Daily Trends Dashboard
  • 28 Sep 2022
  • 4 Minutes To Read
  • PDF

Daily Trends Dashboard

  • PDF

REQUIRED USER ROLE
Administrator, Team Manager, or Analyst

Use the Daily Trends dashboard to monitor or glance at how your contact center is doing by viewing key success and performance metrics. While considered historical reporting because reported data is an hour behind, it’s an efficient and effective tool in making data-backed action.

Imagine walking into your contact center for the day; you can use the Daily Trends dashboard to see how the team performed for the previous day. You can even look back an entire week to gauge how your team performance is trending.

Before you start

We recommend you review the following before using any OOTB dashboards.

  • Get a complete overview of the OOTB Dashboards.
  • Load the dashboard after choosing your filters to get the latest data by clicking the green Load icon.
  • Get familiar with Time Anchors. Every report tile in the dashboard uses a specific time anchor to aggregate data, so it’s important that you understand how this concept is utilized.
  1. Click the menu located on the top left corner of the screen.
  2. Click Reports.
  3. Under the Conversations category, click Daily Trends.
  4. Update your filter.
    • Note – No additional filters are available aside from the ones available in each dashboard.
  5. Click the green Load button on the top right corner of the dashboard to refresh dashboard data bounded by the filter.
    • Note – The Load button changes to a refresh icon after the initial dashboard load.

If you change the filter, click the refresh icon again to reload the dashboard.

The table below contains details about each report tile available in the Daily Trends dashboard.

Tile NameMetric UsedTime AnchorDescriptionInbox FilterChannel FilterCommentsAlso available in
Unique Customers
Unique Customers
Conversation Last Closed At
Count of unique Customers with Conversations.
Inbox when Last ClosedFirst Channel
Conversation Summary
First Contact Resolution
% FCR Success
Conversation Last Closed At
Conversations that were successful First Contact Resolution divided by Conversations that were eligible for FCR.
Inbox when Last Closed
First Channel
Learn more detail about how FCR is calculated.
Conversation Summary
Conversations Created 
Conversations Created
Conversation Created At
Count of Conversations created.
Inbox when Created
First Channel


Conversations Closed
Conversations Closed
Conversation Last Closed At
Count of Conversations closed.
Inbox when Last Closed
First Channel

Conversation Summary
Top 10 Topics Applied
Topics Applied
Event Occurred At
Count of the number of times a Topic was applied minus the number of times a Topic was removed within the specified time range.
Inbox when Event Occurred
Does not applyNote that this metric is event-based, so it does not necessarily represent the full set of Conversations Closed or Created during the range.
Can be aggregated from Conversation Timestamps
Conversation Handle Time
Average Conversation Handle Time
Conversation Last Closed At
Average duration of time spent by any Agent on the Customer Profile while the Conversation is open.
Inbox when Last Closed
First Channel
Learn more detail about how Handle Time is calculated.
Conversation Summary
Conversation Close Time
Avg Close Time
Conversation Last Closed At
Average duration of time from when the Conversation was created to when it was last closed.
Inbox when Last Closed
First Channel

Conversation Summary
Service Level
Service Level %
Contact Ended At
Count of Contacts Fulfilled before SLA, divided by the sum of (Contacts Abandoned + Contacts Fulfilled).
Inbox when Contact EndedContact ChannelFor inbound Contacts only.
Contact Summary
Service Level
Channel
Contact Ended At
Channel of the Contact.
Inbox when Contact Ended
Contact Channel

Contact Summary
Service Level Trending
Service Level %
Contact Ended At
Count of Contacts Fulfilled before SLA, divided by the sum of (Contacts Abandoned + Contacts Fulfilled).
Inbox when Contact Ended
Contact Channel
For inbound Contacts only.
Contact Summary
Service Level Trending
Channel
Contact Ended At
Channel of the Contact.
Inbox when Contact Ended
Contact Channel

Contact Summary
Channel Mix
Contacts Inbound
Contact Queued At
Count of inbound Contacts in that Channel that were queued.
Inbox when Contact Queued
Contact Channel
"Inbound" Contacts are those initiated by the Customer, Internal, or External Initiator Types.
Channel Mix (New), Contact Summary
Channel Mix
% of Inbound Contacts
Contact Queued At
Count of inbound Contacts in that Channel divided by total inbound Contacts.
Inbox when Contact Queued
Contact Channel

Channel Mix (New)
Channel Wait Time
Avg Queued-to-Fulfilled Time
Contact Ended At
Average duration of time from when the Contact was first queued to when it was fulfilled
Inbox when Contact Queued
Contact Channel
For inbound Contacts only, and only for Fulfilled Contacts.
Channel Wait Time, Contact Summary

Gain perspective on how to use the Daily Trends dashboard to drive action. Let’s look at three examples using the report tiles below.

Top 10 Topics Applied

Suppose you run a retail company's contact center and notice that Shipping Delay Topic is used a lot for the day. This may suggest a possible logistics issue, and you can use this information as a reason to investigate.

First Contact Resolution

Let’s imagine that your contact center averages a First Contact Resolution (FCR) of 70% on a 7-day rolling basis based on your dashboard date filter, but you notice your FCR has dipped to 40%. Seeing this trend in an efficient manner allows insight to investigate the cause properly. You could also look at other dashboard report tiles like Conversation Handle Time, Channel Mix, and Topics to see if there’s a correlation.

Service Level Trending

Let’s pretend that your contact center averages a Service Level Trending percentage for email of 75%. Depending on the dashboard date filter, you noticed this had trended closer to 95%. Why the improvement? Was there training on writing clearer and more detailed emails, reducing the need for follow-up emails? You may even compare this with other dashboard report tiles like Channel Wait Time.


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