Agent Portal — Reports, Notifications & Live Chat Bridge

Beyond the day-to-day Dashboard and Tickets views, the Agent Portal includes a deeper Reports area for performance comparisons and self-service data exploration, a Notification Center for sending broadcast announcements, and a Live Chat Bridge for pulling YouTube/Facebook Live comments into a UCBC Meet meeting. This article covers all three.

Reports#

Reports has two main tabs: Performance and Analytics.

Performance Tab#

This compares two time periods side by side so you can see whether things are trending up or down.

1. Pick a Queue to focus on (or leave it on all of your queues).
2. Pick Month A and Month B — any two calendar months.
3. The page shows KPI cards (tickets opened/closed/pending/resolved, average response and resolution time, etc.) for each month side by side, with an arrow showing whether Month A improved or worsened compared to Month B, plus comparison charts.
4. Click Export PDF to generate a PDF of this report. A small modal lets you pick the queue and the two months to export — independent of whatever is currently on screen, so you can export a different period without changing your current view.

Analytics Tab#

Analytics has two sub-tabs: Queue Explore and Data Mining.

Queue Explore is a guided, plain-English exploration of your ticket activity for a chosen queue, channel, and time window:

1. Pick a Queue, a Channel (All, Email, WhatsApp, Call, Facebook, Instagram, or SMS), and a date/time range (Since / Until).
2. Click Analyze.
3. The page shows auto-generated, plain-English insight callouts (e.g. flagging a spike in a particular issue, or a queue falling behind on response time), a KPI strip (Total Tickets, Open/Pending, Resolved/Closed, Average First Response, Average Resolution, Escalation Rate — click any of these numbers to reveal the actual list of tickets behind it), and clusters of repeated issues found across tickets in that window, each with sample messages and a list of the tickets involved.
4. Use the gear icon to maintain a list of specific keywords or phrases you want the system watching for, so recurring topics important to your business are reliably surfaced.

Data Mining is a richer, self-service exploration dashboard for deeper digging, with several focus areas you can switch between via tabs:

• Ticket Overview — overall ticket volume and trends.
• Content Insights — includes a Top Keywords / Recurring Phrases word cloud, visually surfacing what customers are talking about most. Click any word in the cloud (or use the Keyword Occurrences table button next to Mine Data) to drill through to every occurrence of that keyword or phrase across tickets — a real, filterable table with its own search box and date range pickers, and a CSV Export button (with its own date-range modal) so you can pull the data out for further analysis elsewhere.
• Channel Breakdown — how ticket volume splits across call, email, WhatsApp, and other channels.
• Agent Performance — per-agent metrics across the same dashboard framework.

A Mine Data button opens a focused ad-hoc keyword/phrase search independent of whichever dashboard is currently on screen, letting you search for a specific term across a chosen date range at any time.

The Reports Performance tab

Screenshot needed · reports-performance

Notification Center#

Notification Center lets you send a one-time broadcast Email or SMS message to a list of recipients — a genuine announcement (like a service update or planned outage notice), not something that creates a support ticket.

How to Send a Broadcast#

1. Go to Notification Center and choose a Channel — Email or SMS.
2. For Email: enter a Subject and compose the Message, then add Recipients (BCC) — either pick a saved Broadcast List from the dropdown to auto-fill recipients, or paste email addresses directly into the recipients box. A live count shows how many recipients you've entered.
3. For SMS: compose the Message (a live character/segment counter shows how many SMS segments it will use) and add Recipient Numbers the same way — pick a saved list or paste numbers directly.
4. Click Send.

Broadcast Lists#

A Broadcast List is a saved, reusable set of recipients for a specific channel (Email or SMS). Create one by giving it a List Name, choosing its Channel, and either pasting recipients directly, importing a CSV/Excel file, or replacing an existing list's contents. Lists you create here (and the automatic "every number/address we've called or been called by" lists from Auto Contacts) both show up in the recipient picker when composing a broadcast.

Checking Broadcast Status#

Every broadcast you've sent is logged with its channel, subject (for email), recipient count, and a status:

Live Chat Bridge#

When you're live-streaming a UCBC Meet meeting out to YouTube or Facebook, Live Chat Bridge pulls that platform's live chat into the meeting's own Public Chat panel — so the host can see viewer comments and reply to them without ever leaving the meeting. Replies typed in the meeting post back out to the live stream's chat automatically.

These settings are personal to you — each agent, supervisor, extension, or admin who hosts a stream connects their own YouTube channel and Facebook Page here; nothing is shared domain-wide.

How to Connect YouTube#

1. Open Live Chat Bridge settings.
2. Check Enabled under the YouTube card.
3. Enter the Client ID and Client Secret from a Google Cloud Console OAuth 2.0 Client ID (Web application type) with the YouTube Data API v3 enabled. The app can stay in "Testing" status with your channel's Google account added as a test user — no Google review is needed for this.
4. Click Save.
5. Click Connect to YouTube (this button only appears once a Client ID and Secret are saved) and complete the Google authorization prompt. Once connected, the card shows a green "Connected" indicator.

How to Connect Facebook#

1. Check Enabled under the Facebook card.
2. Enter your Facebook Page ID (found under Page Settings > About > Page transparency, or via the Graph API Explorer).
3. Enter a long-lived Page Access Token for your Page, generated with the pages_read_engagement and pages_manage_engagement scopes.
4. Click Save. The card shows whether your Facebook credentials are currently on file.

Field Reference#

Tips & Common Issues#

• A broadcast never creates a ticket. Notification Center is strictly outbound announcements — replies to a broadcast email or SMS are handled through the normal ticket channels, not tied back to the broadcast itself.
• Only one Broadcast List per channel is picked at a time, but you can still paste additional recipients alongside a picked list before sending.
• Partial Sent is common with large lists — open the broadcast's detail view to see exactly which recipients failed and why, so you can retry just those.
• The Data Mining word cloud and Keyword Occurrences table are connected — clicking a word, or using the table button, always takes you to the same filterable, exportable drill-through view.
• Live Chat Bridge settings are per-person, not per-domain. If a colleague also hosts streams, they need to connect their own YouTube/Facebook accounts separately.
• The "Connect to YouTube" button won't appear until you've saved a Client ID and Client Secret first — save those two fields, then the button shows up.