A powerful feature of XCALLY Motion is the Real time Dashboard Editor which allows Administrators to create custom Responsive Dashboards for Supervisors, in order to display real time information (which are reset at midnight, every day) according to the Contact Center's needs.
Most dashboard widgets (i.e counters or charts) are engineered as responsive: when a new event occurs the information is pushed from the server directly in the widget window in realtime and the widgets load information as the user scrolls past them.
Other dashboard widgets (i.e. web reports) run performance analytics reports and are refreshed at regular intervals (but can also be refreshed manually).
You can create as many dashboards you need and customize them using widgets and metrics that are keys for tracking your contact center's performance and, what is more important, you don't need to be a SQL expert to do it!
You can just create in a few steps a new custom dashboard:
- create the dashboard
- define the users that will see that dashboard on their XCALLY Motion desktop
- pick a ready-to-use widget type and use it to create new widgets
- define the format, the source and the range of the data you want to be displayed in the widget
- run the preview and revise the widget if necessary
- move the widgets on the desktop according to the layout you like best
- define the set of permissions allowed on the Custom Dashboard for each User Profiles (you find this menu entry in the Tools section): consequently, all the Users belonging to it will be able to benefit from these permissions
Once created the Custom Dashboards can be cloned and the copy can be modified, and this is also really fast and saves your time!
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Custom Dashboard Widgets are per Channel: Administrators can create mixed widget types of Custom Dashboards to allow Users to monitor just the activities they need to supervise in a unique and complete layout.
Moreover, several Custom Dashboards can be created and made available for each Supervisor, achieving better results in terms of customization capability and efficiency, following the rules stated below:
- each Supervisor (User) will only see the data from the Queues they have their Profile has been enabled to (see here for more details about adding Users to Queues)access. This function is available only to the following types: counter, bar and pie chart
- at runtime Users/Admins can also decide to narrow the view, ruling out some data source, e.g. some queues, like in the following example:
This filter is not permanent: it will only apply to the current session or until it is removed.
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About the header filter and edit function:
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New Custom Widgets can be developed in addition to the list of those already available: you can do it yourself or ask our professional service to develop what suites best to your needs!
The Custom Dashboards Section
To create and modify Custom Dashboards go under the Tools Menu:
Here you can create and customize Custom Dashboards and add permissions to allow specific users to display each of them.
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As soon as you create a new Custom Dashboard, it will be displayed in the User/Admin Desktop view:
In this picture for example there are two Custom Dashboards: Queues Overview and Queue Details. Remember that each Custom Dashboard visibility can be enabled/disabled:
For better understanding about General Dashboards, see What is a Dashboard. |
Create a New Custom Dashboard
To create a new Custom Dashboard click on 
:
Enter the following details and click on Add Custom Dashboard
- Name: name of your dashboard
- Description (Optional)
After the Custom Dashboard is created, you can edit and start customizing the dashboard layout by adding widgets.
Anytime you want to see your Dashboard results, use the Preview commands.
Edit a Custom Dashboard
Find the new Custom Dashboard from the list
click on 
and then click on Edit Custom Dashboard:
where:
- Settings shows Custom Dashboard general information
- Dashboard allows you to design your custom dashboard by adding widgets in it.
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You can find the following buttons on the top of the Dashboard window to do some of these operations:  to add Users ability to display and use the specific Custom Dashboard the following operations:
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Configure your Custom Dashboard
Add New Widget
In the Dashboard tab you can customize your Dashboard look and feel (adding Title, Font size an colors of the window) and features (adding widget in it).
The latter in particular is very important because adding the widgets you can define what will be shown in the Custom Dashboard layout: you can add widgets that perform actions defined in a list of ready-to-use types (with specific metrics and filters associated to them), or you can add widgets showing information available in a file stored in a specific custom path.
To add a new widget, click on 
and fill the New Dashboard Widget form:
Here you can define:
- Type: you can choose one from the available types list (according to the chosen channel)
- Title: a title for the widget
- Metric or other value according to the chosen channel, section and type
- Filter Queues: the data will be filtered from the queues selected (no selection means all queues)
- Font Size: the size of the widget content
- Foreground/Background: the value color and the background color of the widget
- Link [https://] : insert in this field a link to a web page that is shown clicking on the widget title
At the end, click on 
Edit/Delete a Widget
Once a Widget has been created in a Custom Dashboard, like in this picture:
you can easily modify it. Just click 
on the top right-hand corner of the widget and then on Edit Widget
Insert or modify data in your widget edit panel and Save the changes:
Use the same commands list to Delete a widget from a Custom Dashboard.
