This guide provides an in-depth exploration of the Tasks & Messages Detail Dashboard, one of Regal's default reporting dashboards.
While potential use cases for these metrics will be shared, it's essential to emphasize that they should be considered alongside other data sources and tailored to specific organizational goals.
Reporting dashboards are updated: Monday-Friday: Hourly from 9am ET to 10pm ET and Saturday-Sunday at 8am, 3pm, 8pm, and 10pm ET.
Click on the tile or filter name below to learn more about that tile.
Reporting License
Reporting Dashboards are provided under a separate per-seat license. Please submit a ticket to sign up for Reporting Dashboards.
Filters
All default Regal dashboards have filters available for you to refine the data you're viewing. The Tasks & Messages Detail Dashboard has the following filters:
- Used to filter data by the timeframe in which tasks were created.
- Defaults to "is in the last 7 days".
- Used to filter data by the timeframe in which tasks were completed.
- Defaults to "is null or not null".
- Used to filter by the current status of the task.
- Note: Reporting dashboards are not live and if you're looking for a specific task the status may not be the same as it is on the tasks page.
- Defaults to "is any value".
- Used to filter by the type of task.
- Defaults to "is any value".
- Used to filter by the direction of the task.
- Defaults to "is any value".
- Used to filter by the disposition the task was given.
- Note: By definition, tasks with a disposition are completed so this will also filter by Task Status = Task Completed.
- Defaults to "is any value".
- Used to filter by the campaign ID. Restricted to call tasks.
- Defaults to "is any value".
- Used to filter by the channel of the task.
- Defaults to "is any value".
- Used to filter by the target agent assigned to the tasks.
- Defaults to "is any value".
- Used to filter by the handling agent of the tasks.
- Defaults to "is any value".
- Used to filter by the team of the target agent assigned to the tasks being viewed.
- Defaults to "is any value".
- Used to filter by the contact phone. Useful if you want to see all tasks for a specific contact.
- Defaults to "is any value".
- Used to filter by the campaign ID. Restricted to SMS tasks.
- Defaults to "is any value".
- This filter allows you to filter data by the queue the task was created in.
- Defaults to "any value".
- This filter allows you to filter data by the queue the task was completed in.
- Defaults to "any value".
Tiles
- Type: Table
- Function: This tile serves as a detailed record of all call interactions, which is useful for tracking, analysis, and historical reference.
- Type: Table
- Function: This tile serves as a detailed record of all interactions, regardless of channel, which is useful for tracking, analysis, and historical reference..
- Type: Table
- Function: This tile serves as a detailed record of all SMS interactions, which is useful for tracking, analysis, and historical reference.
- Type: Table
- Function: This tile serves as a detailed record of all reminders created by agents, which is useful for tracking, analysis, and historical reference.