User Monitoring
In this guide, you'll learn how to monitor user status in real-time and evaluate their performance through various metrics.
How to view user statistics?
To do this, go to the Statistics Menu and then to the Users screen. Here you'll find a list of users with their respective metrics.
By default, the dashboard displays 3 metrics: Connected Time, Occupation Time and Break Time. If needed, you can add more metrics using the filters.
How to view user details?
To view user details, simply click on the user in the list. A modal will appear where you can see more detailed information about the user: number of interactions started and completed by channel, time metrics, states they were in, and more.
How to customize the dashboard?
You can customize the dashboard view using filters to display only the information and metrics you need.
How to filter?
To filter, click the button located in the bottom-right corner. The available filters will appear. We explain each one below.
Available filters
Refresh frequency: select how often the dashboard information will be updated. It can be every 5 seconds, 30 seconds or 1 minute. Additionally, you can update the dashboard by clicking the refresh icon. This manual refresh option will only be available if the Today option is selected in the period filter.
Period: select the time range to display information. By default, today's information is displayed, but you can also view statistics for the week, month, or select a custom date range.
- Today: displays information for the day.
- This week: displays accumulated information from Monday to the current day of the week. For example, if today is Wednesday, data from Monday to Wednesday will be included.
- This month: displays information for the current month. For example, if today is December 16, accumulated information from December 1 to 16 will be displayed.
- Custom date: if you want to view statistics for a specific date period, you can use this option and select the date range you need on the calendar.
Users: select the users you want to display on the dashboard. By default, all users will be shown, but you can also manually select which ones you want to view.
Metrics: select the metrics you want to display on the dashboard. By default, only 3 are shown, but you can adjust the selection according to your needs. You can refer to the following guide for details on each metric.
How to apply changes?
Remember that for the filters to be applied, you must click the Apply button. If you want to view the dashboard with the default information, you can click the Reset button.
Data Export
From this screen, you can export the dashboard information to analyze it in depth or to create your own reports. We'll show you how easy it is!
Remember that the exported information will be filtered based on the filters you have applied. You can modify these filters if needed to export the information you require.
How to export information?
Below, we show you how to export the information.
- First, click the button located in the top-right corner. A modal will appear with the data export tool.
Here you can view a summary of the applied filters and select the type of report you want to obtain.
- Event details: this report provides more general information about the events each user had. For example, login and logout events, break start and end events, etc.
- Statistical summary: this report provides more detailed statistical information per user, allowing you to analyze each user's performance in depth. The report will display the same information shown on the dashboard, respecting the applied filters.
- In the second step, you must select how you want to receive the report. Remember that you can select more than one option.
You can obtain the file in the following ways:
- Local: the file can be downloaded directly from uContact.
- Email: the file will be sent by email. You must specify the email address, the subject, and optionally CC and BCC.
- SFTP: the file will be sent to an external server. You must specify the server host, port, credentials, the path where you want to save it, and the file name.
- Finally, a summary will appear with the applied filters and how you will receive the file. To finish, simply click "Export."
If you chose to receive the file by email, it may take a few minutes. If you don't receive it, check your SPAM folder.
What does the generated file look like?
The generated file is a CSV file, with information separated in different rows and each field separated by a comma.
Let's see an example!
Below we show you an example of how the information is exported.
Event details
| agent | event_date | event_type |
|---|---|---|
| samantha.owens | 2026-02-13 09:43:55 | CONNECTED |
| mark.thompson | 2026-02-13 09:37:54 | CONNECTED |
| emily.clark | 2026-02-13 09:57:29 | LOGIN |
| emily.clark | 2026-02-13 09:57:30 | CONNECTED |
Statistical summary
| date | resource | occupation | totalBreak | connected |
|---|---|---|---|---|
| 2025-06-13 08:00:00 | samantha.owens | 0 | 0 | 1606500 |
| 2025-06-16 09:15:00 | mark.thompson | 169941 | 0 | 1163852 |
| 2025-06-19 13:30:00 | emily.clark | 1218873 | 0 | 1605259 |
For a more user-friendly view, we recommend opening the file using tools like Google Sheets or Excel.