The Widgets

The following sections describe the widgets.


Gauge Widget

The Gauge widget provides a graphic representation of the current quantity of a selected type of data. For example, a Gauge widget can show the average handling time for calls received by the workgroup, or the number of calls waiting for your handling. You can choose from a selection of customizable SQL stored procedures that retrieve the data of your choice for display in a Gauge widget.

Configuring the Widget

You can configure the settings of a Gauge widget.

To configure a Gauge widget:

  1. In the upper-right corner of the widget, click Edit. The widget's configurable settings are displayed.
    Setting Description
    Height The height of the widget, in pixels.
    Color Direction Select one of the following:
    • Green to Red—The gauge will display green for the lower values, yellow for the middle values, and red for the highest values.
    • Red to Green—The gauge will display red for the lower values, yellow for the middle values, and green for the highest values.
    Min The minimum value to display.
    Max The maximum value to display.
    Bound1 The value at the boundary between the first color and the yellow area.
    Bound2 The value at the boundary between the yellow area and the last color.
    SQL Stored Procedure The name of the SQL procedure that will retrieve data for presentation in the gauge.

    Note: For information about the procedures that are available, contact your system administrator.

    Refresh Rate How often the data represented in the gauge should be refreshed, in minutes.
    Edit Filter Select the data to include in the sample used for calculations:

    Click the Edit Filter icon (Smicon edit.png). The Filter Panel opens in a new window. Select the required filter settings, and then, at the bottom of the window, click Save. For additional information about working with the Filter Panel, see Defining Search Criteria.

  2. Click Save. The settings are implemented.
  3. Click Close. The settings are hidden.

Report Widget

The Report widget can be used to display any of the existing reports saved in the system. Many report templates are available in Mini versions that are specially formatted for the Dashboard page because they require less space on your screen, but you can select reports of any size.

Drilling Down in a Report

Clicking on certain locations in the Report widget will drill down to other reports or to Interaction Lists, as appropriate for the item that was clicked. For example, clicking on a bar in the report above will open a list of calls specific to the agent whose name was clicked. Interaction Lists are opened in a separate window, but other drill-down reports are usually opened in the same widget. For information about available reports and the expected drill-down results, see Templates.

A Back (Smicon back.png) button appears in the left corner of the Report widget's title bar. If you have drilled down from a report to another report, you can use the back button to return to the original report.

To close a drill-down report and return to the report results:

  • Click Back (Smicon back.png).

Configuring a Report Widget

You can specify the height of a Report widget, how often it is updated, and what report is should contain.

To configure a Report widget:

  1. In the upper-right corner of the widget, click Edit. The widget's configurable settings are displayed.
  2. Fill in the fields as follows:
    Settings Description
    Height The height of the widget, in pixels.
    Refresh Rate How often the data in the report should be refreshed, in minutes.
    Report Description Enter a description of the report you want to create.
    Select Select the report you want to display in the widget. The list contains all saved reports for which you have permissions. Reports that are saved in your account are marked with an asterisk (*). The name of the user who saved the report appears in parentheses after the name of the report.
    Important
    Important.png If a report has already been selected, additional configuration fields may appear.
  3. In the widget's settings, click Save. The settings are implemented, and the name of the saved report is displayed at the bottom-left of the widget.
  4. In the upper-right corner of the widget, click Close. The setting options are hidden.

Changing the Settings of the Report

Once you have selected a saved report for display in a widget, you can modify the report's settings as necessary.

To change the settings of the report:

  1. In the upper-right corner of the widget, click Edit. The widget's configurable settings are displayed.
  2. Click the Edit Report icon (Smicon edit.png). The report template opens in a new window.
  3. Modify the settings as necessary.
  4. Click Save Changes. The dialog box closes. The report is generated with the new settings, and the results are displayed in the widget.
    Important
    Important.png If the saved report you modified was not in your account, you are prompted to provide a new name for the saved report. The modified settings are saved under the new name you specified, in your account. The original saved report in the other user's account is not changed.
  5. In the upper-right corner of the widget, click Close. The setting options are hidden.

Opening the Edit Report Page

You can open the Edit Report page directly from a Report widget. You can then run the report with different settings, view a larger version of it, or create a new saved report.

To open the Edit Report page:

  • In the bottom-left corner of the widget, click the name of the saved report. The Edit Report page opens.
Important
Important.png To return to the Dashboard page, use your browser's Back button.

My Messages Widget

The My Messages widget is a mailbox in which you can send and receive messages and schedule a new coaching session.

Important
Important.png Coaching session is not available in the Recording UI mode.


Three types of messages may appear in the My Messages widget:

Message Type Description
Call A message containing a link to a recorded call. This type of message is sent by other users. It contains a link to the call. Click the link to play the call. A SpeechMiner Media Player window opens and plays the call.

