Getting started with Geckoboard

You use Geckoboard in your team and you would like to add some cool babelforce stats to your wall? No problem. This article will give a first introduction how to setup events in your babelforce manager app.

However, before you get all excited make sure you have reviewed the following two articles:

One important thing for the start: before you are able to send any data to Geckoboard, you must have designed and uploaded your own dataset (as described in the second article in the list above). You will need to know exactly which fields you want to display as you cannot edit a dataset once it is created. We recommend starting with something easy, like the two examples we discuss in this article.

Quick video example

Let's start with a video. It just gives you an idea what's possible. The next example goes into more details.

Number of calls and average talk time by agent

Now let's get started with some details and another nice little use case.

In the dataset we created earlier, we discussed the following two data points:

  • agentname
  • callduration

And this is how the code for the dataset looked like:

{
"fields": {
 "agentname": {
"type": "string",
"name": "Agent Name",
"optional": false
},
"callduration": {
"type": "number",
"name": "Call Duration",
"optional": false
}
}
}

 What we want to achive:

At the end of any inbound call send the time the agent talked to the customer as well as the agent's name to Geckoboard.

Integrating this in babelforce manager app

What you will need:

  • 1 trigger
  • 1 global event

The trigger:

You will need a trigger that only fires if the call state is completed (otherwise, you will send data to Geckoboard even if an agent didn't pick up the call - it would send you 0 seconds), that defines that the call came via the queue and ensures the call type is inbound (meaning that we are looking at the B-Leg, so the platform called the agent, this way we get the talk time).

The global event:

  • The event is happening on Call finished
  • The action is geckoboard > Append data to dataset
  • Select the trigger you created before
  • Select the Geckoboard integration
  • Put in the name of the dataset you created
  • Add the keys which must have the exact same name as the data points you created above. Enter the matching core expressions

Now do some test calls with multiple agents to ensure you have some data in your Geckoboard.

What you can do in Geckoboard

Here are just two very basic examples of what you could be doing with the data you send to Geckoboard.

The widget on the left simply counts calls by agent. The right widget calculates the average talk time of each agent.

Enjoy playing around with our Geckoboard integration!

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