Stock dashboards offer a comprehensive view of historical contact center data, displaying key metrics related to agents, contacts, and queues. These dashboards deliver insights into entry points, sites, and teams, providing a holistic understanding of contact center operations. Users can make well-informed decisions with the detailed insights offered by these dashboards. Predefined dashboards, provided by Cisco, ensure that the most relevant contact center metrics are readily available.

In addition to Stock dashboards, this release of the Analyzer Beta brings the valuable inclusion of Transition reports, providing users with enhanced reporting capabilities.

Stock dashboards consist of reports, charts and cards. Each dashboard provides extensive data and analysis on agent performance, queue management, call analytics, and customer interaction. A stock dashboard is comprised of at least one report, card, chart, or a combination of these.

Before you get started, familiarize yourself with the new Stock dashboard interface:

UI Element

Description

Stock tab

Displays the available Stock dashboards.

List View

The List View is the default view and allows easy navigation and quick access to the entire collection of stock dashboards. Column separators in the view can be dragged to resize column widths, ensuring content visibility is optimized.
Card ViewThe Card View provides a compact and visual representation of the stock dashboards, displaying snapshots of 15 dashboards in a single view. By default, the preview is not available within the dashboard. To view the Cards, you need to access the dashboard details at least once.

The Card View serve as a visual representation and does not display actual data. To access the actual data, click on these snapshots, which will lead you to the respective dashboard, where data can be further explored.

Sort ByUse the Sort By drop-down menu to filter stock dashboards by options such as Name, Created By, and Last Edited By. This enables easy organization and navigation based on your preferred sorting criteria.
Search

Use the search box to find a stock dashboard using different criteria or comma separated words.

Customize your search selecting criteria such as Name, Labels, Created By, or Last Edited By from the drop-down menu.

Favorite

You can mark your favorite dashboards to access them easily under the dedicated Favorite tab.

Name

Lists the dashboard names. You can click on Name to sort the dashboard names in alphabetical order.

LabelsColor-coded unique strings that can be applied to a dashboard for easy identification and organization.
Last Edited ByThe name of the user who recently edited the dashboard. For stock dashboards, the user name is Cisco.
Last EditedThe recent date when the dashboard was edited. You can click on Last Edited to sort the edited dates in either ascending or descending order.
Created By

The name of the user who created the dashboard. For stock dashboards, the user name is Cisco.

Actions

Indicate the various tasks you can perform with a dashboard. You can only view dashboards for now under the Actions tab.

On the Analyzer Beta home page, click the Stock tab to view the list of available stock dashboards. The selected dashboard lists all the cards, charts, and reports under it. The reports within the stock dashboards are presented in either a table or a chart format.

To view the selected dashboard from the list, double-click on the dashboard name or select View under the Actions tab. You can only view dashboards for now under the Actions tab.

A dashboard always opens in a new browser tab, providing a focused environment for viewing and interacting with the dashboard, while allowing for easy navigation back to the stock dashboard homepage.

The report displayed within the dashboard always adheres to the browser's local time, ensuring accurate and consistent time representation for users. This allows for seamless synchronization of the report's time data with the user's local time settings, enhancing clarity.

Table view

By default, a dashboard is displayed in Table view. Table view presents data in a structured and tabular format with rows and columns providing easy comprehension and key data insights. Toggle between Table and Chart views to customize how the metrics are displayed. Drag the column separators to resize the table columns in the list, enabling the display of more characters per column.

In the Table view of a dashboard, Analyzer supports a maximum of 100 columns and up to 100,000 rows.

Pin column

You can pin or move the column of a dashboard to the right and left of the table based on your requirements.

  1. On the dashboard column, click the hamburger menu next to the column header.

  2. Go to Pin Column and click Pin Left or Pin Right.

Autosize column

You can drag the column separator to resize the column in the table to display more characters per column. To restore to the original size of the column:

  1. On the dashboard column, click the hamburger menu next to the column header.

  2. Click Autosize This Column.

  3. For all columns, click Autosize All Columns

Expand and collapse column data

You can expand and collapse the reporting data based on the filters that are applied for columns. By default, the data is in expanded form.

  1. On the dashboard column, click the hamburger menu next to the column header.

  2. Click Expand All to expand the data corresponding to all column filters.

  3. Click Collapse All to minimize all data corresponding to all column filters.

Column View

You can customize the visibility of columns a table. Use the Column view icon to include or exclude the columns required in the table.

  1. On the dashboard column, click the hamburger menu next to the column header.

  2. Select or unselect a column by checking or unchecking the corresponding check box.

Chart view

Chart view offers a visually appealing and intuitive representation of your data making it easier to comprehend and analyze information at a glance. With chart view, you can transform numerical data into a graphical representation.

Use the toggle switch to toggle between the Table and Chart views for your desired output.

Trend Line

In Chart view, the Analyzer Beta introduces Trend Line, which is a visual representation of trends with data points. When viewing a dashboard, the presence of a trend line allows users to quickly identify and understand the underlying trend or pattern within the data.

Unlock data insights with filters

Stock dashboards (reports, chart, card) offer a diverse range of filters to refine the displayed data according to your preferences. These filters enable you to narrow down your search and focus on specific information. Whether you are utilizing the Table, Card, or Chart view, applying filters enables you to refine your data effectively and acquire valuable insights that align with your specific needs and preferences.

To apply your selected values from the filter drop-down, click the Apply button to confirm your choices. The Interval and Duration filters are consistently available across all reports and charts. By default, all filter values are set to All except for the Interval and Duration filters.

Stock dashboards that contain multiple reports feature common filters located at the top of each dashboard. This allows users to apply filters universally across all reports, ensuring consistent data refinement throughout the dashboard.

Filters in Table view

The Table view presents data in a tabular format, offering the flexibility to select and apply filters without any restrictions on the filter values.

If the currently applied filters do not generate desired results, you can apply additional filters or make refinements to the existing filters and try again.

Filters in Chart view

Chart view provides a visual representation of data, presenting information in a graphical format.

Chart visualizations have limitations when dealing with a high number of bars, which can affect readability. For example, if the duration is set to yearly and the interval is daily, plotting 365 bars for a single filter can be overwhelming. Similarly, the interval values of 15 Minutes, 30 Minutes, and Hourly are deactivated for Chart reports. To improve readability, data is grouped into larger intervals like weekly or monthly, reducing the number of bars displayed.

To enhance visual appeal and improve data comprehension, there is a limitation placed on the number of values that you can apply for a selected filter.

For filters excluding Interval and Duration, you can select either All or a maximum of 2 filter values. If the chart visualization is not available, change filter combinations and/or interval for optimal view.

Filters in Card

A card is a visual representation of contact center data, featuring icons representing calls, messages, chats, emails, and social media interactions. The card displays the total count and individual counts for each interaction type.

While selecting filters values for a card, you can select either All or a maximum of 2 filter values from the available filters.

Custom duration filter

You can customize the Duration filter to view data based on your requirements.

  • Choose Custom Duration from the Duration drop-down list.

  • In the Custom Duration dialog box, choose a date range of up to 12 months within the last 13 months starting from the current date.

  • Click Apply to save the changes.

Analyzer supports reporting for a maximum duration of 12 months within the last 13 months starting from the current date.

The Surge Protection Statistics dashboard provides details of the calls that the contact center received, handled, abandoned, and rejected due to the surge protection limits that are set at the tenant level. For now, in the Analyzer Beta, the reason for termination of a call is listed under the Termination Type column. However, in the existing Analyzer, the Termination type is indicated with a ✓ (check mark) under the Handled, Abandoned, and Rejected columns.