Summary
This support page will help you confidently navigate the OI Real time page so that you can understand why customers are contacting you today in real time.
The Real time page is only available in OI where your organization’s data source has data available as it happens and allows OI to retrieve data throughout the day at regular intervals.
By default this page is updated every 15 minutes, however your organization’s data source may not update as frequently, in which case the page may only update every 30 or 60 minutes.
Below is a detailed explanation of each component on the Real time page.
Access the Real time page
From the Dashboard, click ‘Real time’.
Note: If you do not see ‘Real time’ on your dashboard, your organization may not have a Real time data integration enabled.
Select a time period or view all data for today
At the top of the Real time page you will see a brush chart with a line indicating how the volume of contacts overtime for today.
By default it will be set to ‘Live’ which shows you all data available for today. If desired, you can change this to the most recent 15 mins, 30 mins or 1 hour which data is available for.
The scale defaults to 1 hour, depending on the time of day you may need to scroll to view more of the day. Alternatively you can change the scale to 2 or 4 hours - 4 hours will show you the whole day in one view.
Select a model
If your organization has insights provided for multiple departments, skills, channels or sites with different cost or volume assumptions, you will be able to select the ‘Model’ to view data for.
To filter by model, click on the cube icon from the side menu on the left of the screen.
You will be shown the available models for your organization, on the Real time page you can only select one model at a time.
You can also apply any other filters you are interested in to the Real time page. For more information on Filters available, see Applying filters using OI.
Top demand drivers for today
The first component on the Real time page shows you the top 5 root causes by volume for today.
Click ‘Top 5 inquiries by volume’ to view the demand for today at the inquiry level.
If a position has changed with the most recent data, you will be shown the change in position.
By default this component shows you the top 5 drivers only. To view more, click ‘View all’ in the corner of this panel.
You can ‘Follow’ a root cause or inquiry to easily find it throughout the day in the event that its position changes. This is especially useful if your organization has many inquiries.
View demand over time
The Inquiries over time (today) chart will show you how the demand for the top inquiries has tracked throughout the current day up until the most recent available data.
This chart is limited to six inquiries at a time (otherwise it starts getting too messy). If you want to track demand over time for an inquiry which is not in the top 6, use filters to select the inquiries you are interested in.
View demand by volume
The Inquiries by volume (today) chart will show you the total volume of interactions for each inquiry recorded so far today.
Tip: If your organization has many inquiries and you want to find the volume for a specific one, use filters to select the inquiries you’re interested in.
Track metrics throughout the day
The Metrics over time (today) chart shows two data points:
The vertical bars show the total number of interactions for each time period so far today
The line tracks a performance metric for each time period so far today
The metric defaults to average handle time (AHT) in seconds, however you can click on the ‘Right Y axis’ in the top right corner of the chart to change the metric tracked.
You can select either one or two metrics to track at a time - this can be useful to compare the correlation between metrics and/or how busy you are (volume).
Tip: If your organization has many inquiries and you want to track metrics for a specific one, use filters to select the inquiries you’re interested in.
View demand split by a queue, location or department
The Enquiries by queue (today) chart shows you the split of total interactions by queue for today so far.
Hover over the bar for a queue to view the top inquiries received today for that queue.
Click ‘Location’ to view the split of total interactions by location for today so far.
Note: depending on your organizational structure ‘Location’ may be replaced by ‘Department’ or ‘Site’.