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Custom Dashboard Widget Types
Custom Dashboard Widget types are specific for each Channel: read in the following paragraphs how to create and use them.
Voice Channel
Counter
Counter Widget is used to display a single value.
In the widget Form you have to insert:
- Type: Counter
- Title: the Widget Title
- Metric: choose one of the available metrics for the Queues data:
- Total
- Abandoned
- Waiting
- Talking
- Answered
- Unmanaged
- Filter Voice Queues: the Queues from which data will be extracted
- Font Size: the Font of the widget data field
- Foreground/Background: the value color and the background color of the widget
- Link (optional): link to a web page that is shown clicking on the widget title
The Widget in the Example:
Multibar Chart
Multibar Chart Widget is used to display a set of values (from three sources maximum) defined by the Widget creator in a Bar Chart.
In the widget Form you have to insert:
- Type: Multibar Chart
- Title: the Widget Title
- Serie: choose up to three values to display from the list:
- Total
- Abandoned
- Waiting
- Talking
- Answered
- Unmanaged
- Filter Voice Queues: the Queues from which data will be extracted
- Foreground/Background: the value color and the background color of the widget
- Link (optional): link to a web page that is shown clicking on the widget title
The Widget in the Example:
Pie Chart
Pie Chart is used to display a set of values (from three sources maximum) defined by the Widget creator in a Pie Chart.
In the widget Form you have to insert:
- Type: Pie Chart
- Title: the Widget Title
- Serie: choose up to three values to display from the list:
- Total
- Abandoned
- Waiting
- Talking
- Answered
- Unmanaged
- Filter Voice Queues: the Queues from which data will be extracted
- Foreground/Background: the value color and the background color of the widget
- Link (optional): link to a web page that is shown clicking on the widget title
The Widget in the Example:
Web Report
Web Report is used to display a set of values extracted by a Report defined by the Widget creator
In the widget Form you have to insert:
- Type: Web Report
- Title: the Widget Title
- Refresh: standard data refresh interval
- Report Type: choose between Custom or Default
- Report Folder: choose one folder among those available
- Report Subfolder: select the subfolder where the report is saved
- Report: choose the report to run to extract the data among those proposed in the list. The list of the proposed reports is according the previously selected values in the field Type-Folder-Subfolder
- Foreground/Background: the value color and the background color of the widget
- Link (optional): link to a web page that is shown clicking on the widget title
The Widget in the Example:
to refresh manually data in the widget click 
(the number indicates the time in seconds to the next data refresh)
IFrame [url]
IFrame [url]
is used to show an existing web page in a widget window, whose contents can be scrolled.
In the widget Form you have to insert:
- Type: IFrame [url]
- Title: the Widget Title
- URL: insert here the website page address
- Foreground/Background: the value color and the background color of the widget
- Link (optional): link to a web page that is shown clicking on the widget title
The Widget in the Example:
Clock
Clock is used to display the time, in the chosen format and with a specific time zone, in a widget.
In the widget Form you have to insert:
- Type: Clock
- Title: the Widget Title
- Format: choose a time format
- Time Zone: select a time zone from the list
- Foreground/Background: the value color and the background color of the widget
- Link (optional): link to a web page that is shown clicking on the widget title
The Widget in the Example:
Custom [path]
Custom is used to display customized html content, given a path on the server where the custom files are uploaded.
In the widget Form you have to insert:
- Type: Custom [path]
- Title: the Widget Title
Path: the system path where the widget html file is, starting from the /var/opt/motion2/public/ folder
Info e.g. if your file path is /var/opt/motion2/public/mywidget/index.html your widget path will be /mywidget/index.html
- Foreground/Background: the value color and the background color of the widget
- Link (optional): link to a web page that is shown clicking on the widget title
Widget Examples
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Counter widget example: sla.html (right click on link → save as) |
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Time display example: timer.rar (decompress folder) |
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Table results from API example (built on angularjs): OnlineAgents.rar (decompress folder) |
