Insights

Data Sources & Data Dictionary

• An overview of the available data sources in Insights and a reference guide for the fields within each one.

Sharpen Data Source: UC Call History

• Details on the UC Call History data source, which contains records for unified communications call activity.

Performance Management Data Source

• Details on the Performance Management data source, which supports agent performance tracking and evaluation.

The Report-Building Interface and Side Configuration Panel

• An introduction to the report editor and its configuration options.

Building a New Report (2 Methods)

• Step-by-step guidance for creating a new report from scratch using either available method.

Adding, Deleting, and Hiding Fields in a Report

• How to manage which fields appear in your report and control their visibility.

Applying Filters and Filter Groups to a Report

• How to narrow report results using filters and combine multiple filters into filter groups.

Creating and Using Custom Labels

• How to create and apply custom labels to organize and identify your reports and charts.

Derived Fields: The Basics

• An introduction to derived fields — custom calculated columns you can add to any report.

Creating a Derived Field (Example)

• A walkthrough example of building a derived field in a report.

Creating a Derived Field Using the sec_to_time Function (Example)

• A walkthrough example of using the sec_to_time function to display duration values in a readable format.

Reordering a Report's Fields; Sorting by a Field

• How to rearrange the column order in a report and sort results by a specific field.

Summary Functions

• How to use summary functions such as sum, average, count, and more to aggregate report data.

Groupings

• How to group report results by a field to organize data into meaningful categories.

Building a Performance Management Report

• A guided example for building a report using the Performance Management data source.

Chart Types Overview

• An overview of the available chart types and when to use each one.

Live Charts

• How to build and use live charts that update in real time.

Building a New Chart (Example)

• A walkthrough example of creating a new chart from scratch.

Building a Big Number Stat with Conditional Formatting

• How to create a single-value stat display with color-coded conditional formatting thresholds.

Adding a Reference Line to a Chart

• How to add a reference line to a chart to mark a target, threshold, or benchmark value.

Linking a Report to a Chart

• How to connect a report to a chart so clicking into the chart displays the underlying report data.

Charting the Performance Management Data Source

• A guided example for building a chart using the Performance Management data source.

Building a Custom Dashboard

• How to create a new dashboard and add reports and charts to it.

Viewing and Sharing a Custom Dashboard

• How to view, navigate, and share dashboards with other users.

Agent Vue: The Basics

• An introduction to Agent Vue and how it displays real-time agent activity.

Building a New Agent Vue (Example)

• A walkthrough example of configuring a new Agent Vue.

Building an Agent Vue with Conditional Formatting

• How to apply conditional formatting to an Agent Vue to highlight agents based on status or performance thresholds.

AI Insights

• How to enable and use AI Insights, including sample questions and tips for getting the best results. Requires the Usable AI bundle.