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  5. Configure a Real-Time Gauge Module

 

Configure a Real-Time Gauge Module

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

This topic also covers the following related tasks:

Change an Event's Measurement Type

Change an Event's Unit of Measurement

Configure the Gauge Needle to Change Colour on Reaching Chosen Thresholds

Prerequisites

Basic Configuration

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

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

  2. Click Select to add the real-time event.

  1. In the dialog displaying a categorised list of entities configured in your contact centre, select the desired event 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.

In the configuration panel, the chart updates with data for the selected real-time event immediately:

  1. Optionally, enter a meaningful description for the gauge. This will appear in a tooltip when a mouse cursor hovers over the module's title bar. The module title takes its name from the selected event but edit this if required.

  2. 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.

  3. If desired, edit the minimum and maximum values shown on the gauge.

  4. Click the module's Save button.

Related Tasks

Task

Procedure

Change an Event's Measurement Type

From the Displayed Attribute options list, select another type of statistic to display for the event. It is up to you to ensure that the selected type is meaningful for the event.

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

The lowest value for the statistic today.

Maximum

The highest value for the statistic today.

Update Count

The number of times the statistic has been incremented 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 a module's name is described in the 'Basic Configuration' section, above.

Change an Event's Unit of Measurement

From the Display Format options list, select another format. It is up to you to ensure that the selected format is meaningful for the event.

Number

A whole number.

Text

Use this for a string of alphanumeric characters. Displays the value as plain text.

Percentage

Use this for decimal values that can be expressed as percentages. Multiplies the event value by 100 and displays the % symbol.

Minutes

Use this for a short duration event. Displays the value in minutes and seconds. For example, 70 is displayed as 1:10

Hours

Use this for a long duration event. Displays the value in hours minutes and seconds. For example, 4530 is displayed as 1:15:30.

Currency

Use this for a currency value. Displays the value in your organisation's default currency. For example, £80.

Configure the Gauge Needle to Change Colour on Reaching Chosen Thresholds

Click Alert.

Type threshold value limits next to some or all of the colours, which when exceeded will display the value in those colours.

For example, with the settings shown, a value will display in green at 10, in blue at 40, and in red at 70.

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