Creating Real Time Charts

Required Subscription Add-On: Real Time Dashboard Services

Required User Permissions Level: Dashboard and Reports Creator

When you start building out Real Time dashboard charts you may, at first, wonder, “Where do I even start?  Data Source and Instances - This is where it all starts for all of your charts. In this article, we will break down the Real Time data source instance and the charts that can be built and explain how they can be used

 

LET'S START BUILDING!

Note: To create a Real Time chart you will first need to ensure that you have the Real Time module on your account.  If you do, you are all set to start building.  If you do not, reach out to our Support team (support@brightmetrics.com) and we can provide the information to get you set up. 

To create the following Real Time Charts, navigate into edit mode on the Dashboard by clicking on the pencil below the name of the dashboard tab you want to add a chart to and then Click Create Chart.  

On each chart, you will be able to specify your chart type and order as well as layout and values.
 
1. Realtime Agents (See example below)
 
Once you have chosen the Genesys Cloud Real Time Data Source Type, the first Data Source instance you will have in your drop-down is Realtime Agents:
PCRT1.png
 
Realtime Agents will allow for you to create Real Time charts around your agents with values such as
 
  • Presence and Presence Duration
  • Total Talk/Hold/Wrap Time
  • Etc.
PCRT2.png
 
(Example: Realtime Agents-Presence & Presence Duration)
 
2. Realtime Queues (See example below)
 
The second data source option you will have is Realtime Queues:
PCRT3.png
 
This will allow for you to track, in Real Time, specifics around your Queues. e.g.
 
  • Agents Interacting or Not Responding
  • Percentage of Abandoned Interactions
  • Etc.  
 
PCRT4.png
 
(Example: Realtime Queues -Agents Interacting )(1/2)
PCRT5.png
 
(Example: Realtime Queues - Agents Interacting/Not)(2/2)
 3. Realtime Queue Interactions (See example below)
 
The 3rd data source option you will have is Realtime Queue Interactions:  
PCRT6.png
 
This can be useful when you are interested in monitoring Interactions that are coming into your queues with information on the following:
 
  • Caller ID
  • Wait times
  • Etc.
 
(Example: Realtime Queue Interactions - Caller ID)
PCRT7.png
 
4. Real Time Agent Timeline (See example below)
 
The 4th data source option on the Real Time dashboards drop-down is the agent timeline:  
 PCRT8.png
 
This will allow you to see over the course of the day what the status of an agent(s) is:
 PCRT9.png
(Example: Real Time Agent Timeline)
 
 
This should give you an idea of what you want to build out when it comes to Real Time dashboard charts.
If you have something in mind and still aren’t sure how to build it out after reading through this article, please email us at support@brightmetrics.com and we would be happy to assist.  
 
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