Introduction

VIP Analytics is a tool designed for Office Managers and Call Center Supervisors to keep your team up to date on real time queue statistics displayed on a TV, monitor, or individual PC in your call center. These VIP Boards allow you to create “cards” that display all the information that is important for you to see in real time. 

This guide will provide the steps to access the VIP Analytics section in the VIP Portal for Managers or Call Center Supervisors and how to create your own boards and cards to display.

How to Access VIP Analytics

1. Login to the VIP Portal as an Office Manager or Call Center Supervisor.
2. Select the “Call Center” navigation button at the top of the page. 
3. Select “VIP Analytics” which will open a new tab in your browser.

If you have any previously created boards, they will appear here.

How to Create a Board

1. Select “ADD A BOARD” to get started. You can also select the “hamburger” button in the upper left corner to display the main menu, then select “New Board”.

2. Give your new board a name at the top of the page and select “Save”.

3. You have a toolbar for each board you create located at the top of the board.

How to Add a Card to Your Board

After you create and name your board, you can start adding information cards. Each type of card will have a “gauge” which displays the data you want.

1. Select “ADD A CARD” which will display an empty card.
2. Select “CHOOSE TYPE” to add the data you want to display. You have several choices in how you want to display your data:

• Line Chart: Displays a line graph which is useful to show trends.
• Gauge: Displays your data on a gauge for rapidly changing data.
• Single Stat: Displays a number. This is useful for benchmarks and thresholds.
• Table: For multiple rows of data.
• Grid: To display data in a matrix.
• Note: Add a miscellaneous note for your audience.
• Iframe: Add data from other websites.

In the following example, the Gauge option has been selected.

3. Select “NEXT” to select which data you would like to display.
4. Select “+ ADD DATA” to choose the data you would like displayed in real time. For this example, “Calls Waiting” has been selected.
5. If you would like to choose which queue the gauge will track, select the drop-down for “Filter” and select the queue from the options.
6. Adjust the “Gauge upper limit” to be a visual representation of whatever limit you would like.

7. If you would like to set an alert for when the levels get to a certain level, select “Add Alert”. Select the threshold and color that you want the alert to present and select “Add” at the bottom right side of the screen. 

8. Select “Next” to proceed to the STYLE section of the card. Here, you can select any aesthetics, fonts, and other customizable options. Select “DONE” to add this card to your board.

Repeat the process to add more cards to your board. You can also rearrange the boards so they appear on your screen in the way you would like them to be displayed. These boards can be displayed on TVs, monitors, etc around your call center or on your personal monitor for real time updates.

NOTE: When you create or edit a card, it may take up to a minute for data to be reflected in the card.