(Update with the copy of version: 8.5.1DRAFT)
m (1 révision importée)
Ligne 3 : Ligne 3 :
 
You can launch the Metric Graphing window in Contact Center Advisor (CCAdv) and Workforce Advisor (WA) from the dashboard and use them to monitor graphs for trends and to determine the effectiveness of actions taken to resolve specific situations.  
 
You can launch the Metric Graphing window in Contact Center Advisor (CCAdv) and Workforce Advisor (WA) from the dashboard and use them to monitor graphs for trends and to determine the effectiveness of actions taken to resolve specific situations.  
  
−
Metrics must first be enabled for graphing in the Administration module. Only metrics and business objects to which you have access are displayed on the dashboard (see [[Access|Role-Based Access and Permissions]]). An administrator configures settings that determine which combinations of metrics and time profile values can be stored and then graphed, up to a maximum of five (by default).  
+
Metrics must first be enabled for graphing in the Administration module. Only metrics and business objects to which you have access are displayed on the dashboard (see [[Access|Role-Based Access and Permissions]]). An administrator configures settings that determine which combinations of metrics and time profile values can be stored and then graphed, up to a maximum of five (by default).  
−
{{NoteFormat|If you set values for more than one time profile group for a metric, each counts as a separate metric for graphing. For example, if you set AHT to 10 minutes for the '''Short''' time profile group and AHT to 90 minutes for the '''Long''' time profile group,  they appear as two metrics on the graph.}}
 
  
−
The '''Charting''' button [[File:chart_launch_button.jpg]] is enabled when you select a single row in the following panes:
+
{{NoteFormat|If you set values to be graphable for more than one time profile group for a metric, each counts as a separate metric for graphing. For example, if you choose to graph AHT for the '''Short''' time profile group and AHT for the '''Long''' time profile group,  they appear as two metrics on the graph.}}
 +
 
 +
The '''Charting''' button [[File:pma_ccadv-wa_metric-graph-icon_852.png|link=]] is enabled when you select a single row in the following panes:
  
 
* In CCAdv—The '''Contact Centers''' pane or the '''Applications''' pane
 
* In CCAdv—The '''Contact Centers''' pane or the '''Applications''' pane

Version du octobre 3, 2017 à 17:59

Metric Graphing

You can launch the Metric Graphing window in Contact Center Advisor (CCAdv) and Workforce Advisor (WA) from the dashboard and use them to monitor graphs for trends and to determine the effectiveness of actions taken to resolve specific situations.  

Metrics must first be enabled for graphing in the Administration module. Only metrics and business objects to which you have access are displayed on the dashboard (see Role-Based Access and Permissions). An administrator configures settings that determine which combinations of metrics and time profile values can be stored and then graphed, up to a maximum of five (by default).

Important
If you set values to be graphable for more than one time profile group for a metric, each counts as a separate metric for graphing. For example, if you choose to graph AHT for the Short time profile group and AHT for the Long time profile group, they appear as two metrics on the graph.

The Charting button Pma ccadv-wa metric-graph-icon 852.png is enabled when you select a single row in the following panes:

  • In CCAdv—The Contact Centers pane or the Applications pane
  • In WA—The Contact Centers pane or the Contact Groups pane

The Charting button is displayed if:

  • You have permissions to view the metrics associated with the object, application, or contact group you selected.
  • An administrator has enabled metrics for graphing.
Important
This feature is not available for agent groups.

See also:

Comments or questions about this documentation? Contact us for support!