Comparison of KPI Cards in Supervisor Desktop and Analyzer

The KPI cards in Supervisor Desktop have some key differences with the KPI cards in Analyzer. This table outlines the KPI cards in Supervisor Desktop and the corresponding KPI cards in Analyzer.

Supervisor Desktop KPI Cards	Analyzer KPI Cards
Contacts in Progress	No equivalent card exists in Analyzer.
Contacts in Queue	Contact Center summarize - Real-Time (Contacts in Queue)
Longest Contact Currently in Queue	Contact Center summarize - Real-Time (Longest Contact Currently in Queue)
Total Contacts Handled	Contact Center Overview - Real-Time (Total Contacts Handled)
Average Service Level	Contact Center Overview - Real-Time (Average Service Level)
Average Handled Time	Contact Center Overview - Real-Time (Average Handled Time)
Total Contacts Abandoned	Contact Center Overview - Real-Time (Total Contacts Abandoned)
Contact Details Currently in Queue	Contact Center Overview - Real-Time (Contacts Details Currently in Queue)
Agent State Report	Analyzer: Agent Stats Real-Time (Grid-Based Report) APS: Agent Stats - real time

Supervisor Desktop displays real-time information that is aggregated for the current day (from 00:00 hours according to the time zone set for your organization) for the following KPI cards. This information is aggregated for the last 24 hours in the Contact Center Overview Real-time Dashboard in the Management Portal.

Total Contacts Handled
Average Service Level
Average Handled Time
Total Contacts Abandoned

Filters

The entries available for filtering teams and queues in Supervisor Desktop are based on the current configuration and authorized data for user access.

The filter values for teams and queues in the Management Portal are a list of entities dynamically created from available records.

The following KPI cards are applicable for queue and team filters in Supervisor Desktop:

Cards applicable for Queue Filters	Cards applicable for Team Filters
Contacts in Queue	Contacts in Progress
Longest Contact Currently in Queue	Average Handled Time
Total Contacts Handled	Agent State Report
Average Service Level
Total Contacts Abandoned
Contact Details in Queue

Formulae

This table provides information about formulae applicable to KPI cards in Supervisor Desktop:

KPI Card	Formula
Average Service Level	Average Service Level percentage = (totalContactWithinSla * 100) / totalContactsHandled where `totalContactWithinSla`and `totalContactsHandled` are aggregated for all queues.
Longest Contact Currently in Queue	Longest Contact Currently in Queue = CurrentTimeStamp - oldestContactParkedTimeStamp where `oldestContactParkedTimeStamp` is the longest duration for which the contact is parked in the queue.
Average Handled Time	Average Handled Time = Average of HandledDuration where `avgHandledDuration` = (`avgConnectedDuration` + `avgWrapUpDuration` + `avgHoldDuration)` `avgConnectedDuration = totalConnectedDuration/totalContactsHandled` `avgWrapUpDuration = totalWrapUpDuration/totalContactsHandled` `avgHoldDuration = totalHoldDuration/totalContactsHandled` `totalHandledDuration = (totalConnectedDuration+totalHoldDuration+totalWrapupDuration)` `totalContactsHandled` increases when the system receives a connected event.
Total Contacts Handled	Total Contacts Handled = Sum of totalContactsHandled across all queues where `totalContactsHandled` increases when the system receives a connected event.
Total Contacts Abandoned	Total Contacts Abandoned = sum of totalContactsAbandoned across all queues With real-time data, `abandonedCount` increases, if the previous event is parked or connected and the current event has ended.

This table provides information about differences in formulae between the KPI cards in Supervisor Desktop and Analyzer:

Formulae	Supervisor Desktop	Analyzer
Average Service Level	The computation excludes those calls that were queued but not connected to an agent, as the call got disconnected before connecting to an agent. Such disconnected calls may not have met the service level agreement (SLA) if they were connected to agents.	The computation includes those calls that were queued but not connected to an agent, as the call got disconnected before connecting to an agent. Such disconnected calls may not have met the SLA if they were connected to agents.
Longest Contact Currently in Queue	The system computes this value based on the actual time for which a contact is available in a queue.	The system computes this value based on the time at which the contact arrives at the contact center. The computation also includes the time spent by the contact in Interactive Voice Response (IVR) before joining the queue.
Average Handled Time	The system includes the hold time to compute this value.	This computation excludes hold time.
Total Contacts Handled	This computation includes all calls queued and connected to an agent successfully.	This computation excludes short and disconnected calls.
Total Contacts Abandoned	This computation includes all calls that are queued but ended before they are connected to an agent. It also includes calls that are disconnected suddenly. This computation excludes calls that end during IVR and prior to getting queued.	This computation includes calls: that are queued but ended before they are connected to an agent. that end during IVR and prior to getting queued. This computation excludes short and disconnected calls.

Data Latency

The table below compares latency for data to refresh between the KPI cards in Supervisor Desktop and the corresponding KPI cards in Analyzer:

Supervisor Desktop	Analyzer
The system publishes events in real time as this is push-based architecture.	As this is a pull-based architecture, the Analyzer UI sends requests to extract and display data.