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.
Answer time thresholds
These thresholds drive the answer-time bands shown in Service Level widgets and color the metric widgets in green / orange / red.
| Field | Default | Description |
|---|---|---|
| Quick Drop Threshold | 6 s | Calls abandoned in less time than this are counted as quick drops and excluded from the abandon rate |
| Quick Answer Threshold | 6 s | Upper bound for the “quick answer” band |
| Standard Answer Threshold | 12 s | Target answer time for standard KPI reporting — calls answered under this value count toward SLA |
| Delayed Answer Threshold | 22 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 average wait time in queue — metric is green below this value |
| Max Waiting Time | 360 s | Maximum acceptable average wait time in queue — metric turns red above this value |
How profiles are used
- Metric widget colors on the Analytics dashboard use the target and max from the profile (green below target, orange between, red above max).
- Report segmentation (e.g., “% answered < 30s”) is computed against the thresholds in the profile.
- 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.
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.