The usage dashboard is a set of reports that provides a summary of the activity in your account, as well as a snapshot view of how your Interactions are being used. The dashboard is useful for identifying patterns in usage, such as:

  • how frequently Interactions are abandoned
  • how often customers choose to contact agents for assistance
  • Interactions and applications that are used most
  • highest number of concurrent agent sessions per day (JAS accounts only)

The usage dashboard is accessed from the menu bar by selecting Account > Dashboard. By default, the dashboard displays reports on usage of all Interactions in your account (as a group) over the past week. You may view data for a single Interaction by selecting the relevant Interaction from the dropdown list at the top of the page.

The calendar icons at the upper right corner of the page enable you to specify a customized time period for the reports. Clicking the Refresh icon updates the dashboard with the latest information from the server.

The time zone displayed to the right of the calendar icons is the zone selected in your account information settings. Interaction data is collected in the Interact databases and aggregated into 24-hour periods according to UTC time. When a request to display Dashboard data is received, the relevant 24-hour period in UTC time is automatically adjusted forward or backward to accommodate the time difference between UTC and the user-selected time zone (on the Account Information page).

Note: As the information displayed in the dashboard is based on aggregated data, the results shown for the most recent 24 hours may be partially updated.

The Export button enables you to generate a Usage Report for the account. For more details, refer to Generating a Usage Report.

The following figures provide examples of usage dashboards for all Interactions (above) and a single Interaction (below).



Dashboard Reports: All Interactions
The following reports are provided for the All Interactions view:

Name of Report Description Example
Usage Shows the total number of transactions that were run during the selected period of time. Separate counts are displayed for the total number of transactions begun, and the number of transactions that were not completed (abandoned).
Heat Report Shows how many times each Interaction was invoked during the selected period of time. If an Interaction has more than one version, the sum displayed includes runs of all versions.
Application Usage Shows the number of transactions that were run in each application (Agent Application, Mobile Web, and Web Self Service).
Concurrency
  • VIVR accounts: Shows the highest daily number of Interactions running simultaneously (Mobile Web and Web Self Service applications only).
  • JAS accounts: Shows the highest daily number of simultaneous Agent Sessions (Agent Application and Ticket Guidance application only).
Call Resolution Compares the total number of daily transactions with the number of transactions in which the user decided to switch to an assistance service (Chat, Call, Request Callback or Email).
Digital Connectivity Shows the number of times that users utilized the assistance services. Separate counts are displayed for Chat, Call, Request Callback and Email.

Dashboard Reports: Single Interaction
The following reports are provided for an individual Interaction view:

Name of Report Description Example
Usage Shows the number of instances of a specific Interaction that were run during the selected period of time. Separate counts are displayed for the total number of transactions begun, and the number of transactions that were not completed (abandoned).
Heat Report Shows how many times each Interaction element was visited during the selected period of time. If the Interaction has more than one version, the results displayed include elements of all versions.
Application Usage Shows the number of transactions that were run in each application (Agent Application, Mobile Web, and Web Self Service).
Concurrency
  • VIVR accounts: Shows the highest daily number of Interactions running simultaneously (Mobile Web and Web Self Service applications only).
  • JAS accounts: Shows the highest daily number of simultaneous Agent Sessions (Agent Application and Ticket Guidance application only).
Call Resolution Compares the total number of daily transactions with the number of transactions in which the user decided to switch to an assistance service (Chat, Call, Request Callback or Email).
Data is specific to the selected Interaction only.
Digital Connectivity Shows the number of times that users utilized the assistance services. Separate counts are displayed for Chat, Call, Request Callback and Email.
Data is specific to the selected Interaction only.

If there is insufficient data with which to generate a graph, an alert message is displayed in place of the graph. For example:

Revision:

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