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With theChannel Interval Dashboard CallsandChannel Interval Dashboard
Chatsdashboards,
see important contact center KPIs for call and chat interactions. View channel
data in 30 minute intervals for the current week or by date for data older than
a week. Use dashboard data for trend reporting, comparison studies, resourcing,
and forecasting.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, clickDashboard>Advanced
Reporting. If you don't see theDashboardmenu, expand the window
horizontally until theDashboardmenu appears. TheAdvanced Reporting
Landing Pageappears.
ClickChannel Interval / CallsorChannel Interval / Chats. The
dashboard appears.
Click theDatefield to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Clickexpand_moreMoreto
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
ClickCustom.
In theCustomfield, enter a start and end date for your date
range. You can type your date range or clickOpen calendarto select start and end dates.
Filter your results using the following fields:
Start TimeandEnd Time: get results from only within this time
range
Queue: by queue
Queue Group: by queue group
Team: by one or more teams
Location: by location of the agent
Interaction Type: by the type of interaction
ClickUpdate.
Tiles
These dashboards contain the following metrics tiles:
Total Failed Interactions: the number of interactions that were waiting
in queue and were disconnected by the caller before being accepted by an
agent. This doesn't include in-menu and short abandons. Also included are
the number from the previous quarter and the percent change.
Total Queue Abandons: the number of contacts that were waiting in queue
and were disconnected by the contact before being accepted by an agent. This
doesn't include in-menu abandons and short abandons. Also included are the
number from the previous quarter and the percent change.
Service Level Trend: the SLA percentage over time intervals
AHT Trend: the handle time over time intervals
Queue Time Trend: the amount of time contacts are in queue over time
intervals
CSAT Trend: the customer satisfaction rating over time intervals
Transfer Trend: the number of transfers over time intervals
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eThese Channel Interval dashboards provide key performance indicators (KPIs) for both call and chat interactions within a contact center, allowing for analysis of data in 30-minute intervals.\u003c/p\u003e\n"],["\u003cp\u003eUsers can access the Channel Interval/Calls or Channel Interval/Chats dashboards through the CCAI Platform portal by navigating to Dashboard > Advanced Reporting.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboards allow for customizable date ranges, including preset and custom options, with a maximum range of 45 days.\u003c/p\u003e\n"],["\u003cp\u003eUsers can filter the dashboard data by Start Time, End Time, Queue, Queue Group, Team, Location, and Interaction Type to refine their analysis.\u003c/p\u003e\n"],["\u003cp\u003eMetrics tiles within the dashboards include Total Failed Interactions, Total Queue Abandons, Service Level Trend, AHT Trend, Queue Time Trend, CSAT Trend, and Transfer Trend, providing a comprehensive view of contact center performance.\u003c/p\u003e\n"],["\u003cp\u003ePlease note that the features discussed are in a pre-GA state and, as such, are subject to the "Pre-GA Offerings Terms," they are provided "as is" with potentially limited support.\u003c/p\u003e\n"]]],[],null,["# Channel interval dashboards\n\nWith the **Channel Interval Dashboard Calls** and **Channel Interval Dashboard\nChats** dashboards,\n\n\nsee important contact center KPIs for call and chat interactions. View channel\ndata in 30 minute intervals for the current week or by date for data older than\na week. Use dashboard data for trend reporting, comparison studies, resourcing,\nand forecasting.\n\nUse the dashboards\n------------------\n\nTo use the dashboards, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Channel Interval / Calls** or **Channel Interval / Chats**. The\n dashboard appears.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Start Time** and **End Time**: get results from only within this time\n range\n\n - **Queue**: by queue\n\n - **Queue Group**: by queue group\n\n - **Team**: by one or more teams\n\n - **Location**: by location of the agent\n\n - **Interaction Type**: by the type of interaction\n\n5. Click **Update**.\n\nTiles\n-----\n\nThese dashboards contain the following metrics tiles:\n\n- **Total Failed Interactions**: the number of interactions that were waiting\n in queue and were disconnected by the caller before being accepted by an\n agent. This doesn't include in-menu and short abandons. Also included are\n the number from the previous quarter and the percent change.\n\n- **Total Queue Abandons**: the number of contacts that were waiting in queue\n and were disconnected by the contact before being accepted by an agent. This\n doesn't include in-menu abandons and short abandons. Also included are the\n number from the previous quarter and the percent change.\n\n- **Service Level Trend**: the SLA percentage over time intervals\n\n- **AHT Trend**: the handle time over time intervals\n\n- **Queue Time Trend**: the amount of time contacts are in queue over time\n intervals\n\n- **CSAT Trend**: the customer satisfaction rating over time intervals\n\n- **Transfer Trend**: the number of transfers over time intervals"]]
Open calendar
to select start and end dates.
Update
.