The Business Intelligence (BI) section displays a Performance Analytics dashboard that contains real-time performance metrics pertaining to calls (inbound and outbound), chats, emails, and SMSes. This section covers the steps to configure and set the property values for the BI Analytics element. The BI Analytics section in a Designer Desktop contains the following element:

To configure and set the BI Analytics element on the Designer Desktop:

  1. On the Designer Desktop, select a page where you want to add the BI Analytics element. For example, the initial page where you have the Home bar and Containers configured.
  2. Drag and drop the BI element to the canvas.
    The BI element appears on the Designer Desktop page.
    • The elements appear in a tabular form because you have selected the Container type as Tab. For more information on Containers, see Working with Containers.

  3. Select the BI element on the canvas, then click the Properties tab.

    PropertyAvailable FeaturesExpected Result
    TitleTitleYou can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title. For example, you can change the title from BI to BI Dashboard, and the name is updated on the tab on the canvas.
    StylesHeader, Header Position, and ThemeTo change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
    Options

    Dashboard

    Configure Filters

    Select a dashboard from the drop-down list. For example, Customer Care - Calls Dashboard. When selecting this dashboard, call details appear, including Transaction Type, Call Center Name, Service Name, Agent Name, Inbound call details, Service Level percentage, and others.

    Some of the dashboards are preconfigured; You can configure or modify the configurations for the custom dashboards. To configure, click the Configure Filters button.


  4. After updating the required changes, Save the Designer Desktop.