V3 Custom Dashboards

Owned by XCALLY Knowledge (Unlicensed)
Jun 07, 2022
7 min read


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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:

  1. create the dashboard
  2. pick a ready-to-use widget type and use it to create new widgets
  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 desktop according to the layout you like best
  6. 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!



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 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, clicking on , using filters and ruling out some data source.


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


About the header filter and edit function:

  • Dashboard editing is always allowed to Users with Admin role and to Users belonging to Profiles that grant Edit permission
  • Users belonging to Profiles without the Edit permission on the specific Dashboard will not see the Edit button  , but only the filter



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.

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:

  • in the User Permission section by the Administrator if your XCALLY Motion version is earlier than 2.1.0
  • as one of the User Profile permissions that apply to all the Users belonging to that group if your XCALLY Motion version is equal or later than 2.1.0



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.






















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

 to clone the Custom Dashboard 

 to show preview results of the Custom dashboard edited

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. See next paragraph.
  • Channel: choose between Voice, Chat, Email, SMS, Openchannel and WhatsApp Connector channels
  • Title: a title for 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://]: insert in this field a link to a web page that is shown clicking on the widget title


At the end, click on "Add Dashboard Widget".



Edit/Delete a Widget

Once a Widget has been created in a Custom Dashboard, you can easily modify it.


Click to move your widget window to another screen position and drag to resize it.

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.




Custom Dashboard Widget Types


Custom Dashboard Widget types are specific for each Channel. 


Widget TypeApplicationVoice Channel - Specific FieldsOther Channels - Specific Fields
Counter Display a single value
  • Available Metrics: 
    • Total
    • Abandoned
    • Waiting
    • Talking
    • Answered
    • Unmanaged
  • Filter Queues: the data will be filtered by the selected queues. No selection means all included
  • Font Size: the size of the widget content
  • Available Metrics: 
    • Total
    • Abandoned (only for Chats)
    • Waiting
    • Managed 
    • Opened
    • Unmanaged
  • Filter Accounts/Websites: the data will be filtered by the selected accounts/websites. No selection means all included
  • Font Size: the size of the widget content
Multibar ChartDisplay a set of values (from three sources maximum) defined by the Widget creator in a Bar Chart
  • Available Metrics: 
    • Total
    • Abandoned
    • Waiting
    • Talking
    • Answered
    • Unmanaged
  • Filter Queues: the data will be filtered by the selected queues. No selection means all included
  • Available Metrics: 
    • Total
    • Abandoned (only for Chats)
    • Waiting
    • Managed 
    • Opened
    • Unmanaged
  • Filter Accounts/Websites: the data will be filtered by the selected accounts/websites. No selection means all included
  • Font Size: the size of the widget content
Pie Chart

Display a set of values (from three sources maximum) defined by the Widget creator in a Pie Chart

  • Available Metrics: 
    • Total
    • Abandoned
    • Waiting
    • Talking
    • Answered
    • Unmanaged
  • Filter Queues: the data will be filtered by the selected queues. No selection means all included
  • Available Metrics: 
    • Total
    • Abandoned (only for Chats)
    • Waiting
    • Managed 
    • Opened
    • Unmanaged
  • Filter Accounts/Websites: the data will be filtered by the selected accounts/websites. No selection means all included
  • Font Size: the size of the widget content
Web ReportDisplay a set of values extracted by a Report  defined by the Widget creator
  • Report: choose the report to run to extract the data among those proposed in the list
  • Refresh: time in seconds for automatic data refresh
IFrameShow an existing web page in a widget window, whose contents can be scrolled
  • URL: insert here the website page address
ClockDisplay the time, in the chosen format and with a specific time zone, in a widget
  • Format: choose a time format
  • Time Zone: select a time zone from the list
  • Font Size: the size of the widget content
Custom (path)

Display customized html content, given a path on the server where the custom files are uploaded.


  • Absolute Path: the system path where the widget html file is, starting from the /var/opt/motion2/public/ folder 

e.g. if your file path is /var/opt/motion2/public/mywidget/index.html your widget path will be /mywidget/index.html 




 Examples of Voice Channel Widget Type
Widget Type

Voice channel - examples

Counter 

Multibar Chart

Pie Chart

Web Report

 Click to refresh the data manually (the number indicates the time in seconds to the next automatic data refresh)

IFrame

Clock

Custom (path)

Counter widget example: sla.html (right click on link → save as)



Time display example: timer.rar (decompress folder)



Table results from API example (built on angularjs): OnlineAgents.rar (decompress folder)