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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.

   Info
   You can rename the dashboard anytime.

   The New panel window appears.

   Info
   You can rename the panel anytime.

   
   

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

   Info
   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 subject for which you want to display the metrics on the panel.
   Parameters related to the selected 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.

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

   
   

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

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

   Info
   To learn about a parameter, hover over it. For more information about the parameters, see the Statistics section. Some parameters appear in a color other than black. The parameters that appear in the same color together represent a group (nuclear family). This group is used in the calculation of percentages in some panels of the dashboard. Image Added

   
   

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

   Info
   To select all the parameters at once, select the checkbox next to the statistic type.

   
   

10. If you want to define the service-level agreement (SLA) values (limits) 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 precedence over the default SLA values, select the Override checkbox in the row displaying that parameter.

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.

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