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Custom Dashboards

Custom Dashboards

Overview

The Custom Dashboards section allows Administrators to create custom dashboards for Supervisors, 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 real-time 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 as you need and customize them using widgets and metrics that are keys for tracking your contact center's performance.

To create and modify Custom Dashboards go under the Tools → Custom Dashboards Menu.

Clicking the three dots button (⋮) next to the custom dashboard, you can:

  • Edit the custom dashboard

  • Clone the custom dashboard

  • Get the Preview of the custom dashboard

  • Delete the custom dashboard

How it works

  1. Create the dashboard

  2. Pick a ready-to-use widget type

  3. Define the format, the source and the range of the data you want to be displayed in the widget

  4. Run the preview and revise the widget if necessary

  5. Move the widgets on the dashboard web page according to the layout you like best

  6. Define the set of permissions allowed on the Custom Dashboard for each User Profile: consequently, all the Users belonging to it will be able to benefit from these permissions

As soon as you create a new Custom Dashboard, it will be displayed in the Dashboards section in the User/Admin Desktop view according to User permissions (User Profiles). In this picture for example there are two Custom Dashboards: Queues Overview and Queue Details.

Once created the Custom Dashboards can be cloned and modified.

You can find the following buttons on the top of the Dashboard Edit window to do the following operations:

 green button, to clone the Custom Dashboard 

 red button, to show preview results of the Custom dashboard

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 data their Profile has been enabled to access. This function is available only for counter, bar and pie charts.

  • At runtime Users/Admins can also decide to narrow the view, by clicking on filter icon , using filters and ruling out some data sources.

This filter is not permanent: it will only apply to the current session or until it is removed.

Important:

  • Dashboard editing is always allowed to Users with Admin roles and to Users belonging to Profiles that grant Edit permission

  • Users belonging to Profiles without Edit permission on the specific Dashboard will not see the Edit button, but only the filter

 

Create a New Custom Dashboard

To create a new Custom Dashboard:

  1. Click the blue + button  located at the bottom-right corner of the interface, under Tools → Custom Dashboards

  1. Enter the Custom Dashboard’s details:

    • Name: name of your dashboard

    • Description (Optional)

  2. Click Add Custom Dashboard to confirm.



  1. Find the new Custom Dashboard from the list:

  1. Click the three dots button (⋮) next to the Custom Dashboard and select Edit.

  2. Go under Dashboard tab and start creating widgets as described in the next paragraph Configure your Custom Dashboard.

 

Configure a Custom Dashboard

In the Edit → Dashboard section you can customize:

  • dashboard’s look and feel, adding Title, Font size and colors

  • widgets:

    • to perform actions defined in a list of ready-to-use types (with specific metrics and filters associated to them)

    • to show information available in a file stored in a specific custom path.

Add New Widget

To add a new widget:

  1. Click the blue + button  under Edit → Dashboards



  1. Enter widget details:

  • Type: the widget type (see here)

  • Channel: the channel between Voice, Chat, Email, SMS, Open Channel and WhatsApp channels

  • Title: the title of the widget

  • Font Title Size: the size of the widget title

  • Metric or other values according to the chosen channel, section and type

  • Foreground/Background: the value color and the background color of the widget

  • Link [https://]: the link to a web page that is shown clicking on the widget title

 

  1. Click Add Dashboard Widget to confirm.