Note: This type of message is sent when a user forwards a call from an Interaction Grid or from the Media Player.

Note A note from another user.
Coaching An automated notice from the system informing you that another user has scheduled a coaching session for you. When you open the message, the Session Details page of the coaching session opens. To accept the coaching session, in the My Messages widget, under Action, click Accept. The coaching session is accepted, and the message is deleted from the message list.

To open a message:

  • Click the subject of the message.

To send a message to another user:

  1. Click New and then select Note. A New Note dialog box opens.
  2. Fill in the fields and then click Send. A message pops up confirming that the message was sent successfully.

To schedule a new coaching session:

  1. Click New and then select Coaching Session. A New Coaching Session dialog box opens.
  2. Fill in the fields and then click Save. A message pops up confirming that the session was added successfully.

If your mailbox contains too many messages to display in the widget at one time, the message list is divided into pages. In this case, page numbers appear at the bottom of the list.

Important
Important.png The number of messages that can be displayed in a page depends on the height of the widget.

To go to a different page in the mailbox:

  • At the bottom of the list of messages, click the page number.

Configuring the Widget

You can configure the height and refresh rate of a My Messages widget.

To configure a My Messages widget:

  1. In the upper-right corner of the widget, click Edit. The widget's configurable settings are displayed.
    Fill in the fields as follows:
    Setting Description
    Height The height of the widget, in pixels.
    Refresh Rate How often the list should be refreshed, in minutes.
  2. Click Save. The settings are implemented.
  3. Click Close. The settings are hidden.

My Queues Widget

The My Queues widget is used by quality analysts to quickly and easily access and keep track of the interactions they need to review. The widget displays a list of the queues that are assigned to you - those that you created and those that were created by others and shared with you. You can click a button to play the next call in a queue or to drill down in the list to view more details about the calls it contains.

Columns in the Queue List

The Queue List contains the following columns:

Column Description
Name The name of the queue.
Quota The number of calls that should be reviewed per agent; if the queue is an "opportunity" queue, with no quota specified, this field is blank.
Date Range The time period during which the calls took place.
Calls in Queue The total number of calls available in the database that meet the requirements of the queue and have not already been QAed. Calls handled by agents for whom the quota has already been filled are also excluded from this number.

Notes:

  • This value is 0 for "opportunity" queues.
  • If this value appears in red, the number of calls available is larger than the maximum number of calls that can be displayed in search results in your system. For example, if the maximum number of calls that can be displayed is 1000, and 2000 calls are available that meet the queue criteria, the value displayed will be 1000.
Left The number of calls that still must be reviewed in order to fill the quota.

Notes:

  • This value is blank for "opportunity" queues.
  • If this value appears in red, either the number of calls available is larger than the maximum number of calls that can be displayed in search results in your system, or the number displayed is an estimate. This latter situation may occur if the criteria for inclusion in the queue did not include any agents or groups.
Available The number of calls that available in the database that can be used to meet the quota. This is the sum of all the calls in the database, for each agent included in the queue, that meet the criteria of the queue and have not already been QAed.

Notes:

  • This value is blank for "opportunity" queues.
  • If this value appears in red, the number of calls available is larger than the maximum number of calls that can be displayed in search results in your system.
Sm refreshbutton.png Click to refresh the values displayed for this queue.
Sm playbutton.png Click to play the next call in the queue.

Note: This option remains available even if the quota has already been met. Thus, you can listen to more calls from a queue than are required, as long as calls that meet the search criteria and were not yet reviewed are available in the database.

Sm drilldown.png Click to drill down to the list of agents in the queue.

Sorting the Columns

You can sort the rows of the Queues List by any of the columns.

To sort the list by a column:

  • Click the column heading. (To reverse the sort order, click the column heading again.)

Playing a Call

You can play the next call in a queue by clicking the Sm playbutton.png button in the My Queues widget. The Media Player opens in the current Views page.

To play the next call in a queue:

  • In the My Queues widget, click the Sm playbutton.png in the row in which the queue appears. If it is not already open, the Media Player opens at the top of the Views page. Playback begins automatically. For information about working with the Media Player, see Using the Media Player.

Refreshing the List

You can refresh the list at any time in order to see the latest data about the queues in it.

To refresh the list:

  • In the upper-right corner of the widget, above the list of queue, select Sm refresh2button.png.

Completed Quotas

When the quota of a queue has been filled, the queue still appears in the list, but the values under Calls in Queue, Left, and Available, are crossed out.

Drilling Down in the List

You can drill down from a queue to see it sub-divided into lists for each agent. From the agent list, you can drill down once again to a list of calls for the agent. All three levels of the queue list have the same basic functionality. You can play calls from any of these lists, refresh individual items in them, or refresh the entire lists, as described above.

