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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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 Using Dashboards#How How do I configure default settings for a dashboard?, Using Dashboards#How How do I add a widget to a dashboard?, and Using Dashboards#How How do I save a dashboard?.
How do I configure default settings for a dashboard?
To configure default settings for an open dashboard, click the cog icon. The Configure Dashboard dialog box appears.
In Title, type a name for your dashboard. Your title must be between 1 and 256 characters long can contain Unicode, other than 4-byte, characters.
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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 Save to save any changes you have made.
How do I delete a dashboard?
To delete a dashboard, click the dashboardIn Notifications, configure how browser notifications will be sent:
- To make browser notifications visible until you close them, under Remain until dismissed, click Yes. To make browser notifications disappear after a few seconds, click No.
- To play a sound along with the notifications, under Play sound, click Yes. To make notifications silent, click No.
Click Save to save any changes you have made.
How do I 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.
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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 Dashboards#Grouping 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
Depending on the metrics you select, you may be able to configure threshold values in the THRESHOLDThresholds area of Widget Configuration. For information about thresholds including notifications, see What are thresholds? in Overview of Dashboards.
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| You must select a widget type for the threshold fields to appear. |
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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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The arrows also determine whether the ranges of values are inclusive or exclusive. Using the following examples:
Low threshold alert
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High threshold alert |
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- The widget is red if the value of Answered is 0–10 (includes 10), amber if value is 11–20 (includes 20), and red if value is 21 or above.
High threshold alert
The widget is red if the value of Answered 0–9 (excludes 10), amber if value is 10–19 (excludes 20), and red if value is 20 or above.
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.
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.
Configuring threshold notifications
Dashboards can send system notifications when widget values exceed the configured threshold.
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| By default, notifications for all dashboards are turned off. |
You can turn on notifications at any time. To turn notifications on or off for a specific metric, select the metric and click the bell icon—or
respectively—in the Thresholds area. Turning on notifications affects all users of that dashboard. When turning on notifications for the first time, you will be asked to allow system notifications in your browser. To turn them off for the whole application, block system notifications at browser level.
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If you remove the threshold's color, Dashboards doesn't send a notification. Dashboards only sends notifications when values cross a colored threshold. |
If you block notifications in the browser, you can only turn them back on by allowing them again in the browser's settings.
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.)
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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 Dashboards#Selecting Selecting metrics to display in your widget.
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