Add and edit Performance Dashboards

Administrators can access and manage public, private, and shared dashboards created by all users in an organization. The dashboard summary page lists all the users in the organization who have dashboards. The administrators can bulk delete dashboards of a single user or multiple users to control the total number of dashboards within the organization. The administrators can delete up to 100 dashboards at a time. 

Widgets display metrics and visual information about the queues, users, wrap-up codes, flows, and flow outcomes that you choose. You can add up to seven rows of widgets, and each row can include up to seven single-cell widgets or one full-width widget. For more information about adding more rows of single-cell or full-width widgets to your dashboard, see the Edit layout section in this article. 

When you work with widgets, you can click the following to drill down to its corresponding performance view. 

• Queue Name – Opens the Queue Performance Detail view for the specific queue and the selected time period.
• Agent name – Opens the Agent performance tab associated with the selected agent.
• Wrap-up code – Opens the Wrap-up performance summary. For this view, the wrap-up code filter applies.
• Flow – Opens the Flow performance view associated with the selected flow.
• Flow outcome – Opens the Flow outcome performance summary view. For this view, the flow outcome filter applies.

Add a widget to the dashboard

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click the corresponding dashboard to edit. The edit dashboard page appears.
3. Click Add Widget.
   Note: To edit old dashboards, click Toggle edit mode on the upper right corner and then click No widgets added yet.
4. In the Widget Title, enter the name of the widget.
5. Select the type of widget that you want to create.
6. Configure the widget. For more information, see the Configure the widget section in this article.
7. Click Save.

Configure the widget

This section describes configuring and adding filters to metric, chart, web content, agent status, and agent activity widgets.

Configure a metric widget

To configure a metric widget:

1. Click Add Widget.
2. In the Widget Title, enter the name of the widget.
3. Select the Widget Type as Metric.
4. Under Filter By, click Add.
5. Select one of the following options and perform the necessary steps:
   • Queue: In the Select field, type the queue’s name and select one or more queues from the list that appears.
   • User: In the Add users by criteria field, choose one of the following options:
     
     Note: Only new dashboards have the options to filter by work teams and reports to a specific user.
     
     
     • Select Individual users to view the list of users, and in the Select field, type the user’s name and select one or more users from the list that appears. 
       Note: To include inactive users, choose Include inactive users. To include deleted users, choose Include deleted users.
     • Select Users of a specific work team to view the list of users reporting to a specific work team, and in the Work Team field, type the work team’s name and select the required work team from the list that appears.
     • Select Users who report to a specific user to view the list of users reporting to a specific user, and in the Reports to field, type the user’s name and select the required user from the list that appears.
   • Work Team: In the Select field, type the work team’s name and select one or more work teams from the list that appears.
   • Wrap-up: In the Select field, type the wrap-up’s name and select one or more wrap-ups from the list that appears.
   • Flow: In the Select field, type the flow’s name and select one or more flows from the list that appears.
   • Flow outcome: In the Select field, type the flow outcome’s name and select one or more flow outcomes from the list that appears.
     Notes:

     • You can select up to 100 queues to filter by in a widget. A message displays upon reaching the limit.
     • For monitoring the agent status count, you can select up to 100 work teams. If a single work team is selected as a filter, you can select up to five statuses. If multiple work teams are selected as filters, you can choose only one status.
6. Click Add.
7. Under Metric(s), click Add.
8. Select Count-based, Percentage-based, or Time-based metrics. You can add up to five metrics of the same type to the Metric and Chart widgets. 
   Note: For the work team or reports to filtered widgets, the split filter option is automatically enabled to list the users in the selected team. You can select only one metric per widget.
9. Under Time Period, select the date span interval for the specific widget, or click Compare two time periods and select two date spans. 
   Note: For the chart widgets, only one date span is available.
10. Choose the required Options.
    Note: For old dashboards, perform the following steps: To change a metric’s color when it is above or below a certain number, click More  and from the menu that appears, select Warnings. Click Add warning . Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria. To add warnings to a newly created metric or chart widget, see Add a warning to a metric or chart widget section in this article.
11. Choose the required Media Type as Voice, Callback, Chat, Email, and Message.
12. Click Save.

