Chat Dashboard (Default Dashboard)

Table widget, with the following default filters:

Filter	Default Value	Can be changed?
Time	Live
Item	Queue is like chat

Displays the following data items for each campaign:

Short Label	Long Label	Description
Camp	Campaign	The name of the campaign.
Queue	Queue	The name of the queue.
SLA %	SLA - %	The percentage of sessions answered within SLA1 target time, out of all sessions answered in the queue.
Thruput #	Throughput – Count	The total number of sessions which entered the queue (regardless of outcome)
Agents #	Agents – Count	The number of agents who are currently members of this queue (including those who cannot currently handle sessions)
Prog #	In Progress – Count	The number of sessions currently connected to agents (i.e. including those on hold, conferencing, transferring, etc)
Aban #	Abandoned – Count	The number of sessions that were ended by the caller whilst waiting in the queue
Aban %	Abandoned - Percentage	The number of sessions that were ended by the caller whilst waiting in the queue, as a percentage of throughput
Answer ~	Answered - Average	The average duration sessions spent in the queue (including offering time) before being answered by agents
Complt #	Completed - Count	The number of sessions disposed (not transferred or requeued) by all agents
Drop #	Dropped - Count	The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Expire #	Expired - Count	The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Handle #	Handled - Count	The number of sessions disposed, transferred or requeued by agents, or expired, dropped or abandoned.

Agent Status

Pie chart widget, with the following default filters:

Filter	Default Value	Can be changed?
Time	Live

Displays a count of each distinct value for the following data item:

Short Label	Long Label	Description
Status	Endpoint Status	The current status of the endpoint

Switch Outcomes

Table widget, with the following default filters:

Filter	Default Value	Can be changed?
Time	Live
Item	Queue

Displays a count of each of the following data items:

Short Label	Long Label	Description
Aban #	Abandoned - Count	The number of sessions were ended by the caller whilst waiting in the queue.
Agnt ReQ #	Agent Requeued - Count	The number of sessions handled by an agent and requeued to any other queue.
Answer #	Answered - Count	The total number of sessions answered by agents, regardless of later classification.
Complt #	Completed - Count	The number of sessions disposed (not transferred or requeued) by all agents.
Drop #	Dropped - Count	The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Expire #	Expired - Count	The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Handle #	Handled - Count	The number of sessions disposed, transferred or requeued by agents
Xfer #	Transferred - Count	The number of sessions transferred to any other agent or IVR.

Bar chart widget, with the following default filters:

Filter	Default Value	Can be changed?
Time	Live
Item	Queue

Displays a count for the following data item:

Short Label	Long Label	Description
Wait Now	Waiting Sessions - Current	The number of sessions currently waiting, or offering to an agent, within the queue.