Metric Widgets
Dashboards have a wide variety of content items that can be used for customization. You can move, resize, rename, clone (copy), and edit widgets to create a custom dashboard appearance. For more information, see Managing Dashboard Content Overview.
Metric widgets capture data from KPIs
An acronym for Key Performance Indicator - a measurable value that demonstrates how effectively a company is achieving key business objectives. or metricsCalculates a measure for the various intervals of time and various roll-up combinations. The formula to create a metric is: a measure plus the keys for “what” and “when.” and present it in a variety of ways. Different kinds of widgets have different options, but all metric widgets are either single-value or multi-value data points. MeasuresA simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, etc. used in metrics are tagged with descriptive keywords (tags) in the system so you can find them. For more information, see Data Attributes of Measures and Metrics.
Adding a Metric Widget to a Dashboard
- Click the lock icon above the numbered list to unlock the Dashboard page.
- Click Add Content.
- Click and drag Add Metric Widget onto the dashboard.
- Select Single data point or Multiple data points or compare data.
- Specify the metric(s) or measure(s) you want to include in the widget. You do not have to know the tags of measure beforehand (clicking in the field will reveal some suggested tags). For more guidance, you can click the Hint button to display suggestions.
- Click Next.
- Configure the keysKeys provide the "what" and "when" of metrics. for the specified metrics. For more information, see Configuring Metric Keys.
- You can preview the data for your selection(s) by clicking Preview Results.
- Click Next.
- Select the presentation options for the widget. For more information, see Metric Widget Presentation Options, the sections on configuring radial gauges, linear gauges, or charts, or any combination of these.
- Click Save.
If the metric has a defined goal or trend, you will see Show Available Goals and Show Trend options for the widget.
Presentation Options
Single data-point widgets present a metric as a single number (such as a score, duration, percentage, number of minutes, and so forth), at a specific (or relative) point in time, for a specific group, agent, or other key. These single numbers are presented as either a gauge or an indicator.
- Gauges work best when presenting a metric that has a natural or expected range to it (such as, a quality score that may range from 0% to 100%). They can be configured to display differently if the metric drops below a specified value.
- Indicators work best for metrics without a predefined range.
Multiple data-point widgets are useful for plotting multiple numbers in a chart, either to compare many values for one metric (for example, over a period of time) or to compare values for two different metrics (for example, the same data point for different agents). You can optionally display a line or bar chart with the widget (the metrics must share the same keys).
- Line charts are well-suited to present data over time (such as days, weeks, months, and so on).
- Bar charts are helpful for comparing metrics across different agents, groups, skills or other key types.
Configuring Metric Keys
Keys are an important component of a metric. They determine the what (agentThe person or people taking the inbound calls., groupA definable collection of users., company, queue, evaluator, category, and so forth) and when (the time period or duration) of what is being measured. For more information, see Data Analysis Overview.
When you configure keys in a metric widget, you can present specific data by using the agent or group picker in the wizard to make specific selections. This also provides a specific name for the widget.
You can also use relative or specific values when configuring the when key for a metric widget. Relative periods (such as This Quarter or Last Week) are presented in pickers and dynamically change based on the current date or time.
To present data for a specifically-defined time period (such as 1/1/2015 – 4/15/2015), use a custom range.
The options available to configure the when key of a metric widget vary depending on the period of the metric you have selected for the widget.
