View the standard Data Explorer dashboards

Data Explorer comes with a variety of pre-built dashboards that you can copy and edit.

Prerequisites

For QM or Analytics, you have the Data Explorer permission.
For WFM, you have the Home Page and Data Explorer permissions.
(To copy and edit standard dashboards) You have the Content Creation permission.
The dashboards available to you vary depending on the Calabrio subscriptions your organization has. See Available pre-built dashboards for specifics.

Page location

Data Explorer

Procedures

View the standard Data Explorer dashboards

The standard dashboards have System in the Owner column.

Click a dashboard to open it.
Click Data Explorer to return to the list of dashboards. (Do not click your browser’s Back button. That takes you back to your home page.)

Available pre-built dashboards

QM dashboards

These dashboards are available if your organization has Calabrio Quality Management.

Dashboard	Description
Agent Profile Dashboard	A snapshot of performance for any single agent over the last 30 days that lets supervisors, managers, and evaluators drill directly into contacts for further review. You can also access this dashboard by opening a contact and clicking the agent’s name.
Agent Profile Dashboard - Agent Homepage View	A comprehensive overview of a single agent’s performance for the last 30 days that lets an agent drill directly into contacts they handled for further review. You can assign this dashboard as a home page for any agent. Each agent sees only their data. See Make a dashboard the default homepage for a role.
CCR Drill Detail Agent Profile	This is a child dashboard that you can drill down to from the Agent Profile dashboard.
CX Focus QM - Contact Detail Dashboard (Last 7 Days)	Contains the number of contacts and duration information for each group from the previous seven days. You can drill down to see scores for teams and agents.
CX Focus QM - Evaluations Detail Dashboard (Last 7 Days)	Contains evaluation scores for each group from the previous seven days. You can drill down to see scores for teams and agents.
CX Focus QM - NPS Detail Dashboard (Last 7 Days)	Contains net promoter scores for each group from the previous seven days. You can drill down to see scores for teams and agents.
QM Agent Quality Percentage (AQP)	Contains the number of evaluations completed and average evaluation score. You can filter by date, contact start time, group, team, agent, evaluation form, and evaluator.
QM Common Metrics	Contains average scores, evaluations, and contact times from the previous thirty days.
QM CX Focus Overview	Contains contact duration, holds, average evaluations, and net promoter score (NPS) from the previous thirty days.
Widgets - QM Only	Widgets are pre-built apps that you can drop into a dashboard to get information without having to write queries or build reports. This dashboard contains all the widgets for QM. See Available QM widgets for more information about each widget. BEST PRACTICE Most widgets come without any date filters set, so they automatically pull data from as far back as possible. If widgets take too long to load, adjust the filters to a shorter date range.

WFM dashboards

These dashboards are available if your organization has Calabrio Workforce Management.

Dashboard	Description
WFM Agent Dashboard	Shows agents their WFM performance for the current week, as well as their scheduled time for the previous, current, and next weeks. You can assign this dashboard as a home page for any agent. Each agent sees only their data. See Make a dashboard the default homepage for a role.

Analytics dashboards

These dashboards are available if your organization has Calabrio Analytics.

Dashboard	Description
Advanced Speech Search	Search for phrase hits by date, confidence, duration, and category.
Agent Smart Benchmarking	Contains information about contact volume, duration, and call events. You can filter by date, group, team, agent, contact type, and phrase hit.
Analytics - Agent Coaching Opportunities	Contains hits for the most commonly used phrases that indicate a need for coaching, as well as information on evaluation scores.
Analytics - Customer Effort	Contains hits for the most commonly used phrases related to customer effort, such as transfers and escalations, plus information on call events such as holds and silence.
Analytics - Customer Experience	Contains hits for the top phrase categories that influence a positive or negative customer experience.
Analytics - First Call Resolution	Tracks trending related to the biggest drivers of first-call resolution such as escalations, transfers, and service barriers. Contains hits for the phrases that lead to non-resolution.
Analytics - Main Overview	Contains information about the topics and discussions in your contact center, based on phrase categories and hits. Helps identify positive and negative trends over time within common categories such as repeat effort or transfers.
Analytics - Phrase Drilldown	Contains information on contacts that contain a specific phrase hit. You can filter by date, group, team, agent, phrase category, and phrase.
CCR Drill Detail	This is a child dashboard that you can drill to from a parent dashboard.
CCR Drill Detail Sentiment	This dashboard opens when you click into a report that is within another Analytics dashboard. It contains information about the contacts in the report, such as start time, agent, and duration.
CCR Drill Detail Smart Benchmarking	This dashboard opens when you click into a report that is within another Analytics dashboard. It contains information about the contacts in the report, such as start time, agent, and evaluation state.
Predictive Evaluations	Contains predicted and actual evaluation scores for contacts. You can filter by date, group, team, agent, evaluation form, and phrase hit.
Predictive Net Promoter Score	Contains predicted and actual net promoter scores for contacts. You can filter by date, group, team, agent, contact type, and phrase hit.
Sentiment Analysis	Contains sentiment information by channel, agent, and more. You can filter by date, group, team, agent, highest sentiment, and phrase hit.

CXI - Contact Center dashboards

These dashboards are available if your organization has Calabrio Data Management.

Dashboard	Description
CXI - Contact Center - Customer Effort	Provides a view of the effort made by a customer when interacting with your contact center. It compares metrics like handle time and the prevalence of escalations against metrics like NPS and sentiment to show how increased effort affects customer satisfaction.
CXI - Contact Center - Employee Engagement and Satisfaction	Provides an overall view of agent engagement, as measured by metrics such as utilization, transfer rate, and escalation-related phrase hits. You can filter by date, group, team, and agent.
CXI - Contact Center - Process Improvement	Includes metrics that show opportunities for process improvements across the contact center. Call times, agent behavior, script adherence, training opportunities, and application usage help you find training opportunities or processes that might need improvement.
CXI - Contact Center - Repeat Calls	Helps you determine if your customers are making multiple calls to the call center, potentially indicating a lack of first-call resolution. The abandoned contacts metric shows how many customers hang up when they are waiting in the queue.
CXI - Contact Center - Systems Improvements	Helps you monitor systems issues and opportunities for improvement. Speech hit data shows how often systems issues come up during calls. NPS and sentiment data show how those issues impact customer satisfaction, and duration graphs show how they impact overall call length. You can also see which applications agents are spending the most time in.
CXI - Contact Center - Workforce Optimization	Provides an overview of workforce performance and areas for optimization. The dashboard has two main sections: the left side focuses on quality evaluations from agent calls, and the right side provides an overview of other workforce performance metrics.
CXI - Handle Time Detail	You can access this dashboard on its own or by drilling through to it from a call-time metric on a different dashboard. It provides more granular detail on handle times, including the breakdown between talk, hold, and after-call work time, as well as times by group. You can click a group to drill further down to team or agent.
CXI - NPS Detail	You can access this dashboard on its own or by drilling through to it from an NPS metric on a different dashboard. It helps you to understand the trends in your actual and predictive NPS scores, as well as variances in your NPS and predictive NPS scores.
CXI - Phrase Hits Detail	You can access this dashboard on its own or by drilling through to it from a phrase hits metric on a different dashboard. It shows the absolute and relative number of phrase hits for the phrase categories and phrases you select.
CXI - Sentiment Detail	You can access this dashboard on its own or by drilling through to it from a sentiment metric on a different dashboard. It helps you understand the trends in the sentiment of your contacts.