The following sections describe the widgets.
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.
You can configure the settings of a Gauge widget.
To configure a Gauge widget:
| Setting | Description |
|---|---|
| Height | The height of the widget, in pixels. |
| Color Direction | Select one of the following:
|
| 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 ( |
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.
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 (
) 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:
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:
| 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. |
| If a report has already been selected, additional configuration fields may appear. |
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:
| 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. |
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:
| To return to the Dashboard page, use your browser's Back button. |
The My Messages widget is a mailbox in which you can send and receive messages and schedule a new coaching session.
| 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:
To send a message to another user:
To schedule a new coaching session:
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.
| 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:
You can configure the height and refresh rate of a My Messages widget.
To configure a My Messages widget:
| Setting | Description |
|---|---|
| Height | The height of the widget, in pixels. |
| Refresh Rate | How often the list should be refreshed, in minutes. |
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.
The Queue List contains the following columns:
You can sort the rows of the Queues List by any of the columns.
To sort the list by a column:
You can play the next call in a queue by clicking the
button in the My Queues widget. The Media Player opens in the current Views page.
To play the next call in a queue:
You can refresh the list at any time in order to see the latest data about the queues in it.
To refresh the list:
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.
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.
To drill down to the list of agents for a queue:
To close the agent list and return to the queue list:
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:
To close the interaction list and return to the agent list:
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:
| 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. |
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.
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. |
You can sort the rows of the list by any of the columns.
To sort the list by a column:
Filter controls are located above the Interaction List. You can filter the Interaction List by reviewer, time period, and queue.
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.)
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:
To modify the time units:
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:
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:
You can configure the height and refresh rate of a Recently QAed widget.
To configure a Recently QAed widget:
| Setting | Description |
|---|---|
| Height | The height of the widget, in pixels. |
| Refresh Rate | How often the list should be refreshed, in minutes. |