Communication traffic from all channels (voice, SMS, email, web chat, and social media) passes through the storm platform where it is handled by storm applications.

During an interaction across any communication channel (such as an incoming call), VIEW writes information relating to the interaction as a set of events to a real-time database every second. An event is any part of the interaction such as a FLOW script invocation, a call entering a queue, or an agent answering or failing to answer a call. Real-time statistics are reset every day between midnight and 12.30am. The resets are staggered in this period to help minimise excessive load on the platform.

At the end of the interaction, VIEW writes other sets of information for the interaction to a number of historical data sources. 

Note: VIEW can also write information about storm CKS records whenever export criteria are matched during a CKS scheduled export. This is not related to interactions through storm.

Report administrators can configure VIEW to pull the stored real-time data into real-time modules for display on dashboards. A real-time dashboard updates every second automatically.

Report administrators can configure VIEW to pull the stored historical data into historical reports for display on dashboards. It can take between 5 and 10 minutes for communication data to be collected by the dashboard. The dashboard must be run manually for a defined time range.