Realtime Reports and Dashboards

The dashboards embedded in Agent Desk are the real-time dashboards for supervisors and agents to view the summary statistics of the contact center including queues, agent states, and the real-time conversations that are ongoing with agents and the bots.

Supervisors can monitor team-wise conversations.

A supervisor must have at least one team, for instance, Team Alpha
A supervisor must have at least one agent within her team. For instance, Agent-1 is a member of Team Alpha, which is supervised by Supervisor John.
Next, access the unified admin platform and assign agent attributes to Agent-1. This will establish a connection between Agent-1 and any available queue.
Then, log in as Agent-1 in the Agent Desk at least once. This will ensure that all the changes made to Agent-1 take effect.
Now, the supervisor can log in as Supervisor John and observe that the Team Alpha & the queue(s) associated with Team Alpha are visible on the dashboard|. This allows the supervisor to view the corresponding data.
Adding or removing agents from a team in Keycloak will take effect upon the agent's next login, not in real-time on dashboards.
If a supervisor is also an agent, he’ll only be able to view and see the teams in the dashboard that he supervises and not the team in which he is added as an agent.

There are two types of dashboards currently available:

Summary Dashboards - built within Grafana to display summarized stats of queues, agents, active conversations and MRDs
Detail Dashboards - built within Agent Desk for details about active/queued conversations, agent activities

Let's walk through the following to know more details.

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