I am a network engineer and I am helping our WFM team with a dashboard problem. They want a real-time view of our SLA compliance across all our global queues. The standard views in the UI are too slow to update and they want something they can put on a big screen in the office. I am looking at the Analytics Observation API, but I am worried about the impact on our network if we have twenty different screens polling the API every few seconds. Is there a more efficient way to get this data?
Hello! I am so excited to hear you are building a dashboard! We did this for our Teams integration. You should definitely use the ‘Notification API’ with WebSockets instead of polling the Observation API. One WebSocket connection can receive updates for all your queues in real time. It is much lighter on the network and the updates are near-instant. You can even use a single server to listen to the WebSocket and then broadcast the data to all your office screens.
I manage our email routing and I have seen how these dashboards can fail if you do not handle the WebSocket reconnection logic correctly. If the office network has a tiny blip, your dashboard will stop updating and no one will notice until the SLA is already in the red! Make sure your code has a robust ‘Heartbeat’ check to ensure the connection is still alive.
I am a speech analytics manager and I want to add another layer to this. If your SLA is dropping, you should also be looking at the ‘AHT’ trends in real time. Sometimes the SLA fails because of a sudden spike in long calls, not just call volume. Your dashboard should show both the SLA and the AHT so the supervisors can see the root cause of the problem. I am building a dashboard for our team right now that uses the ‘topic detection’ events to show if a specific product issue is causing the long calls.