Dashboard Desktop

Overview

This section describes the Syntelate XA Dashboard Desktop, which provides dashboards and reports on activity in Syntelate XA.

Concepts

Dashboards

Syntelate XA dashboards present an overview of real-time activity across your contact center.

Typically, a dashboard can't be filtered. Compare with reports.

Reports

Syntelate XA reports present detailed data on historical activity across your contact center.

Reports can be sorted, filtered, exported, and summarized. See Features to find out more.

Features

Formats

Reports can be displayed in one or all of the following formats:

• Table: can be filtered, sorted, summarized, and exported.
• Line graph: can be searched; is interactive, additional data is displayed on hover or on click.
• Bar chart: can be searched; is interactive, additional data is displayed on hover or on click.

Sorting Reports

Tabulated reports can have sortable columns.

Filtering Reports

Filters let you adjust the report according to certain parameters. For example, to create a report showing channel activity on WhatsApp for the sales campaign between Monday and Sunday.

Filters can be provided for all formats of report (table, graph, chart).

Typical search filters include, but not exhaustively:

• Custom date range
• Fixed date ranges (week, month, year)
• Mailbox
• Campaign
• Channel
• Agent name

Those are just a few examples. Filters can be added for any data that exists in your report's data source.

Exporting Reports

Tabulated reports can be exported by clicking the EXPORT button that is displayed next to all tabulated reports. (Graphs and charts cannot be exported.)

• The export generates a spreadsheet in Microsoft Excel format.
• By default, exports are limited to 1000 rows. (The limit can be increased to suit requirements.)

Report Summarizer

Report Summarizer is a Syntelate XA connector that enables Syntelate XA Dashboard Desktop users to generate executive summaries of reports. The summaries are powered by OpenAI.

How it Works in Syntelate XA

The Report Summarizer connector can be switched on or off by changing the setting AllowGenReportBtn in the Syntelate XA database table, GENERAL.

When Report Summarizer is switched on, a GENERATE SUMMARY button is displayed underneath each tabulated report on the dashboard desktop. Users can click the button to see an executive summary of the report. The summary is output to a text box and can be copied to the clipboard.

Language Support

Generated summaries are displayed in the language that is specified in the user's language setting in Redis.

Tokens

The Azure OpenAI API operates a token system for using its API. The Syntelate XA Report Summarizer connector controls the usage of tokens by restricting the number available each month. The balance resets each month and unused tokens are not carried over. The number of tokens used to generate a summary depends on the size of the report. If a user clicks GENERATE SUMMARY but there aren't enough tokens to do so, Syntelate XA displays a warning message and cancels the request.

Implementation

If you would like to use this feature, contact Inisoft Support at +44 (0)800 668 1290 or support@inisoft.com.

Reporting Periods

All formats of report (table, graph, chart) can be filtered by the following date range options.

Custom Range

You can apply any start and end date by using the date pickers (text boxes with calendars).

Week to Date

You can apply the week-to-date range by clicking the THIS WEEK button. Week to date always starts on the most recent Monday. The button sets the start date to the most recent Monday and the end date to yesterday.

Last Week

You can apply the previous week's date range by clicking the LAST WEEK button. Last week always ends on the most recent Sunday. The button sets the start date to 7 days before the most recent Sunday and sets the end date to the most recent Sunday.

Month to Date

You can apply the month-to-date range by clicking the THIS MONTH button. Month to date always starts on the first date of the current month. The button sets the start date to the first date of the month and sets the end date to yesterday.

Last Month

You can apply the last month's date range by clicking the LAST MONTH button. The button sets the start date to the first date of the previous month and sets the end date to the last date of that month.

Year to Date

You can apply the year-to-date range by clicking the THIS YEAR button. It sets the start date to 1 January of the current year and sets the end date to yesterday.

Accessing the Dashboard Desktop

You can access the Syntelate XA Dashboard Desktop if you are a member of a reporting group that's assigned to a reporting workzone. (If you don't know which groups and workzones you are a member of, ask your manager.)

If you are a member of one reporting group only, then after you log in to Syntelate XA you will be automatically logged onto the Syntelate XA Dashboard Desktop associated with that reporting workzone.

If you are a member of multiple agent or reporting groups, after you log in to Syntelate XA, you are asked to pick a workzone to log onto. The workzone list will show you the workzones that you are a member of. The name of your reporting workzone is decided by your company, but it's likely to be Dashboard or similar. If you don't see the workzones list, or you think there is a workzone missing from the list, ask a manager for help.

What Next?

The rest of this section describes some typical dashboards and reports.