The Dashboards area of Vonage Contact Center (VCC) contains dashboards that you or other users have configured for your account. Individual Dashboards dashboards contain various components—widgets—that represent past and current activity in your account. The components, or widgets, use near real-time APIs to gather data.
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By default, agents cannot access Dashboards. Currently, many agents are working remotely due to the COVID-19 pandemic and cannot view shared dashboards in their usual office location. We can therefore provide temporary agent-access to dashboards if required. For more information about the feature, see Overview of Dashboards. If you are an agent and have been provided a link to one or more dashboards, if enabled for your account, you can view those dashboards using those links. You cannot access the Dashboards area of VCC directly. You can only move and resize widgets on the dashboards provided but cannot save your changes. For information about moving and resizing widgets, see Using Dashboards. You cannot perform any of the other tasks described. |
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The following page describes using Dashboards as a supervisor user. For information about using Dashboards as an agent, see Viewing a dashboard as an agent.
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If you have read-only access to Dashboards, you can perform the following tasks only:
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How do I manage dashboards?
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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.
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You can now configure default settings for, add widgets to, and save your dashboard. For information, see Using Dashboards, Using Dashboards, and Using DashboardsHow do I configure default settings for a dashboard?, How do I add a widget to a dashboard?, and How do I save a dashboard?.
How do I configure default settings for a dashboard?
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If you own the dashboard, Published buttons appear Access appears in the Configure Dashboard dialog box. Publishing a dashboard makes it . You can set the access to Public or Private. Click Public to make the dashboard available to other users, including agents, in the your account. Click No Click Private to make the dashboard private for personal use or Yes to publish the dashboardunavailable to other users. By default, Published Access is Yes meaning Public meaning that the dashboard is visible to anyone with accessanyone with access, including agents.
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To share a dashboard with an agent, you must set access to Public. You must also send the intended agent or agents a link to the dashboard. For information about sharing dashboards, see How do I share a dashboard with an agent?. |
In Widget placement, select how you want to place widgets. Click Auto to place widgets in a grid formation. Click Manual to be able to place widgets anywhere on the dashboard.
Click OK Save to save any changes you have made.
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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. Optionally click a Group by data type option to group your chosen metrics accordingly. For information about grouping metrics, see Using DashboardsGrouping metrics.
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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. |
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Depending on the widget you select, available options for the widget appear in the OPTIONS area of Widget Configuration.
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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 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 Yes 20 seconds. | Number of Metrics per Row | |
| 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 | how many metrics appear in each row in the widget.||
| 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
Depending on the metrics you select, you may be able to configure threshold values in the THRESHOLD area of Widget Configuration. For information about thresholds, see Overview of Dashboards.
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| You must select a widget type for the threshold fields to appear. |
If you select multiple metrics for which you can define a threshold, the available metrics appear in a list. Click the metric you want to define a threshold for.
For time metrics, you must specify time thresholds; for number metrics, you must specify number thresholds; for percentage or fraction metrics, you must specify percentage thresholds.
The value in the field or fields on the left must be lower than the value in the field or fields on the right. Use the arrows on the right to switch the colors if you want the highest level of alert for a low or high value accordingly. For example, you might want to set red alerts for low numbers of calls answered by agents but high numbers of breakouts.
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Low threshold alert |
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High threshold alert |
You can also change the colors of the thresholds. Click the down-arrow in the color bar and click the color you want to use.
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 defined for the Offered metric.
Adding your widget
Provide a name for and review your widget in the PREVIEW area of Widget Configuration. When you are happy with your settings, click OK. (Alternatively, click Cancel to discard your changes.)
Your widget appears at the bottom of your open dashboard.
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| You must also save the open dashboard otherwise your widget will not be saved. |
How do I modify an existing widget?
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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
Depending on the metrics you select, you may be able to configure threshold values in the THRESHOLD area of Widget Configuration. For information about thresholds, see Overview of Dashboards.
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| You must select a widget type for the threshold fields to appear. |
If you select multiple metrics for which you can define a threshold, the available metrics appear in a list. Click the metric you want to define a threshold for.
For time metrics, you must specify time thresholds; for number metrics, you must specify number thresholds; for percentage or fraction metrics, you must specify percentage thresholds.
The value in the field or fields on the left must be lower than the value in the field or fields on the right. Use the arrows on the right to switch the colors if you want the highest level of alert for a low or high value accordingly. For example, you might want to set red alerts for low numbers of calls answered by agents but high numbers of breakouts.
