Engage's Contact Performance dashboard enables you to gauge the performance of each queue based on various metrics.
Example Contact Performance Dashboard
Filtering the dashboard
Note that all filters apply to the entire dashboard
There are 3 filtering options on the dashboard:
- Time period - Use this option to filter based on a period of time
- Channels - Use this option to filter based on the channels via which contacts can occur
- Queues - Use this option to filter based on the queues configured in your account
Recent Contact Performance
Some metrics show two numbers. The value for the current time period, and a smaller number with a different background, which displays the variance between the value for the selected time period and the previous time period.
As an example, if you’ve selected 7 days, it is the variance between that previous 7 day period and the 7 day period prior to that.
As an example, if you’ve selected 7 days, it is the variance between that previous 7 day period and the 7 day period prior to that.