Customizing the Active Insights Dashboards

Keeping a close eye on call metrics helps supervisors ensure they’re providing the best possible service for clients and their callers. Immediately spotting unexpected upward or downward trends in system or agent efficiency helps supervisors investigate and make adjustments quickly, minimizing the impact on caller satisfaction.

The comprehensive Active Insights reporting and analytics package provides real-time and historical agent and call statistics and captures detailed data for each call. The Active Insights Dashboards include default dashboards that give you a live snapshot of system and agent activity, along with recorded information for previous days, weeks, and months. To ensure you have the information that’s most important, you can create and customize additional dashboards.

Use Active Insights Dashboards to keep track of important metrics such as:

• Agent scores
• Call scores
• Abandons
• Answer time
• Wait time
• Hold time
• Service level statistics

Key Elements of a Dashboard

The dashboard includes widgets that display specific data. You can group related widgets into panels, then add the panels to a tab. An Active Insights dashboard can include multiple tabs with related information, which you can easily switch between with a single click.  

Creating Your Dashboard Layout

The dashboard layout is controlled by several elements, including the dashboard settings, the window size, and the dimensions of individual panels and widgets. Active Insights widgets can be various sizes due to the different types of data that they can include. Some widgets, such as average answer time, contain a single number, while others, such as service levels by agent, display a chart or graph.

Rearranging Widgets

Active Insights maintains the order of the widgets that you set. If a widget doesn’t fit in the panel or tab, Active Insights moves it to the next row and, if needed, adds scroll bars so you can see all the data for that widget. For optimal viewing, you can quickly adjust the layout by dragging and dropping the widgets to better fit the designated space.

Quickly Addressing Concerns

While viewing the dashboard, supervisors can quickly move through tabs to see more information, such as switching to an agent dashboard to help determine why the average answer time for callers is increasing. This helps you be proactive and address concerns before receiving complaints.

For more information

Tutorial videos for Active Insights Dashboards are available on TechHelper, Amtelco’s exclusive online customer resource.

• Click here to view Dashboard Structure and Flow in Active Insights.
• Click here to learn about Editing Dashboard Settings in Active Insights.
• Click here for information on Editing Dashboard Widgets.
• Click here for a list of all Amtelco Tutorial Videos.
• Click here for videos and documentation on Amtelco’s AI-Powered Software, including Active Insights and Ellie™, the Intelligent Virtual Agent.