Tiles and metrics

A tile is a declarative description: which metric, over which time window, broken down how, drawn as which chart, with which filters and limits. The server validates every tile against the metric catalog, so a tile that cannot work is refused with a reason instead of showing wrong numbers. The AI tile builder fills in the same description (see AI tiles).

Tile options

Option	Values
Metric	Up to four metrics per tile (one for most charts). See the tables below.
Window	live, 15m, 1h, today, 24h, 7d.
Break down by	none, queue, channel, agent, activity, state, time, campaign, outcome.
Time bucket	5 min, 15 min, 30 min, 1 hour, 1 day (for breakdowns by time).
Split by	queue or channel, for stacked bars and heatmaps over time.
Compare	yesterday or last week, overlaid as a dashed grey series on time charts.
Filters	queues and channels; dialer tiles filter by campaign instead.
Thresholds	warning, critical and optional good limits, and an alert delay. See Alert colours.
Extras	sparkline, delta against the previous period, max rows, accent colour, title and subtitle.

Chart types

Chart	Use
KPI	One big number, optionally with a sparkline and a delta.
Gauge	One number on a dial.
Bullet	One number against its target, with warning and critical bands. Preferred over a gauge for service level.
Goal	Progress towards a daily target (set the target on the tile).
Bar, stacked bar	Values per queue, channel, agent or time bucket.
Line, area	Values over time.
Donut	Part of a whole, per dimension.
State bar	Agents (or interactions) split by state, activity or channel in one bar.
Heatmap	One historical metric by time and queue or channel.
Table	Values per dimension; also the queue table and the campaign table.
Agent grid	One card per agent with state and time in state.
Leaderboard	Agents or queues ranked by a metric.
Waiting list	The contacts waiting right now, oldest first, with live timers.
Status	Business calendar open or closed, and the next change.
Summary	The AI shift summary.
Text, clock	A note, or the time (with up to four extra timezones).

Rules a tile must follow

• Charts that show one number (KPI, gauge, bullet, goal) need Break down by: none.
• Line and area charts need a breakdown by time and a window other than live.
• Donut, leaderboard and state bar charts need a dimension (queue, channel, agent, activity, state, campaign or outcome).
• Live and historical metrics do not mix in one tile, except on a time breakdown.
• Dialer and contact center metrics do not mix in one tile.
• Composite tiles (queue table, agent grid, waiting list, calendar status, AI summary, campaign table) hold one metric only.
• Channel filters work with historical metrics, active interactions and the waiting list. Other live numbers come from TaskRouter per queue and cannot be split by channel.
• Queue metrics (offered, abandons, service level, ASA, longest wait) have no per-agent breakdown, because a queue visit has no agent.

Live metrics

Live metrics come from TaskRouter real-time statistics, polled every 5 seconds while a board is watched, or from open tasks seen through Event Streams.

Metric	Meaning
tasks_waiting	Tasks waiting in queue right now (pending and reserved). Also as a trend over 1h, today, 24h.
longest_wait	Age of the oldest waiting task right now. Also as a trend.
tasks_assigned	Tasks an agent is working on right now.
tasks_wrapping	Tasks in wrap-up right now.
agents_available	Agents ready for a new task (available activity, not on a task). Also as a trend.
agents_on_task	Agents working on or wrapping up a task. Also as a trend.
agents_logged_in	Agents not in an offline activity.
agents_by_activity	Logged-in agents per TaskRouter activity, or per state (on task, wrapping, available, unavailable).
occupancy_now	Agents on task or wrapping ÷ (on task + wrapping + available), right now.
interactions_active	Tasks accepted by an agent and not finished yet, by channel or queue.
queue_status	The queue table: waiting, longest wait, available agents, handled and abandoned today, today's service level and ASA.
agent_status	Agent cards: state, time in state, handled today. Break and wrap-up limits colour a card that has been in a state too long.
waiting_list	The tasks waiting now, oldest first, with queue, channel and a live timer.
calendar_status	Whether a business calendar is open now and when that changes. Pick the calendar on the tile. See Agent Workspace.
ai_summary	A short AI-written summary of today's numbers. See AI tiles.

"On task" and "wrapping" come from open tasks rather than from the TaskRouter activity, because a Flex agent stays in an available activity while working.

Historical metrics

Historical metrics are the reports' metrics, computed over the same facts and counted when each queue visit or agent leg starts, in the board's timezone. Windows: 15m, 1h, today, 24h, 7d.

Metric	Meaning
offered	Inbound contacts that entered a queue. Outbound tasks and transfer legs are excluded.
handled	Agent legs completed (talk and wrap-up done).
abandoned	Inbound contacts that hung up in the queue after the queue's short-abandon threshold.
short_abandoned	Inbound contacts that hung up within the short-abandon threshold. Not counted as abandons or in service level.
abandon_rate	Abandoned ÷ (answered + abandoned).
service_level	Answered within the queue's threshold ÷ (answered + abandoned).
asa	Average speed of answer: mean queue wait of answered contacts.
aht	Average handle time: talk + wrap-up per handled agent leg (outbound also counts ring time).
avg_talk	Average talk time per handled agent leg.
avg_wrap	Average wrap-up time per handled agent leg.
max_wait	Longest queue wait to answer or hang-up.
transfers	Tasks created by transferring a contact.
missed	Reservations an agent did not take: timed out or rejected.
wait_distribution	Answered vs abandoned contacts per wait band (0–10 s up to 5 min and more), as a histogram.

Service level thresholds, targets and the short-abandon threshold are set per queue in Service level settings.

Dialer metrics

Dialer metrics come from the outbound dialer, not from TaskRouter. They are filtered by campaign, never by queue or channel. See Outbound Dialer.

Metric	Window	Breakdowns	Meaning
dialer_agents	live	state, campaign	Logged-in dialer agents, by state: on a call, wrapping, free, away.
dialer_agents_free	live	campaign	Dialer agents free for the next call.
dialer_agents_on_call	live	campaign	Dialer agents with a call ringing to them or talking.
dialer_calls_active	live	campaign	Dialer calls in flight (dialing, waiting for an agent, connected).
dialer_abandon_live	live	campaign	Share of the last 100 answered calls that did not get an agent within the wait target: the pacer's own abandon number. Default limits 3 / 5 %.
dialer_leads_remaining	live	campaign	Leads still to call: ready, being dialed, due and owned callbacks.
dialer_callbacks_due	live	campaign	Scheduled callbacks whose time has come and that are not dialed yet.
dialer_campaigns_running	live	—	Campaigns running now.
dialer_campaigns	live	—	A table of every active campaign: status, agents, calls in flight, abandon against target, today's dials, contact rate, lead progress, callbacks due and the calendar closure.
dialer_dials	15m … 7d	campaign, time, outcome	Calls placed. By outcome: connected, no answer, voicemail, busy, abandoned, failed.
dialer_connects	15m … 7d	campaign, time, agent	Calls that reached a person and an agent.
dialer_contact_rate	15m … 7d	campaign, time	Connected ÷ dials.
dialer_abandon_rate	15m … 7d	campaign, time	Answered calls that reached no agent ÷ calls answered by a person.
dialer_avg_talk	15m … 7d	campaign, time, agent	Average talk time of connected calls.
dialer_connect_wait	15m … 7d	campaign, time	Average silence a person hears after answering until an agent is on the line.
dialer_messages	15m … 7d	campaign, outcome	SMS and WhatsApp campaign messages sent. By outcome: delivered, read, replied, failed, opted out.

In the campaign table the abandon cell turns yellow above the campaign's target and red at more than 2 points above it. SMS and WhatsApp campaigns show messages sent instead of dials.