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You can also change the colors of the thresholds. Click the down-arrow in the color bar and click the color you want to use.
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 defined for the Offered metric.
Adding your widget
Provide a name for and review your widget in the PREVIEW area of Widget Configuration. When you are happy with your settings, click OK. (Alternatively, click Cancel to discard your changes.)
Your widget appears at the bottom of your open dashboard.
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| You must also save the open dashboard otherwise your widget will not be saved. |
How do I modify an existing widget?
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 Selecting metrics to display in your widget.
When you have finished making changes, click OK. Your modified widget appears on the dashboard.
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| You must also save the open dashboard otherwise your widget will not be saved. |
How do I clone a widget on a dashboard?
To clone a widget, locate the widget on the appropriate dashboard. Click the menu icon () in the widget's title bar and, in the menu that appears, click Clone. The widget is cloned, appears at the bottom of the dashboard, and opens immediately in the Widget Configuration dialog box.
How do I delete a widget from a dashboard?
To delete a widget, locate the widget on the appropriate dashboard. Click the cog Click the menu icon () 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 Dashboards.
When you have finished making changes, click OK. Your modified widget appears on the dashboard.
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| You must also save the open dashboard otherwise your widget will not be saved. |
How do I clone a widget on a dashboard?
To clone a widget, locate the widget on the appropriate dashboard. Click the menu icon () in the widget's title bar and, in the menu that appears, click Clone. The widget is cloned, appears at the bottom of the dashboard, and opens immediately in the Widget Configuration dialog box.
How do I delete a widget from a dashboard?
To delete a widget, locate the widget on the appropriate dashboard. Click the menu icon () in the widget's title bar and, in the menu that appears, click Delete. The widget is removed permanently from the dashboard.
How do I remove all widgets from a dashboard?
To remove all widgets from your currently displayed dashboardand, in the menu that appears, click Delete. The widget is removed permanently from the dashboard.
How do I remove all widgets from a dashboard?
To remove all widgets from your currently displayed dashboard, click the dashboard's menu icon () and then click Clear in the menu that appears. All your widgets are removed from your dashboard. The dashboard's title and configuration settings are not changed.
How do I rearrange widgets in a dashboard?
To move widgets in a dashboard, click a widget's title bar and drag the widget to the desired location. Repeat for all widgets you want to move.
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?
To save a dashboard, click Save. Saved dashboards appear in the Dashboards list for all users (if published).
To save a copy of the dashboard with a new name, click the dashboard's menu icon () and then click Clear and then click Save As in the menu that appears. The Save As dialog box appears. All your widgets are removed from your dashboard. The dashboard's title and configuration settings are not changedIn Title, type a name for your new dashboard and click OK.
How do I
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To move widgets in a dashboard, click a widget's title bar and drag the widget to the desired location. Repeat for all widgets you want to move.
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?
To save a dashboard, click Save. Saved dashboards appear in the Dashboards list for all users (if published).
To save a copy of the dashboard with a new name, click the dashboard's menu icon () and then click Save As in the menu that appears. The Save As dialog box appears. In Title, type a name for your new dashboard and click OK.
How do I publish a dashboard?
To publish an open dashboard, click the cog icon. The Configure Dashboard dialog box appears.
If you own the dashboard, the Published toggle appears in the Configure Dashboard dialog box. Publishing a dashboard makes it available to other users in the account. Click Yes to publish the dashboard.
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change the access to a dashboard?
To change access to an open dashboard, click the cog icon. The Configure Dashboard dialog box appears.
If you own the dashboard, Access appears in the Configure Dashboard dialog box. You can set the access to Public or Private. Click Public to make the dashboard available to other users in your account. Click Private to make the dashboard unavailable to other users.
Click Save to save any changes you have made.
How do I turn read-only access for agents on or off?
If enabled for your account, agents have read-only access to dashboards that have been shared with them. For information about turning this access on and off, see Controlling features for your account. For information about sharing individual dashboards, see How do I share a dashboard with an agent?.
How do I share a dashboard with an agent?
When you have made a dashboard public, you can copy the URL to the dashboard and send that URL to the agent. If enabled for your account, the agent can use the URL to access the dashboard directly. The agent has read-only access. For information about viewing the shared dashboard as an agent, see Viewing a dashboard as an agent.
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