Configure a Real-Time Bar Chart Module

This is a procedural topic for administrators describing how to configure a real-time Bar Chart Module.

This topic also covers the following related tasks:

Remove an Event From a Bar Chart

Change an Event Name

Change an Event's Measurement Type

Prerequisites

Basic Configuration

  1. From the Module palette, drag and drop a Bar Chart module onto an empty part of the dashboard.

  1. Click the button in the module's title bar to display the configuration options.

  2. Enter a meaningful name and description for the bar chart. The description will appear in a tooltip when a mouse cursor hovers over the module's title bar.

  1. If desired, change the height and colour of the module's title bar using the 'Title Height' control and by clicking a colour on the colour bar.

  2. Click Add Events to add a set of real-time events where each event will be represented by bar on the chart. A dialog displays a categorised list of entities configured in your contact centre.

  1. Use the dialog's controls to select the desired events and then click OK at the bottom of the dialog.

Note: at the bottom of each category of events, click the Show More link to show more entities as necessary. To quickly search for an entity or an event, type its name in the filter field at the top of the dialog.

For a complete list and descriptions of all events available in this dialog, see Real-Time Events Selector.

The chart updates with data for the selected real-time events immediately:

  1. Click the module's Save button.

Related Tasks

Task

Procedure

Remove an Event From a Bar Chart

Click the event's button.

Change an Event Name

Edit the event name directly and then click Save.

Change an Event's Measurement Type

Click the event's Count button and then select another type of statistic to display for the event. Ensure that the selected type is meaningful for the event.

Update Count

The number of times the statistic has been incremented today.

Current Value

The current value of the statistic. This can be a discrete value such as a string, or a cumulative value such as a running total of collected funds.

Minimum Value

The lowest value for the statistic today.

Maximum Value

The highest value for the statistic today.

Average Update Value

The Current Value divided by Update Count.

Use this for a cumulative sequence of values (that is, where the current value is the sum total of all values today).

An example of a cumulative sequence is £15, £20, £60, which could represent the donations to a charity as they build up. The Average Update Value is then £60 (current cumulated value) divided by the update count of 3, giving £60 ÷ 3 = £20.

Average Value

Use this for a non-cumulative sequence of values (that is, where the current value is NOT the sum of all values today). 

For a queue wait time statistic, which updates every second, the Average Value is the rolling average of all callers in the queue calculated every second.

For other statistics, the average is the sum of all Current Value values divided by Update Count. In the non-cumulative sequence of 5, 10, 3, 3, the Average Value is 5 + 10 + 3 + 2 (the sum of all values) divided by the update count of 4, giving 20 ÷ 4 = 5.

Note: if you select another measurement type, ensure that you edit the name of the module to reflect the new behaviour. For example, if your module includes the '<Queue> Current Queue Length' real-time event, and you change its type to 'Maximum Value', you might edit its name to include the phrase 'Maximum Queue Length'. Changing an event's name is described in Change an Event Name, above.

Explore Further

How VIEW Works

Design a Custom Real-Time Statistic