Using Dashboards you can configure various components—widgets—to represent past and current activity in your account. The components, or widgets, use near real-time APIs to gather data.
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- Mark a dashboard as a favorite. To mark a dashboard as a favorite, click the star icon in the dashboard tile. The star icon changes to a solid yellow color. A non-favorited dashboard contains a star with a grey outline.
- Search and filter dashboards. To filter the list of dashboards, start typing part of the required dashboard's name in the Search and Filter field. The list of dashboards is filtered as you type. You can alternatively filter the list to display only favorited dashboards. Click Only Favorites to display only favorited dashboards.
- Delete dashboard. To delete a dashboard, click the dashboard's menu icon (
) and then click Delete in the menu that appears. You are prompted to confirm that you want to delete the dashboard. Click Delete to confirm or Cancel to cancel the deletion.
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As you select and deselect metrics, other options in Widget Configuration become available or unavailable depending on whether they are compatible with selected metrics. You can only select metrics of one data type in a single widget. |
Grouping metrics
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Some metrics can be grouped by multiple data typesin different ways. For example, you can group the Answered and Offered metrics numbers of interactions offered to and answered in a queue (Offered and Answered metrics in the Queue data type) by Queue, Media Type, Individual Skill or Skill Combination. Selecting a metric or metrics automatically groups them by the data type that contains the metric in Widget Configuration. Depending on the widget you select to display the metrics, you can see the data grouped by data type.
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| Timeframe | Select the timeframe for the data to display. For example, if you select 1 hour, the displayed data is from the previous hour. The available and default timeframes depend on the selected metrics.
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| Queues | Select the queue or queues you want to display data for. For example, you may want to display metrics for interactions that have arrived in the VIP queue only. All media types in your account are available and, by default, all are selected. | ||
| Media Types | Select the media type or media types you want to display data for. For example, you may want to display metrics only for calls, emails, and chats. All queues in your account are available and, by default, all are selected. | ||
| Interaction Direction | Select the direction of interaction you want to display data for. For example, you may want to display metrics only for inbound interactions. All directions—Inbound, Outbound, and Internal—are available and, by default, all are selected. | ||
| Interaction States | Select the interaction state you want to display data for. For example, you may want to display metrics only for completed or ongoing interactions. All interaction states are available and, by default, all are selected. | ||
| Agent Presence | Select the agent presences that you want to display data for. For example, you may want to display agent data only for agents in the Online presence state. All agent presences—Away, Extended Away, Logged Out, and Online—are available and, by default, all are selected. | ||
| Groups | Select the group or groups you want to display data for. For example, you may want to display metrics for agents that are in the VIP group only. All groups in your account are available and, by default, all are selected. | ||
| Skills | Select the skill or skills you want to display data for. For example, you may want to display metrics for interactions that required the VIP skills, or for agents that are assigned the VIP skill.All skills in your account are available and, by default, all are selectedyou may want to display metrics for interactions that require the VIP skills, or for agents that are assigned the VIP skill. All skills in your account are available and, by default, all are selected. | ||
| Physical Locations | Select the location or locations of the agents you want to display data for. For example, you may want to display metrics for agents only in the United Kingdom. All physical locations are available and, by default, all are selected. |
Filtering the displayed data
When you have filtered the data that you want included in your widget, if you have chosen Groups, Skills, or both metrics to appear in your widget, you can filter specific groups, skills or both from the display.
If available, click DISPLAY FILTERS. Groups, Skills, or both, filters appear.
Select the Groups, Skills, or both that you want to include in the display.
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You have selected French and Spanish skills to display data for agents with these skills in your widget. If an agent has French, Spanish and Mandarin skills, all three skills will appear for that agent in your widget unless you hide Mandarin using display filters. |
Selecting the widget to display data in
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Depending on the widget you select, available options for the widget appear in the OPTIONS area of Widget Configuration.
| Option | Description | ||
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| Group Elements Together That Are Less Than | In a Donut widget, you can group together elements that contain less than the specified percentage of interactions or agents. The grouped elements appear in a new element, Other. For example, in a Donut widget that displays calls offered to queues setting the Group Elements Together That Are Less Than to 10%, any queues that were offered fewer than 10% of the calls are grouped. Type the percentage below which you want to group elements. The default percentage is 1. | ||
| Legend Placement | Donut and Trend widgets can display a legend which lists the widget's metrics. Click None, Right or Bottom to display no legend or a legend on the right side or bottom of the widget. The default setting is None. | ||
| Stacked Series | In a Trend widget, you can stack the data in an Area, Area Spline, or Bar chart. In a stacked series, the metrics' or groups' data appears on top rather than alongside or layered.
The default setting is No. Click Yes to stack the data or No to leave as default. | ||
| Chart Type | A Trend widget can display five different types of charts: Area, Area Spline, Bar, Line, Spline. For examples of Area Spline, Line and Spline charts, see Answered and abandoned calls, Calls Offered, and Answered by media type charts in Overview of Dashboards. For examples of bar charts, see Stacked series and Non-stacked series charts above. Click the chart type you want to display in your widget. The default Chart Type is Area. | ||
| Series | In a Trend widget, you can display each metric or each grouping as one or more data series. Click Per Metric to show an area, bar or line for each metric. The default Series is Per Metric. The maximum number of series that a Trend widget can display, is 10. | ||
| Show Summary Row | A List widget displays data in a table. You can choose to display a summary row at the bottom of the table. Click Yes to display the summary row. The default setting is Yes. | ||
| Number of Metrics per Row | In a Multi Big Number widget, you can specify how many metrics appear in each row in the widget. Click a number from 1 to 12. The default number is 3. | ||
| Target Time to Answer | If you select the SLA metric and a Big Number, Gauge, List or Multi Big Number widget, you can specify the time that interactions must have been answered within. Inbound interactions that were answered within this time are counted as meeting their SLA. Define the time that interactions must have been answered within to count as meeting their SLA. The default setting is 20 seconds. | ||
| Significant Interactions Duration | If you select the Significant Interactions metric within Agents data type and a Big Number , Gauge, List or Multi Big Number widget, you can specify the length of interaction that makes it 'significant'. Define the minimum time that an agent must spend handling an interaction for the interaction to be counted as significant. The default time is 30 seconds. |
Defining thresholds for your widget
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When you define a threshold for a metric, an indicator appears on the selected metric in the METRICS SELECTED area. In the following example, a threshold is define defined for the Offered metric.
Adding your widget
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