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Overview / Description

The Operational Visibility Dashboard provides both high-level and drill-down details of queues in the contact center.

Viewer

This section covers Operational Visibility Dashboard for Viewer access.

Creator

This section covers Operational Visibility Dashboard for Creator access.

Datablocks used:

  • Gauge

  • Cube Report - 3D Column, Line Graph, Grid View, Column chart (with drilldown enabled)

  • Date Picker

  • Dimension Filter

  • Drillthrough

  • Datablock Group

Measures and Measure Groups used:

queuemetrics (index)

  • Predefined Measures_Sum

    • Contacts handled

    • Contacts abandoned

    • Contacts handled incoming

    • Contacts handled outbound

    • Contacts transferred in

    • Contacts transferred out

  • Custom Measures

    • % Answered

    • % Abandoned

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