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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- Log in to the NewVoiceMedia platform. For information about logging in to the NewVoiceMedia platform, see Logging in to the NewVoiceMedia platform.
- If you are the supervisor of multiple accounts, select the account that you want to access Dashboards for, and click Select.
From the NewVoiceMedia homepage, move your mouse pointer over the menu icons on the left of the page.
Section Column 60% In the menu that appears, click Dashboards.
Dashboards appearsDashboards appears.
Column width 40% If your account has no dashboards available or you do not have access to any existing dashboards, a blank page appears with . If enabled for your account, a single option button to create a new dashboard is available.
If you have dashboards available to you in your account, a list of available dashboards appears.
Dashboards that you own appear at the top of the page; others are sorted alphabetically below.
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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.
How do I select and view an existing dashboard?
How do I select and view an existing dashboard?
When you have logged into the NewVoiceMedia platform and accessed Dashboards, any existing dashboards that you can view appear on the page. Click the dashboard you want to view.
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You can now configure default settings for, add widgets to, and save your dashboard. For information, see Using Dashboards643399860, Using Dashboards643399860, and Using Dashboards643399860.
How do I configure default settings for a dashboard?
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Click OK to save any changes you have made.
How do I
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delete a 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.
How do I add a widget to a dashboard?
To add a widget to a new or existing dashboard, click Add Widget. Widget Configuration appears.
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Define the settings for your widget as described in the following sections.
You can start either by deciding choosing the metrics you want to display and then the widget to display the data in or by choosing the widget and then the metrics you want to display in the widget. We recommend that you choose the metrics first; you can optionally choose how to group the metrics too.
Selecting metrics to display in your widget
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When you have chosen the type of data and metrics you want to appear in your new widget, click to expand the data type and click the . Optionally click a Group by data type option to group your chosen metrics accordingly. For information about grouping metrics, see Using Dashboards.
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| If you have chosen a Group by data type option, the list of available metrics is limited to the metrics within that grouping type. |
Click your chosen metric or metrics. As you click metrics, they appear—in order—in the METRICS SELECTED area. Alternatively, drag the metric or metrics to the METRICS SELECTED area in the required order. The The first applicable Group by data type option in the list is also selected as you click a metric of that data type.
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Some metrics can be grouped in different ways. For example, you can group the 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
You can click your chosen grouping when you first create a widget. Alternatively, selecting a metric or metrics automatically groups them the metrics 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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| Filter | Description | ||
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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 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. |
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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 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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To modify an existing widget, locate the widget on the appropriate dashboard. Click the cog in the widget's title bar to open the widget in the Widget Configuration dialog box. Make changes as required. For information about fields within the Widget Configuration dialog box, see Using Dashboards643399860.
When you have finished making changes, click OK. Your modified widget appears on the dashboard.
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To resize widgets in a dashboard, point to the arrow icon in the lower-right corner of the widget. When the mouse pointer becomes a double-headed arrow, drag the pointer to increase or decrease the height or widget of the widget, or both.
In a List widget, you can resize and sort data in columns. Drag the column divider to resize the column, or click the column heading to sort the order of data.
How do I save a dashboard?
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