OneCloud – Analytics Wallboard Guide

Table of Contents

Call Center Analytics User Guide #

Welcome to the call center analytics user guide. This article has been designed to help familiarize you with the basic layout, as well as guide you through creating an analytics board and some advanced features.

Accessing the Analytics Board #

Note: To access the Analytics board, you need either Call Center Supervisor or Office Admin credentials. 

1. Log in to myonecloud.com.

2. Click Call Center in the navigation menu.

3. Click on the Analytics button on the right-hand side.

Analytics Board Buttons #

IconActionDescription
Board Menu IconMain MenuPress the main menu icon to open a list of your boards, your favorite boards, boards shared with you, to create a new board, and to log out.
Add Card IconAdd CardPress the add card button to add a new card to your current board.
Add Header IconAdd HeaderPress the add header button to add a text header to your current board.
Delete IconDelete BoardPress the delete board button to delete the current board. This action cannot be undone.
Board SettingsBoard SettingsPress the board settings button to view additional options for the analytics board. Setting options include:
1. Card Margin – Adjust the space between the cards on the board.
2. Browser Notifications – Enable/disable browser notifications for this board.
3. Default Filters – Set filters that will automatically apply to data in new cards. You can also choose to apply these filers to existing cards on save.
Favorite IconFavorite BoardPress the favorite board button to add this board to your favorites.
Share Board IconShare BoardPress the share board button to share the board. You can share it with specific people in your organization or share a view-only public link.
Note: Generating a new public link will expire the old link.
Fullscreen IconEnter Full ScreenUse this button to enter full screen mode. Use your keyboard’s escape key to remove full screen mode.

Customize Your Board #

Create a New Board #

As the OneCloud analytics boards are fully customizable, you will need to create wallboard specific to your needs.  If you have not yet created a board, you will see an Add a Board button in the middle of your page. To add additional boards, click on the Main Menu button, then select New Board.

Add a Card #

Choose Card Type #

Choose the way you’d like to display data from the following options:

  • LINE CHART | A line graph is designed to reveal trends, progress, or changes that occur over time. As such, it works best when your data set is continuous rather than full of starts and stops.
  • GUAGE |Gauges are data visualizations best used to show a range. They are ideal for when you have a floor and ceiling value and you want to show where the value lies within that.
  • SINGLE STAT |See a single number, such as longest current wait time, calls waiting, and more.
  • TABLE |See multiple data points in a table format.
  • GRID |Allows visibility to Agents and their status.
  • NOTE |Add a text note to your board.
  • IFRAME |Embed an HTML element inside your board.
Card Types

After choosing the card type, click Next to add the card data.

Note: Some datasets are only available on certain card types. See the Data Type Quick Reference at the end of this guide.

CARD DATA #

Press + Add Data and choose the data you’d like to display from the available options.
Hovering over the information icon will display more information about that data set.

After selecting the data set, choose how to break down the data (if applicable) and any filters you’d like to have on the card.

Press ADD to finalize the data selection.

ALERTS #

Add an alert to help bring attention to potential problems or irregularities. Press Next to edit the card style.

CARD STYLE #

Editing the card style lets you further customize the way your card displays. Options include editing the header and font sizes on the card. Additional options depend on the card type chosen. Press DONE when completed.

RESIZE THE CARD #

Now that your card has been added to the board, you can resize it or move it within the board. Resize the board by clicking and dragging the icon in the bottom right of the card.

Add More Cards #

Continue adding cards and rearranging them until you have the board set the way you want it.

Name Your Board #

Press the pencil icon to edit your board name.

Save Your Board #

Press the save button to save your board.

Note: The analytics board does not autosave. Make sure to save often while building.

Open a Board #

Press the main menu icon to open a list of your boards, your favorite boards, boards shared with you, to create a new board, and to log out. To open a board, click on the board you’d like to view.

Data Type Quick Reference #

LINE CHART #
  • Abandoned calls
  • Average Hold Time
  • Average Talk Time
  • Average Wait Time
  • Called Handled
  • Calls Forwarded
  • Calls to Voicemail
  • Call Volume
  • Total Talk Time
  • Average Handle Time
  • Peak Active Calls
  • Calls Waiting
  • Abandon Rate
  • Service Level
TABLE #
  • Agents
  • Call Queues
  • Calls Waiting
GUAGE #
  • Active Calls
  • Calls Waiting
  • Longest Wait
  • Agents Online
  • Abandoned Calls
  • Average Hold Time
  • Abandon Rate
  • Average Talk Time
  • Average Wait Time
  • Calls Handled
  • Calls forwarded
  • Service Level
  • Total Talk Time
  • Calls to Voicemail
  • Call Volume
GRID #
  • Agents
SINGLE STAT #
  • Active Calls
  • Calls Waiting
  • Longest Wait
  • Agents Online
  • Abandoned Calls
  • Average Hold Time
  • Abandon Rate
  • Average Talk Time
  • Average Wait Time
  • Calls Handled
  • Calls forwarded
  • Service Level
  • Total Talk Time
  • Calls to Voicemail
  • Call Volume
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