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Flex Insights

Overview Getting Started Dictionary of Terms Best Practices and Performance Limits for Flex Insights

Data in Flex Insights

Flex Insights Data Model Flex Insights Data Model Caveats Conversation Structure Conversation Segment Kinds Track Abandoned Conversations in Flex Insights Maintenance and Updates

Reporting

Dashboards Schedule Dashboards via Email Analyze View KPI Dashboards Play Calls Conversation Screen Customer Geolocation Workload Reporting Working with Custom Metrics Format Metrics in Reports Rollup Summary in Tables Monitor Agent Activity Real-Time Queues View

Flex Insights Metrics

Hold Time Metric SLA Metrics

Assessments

Guide to Assessments Questionnaires Assessment Reporting

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Real-Time Queues View

The Real-Time Queues View displays metrics for inbound and outbound tasks for individual queues and across queues. These metrics are visible to users with the supervisor or admin role.

Real-time queues view screenshot.

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