Spring24 Admin Guide

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The Voice Portal provides you a level of personalization, via customizable interactive data panels (also known as widgets), that allows you to improve efficiency by focusing on key data.  These include the ability to control/toggle information views as well as the scope and position of panels used for monitoring campaigns and services.  The changes are maintained across browser sessions.

These widgets are accessible from the GUI settings link in the user drop down menu.



This opens the GUI Settings pop up. From the Configuration tab, you may select the widgets that will be displayed in the dashboard. The availability of widgets depends on the view level (Enterprise, Call Center, Service). Select the desired widget from the Available Widgets tool.

  • Click Add to move the selected widget to the Active Widgets list.
  • Conversely, select a widget's row from the Active Widgets list and click Delete to remove it.
  • Click Save after all changes are made to update the GUI.



Available Widgets presented at the Enterprise and Call Center levels:

  • Monitor
  • Agents
  • Campaign Control
  • Agent Book

Available Widgets presented at the Service level:

  • Campaign Control
  • Service Monitor (Inbound Only)
  • Service Activity
  • Agents
  • Call Charts
  • Outcomes and Costs
  • Agent Book
  • State Breakdown

Customizing the Panels

The Voice Portal allows you to:

  • Resize Panels: Grabbing the bottom right-hand corner of the panel using the mouse allows users to make the visible area larger or smaller.



  • Collapse Panels: Clicking the left arrow in the upper right-hand corner of the panel shrinks the visible area to only a bar.  Re-expand the panel by clicking the arrow icon again.



  • Move Panels: Grabbing the top bar of the panel with the mouse allows users to change the location of the panel on the screen.  Panels can be stacked.



  • Customize Data Columns: A panel with the cog icon in the upper right-hand corner can have its columns customized.  Select the icon and choose which columns to include or exclude, their display order, and which column to use for sorting the data.



The customization of the displayed fields is not available in graphical view of Monitor and Agents panels. Clicking on the cog icon will prompt you with an alert message. For more information about graphical view, see Viewing Call Centers and Services.


Resetting GUI settings

  • To revert the panels to their original configuration select GUI Settings from user drop down menu.
  • Select the Reset GUI Settings button.



  • A message will prompt you to refresh the page to complete resetting all GUI settings.
  • A message will prompt the GUI settings have been successfully restored.


To reset the GUI settings on the Agent Queue Page see section on Agent Queue Page Navigation.