Live Analytics¶

Under Live Analytics, dashboards are grouped by operational categories to provide structured visibility into different areas of contact center performance.

Each default dashboard focuses on a specific performance domain, allowing supervisors to move from a high-level overview to detailed operational analysis. Unlike the Home page, which aggregates cross-category metrics, these dashboards provide category-specific depth and drill-down capability.

Any custom dashboard you create will also appear on the Live Analytics page.

Default views & filtering¶

All default Live Analytics dashboards load with:

• Filter: All
• Date range: Today
• Show KPI Targets: OFF

Global filters apply across tiles within the selected dashboard unless overridden at tile level. When filters are applied at tile level, the tile displays a visual indicator so you can see at a glance which tiles have their own filters and how many are applied. If a specific global filter is not applicable to a particular tile, it is automatically ignored for that tile and does not affect its data.

Chart date breakdowns¶

When viewing some charts and trend tiles, data is grouped into time intervals automatically based on the selected date range. The breakdown adjusts to ensure a consistent and readable number of data points regardless of the period selected.

The table below shows the default breakdown intervals and approximate number of data points for each reporting period.

Live Analytics: Contact Center Operations¶

The Contact Center Operations dashboard provides real-time and aggregated insight into inbound and outbound activity, queue performance, and call distribution patterns. It is designed to monitor service level, call handling efficiency, and queue behaviour.

By default, this dashboard includes the following tiles:

• Service Level
• Live Inbound Monitor
• Live Outbound Monitor
• Inbound Calls
• Outbound Calls
• Queue Performance
• Queue Heatmap
• Menu Heatmap
• Call Heatmap

You can use this dashboard for both operational monitoring and performance analysis.

For example, you can duplicate and filter Inbound and Outbound Calls to create separate tiles for different teams or agents. This allows supervisors to monitor performance side-by-side, such as comparing activity across multiple teams or tracking individual agent performance within the same dashboard.

Live Analytics: Team Performance¶

The Team Performance dashboard focuses on agent and team activity, availability, and workload distribution. It supports workforce supervision and productivity management.

By default, this dashboard includes the following tiles:

• Live Team Availability Monitor
• Team Performance (Total Agent Calls, Agent Active Time, After-Call Work Time, Agent Active Rate)
• Time in Status per Agent
• Time in Status per Team

This dashboard is used to evaluate utilisation, balance workloads, and identify performance gaps.

The Live Team Availability Monitor tile and its associated KPI targets require at least one CX Add-on licence on the account.

Live Analytics: Customer Experience¶

The Customer Experience dashboard provides visibility into AI-powered CX Score metrics and their relationship to operational factors.

The CX Score provides an objective 1-10 rating based on measurable aspects of customer interaction.

Criteria for CX Score

The 1-10 score is assigned to each call based on the following criteria:

• Clarity & Understanding – How clearly both parties communicated.
• Response Time & Call Flow – The smoothness of the conversation.
• Engagement & Professionalism – Level of engagement and professionalism.
• Resolution & Effectiveness – Whether the call met its intended outcome.
• Customer Effort & Call Efficiency – Ease of understanding and efficiency of the call.

CX Score Ranges

Higher CX Score indicates more effective and professional interaction, while lower scores highlight areas for improvement:

• 1 – 3 (Poor): Miscommunication, long pauses, unresolved issues.
• 4 – 6 (Average): Functional, but lacking engagement or clarity.
• 7 – 10 (Excellent): Clear, engaging, and successfully resolved interaction.

By default, the Customer Experience dashboard includes the following tiles:

• Average CX Score
• CX Score Trends
• CX Scores vs. Team Availability
• CX Score vs.Call Waiting Time
• CX Score vs. Call Duration Time
• CX Score vs. Agents
• CX Score vs. Teams

This dashboard is designed for analysing customer experience quality and identifying drivers behind positive or negative CX outcomes.

Live Analytics: Expense Management¶

The Expense Management dashboard provides financial visibility into usage and spend across the platform.

By default, this dashboard includes the following tiles:

• Prepaid Balance History
• Spending by Source
• Spending by Destination

This dashboard supports cost monitoring, budgeting, and usage optimization.

Manage dashboards and tiles¶

Tile and dashboard management works consistently across all dashboards. Whether working on Home, a default operational dashboard, or a custom dashboard, the same controls and actions are available. This ensures a predictable experience when adding, editing, filtering, duplicating, or exporting tiles and dashboards.

The key difference is metric selection scope. On the Home dashboard, metrics from all operational categories are available, allowing cross-category views in a single layout. On predefined operational dashboards (Contact Center Operations, Team Performance, Customer Experience, Expense Management), metrics belonging to that specific category can be added and duplicated.