Configure a chart widget

To configure a chart widget:

1. Click Add Widget.
2. In the Widget Title, enter the name of the widget.
3. Select the Widget Type as Chart.
4. Under Filter By, click Add.
5. Select the queues, users, wrap-ups, work teams, flows, or flow outcomes.
   Note: To include inactive users, choose Include inactive users. To include deleted users, choose Include deleted users.
6. In the Select field, begin typing the name of the queue, user, wrap-up, work team, flow, or flow outcome that you want to add. Select one or more from the list that appears.
   Note: You can select up to 100 queues to filter by in a widget.
7. Click Add.
8. Under Metric(s), click Add.
9. Select Count-based, Percentage-based, or Time-based metrics. You can add up to five metrics of the same type to the Metric and Chart widgets.
10. Under Time Period, select the date span interval for the specific widget, or click Compare two time periods and select two date spans. 
    Note: For the chart widgets, only one date span is available.
11. Choose the required Options.
    Note: For old dashboards, perform the following steps: To change a metric’s color when it is above or below a certain number, click More  and from the menu that appears, select Warnings. Click Add warning . Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria. To add warnings to a newly created metric or chart widget, see Add a warning to a metric or chart widget section in this article.
12. Choose the required Media Type as Voice, Callback, Chat, Email, and Message.
13. Click Save.

Add a warning to a metric or chart widget

To add warnings to a metric or chart widget:

1. Click the more icon to the corresponding widget to add warnings. 
2. Click Warnings. The add warning dialog box appears.
3. Click Add Warning.
4. Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria.
   Note: For the chart widget, the color of the target line is set based on the threshold definition.
5. Click Save.

Configure a text widget

To configure a text widget:

1. Click Add Widget.
2. In the Widget Title, enter the name of the widget.
3. Select the Widget Type as Text.
4. From the Default drop-down menu, choose the required color. 
5. In Display Text, enter the required text. 
6. Click Save.

Configure a web content widget

To configure a Web Content widget:

1. Click Add Widget.
2. In the Widget Title, enter the name of the widget.
3. Select the Widget Type as Web Content.
4. In the URL, enter the Web content URL.
   Note: Use a secure (HTTPS) URL, and the URL that your reference must support and allow being iFramed.
5. Click Save.

Configure an agent status widget

To configure an agent status widget:

1. Click Add Widget.
2. In the field provided, enter a Widget Title. 
3. Select the Widget Type as Agent Status.
4. Under Filter By, click Add.
   • Select Queue, User, or Work Teams.
     Note: On selecting the users, choose Include inactive users to include the inactive users to the user list or choose Include deleted users to include the deleted users to the user list.
   • In the Select field, begin typing the name of the queue, user, or work team. Select one or more from the list that appears.
   • Click Add.
     Note: If you filter for users, you cannot filter for queues or work teams, and vice versa.
5. From the Statuses list, select the relevant statuses, or click Select All to add all statuses.
6. To sort the agent interactions from shortest interaction duration to longest interaction duration, then from the Sort agent interactions by list, select Shortest to longest. To sort the agent interactions from longest interaction duration to shortest interaction duration, select Longest to shortest. 
7. Under Options, select one or more of the following options:
   • Display as table – Displays the agent status widget data in a table
   • Show offline agents – Includes agents that are offline from the table
   • Show time in status – Includes the Time in column from the table
8. Click Save.

Configure an agent activity widget

Supervisors can perform real-time monitoring of the dashboards to monitor the conversation activity of the agents based on their segment types such as alert, callback, coaching, contacting, dialing, hold, interact, monitoring, parked, scheduled, sharing, transmitting, voicemail, and wrap up. Segment refers to the conversation segment.

To configure an agent activity widget:

1. Click Add Widget.
2. In the field provided, enter a widget title. 
3. Select the widget type as Agent Activity.
4. Under Filter By, click Add. A pop-up window appears.
   
   Note: You can add up to 60 filters.
5. In the filter by window, perform the following:
   • In the Filter By drop-down, select the required filter category. For the list of supported filters, refer to the Agent activity supported filters section in this article. 
     
     Note: The subsequent options vary based on the chosen filter category.
   • In the select field, type and select the required filter item. 
   • Click Add.
6. Under Segments, click select drop-down and select the required segment type to view the number of agents in the chosen segment type. For the list of supported segment types as filters, refer to the Agent activity supported segment types section in this article. 
7. Under Sort agent interactions by, choose one of the following options:
   • To sort the agent interactions from shortest interaction duration to longest interaction duration, select Shortest to longest.
   • To sort the agent interactions from longest interaction duration to shortest interaction duration, select Longest to shortest. 
8. Click Save. 