Agent List

To drill down to the list of agents for a queue:

  • In the My Queues widget, click the icon in the row in which the queue appears. The list of agents is displayed in the widget:


To close the agent list and return to the queue list:

  • In the upper-right corner of the My Queues widget, click Sm backbutton.png (Back).

Interaction Lists

You can drill down from any agent in the agent list to see the list of calls in the queue that are associated with the agent.

To drill down to the list of calls for an agent:

  • In the agent list, click the Sm drilldown.png icon in the row in which the agent appears. The list of calls for the agent is displayed in the widget:


To close the interaction list and return to the agent list:

  • In the upper-right corner of the My Queues widget, click Sm backbutton.png (Back).

Configuring the Widget

You can configure the height of a My Queues widget, select the columns that will be displayed in for each of the lists (queues, agents, and calls), and configure some update and display options.

To configure a My Queues widget:

  1. In the upper-right corner of the widget, click Sm wrenchbutton.png. The widget's configurable settings are displayed.
  2. Fill in the fields as follows:
    Setting Description
    Height The height of the widget, in pixels.
    Choose Columns Select the columns you want to display in each of the lists. Selected items are highlighted in blue. Hold down the Shift or Ctrl keys to select multiple items in a list.
    Automatically load queues data Select this option to load the latest queue data for all the queues when the widget is opened (for example, when the View tab is opened).

    Clear this option if you have a large number of queues and you don't need to see all of their data as soon as the widget opens. In this case, only the queue names will load automatically. To load the current data for a queue, refresh that queue (for example, click the on the line in which it appears).

    Show agents that completed the quota Select this option to display data in the agent list for all agents included in the queue, even if the quotas for those agents were already filled.

    Clear this option to hides agents from the agent list when their quotas have been filled.

    Number of calls to display Specify the maximum number of calls to display in the interaction list. Range: 1-100. The smaller the value, the faster the interaction list will load.
  3. Click OK. The settings are implemented.

Recently QAed Widget

The Recently QAed widget is used by quality analysts and their supervisors to keep track of the calls that have been reviewed. The widget displays a list of the calls that were reviewed in the specified time period, and included information about who reviewed them, when, and, if a form was filled out by the reviewer, which form and what the score was. You can click a link to play a call in the list, and filter the list by time period and by reviewer.

Columns in the Interaction List

The Interaction List contains the following columns:

Column Description
Call ID The external ID of the interaction.
Call Time The date and time at which the interaction began.
Review Time The date and time at which the interaction was reviewed.
By The user name of the reviewer.
Queue The name of the queue.
Form The name of the form the reviewer filled in, if any.
Score The score of the interaction in the form, if one was filled in.

Sorting the Columns

You can sort the rows of the list by any of the columns.

To sort the list by a column:

  • Click the column heading. (To reverse the sort order, click the column heading again.)

Filtering the List

Filter controls are located above the Interaction List. You can filter the Interaction List by reviewer, time period, and queue.

Filtering by Reviewer

You can choose to display calls that were reviewed by any reviewer or only those calls that you reviewed yourself.

To use the reviewer filter:

In the upper-left corner of the widget, next to Show, select All to view calls that were reviewed by any reviewer, or My to only view calls you reviewed. (The option that is currently selected is unavailable.)

Filtering by Time Period

You can choose the time period from which you want to view calls by choosing the time unit (days, weeks, or months) and the quantity of that unit (e.g., 5 hours, or 3 months). The Interaction List will only include calls that were reviewed during the selected time period. (The time period always ends with the current date. Thus, you can view calls from the previous three months, but not from six months ago to three months ago.)

To modify the quantity of time units:

  1. Next to Show Last, click the number. The number becomes a text field, and an OK button appears below it.
  2. Enter the required number.
  3. Click OK. The number is saved.

To modify the time units:

  1. Next to Show Last, click the time unit (Hours, Weeks, or Months). A time-unit drop down list appears, with an OK button below it.
  2. Select the required time unit.
  3. Click OK. The selection is saved.

Filtering by Queue

You can choose to view all the calls that were reviewed or only those that belonged to a particular queue.

To use the queue filter:

  • Under Queue, select the name of the queue, or select ALL to view calls from all queues.

Playing a Call

You can play a call in the list simply by clicking the ID of the call. The Media Player opens in the current Views page, above the widget.

To play a call in the list:

  • Click the ID number of the call. If it is not already open, the Media Player opens at the top of the Views page. Playback begins automatically. For information about working with the Media Player, see Using the Media Player.

Configuring the Widget

You can configure the height and refresh rate of a Recently QAed widget.

To configure a Recently QAed widget:

  1. In the upper-right corner of the widget, click Edit. The widget's configurable settings are displayed.
  2. Fill in the fields as follows:
    Setting Description
    Height The height of the widget, in pixels.
    Refresh Rate How often the list should be refreshed, in minutes.
  3. Click Save. The settings are implemented.
  4. Click Close. The settings are hidden.