Create custom dashboard¶

Create a custom dashboard based on the current layout:

1. Click Manage dashboard > Save as new dashboard.
2. Enter a name.
3. Click Save.

To combine metrics across categories, use the Home dashboard as a basis to create a custom cross-functional view.

The new custom dashboard appears in Live Analytics alongside default dashboards.

Rename custom dashboard¶

You can rename your custom dashboard:

1. At Live Analytics, click the menu icon (⋮) on the tile.
2. Click Rename.
3. Update the name.
4. Click Save.

Delete custom dashboard¶

You can delete your custom dashboard:

1. At Live Analytics, click the menu icon (⋮) on the tile.
2. Click Delete.
3. Confirm deletion.

Export dashboard to PDF¶

Export the current dashboard view:

1. Click Manage dashboard.
2. Select Export to PDF.

The export reflects the current filters and layout.

Export dashboard to XLS¶

Export dashboard data in spreadsheet format:

1. Click Manage dashboard.
2. Select Export to XLS.

The export reflects the current filters and data selection.

Apply global filters¶

Global filters apply to all tiles on the dashboard unless a tile-level filter overrides them.

1. Click the Filters button.
2. Select the desired filters.
3. Click Save to apply filters on the dashboard.

Filter by date range¶

The selected date range applies to all tiles on the dashboard and affects both aggregated metrics and trend views. Live monitors display current, real-time data.

To change the date range:

1. Click the Date selector.
2. Choose a predefined date (e.g. Today, Yesterday, Last 7 Days) and time, or set a custom range.
3. Click Save.

Applicable dashboard data will update to reflect the selected time period.

Show KPI Targets¶

Enable or disable KPI target display:

1. Toggle Show KPI Targets ON to display KPI comparisons next to supported metrics.
2. Toggle OFF to hide KPI comparisons.

KPI targets appear only for metrics where KPI configuration is available and pre-defined by the user. See KPI Targets.

Add tile¶

Add a new tile to the Home dashboard (or any dashboard):

1. Click Manage Dashboard > Select Metrics.
2. Select the metrics to display.
3. Click Save.

Alternatively, duplicate an existing tile and customise it.

Hide tile¶

Hiding a tile removes it from the current dashboard view. The underlying system metric remains unchanged.

To hide a tile:

1. Click the menu icon (⋮) on the tile.
2. Select Hide from Dashboard.

The tile is removed from the dashboard.

Alternatively:

1. Click Manage Dashboard > Select Metrics.
2. Uncheck the selected metrics.
3. Click Save.

Duplicate tile¶

Duplicating a tile creates a custom version that can be renamed or filtered independently.

To duplicate a tile:

1. Click the menu icon (⋮) on the tile.
2. Select Duplicate.
3. Enter a new name for the tile.
4. Click Save.

The duplicated tile is now a custom tile.

Delete tile¶

Only custom (duplicated) tiles can be deleted. Deleting a custom tile does not remove the underlying system metric.

To delete a custom tile:

1. Click the menu icon (⋮) on the custom tile.
2. Select Delete.
3. Confirm deletion.

Rename tile¶

Only custom (duplicated) tiles can be renamed. Canonical system tiles cannot be renamed. This ensures consistency and clarity across all dashboards, as default tiles retain their standard, recognizable names.

To rename a custom tile:

1. Click the menu icon (⋮) on the custom tile.
2. Click Rename.
3. Update the name.
4. Click Save.

Filter tile¶

Filters can be applied at tile level. Tile-level filters override global dashboard filters for that tile only.

To apply filters:

1. Click the menu icon (⋮) on the tile.
2. Select Filter.
3. Choose the desired filters.
4. Click Save to apply filters on the dashboard.

Export tile to CSV¶

Export tile data into CSV format:

1. Click the menu icon (⋮) on the tile.
2. Click Export to CSV.

The export reflects the current filters and data selection.

Interact and drill down into data¶

All analytics dashboards are interactive. Many tiles and charts allow direct interaction, enabling supervisors to move from aggregated metrics to detailed records.

Clicking on a value, data point, or chart segment opens a drill-down view, displaying the underlying call logs or records that make up that metric. This allows deeper investigation of your contact center operations.

The drill-down view is automatically filtered based on the data point you clicked. The filters applied reflect the context of your selection, e.g. the specific metric, dimension, or segment you drilled into, so the records shown are scoped precisely to what you were viewing in the chart.

For example:

• On the Inbound Calls tile, click the total calls count. A detailed table will open showing filtered inbound call records for the selected time range and applied filters.
• On the CX Scores vs. Agents chart, click the average CX Score for a specific agent. The drill-down view will open, showing only the call history records for that agent, filtered accordingly.

This context-aware filtering means you can move from a high-level metric directly to the exact records behind it, without needing to apply filters manually in the drill-down view.

From this drill-down view, additional filtering, exporting, and scheduling options are available, depending on context.