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Configuring Dashboards and Panels

Dashboard Menu

The Dashboard drop-down menu  menu contains a table that displays a list of all dashboards, which are grouped into the following types of dashboards:

• Personal: Represents  Represents a dashboard that only you can access.
• Shared: Represents  Represents a dashboard that any user can access.

• LiveVox: Represents  Represents a dashboard (template) that is configured by LiveVox that you can run. 
  

  Info
  You can copy a LiveVox dashboard and then modify it as needed (for example, retain only the contact centers, services, or statistics that you want).

  
  

The Dashboard menu also contains options that enable you to create, rename, modify, copy, and delete a dashboard and define which dashboard must be displayed when you log on to Wallboard.
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table contains the following columns:

• Dashboard: Indicates the name of a dashboard.

• Type: Indicates the type of a dashboard (personal, shared, or template). 

  Info
  To change the type of a dashboard to personal (only you can access) or shared (any user can access), on the Dashboard menu, double-click the value, and then, as required, change the value to PERSONAL or SHARED.

  
  

• Default: Indicates if a dashboard is displayed by default when you log on to Wallboard. 

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  To display a dashboard by default when you log on to Wallboard, select the option in the Default column.

  
  

The table also contains the following icons:

• Create a new dashboard (Image Added): Enables you to create a dashboard.
• Rename the selected dashboard (Image Added): Enables you to rename a dashboard.
• Duplicate the selected dashboard (Image Added): Enables you to copy a dashboard.

• Delete the selected dashboard (Image Added): Enables you to delete a dashboard.
  

  Note
  Before you can rename, copy, or delete a dashboard, you must select the dashboard on the Dashboard menu.

  
  

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Designing a Dashboard 

To display a dashboard on a screen for you or others to see (that is, to use a dashboard as a Wallboard), you must configure the panels of the dashboard such that they can be easily viewed by the intended users (for example, agents or managers) at the intended places (for example, call centers). Such configuration also involves defining the font size and panel color as appropriate.

The following procedure describes how to create a dashboard and design its panel at the same time. You can, however, design a panel for a dashboard anytime.

To create a dashboard and design its panel:

1. On the Dashboard menu, click Create a new dashboard icon ().
   The New dashboard row appears in the Personal section.

   Info
   You can change the type of dashboard (shared or personal) anytime.

   A dashboard is created.

2. Specify a name for the dashboard, and then click anywhere.

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   You can rename the dashboard anytime.

   The New panel window appears.

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   You can rename the panel anytime.

   
   

3. Click the Edit this panel icon ().
   The Editor window appears. 

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   You can modify the font size and the frame color for the panel by using . The default view of the panel is a grid (with rows and columns). You can, however, change the view.

   
   

   Note
   The following steps in this procedure assume that you have retained the default view (Grid).

   
   

4. On the Rows tab, click .
   The following options (subjects) appear:
   
   • Agencies, call centers and services
   • Agents
5. Select the option subject for which you want to display the metrics on the panel.
   Parameters related to the selected option subject appear, each displaying a checkbox.

6. Select the checkbox next to each parameter for which you want to display the metrics on the panel.

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   To select all the parameters at once, select the checkbox next to the optionsubject.

   
   

7. On the Columns tab, click .
   The following options (statistics) appear:
   
   • Historical stats: Statistics for the last two hours.
   • Real-time context: Statistics in real time.

8. Select the option for statistic for which you want to display the parameters on the panel.
   Parameters related to the selected option statistic appear, each displaying a checkbox.

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   To learn about a parameter, hover over it.

   
   

9. Select the checkbox next to each parameter for which you want to display the metrics on the panel.

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   To select all the parameters at once, select the checkbox next to the optionstatistic.

   
   

10. If you want to define the service-level agreement (SLA) values for the applicable parameters (based on which warnings and alerts are displayed):
    1. Click the SLA tab
       A table with the selected statistic parameters appears.
       
    2. In the row displaying the parameters for which you want to define SLA values, in the Too low and Too high columns, specify values in the Violation and Warning subcolumns.
    3. If you want the SLA values that you have defined for a parameter to take precendence precedence over the default SLA values, select the Override checkbox in the row displaying that paramaterparameter.

11. Click Apply.
    A preview of your changes appears in the New Panel window.

    Info
    If a chart was displayed in the New Panel window, it is updated to reflect the SLA limits that you specified. You can display the values in the panel as one of the following by using : Percentages only Values and percentages Values only You can revert all your changes (before you save them) by using the Undo pending edits icon ().

    
    

12. Click the Save changes icon ().
    Your changes are saved.

Modifying a Dashboard

Renaming

To rename a dashboard, on the Dashboard menu, use the Rename the selected dashboard icon (Image Removed).

Changing the Type

To change the type of a dashboard to personal (only you can access) or shared (any user can access), on the Dashboard menu, in the Type column of the row displaying the dashboard, double-click the value, and then, as required, change the value to PERSONAL or SHARED.

Setting to Default

To display a dashboard by default when you log on to Wallboard, on the Dashboard menu, use the option in the Default column.

Copying

To copy a dashboard, on the Dashboard menu, use the Duplicate the selected dashboard icon (Image Removed).

Deleting

To delete a dashboard, on the Dashboard menu, use the Delete the selected dashboard icon (Image Removed).

Panel Menu

The Panel menu contains a table of all panels for the dashboard that you have selected on the Dashboard menu. The panels are grouped into the following categories:

• Upper area: Represents a panel that appears in the upper area of a screen.
• Middle area: Represents a panel that appears in the middle area of a screen.
• Lower area: Represents a panel that appears in the lower area of a screen.

The table contains the following columns:

• Panel: Indicates the name of a panel.
• Type: Indicates the type of view for a panel (for example, grid or array).
• Subject: Indicates the subject used for the panel (for example, agents or services).
• Statistics: Indicates the statistics used for the panel (for example, historical or real-time).
• Interval: Indicates the interval used for the panel (for example, day so far).
• Sort: Indicates the type of sorting used for the entries in the panel.

The table also contains the following icons:

• Add a panel to the selected dashboard (Image Added): Enables you to create a panel for the dashboard that you have selected on the Dashboard menu.
• Rename the selected panel (Image Added): Enables you to rename a panel.
• Duplicate the selected panel (Image Added): Enables you to copy a panel.

• Delete the selected panel (Image Added): Enables you to delete a panel.
  

  Note
  Before you can rename, copy, or delete a panel, you must select the panel on the Panel menu.

  
  

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Report Type

Sorting

SLA

Supervisor Agent State Change

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