The Overall Trend dashboard shows color coded trends over various time frames.
In the example below you can see that:
- Over the last 30 minutes, the average MOS result for all Teams was 3.53 which is trending down compared to the previous 30 minutes where the average MOS was 3.66
- Over the last 30 minutes, there were 54 bad calls, which is trending up compared to the previous 30 minutes where there were 66 bad calls
The Overall Trend dashboard also has indicators that show:
- If a member of a category (ISPs/Geo-Location/Agents) has breached the failure rate threshold that is configured for that category under the correlation failures section on the account settings page.
- If a member of a category is failing at a rate considerably different to the remaining members and therefore a potential failure pattern may exist. This is triggered based on the correlation factor configured under the correlation failures section on the account settings page.
Clicking on one of these indicators will take you directly to the Analysis dashboard tab for that category so you can drill down and identify the root cause of the result.
Customizing ResolveAX Overall Trend Dashboard
Dashboards are customizable. You can select a specific Team of agents, adjust the reporting time period, re-order, expand and collapse result charts, and change what is shown to focus on the data that you need.
If you hover your mouse cursor over a line or bar chart (on any dashboard) you’ll be presented with the results of each category for that specific time.
On the left of each bar or line chart, results are also broken down into donut charts. Hovering your mouse cursor over a section of the donut chart will display the results in text format. Clicking on a section will take you directly to the relevant Analysis dashboard tab.
In the Call Outcomes category, calls flagged as bad by agents via their desktop ResolveAX browser application will be shown with the red thumbs down icon.