Custom dashboards

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In addition to predefined dashboards, custom dashboards let you create personalized views of your contact center data. You can select, arrange, and visualize the metrics that matter most to your business.

Use custom dashboards to monitor key performance indicators, track trends, and make data-driven decisions tailored to your specific needs.

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Insights

Insights are interactive, multi-layer analytics that let you add and slice data based on multiple metrics. Insights are the most extensive report types and can be used as standalone reports or as part of your custom dashboards.

To access insights, go to Conversations → Analytics → Insights in the web interface.

With insights, you can:

• View a list of insights
• Create a new insight
• View details of an insight by clicking the information icon
• Search for insights by partial or complete name
• Filter insights, for example by insight type or last updated
• Sort insights using the table headers
• Export insights
• Set the number of insights displayed per page

Insights editor

Use the insights editor to:

• Create an insight
• View a list of insights
• Export an insight
• Edit an insight
• Delete an insight

To access the editor, go to the Insights tab in the Conversations Analytics section and select Create insights.

When the page opens, you will see the following options:

1. Data catalog: Contains facts, metrics, and attributes. Expand menu items to view available data.
2. Facts: Quantitative data you can add to the insight.
3. Metrics: Quantitative data you can add to the insight.
4. Attributes: Qualitative data you can add to the insight.
5. Filter options for the data catalog: Click the relevant data type (metrics, facts, or attributes) to view a list of items of that type.
6. Search: Search for data items by partial or full name.
7. Insight type: Change the chart type as needed. The system updates the insight to match the selected type. Each chart type may support specific data types. Example: The Stack by field is available for a column chart but not for a table.
8. Active zones: Drag and drop items from the data catalog to these areas of the canvas. The editor guides you on supported data items for each zone.
9. Ad hoc metrics: Use basic arithmetic functions to create metrics. Click the + sign to add more.
10. Filter: Filter the insight by specific criteria. Drag and drop the Date or any attribute from the data catalog, or use the filter button to select attributes. The editor displays a message if data cannot be filtered.
11. Sort: Sort data alphabetically, numerically, or chronologically. Sorting is available for bar, column, area, combo, bullet, pie, donut, and heatmap charts.
12. Undo, Redo, and Clear: Undo or redo changes. Click Clear to remove all data from the insight.
13. Open: View an insight. Filter to view only insights you created, or search by name.
14. Save: Save your insight.
15. Export: Choose the format to export your insight.
16. Configuration: Format the insight, such as changing colors or positioning the legend. Some charts may have limited configuration options.

Create insight

Follow these steps to create an insight:

1. On the Analytics → Insights tab, click Create insights.
2. Choose an insight type. Each chart type supports specific data types.
3. Drag and drop one or more data items (fact, metric, attribute) from the data catalog to the active zones. You can view the data immediately after you add items to the fields. To create a new metric, add at least two data items.
4. (Optional)
   • To get more detailed data, drag and drop the Date or an Attribute to the Rows/Columns field (only for tables) or to the View by, Trend by, or Attribute fields (for other chart types).
   • To split the data into stacked groups, drag and drop an Attribute to the Stack by or Segment by field. For Line charts, there must be only one data item in the Metrics field.
   • To format the chart, use the Configuration options.
   • To make changes, use the Undo, Redo, and Clear options. To delete a data item, click the item in the editor and drag it to the left. Use additional customization options.
5. Name your Insight.
6. Select Save.

Use one or more of the following options to customize your Insight further.

Refine data items

You can refine facts, metrics, and attributes. In the Metrics section:

1. Select the +Add attribute filter button to add more attributes to your insight. All filters that you add are applied immediately.
2. Besides this, you can also do the following:
   • ​​​​​​Display this filter as a percentage
   • Format the data values
   

Add filters to the insight

This section is for filtering the Insight. For details about filtering the Attribute section, refer to the Refine data items section above.

To filter the Insight:

1. Drag and drop the Date and other attributes to the filter at the top.
2. Select the item added to the filter and choose the needed options (optional).
3. Select the filter icon and choose the filters you wish to apply (optional).

Export insight

On the Insights tab, select the three dots next to an insight and choose one of the following file formats:

• .csv
• .xlsx

The insight is downloaded as a static file.

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Custom dashboards

Dashboards are visual representations of data. Create custom dashboards to obtain specific, relevant information about the performance of your conversations or agents.

With custom dashboards, you can:

• Track changes to your KPIs
• Compare current data across time periods
• Add, slice, and filter data

Dashboards can include one or more of the following components:

• Insights: Multi-layer analytics that let you add and slice data based on multiple metrics.
• Key performance indicators (KPIs): Single-metric analytics displayed in numeric format (whole number, decimal, or percentage).
• Attribute filter: Additional filters you can add to standard filtering options to filter reports by specific Conversations components. These filters are predefined and based on standard Conversations fields.

Dashboards can contain multiple items of the same type (for example, multiple insights). All elements on a dashboard should work together to fulfill a common purpose.

To access dashboards, go to Conversations → Analytics → Custom dashboards.

You can:

• View dashboards: By default, the latest dashboard you created is displayed. To view other dashboards, select from the Custom dashboards menu
• Create dashboards: Use custom metrics to customize an existing standard report or create a new custom dashboard from scratch
• Edit dashboards
• Export dashboards (supported file type: .pdf)
• Share dashboards with others in your organization

Create dashboard from existing standard report

1. On a standard report insight, select the menu button and then click Explore from here.
2. The report opens in the insight editor. For more information about the insight editor, refer to the Insights section.
3. Add other reporting elements to the editor.
4. Select Save.

Create dashboard from scratch

Follow these steps to create a new dashboard:

1. Go to Conversations → Analytics → Custom dashboards and in the drop-down menu, select Add dashboard.

   

2. Enter the dashboard name. Choose one of the following dashboard availability options:

   • Public: Accessible by everyone who has access to Conversations Analytics
   • Shared: Shared with specific users or groups
   • Private: Accessible only to the creator of the dashboard

3. Select Create.

4. Drag and drop one or more of the following items to the dashboard editor. You can add more than one item of the same type (for example, multiple attributes). The editor provides guidance about where you can add each item.

   Attribute filter: After you add the Attribute Filter element, search for or choose an attribute from the list (for example, channel name or CSAT score). For each attribute, choose the values to filter. By default, all values are selected. You can add or edit these filters at any time, for example, if there are new reports.

   

   Key performance indicator (KPI): After you add the KPI element, search for or choose a metric from the list (for example, session duration or new users). You can also do the following:

   • Filter by date or by one or more attributes. Choose an attribute in the Filter by section.
   • Compare data between time periods. Choose the time period in the Comparison section. You can also choose whether to display the result in green or red.
   • Drill into a specific dashboard. Choose an existing dashboard in the Drill into dashboard section. When your custom dashboard is ready, you can click the KPI to view the selected dashboard.

   Insight: Create a new insight to display results by multiple data types. For more information, refer to the Insights section.

   Saved insights: Search for an insight or choose an existing one from the list to display results by multiple data types. You can add insights that you created or those that are shared with you. After you add the insight, click the insight to view the menu options. You can do the following:

   • Add filters or hide the insight title: Click Configuration
   • Make changes: Click Edit
   • Enable zoom option for the insight: Click Interactions → Zoomable insight
   • Drill into data. For more information, refer to the Drill into data section.

5. Add titles and descriptions for each section.

6. To configure or delete a KPI or Insight, click the item to get the menu options, and then click Remove from dashboard (optional).

7. To delete an attribute filter, click the item and drag and drop it to the left.

   

8. Select Save.

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