Analytics Profile
Heedify analytics profile defines per-Entity SLA targets, KPI thresholds, and color mapping (good / warning / bad) via the Analytics Profile record, integrated with Microsoft Teams contact-center reporting — one profile per Entity, set independently from queues. The profile also stores the Entity’s dashboard layout, so the relationship is strictly 1:1.
Creating a profile
- Open Analytics Profile from the sidebar
- Click +Add
- Pick the entity and fill in the thresholds
- Click Save
The entity field is locked after creation. If you need to retarget a profile to a different entity, delete it and create a new one.
Fields
All time values are in seconds. Defaults below are the values applied when you create a profile without overriding them — they match the targets typical contact centers use, but every field can be edited at any time.
Service level
| Field | Default | Description |
|---|---|---|
| SLA Threshold | 60 s | A call answered within this wait time counts as within Service Level. Drives the Service Level and SLA Trend widgets and the SLA tables |
SLA Threshold is the only field that decides whether a call is counted as within Service Level. Do not confuse it with Target Waiting Time below, which only colors a metric card.
Good to know — The 60 s default is deliberately forgiving and suits most contact centers. If you have a contractual service commitment, set this threshold to that commitment. A tighter threshold (20-30 s, the common “80/20” target) makes the metric more demanding — and therefore more useful for staffing decisions.
Answer time thresholds
These thresholds split answered calls into speed bands in the Answer Time Thresholds widget — fast below the first, standard between the two, slow beyond. They do not affect Service Level.
| Field | Default | Description |
|---|---|---|
| Quick Drop Threshold | 6 s | The line between a quick drop and a genuine abandon. A caller who queues and hangs up faster than this is a quick drop, and is excluded from the abandon rate. Set to 0 to count every dropped call in a queue as an abandon |
| Quick Answer Threshold | 30 s | Upper bound for the “quick answer” band |
| Standard Answer Threshold | 60 s | Upper bound for the “standard answer” band |
| Delayed Answer Threshold | 90 s | Upper bound before a call is considered delayed |
Abandon time
| Field | Default | Description |
|---|---|---|
| Target Abandon Time | 90 s | Acceptable average abandon wait time — metric is green below this value |
| Max Abandon Time | 180 s | Maximum acceptable average abandon wait time — metric turns red above this value |
Talking time
| Field | Default | Description |
|---|---|---|
| Target Talking Time | 370 s | Acceptable average call duration — metric is green below this value |
| Max Talking Time | 600 s | Maximum acceptable average call duration — metric turns red above this value |
Waiting time
| Field | Default | Description |
|---|---|---|
| Target Waiting Time | 150 s | Acceptable wait time in queue — the Max Waiting Time card is green below this value |
| Max Waiting Time | 360 s | Maximum acceptable wait time in queue — the card turns red above this value |
Target Waiting Time is not your SLA. It only colors the Max Waiting Time card. Use SLA Threshold above to set the wait time that defines Service Level.
How profiles are used
Profile fields fall into two groups, and it matters which one you are editing.
| Group | Fields | Effect |
|---|---|---|
| Counting thresholds | SLA Threshold, Quick Drop Threshold, answer-time thresholds | Change the numbers the widgets report — which calls land in which category |
| Color thresholds | every Target / Max pair | Display only. They color a metric card green / orange / red and change no count |
- Changing a threshold re-renders existing widgets immediately — no data re-ingestion needed.
- The profile also stores the dashboard layout (system tabs, preset tabs, custom tabs and widget positions) for the entity.
See Metric Definitions for exactly which calls each threshold moves between categories.
Editing and deleting
- Edit any threshold from the profile list; widgets refresh on the next reload.
- Deleting a profile resets the Entity’s analytics dashboard to defaults the next time it is opened.
FAQ
Q: How many Analytics Profiles can an Entity have in Heedify? A: Exactly one. The relationship is strictly 1:1 — the profile also stores the Entity’s dashboard layout, so it cannot be shared or duplicated.
Q: Can I change the Entity on an existing Heedify Analytics Profile? A: No. The Entity field is locked after creation. Delete the profile and create a new one to retarget it.
Q: What happens to existing widgets when I change a threshold? A: Widgets re-render immediately — Heedify does not need to re-ingest data. The new thresholds drive the answer-time bands and the green/orange/red metric colors on the next render.
Q: What does deleting an Analytics Profile do? A: Deleting the profile resets the Entity’s analytics dashboard to defaults the next time it is opened, including all custom and preset tabs.
Works with: Microsoft Teams, Analytics dashboards, analytics.heedify.io, Heedify Entities.