What are 'Out Of The Box' (OOTB) Dashboards?
  • 29 Sep 2022
  • 4 Minutes To Read
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What are 'Out Of The Box' (OOTB) Dashboards?

  • PDF

Out-of-the-box (OOTB) dashboards are a collection of the most commonly used reports that provide performance glimpses and display Key Performance Indicators (KPI) metrics in Gladly. While pre-built, out-of-the-box reports like the Agent Duration and Conversation Timestamps reports help answer specific questions, the OOTB dashboards collect the most valuable and frequently used reports and metrics without needing to download, stitch, and manipulate CSVs to gain insight.

Benefits of OOTB dashboards

  • Provides visually rich data to help contact center managers scan critical metrics and feel informed.
  • Get a sense of your contact center performance in a swift manner.
  • While Gladly provides rich data tables and some single-metric visual reports, they require additional work requiring the combination of various reports to arrive at a high-level visual view. OOTB dashboards reduce the need for manual data manipulation.

Two OOTB dashboards

There are currently two OOTB dashboards available. Each dashboard was meticulously researched and developed to help contact center managers efficiently get insight into the state of the contact center.

Daily Trends

Designed for contact center managers and decision-makers, it provides insight into how the entire contact center is doing for the day — or a range of days — and how the team is performing against your goals and metrics for decision-making purposes. You can view insights like:

  • Channel Mix
  • Conversation Handle Time or Close Time
  • Most used Topics
  • SLA performance
  • Top 10 Topics Applied

A complete list of report tiles available is found here.

Coaching Dashboard

Provide people managers easy access to individual Agent-level metrics for coaching and opportunity reasons. Containing a range of filters — including Date, Date Granularity, Name, Email, and Team — managers can quickly get discuss performance and opportunities for insights like:

  • Logged In and Active Time
  • Availability
  • Number of Contacts
  • Contacts missed by Channel

A complete list of report tiles available is found here.

Dashboard report tiles

Report tiles are individual — visually rich —  reports found in a dashboard. Depending on the report, data in each report tile is presented in a variety of ways, from line graphs and pie charts to simple numeric metrics.

Data presented in the dashboard report tiles are also available in OOTB reports, though sometimes, additional manipulation is needed to get to the same data. For example, Unique Customers is a metric in the Conversation Summary report. Contact Transferred can also be found in the Agent Summary report.

Interact with a report tile

You can manipulate tiles to hide or expose certain data points. Tile manipulation options depend on the type of visualization used for a report tile. You can:

  • Hover over tile elements (e.g., bar, line, etc.) to see more data.
  • In the Contacts Missed by Channel report tile, clicking a Channel at the bottom allows you to hide certain Channels from the bar graph.
  • In the Channel Wait Time report tile, you can click a Channel(s) to hide a Channel’s data from the graph if you want to focus on viewing data for specific Channels.

Feel free to interact with every tile to learn how you can manipulate the data visually. 

Note - Dashboard tiles are not customizable
You can’t rename tiles, add new tiles, or reorganize the tiles in an OOTB dashboard.

Dashboard filters

Each dashboard has its own set of filters to allow you to modify or limit data in the dashboard.

Do keep in mind the following when applying filers to a dashboard:

  • Filters in each dashboard apply globally, meaning you cannot set filters for a particular report tile.
  • You cannot change the types of filters available, but we may introduce others in the future. 
  • You must click the refresh button to load new data after updating filters.

Daily Trends

Filter by:

  • Date Range – View dashboard data by date and access multiple options to view data by varying ranges. The default filter is in the last 7 days.
  • Inbox – View dashboard data by Inbox. Each tile presents a tile's data based on the Inbox filter.
  • Channel – View dashboard data based on the Channel filter. Each tile presents a tile's data based on the Channel filter.

Coaching Dashboard

Filter by:

  • Date – View dashboard data by date and have access to multiple options to view data by varying ranges.
  • Date Granularity – View date granularity: 30 minutes, Daily, Weekly, Monthly, Quarterly.
  • Name – Filter Agents by name. To filter select Agents by name, use the Is option to see a list of Agents.
  • Email – Filter Agents by email address. To filter select Agents by their email address, use the Is option to see a list of Agents.
  • Team – Filter Agents by Team. To filter select Agents by Team, use the Is option to see a list of Agents.
  • User Status – Filter Agents based on user status. Check Active to only display users who are active.

Time Anchors for each report tile

Each report tile in a dashboard uses a particular (and sometimes multiple) Time Anchor.

Let’s use Unique Customers in the Daily Trends dashboard as an example. The Unique Customers report tile displays the count of unique Customers with Conversations last closed within a given time frame based on your date filter.

Unique Customers use Conversation Last Closed At as the Time Anchor. This means this metric only includes Customers who had their Conversations closed within the timeframe set on the filter for the dashboard. If the filter is set to in the last 7 days, Conversations that were created during this range but haven’t yet been closed are also not included.

The list of Time Anchors used for each report can be found in the Daily Trends dashboard report tiles and Coaching Dashboard report tiles.

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