Dashboards

This is a premium functionality of mluvii. If you have it activated and you also have company administrator permissions, you may notice a new section in the main sidebar (dashboards can also be found in the company settings detail). If you would be interested in this feature, please feel free to contact your sales representative or contact us via the chat on our website.

The Dashboards section also called real-time statistics, allows you to create an unlimited number of dashboards within which you can monitor operational data.

There are 3 types of dashboards available:

• Sessions,

• Operators

• E-mails.

Creating a Dashboard

You can create a new dashboard via the Add button. You fill in the name, select the dashboard type, choose specific metrics.

If you pick the Sessions dashboard you can add up to 10 existing parameters to the dashboard. You can use these parameters and the basic ones (tenant, group, inbox, ...) when filtering data within the dashboard in Grafana.

Available metrics

Metrics	Dashboard type
Number of clients not accepted	Sessions
Number of accepted clients	Sessions
Number of sessions handled	Sessions
Number of sessions in progress	Sessions
Number of waiting clients	Sessions
Operator state	Operators
Operator channel state	Operators
Operator utilization	Operators
Group utilization	Operators
Operator sessions	Operators
Number of emails processed	Emails
Number of unprocessed emails	Emails

The Operator Status metric displays operators who have had any change in status in the last 1 - 5 days.

Within the Operator Sessions metric, you can track:

a) Number of operators logged in b) Number of operators in session (including ACW) c) The number of operators in the Away state d) Average session length e) Time spent in the current state (Away, Online, etc.)

Known limitation: operators who have been removed from the tenant can be displayed within the Operator Session metric.

Grafana

This is an environment in which data defined by the company administrator is visualized. It is possible to click here directly from the application via the View button. There is no need for a complicated login and just click on the Sign in with mluvii button displayed on the Grafana home screen.

• Data will only be saved (e.g.: no history) to the dashboard when it is created!

• To display operators in some charts it is necessary to change the operator's or communication channel's state!

• Instead of adding new metrics to an existing Dashboard, a new Dashboard must be created!

Dashboard control and edit options

In the upper part of the dashboard detail, there are parameters by which you can filter the displayed data. Depending on the dashboard type, the parameters change (e.g. tenant, channel, source). For dashboards of the Session type, the default parameters defined at the company level are also displayed.

In the upper right corner, there are several important controls:

• Period length (last 5 minutes to last 7 days)

• Zooming of the displayed period

• Data update (manual or automatic via the button next to it)

• Full-screen graph display (Kiosk mode)

If you want to zoom in on a specific time period within the chart, just click on the chart and drag the mouse to select the desired period (e.g. 30 minutes).

At the chart level, you can view a menu with additional options (just hover over the name of a specific chart and click on the down arrow displayed). For example, Inspect and Data will display a table with the displayed data, which can be downloaded as a .csv file.