick Compare with the previous period to see the change on every tile. Narrow it with Channel, Queue, Team, Agent and Direction. Answer within changes the service-level threshold for you only; the desk's targets stay as set. Below the tiles are the Volume by channel chart, service level over time, Arrivals by weekday and hour, Channel mix, Top dispositions and Top topics.
Know what the main figures mean
Contacts is the work that entered a queue. Service level is the share an agent took within the threshold, out of those answered or abandoned. Abandon rate is the share that ended without an agent. Both leave out customers who hang up within a few seconds (5 by default). Average speed of answer runs from entering the queue to an agent taking the contact; Average handle time from an agent taking it to closing it. Occupancy is time handling contacts as a share of time ready or handling.
Know the quality figures
CSAT is the share of survey answers scoring 4 or 5. First-contact resolution counts resolved contacts with no further customer contact in the following 7 days, so it is marked provisional while that window is still open. QA score is the average of scorecards a reviewer submitted; automatic QA scores are not included. A figure with nothing to count shows — and never 0. Every figure is computed as the metric dictionary defines it, and reports show the dictionary version they used.
Compare queues, agents and channels
Queues shows every queue side by side; click a row for the queue's intervals and How long customers wait. Agents lists each agent's handled contacts, AHT, occupancy, CSAT, QA and adherence, with a Leaderboard you order with Rank by; click an agent for the profile and State timeline. Channels shows the Funnel by channel (received, answered, resolved), the Median wait and Time to resolution.
Look at live figures, history and journeys
Explorer has three parts. Show live figures by shows work and agents right now by channel, queue or agent. History gives the figures per time bucket: choose Group by, Bucket, From and To, then Show; Drill down lists the conversations behind a row. Customer journeys shows, for the last 30 days, the channels customers went through in order; enter a Customer id and choose Show journey for one customer.
Download and schedule a page
Each chart and table has a CSV button that downloads the figures on screen; the file is made in your browser. Schedule by e-mail saves the page's grouping and period as a saved report and opens Saved reports, where you add the schedule. It is shown to roles that manage reports.
Build a report
Open Report builder. Under Dimensions, choose what to Group by: Channel, Queue, Agent or Campaign. Under Metrics, add the figures you want as Columns, and order or remove them with the arrow and × buttons. Add Filters to keep only some channels, queues or agents. Choose the Window, a Chart (Table only, Bars by group or Line over time) with its Chart metric, and a Time breakdown. Choose Preview, then enter a Report name and choose Save as a saved report.
Create and run saved reports
Open Saved reports. You can also create a report here under New report: enter a Name, choose Group by and the Window (Yesterday, Last 7 days, Last 30 days, Month to date or Last month), tick the Columns and choose Save report. The window moves with the date, so the report always covers the latest period. Run shows the result, with Download CSV.
E-mail a report on a schedule
Under the report, in Schedule delivery, choose Repeats (Daily, Weekly or Monthly), the Hour (UTC), and the Weekday or Day of month. Enter the Recipients, separated by commas; the CSV is attached to each e-mail. Choose Schedule delivery. Send now sends it at once; Delete removes a schedule or the whole report. The list shows the Next run and Last run of each schedule.
Arrange your dashboard
Open Dashboard. The first time, it is a ready-made dashboard for your role. Choose Customise, then Add widget: KPI tile, Line chart, Bar chart, Breakdown, Gauge, Table, Heatmap, Live queues, Agent states, Note, Link and others your features allow. Drag widgets to move and resize them, or use the arrow keys on a widget's handle (hold Shift to resize). Changes are saved as you go; Undo reverses the last one. Choose Done when finished.
Set up a widget
In a widget's Widget settings, set the Title, Metric, Group by and Time range, from Today to Last 90 days, Month to date or Custom dates. Tick Compare with the previous period if you want the change. Use Filters such as Channels, Queues and Teams. Under Target and thresholds, set Target, Warn at, Alert at and Better when; fields left empty use the desk's own targets. Refresh is automatic: live widgets every 10 seconds, today's figures every minute, longer ranges every 5 minutes.
Show several teams on one widget
With more than one team picked under Teams, Several teams decides between Combined (each agent counted once) and One figure per team. Who a team counts follows the account setting unless you change it on the widget: Each agent by their own team, By team membership or Own team plus members. A combined rate is worked out from all the teams' contacts together, not averaged across teams.
Keep more than one dashboard
Choose the + button (New dashboard), enter a Name, choose where to Start from (A blank dashboard, a template or a copy) and choose Create. Under More are Rename, Duplicate dashboard, Reset to default, Download as PNG, Save as PDF, TV mode, Delete dashboard and Reset all dashboards. TV mode is described in Put the wallboard on a screen.
Publish a dashboard to others
Choose More, then Publish as default. Under Show to, choose everyone, A role or A team, and give it a Name. To update one already published, pick it under Replace. Each person sees only the figures they are allowed to see. A shared dashboard is read-only; Copy to customise makes a person's own copy. Unpublish stops showing it, and copies people made are kept.
Decide who may publish
Administrators choose More, then Dashboard settings. Who a team counts sets the account default for every team figure. Account-wide and role dashboards decides who may publish for the whole account or a role: Tenant admins only, Tenant admins and all supervisors or Tenant admins and the supervisors selected, ticked under Supervisors who may publish. Supervisors can always publish for their own teams. Choose Save.
Ask a question of your data
Open Ask a question. Under Your question, type a question such as
How many conversations came in yesterday by channel?and choose Ask, or choose one of the examples. The answer gives the figure, its definition and The query that ran, read-only and on your data only. A question the page does not understand is refused with suggestions; it is never guessed. Recent questions lists what was asked.Export raw data
Administrators find Data export on Analytics settings. Choose the Dataset (Closed conversations, Closed work items, Ended dial attempts, Outcomes or Insights) and the Format, and choose Export. The file is built in the background; when it shows Ready, choose Download. To pull only what is new, start the next export from the Watermark of the last one, and nothing is repeated or skipped.
Good to know
- Analytics, the queue, agent and channel pages, Reports, Saved reports, Report builder and Ask a question need a role that reads reports: supervisors and administrators. Only a role that manages reports creates, schedules or deletes saved reports. Agents see their own figures on Dashboard.
- A supervisor's widgets read only the teams they lead or belong to. A widget that names another team is refused and shows no figures.
- Supervisors who may publish only for their own teams see You can publish for your own teams. A tenant admin can allow supervisors to publish for the account and roles.
- A dashboard holds up to 40 widgets. Each person keeps up to 20 dashboards of their own, and an account up to 50 published ones. A widget covers at most 92 days, a table widget shows 3 to 50 rows, and one figure per team covers at most 12 teams.
- If a dashboard was changed in another tab or by someone else, you see This dashboard was changed elsewhere; the latest version is shown.
- A schedule that fails five times shows Suspended after 5 failures and sends nothing until you choose Resume. Schedule hours are always UTC, whatever the desk's time zone.
- Ask a question covers at most 92 days at a time and answers about contacts received and handled, average handle time, abandon rate, CSAT, and the dialler's calls and connect rate. Not every figure can be split every way: abandon rate splits by channel or queue, the dialler figures by agent only.
- Download as PNG and Save as PDF are made by your browser; nothing is sent elsewhere.
- Analytics, reports and dashboards are part of every plan. Ask a question is a paid feature charged per person each month, and is part of the Supervisor package. Each can be switched off for the account, a team or a person on Feature access (Analytics dashboards, Reports, Ask your data). With a feature off, its pages are hidden and its widgets disappear from dashboards.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.