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Analytics & Insights Dashboard

Overview

The Dashboard displays critical information about your myCloudPBX system, providing granular reporting data for a real-time or historical view of the activities within your phone system.

Drill down into user performance and call reports for valuable insight into resolution times, response rates and optimal service times.

Dashboard Widgets

The Dashboard drills down into user performance and call reports, giving valuable insight into resolution times, response rates and optimal service times.

Create a new Dashboard

From the left hand menu, click the 'Home' button.

On the top right hand corner click the 'Action' button, then click 'Add'.

Select 'Blank Dashboard'.

Name your new Dashboard and click the button.

Adding Widgets

To add widgets to the Dashboard, click the button.

When you select a widget, you may be asked to choose some additional settings. Do so, then click the button.

Unique URL for Wallboards

You can also generate a unique URL for each specific Dashboard, allowing you to keep a close eye on your statistics.

On the top right hand corner click the 'Action' button, then click 'unique URL'.

Copy the URL that is provided and open it on any web browser.

Real Time Status Widget Page

The 'Real Time Status' widget allows you to keep a close eye on your call queues.

Adding the 'Real Time Status' Dashboard

From the left hand menu, click the 'Home' button.

On the top right hand corner click the 'Action' button, then click 'Add'.

Select 'Real Time Status'.

  • Select the PBX from the dropdown list and click the button.
  • Add a description. This will show as the name of the tab.

If you have more than one call queue running you can choose between them from the left hand menu.

Tip

You can also see the 'queue type' listed here.

Statistics

Here you can see the following information:

  • Total Calls: Total number of calls entering this queue today.
  • Lost Calls: Number of calls that entered the queue today that hung up and were not answered. All Lost calls shown here will also be visible on the Lost call report.

Tip

Click the button for 'Lost' to see a list of Lost calls for today.

  • Timed Out / Exits: Number of calls that entered the queue today, were not answered and progressed to the next activity. If the caller uses the 'press 1 to leave a voicemail' option, this will count towards the 'timed out/ exits' tally.

Tip

A call that times out, is not classified as Lost.

  • Avg. Wait Time: Average time callers waited prior to being answered.
  • Avg. Talk Time: Average time spent talking on calls answered in this queue.

Agent Status Information

Here you can see the following information:

  • Name: Displays the name of the agent.
  • Extension: Displays the extension number of the Agent.
  • Talking to: Displays the caller ID (where available) of the person the agent is speaking with.
  • Time In Call: Displays the total time the agent has been on their current call.
  • Call Status: Will show as either 'Available' or 'In Call'

Calls In Queue Information

Here you can see the following information:

  • Start Time: This is the time the caller entered this call queue.
  • Caller ID: Displays the caller ID (where available) of the person waiting in the queue.
  • Waiting Time: Displays the total time each caller has been waiting (in the current queue).

Tip

Each call queue will have it's own 'Waiting time'.