To edit previously created widgets:

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click the corresponding dashboard for editing. The edit dashboard page appears.
   Note: For old dashboards, hover over a dashboard and click Edit dashboard. 
3. Click the more icon corresponding to the widget to edit. 
4. Click Edit. The edit widget appears.

Add a new widget that has the same settings as another widget. For example, if you want to add a widget with the same users, media types, and date span as a current widget but with a different metric, you can copy the widget and change the metric. 

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click the corresponding dashboard for editing. The edit dashboard page appears.
   Note: For old dashboards, hover over a dashboard and click Edit dashboard . 
3. Click the more icon corresponding to the widget to copy. 
4. Click Duplicate.  

If the number of visible widgets reaches the grid size limit, Duplicate  is not available. For more information about adding more rows to your dashboard, see the Edit layout section in this article.

To move and organize widgets on your dashboard.

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click the corresponding dashboard for editing. The edit dashboard page appears.
   Note: For old dashboards, hover over a dashboard and click Edit dashboard . 
3. To move widgets around on your dashboard, click the top bar on the widget and drag and drop it. 

You can move up to seven single-cell widgets to a row, or one full-width widget to a row. To change the grid size to fit more single-cell widgets in a row, see the Edit layout section in this article.

Change the grid size to choose the number of single-cell or full-width widgets to display on a dashboard. By default, the grid size is 3 x 4, which allows you to have four rows of up to three single-cell widgets or one full-width widget per row. You can display up to seven rows and seven single-cell widgets or one full-width widget in each row.

To edit the layout:

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click the corresponding dashboard for editing. The edit dashboard page appears.
   Note: For old dashboards, hover over a dashboard and click Edit dashboard . 
3. Click Edit Layout and then select the layout that you want.
   Note: To change the grid size of the old dashboards, click Grid Size . Then select the grid size that you want.

You cannot select a grid size smaller than the current grid size that you are using. In the grid size selector, squares with a circle indicate which sections of the dashboard grid already have a widget. 

Public access is sharing the permission organizationally wide. Only if a person is given permission, that person accesses the widgets. A person who does not have access to the specified permission and division cannot view the widgets in a dashboard. A dashboard can have users, queues, flows, flow outcomes, and wrap-ups. Each dashboard item has permission and division requirements. For example, Jane Doe added a metric widget belonging to Division 1. James added a metric widget belonging to Division 2. If James makes his dashboard public and does not give access to Jane to view the widgets in Division 2, then Jane cannot view James’s dashboard.

You can only make the old dashboards public. The supervisors can share the performance dashboards with anyone within their organization, specific work teams, or users. For more information about performance dashboard sharing, see Share Performance dashboards. 

You can add filters to restrict the person from accessing the dashboard. A yellow banner at the top of the view indicates limited access to the dashboard. If the person has no access to any widget in the dashboard, the dashboard is not visible to that person.

To make your dashboard visible to other users:

1. Click Performance > Workspace > Dashboards > Dashboards. 
2. Hover over a dashboard and click Edit dashboard. 
3. Click Make dashboard public .
   The public dashboard icon appears.

In the dashboard summary page, you can filter your dashboards to display the All, Public, Private, Shared, and Favorites dashboards. You can filter your dashboards based on dashboard ownership. To display only the dashboards that you own, choose the Owned by me filter. To display all the dashboards that you and others own or share, choose the Owned by anyone filter. To display the dashboards that others own and share, choose the Not owned by me filter.

To filter the dashboards by private, public, shared, and favorites:

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click All filter.
3. From the drop-down, select Public, Private, Shared, or Favorites. 

To filter the dashboards based on ownership: 

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click Owned by anyone filter.
3. From the drop-down, select the required ownership type as Owned by anyone, Owned by me, or Not owned by me.

To view data in the agent activity widget in the dashboard:

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click the dashboard that has the agent activity widget. The agent activity widget appears on the right side.
3. To view the list of agents in the filtered segment, in the Segment column, click the filter icon and select the required segment filter: Alert, Callback, Coaching, Contacting, Dialing, Hold, Interact, Monitoring, Parked, Scheduled, Sharing, Transmitting, Voicemail, and Wrapup.

To view your dashboard in full-screen mode:

1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
2. Click the dashboard that you want to view in full-screen mode. The edit dashboard page appears.
3. In the upper right corner, click the Fullscreen button. The dashboard appears in full screen mode.
4. To exit full-screen mode, press Escape.