Vodia Queue Overview Analytics Dashboard

Overview

The Vodia Queue Overview Analytics Dashboard provides comprehensive real-time queue performance monitoring and historical analysis. This dashboard delivers actionable insights into queue operations, agent performance, call distribution patterns, and abandonment trends across your call center infrastructure.

Key Features

📊 Real-Time Queue Monitoring

• Queue metrics: Current queue length, wait times, and active call volumes
• Multi-queue support: Monitor all queues or focus on specific queue performance
• Agent status tracking: Real-time visibility into agent login status, DND states, and availability
• Live performance indicators: Instant updates on key performance metrics

📈 Historical Analytics Engine

• Configurable time periods: Today, yesterday, week, month analysis options
• Call volume trends: Hourly distribution patterns and peak period identification
• Performance tracking: Talk time, IVR time, ring time, and wait time analysis
• Abandonment analysis: Daily abandon rate trends and pattern identification

👥 Agent Performance Analytics

• Individual agent breakdowns: Calls handled, talk time, and status monitoring
• Performance ranking: Identification of most active agents by calls and talk time
• Status visualization: Online, DND, and offline agent categorization
• Historical agent stats: Cumulative performance data across selected periods

📋 Interactive Data Visualization

• Call volume charts: Bar charts showing hourly call distribution patterns
• Performance pie charts: Visual breakdown of talk, IVR, and ring time proportions
• Abandon rate trends: Line charts tracking abandonment patterns over time
• Dynamic chart updates: Real-time chart refreshing with new data

🔄 Auto-Refresh & Export

• Automatic data refresh: Configurable 30-second intervals for live updates
• Data export capabilities: JSON export of complete analytics dataset
• Agent data export: Dedicated export functionality for agent performance data
• Historical data preservation: Maintains performance history across refresh cycles

Installation

Setup Instructions

• Download and customize files
  • Customize user_portal_custom.js at Tenant or User Level. Here is the link to download the JS file: Queue Analytics Dashboard
  • CUstomize the user_portal.htm file as well, Here is the link to the file.

Performance Considerations

This queue analytics dashboard makes extensive API calls to compile real-time statistics. We recommend deploying it selectively for users who require queue monitoring capabilities. Consider the server load impact when enabling for multiple concurrent users.

• Enable Custom Homescreen
  • At extension or tenant level, set Content for the home screen to Custom Content
  • Navigate to Tenant -> Advanced -> User Page Control OR Extension settings -> Provisioning Tab -> User Page Control

• Configure Required Permissions
  • Ensure Call records and Queue permissions is enabled under Tenant settings -> group

Configuration

Refresh Interval Configuration

// Auto-refresh settings (default: 300 seconds)
this.refreshInterval = 300000;

• Configurable intervals: Adjust refresh frequency based on requirements
• Manual refresh: On-demand data refresh capability

Time Period Settings

• Default period: Today's data analysis
• Available ranges: Today, Yesterday, This Week, Last Week, This Month
• Historical depth: Up to 30 days of historical analysis
• Dynamic date ranges: Real-time period switching

Usage Guide

1. Dashboard Overview

• Launch the dashboard to view real-time queue performance metrics
• Use the queue selector dropdown to focus on specific queues or view all
• Monitor key performance indicators in the metric cards at the top

2. Time Period Analysis

• Select different time periods using the period dropdown
• View historical trends and patterns across different timeframes
• Compare current performance against historical baselines

3. Real-Time Monitoring

• Monitor live agent status and queue lengths
• Track current wait times and active call volumes
• Observe real-time changes in agent availability and DND status

4. Performance Analysis

• Review call volume distribution charts to identify peak periods
• Analyze talk time, IVR time, and ring time proportions
• Monitor abandon rate trends to identify problem patterns

5. Agent Management

• Review individual agent performance in the agent breakdown table
• Identify top-performing agents by calls handled and talk time
• Monitor agent status and availability for workforce management

6. Data Export

• Export complete analytics dataset using the main export button
• Export agent-specific data using the dedicated agent export function
• Save historical data for external analysis and reporting

Key Metrics Explained

Metric	Description	Usage
Total Calls	All calls processed by selected queues	Overall queue activity volume
Inbound Calls	Successfully answered queue calls	Service delivery measurement
Abandoned Calls	Calls dropped before agent pickup	Service quality indicator
Total Talk Time	Cumulative agent conversation time	Agent productivity measurement
Avg Speed of Answer	Average time from queue entry to pickup	Service efficiency indicator
Busy Hour	Peak call volume period identification	Resource planning insight
Most Active Agent	Top performer by talk time and call volume	Performance recognition
Agent Status	Current online, DND, and offline counts	Staffing availability overview
Longest Wait	Current maximum queue wait time	Real-time service level indicator

Chart Types & Analysis

📊 Call Volume Distribution

• Hourly patterns: 24-hour call volume visualization
• Peak identification: Automatic busy hour calculation
• Trend analysis: Historical volume pattern recognition
• Capacity planning: Resource allocation insights

🥧 Performance Metrics Breakdown

• Time allocation: Talk, IVR, and ring time proportions
• Efficiency analysis: Agent utilization measurements
• Resource optimization: Identify areas for improvement
• Visual comparison: Easy-to-read pie chart format

📈 Abandon Rate Trends

• Daily tracking: Abandonment patterns over time
• Threshold monitoring: Identify concerning trends
• Performance indicators: Color-coded alert levels
• Historical comparison: Track improvement over periods

Technical Requirements

Browser Compatibility

• Modern browsers with ES6 module support
• WebGL support for advanced chart rendering
• Local/session storage for configuration persistence