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Introduction to Unblu analytics

Unblu’s account-based analytics feature is a configurable suite of key performance indicator (KPI) dashboards that ships with the Collaboration Server. Administrators configure dashboards in the Account Configuration interface or via the Unblu web API. Agents and supervisors view them from the Agent Desk.

The data is also accessible through the Unblu web API, so you can export it to your own data store.

The Collaboration Server automatically ingests conversation events, stores them in an analytics database backend, and exposes them through configurable KPI dashboards.

The feature supports two database backends: BigQuery and PostgreSQL.

  • BigQuery is the default for deployments on Google Cloud, including the Unblu Cloud.

  • PostgreSQL is the default for any deployment that isn’t on Google Cloud, including Unblu Cloud deployments hosted elsewhere.

The following KPIs are available:

  • Average handling time

  • Average reservation time

  • Average waiting time

  • Calls

  • Collaboration layers

  • Ended conversations

  • Messages

  • Queue interactions

Each widget can show a single value, a chart, or both. Widgets are grouped by KPI-specific dimensions such as agent, team, or conversation template. Filters and timeframes apply at the dashboard level or per widget, with configurable granularity from minutes to the whole timeframe.

Dashboards can be built from scratch or from four built-in templates: Customer Support, Account Overview, Advisory, and My Performance.

See also