The Dashboards area of Vonage Contact Center (VCC) contains dashboards that you or other users have configured for your account. Individual 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.
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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Depending on your user type, you can now use Dashboards to view, create, configure, save, share, and delete dashboards. You can add widgets to and delete widgets from dashboards, and rearrange widgets on a dashboard. For information about these tasks, see the following sections.
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Read-only accessIf you have read-only access to Dashboards, you can perform the following tasks only:
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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 How Using Dashboards#How do I configure default settings for a dashboard?, How Using Dashboards#How do I add a widget to a dashboard?, and How Using Dashboards#How do I save a dashboard?.
How do I configure default settings for a dashboard?
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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 Grouping Using Dashboards#Grouping 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 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 Selecting Using Dashboards#Selecting metrics to display in your widget.
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