Page History

...

Dashboards and Panels

Dashboard Menu

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

...

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

• Delete the selected dashboard (): 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.

  
  

Designing a Dashboard and Panel

To display a dashboard on a screen for you or others to see (that is, to use a dashboard as a Wallboard), besides creating a dashboard, 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.

...

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. 
   
   

   Tip
   You can modify the font size and the frame color for the panel by using .

   
   

   Info

   The default view of the panel is a grid (with rows and columns). You can, however, change the view. For more information, see the Panel Views section. The names of the tabs that appear in the Editor window depend on the view. For example, for the grid view, the Rows and Columns tabs appear, whereas, for the bar chart view, the Bars and Topic tabs appear. For more information, see the Panel Views section.

   
   

   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.
   

   Tip
   To filter the parameters based on a name, in the Filter by label box, enter the name. To select all the parameters at once, select the checkbox next to the subject. To view only the selected parameters, click the Filter options icon (), and then select the Show selected only checkbox.

   
   

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.
   

   Tip
   If you selected the Historical stats statistic type, the Interval menu appears, from which you can select one of the following periods for historical statistics: Custom interval (a period that you want) Day so far Last two hours Last hour Last 30 minutes Last 15 minutes

   
   

   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.

   
   

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

   Tip
   To filter the parameters based on a name, in the Filter by label box, enter the name. To select all the parameters at once, select the checkbox next to the statistic type. To view only the selected parameters, click the Filter options icon (), and then select the Show selected only checkbox.

   
   

10. If you want the statistics for the selected parameters to be sorted in ascending or descending order:
    

    Expand

    On the Sort By menu, click the Add a new sort criterion icon (). Double-click the Sort by cell. A list of selected parameters appears. Select the parameter whose statistics you want to be sorted in ascending or descending order, and then select the option in the ASC or DESC column as required. Tip You can add multiple sort criteria by using . You can modify the order of sorting by using the drag-and-drop operation within the table. You can delete a sort criterion by using the Delete the selected criterion icon ().

    
    

11. If you want to define the service-level agreement (SLA) values (limitsSLAs) for the applicable parameters (based on which warnings and alerts are displayed):
    

    Info
    For information about SLAs, see the SLAs section.

    
    

    Expand

    Click the SLA tab. A table with the selected statistic parameters appears. In the row rows displaying the parameters for which you want to define SLA valuesSLAs, in the Too low and Too high columns: Double-click the Violation cell, specify values in the Violation and Warning subcolumns and then specify a value. Double-click the Warning cell, and then specify a value. If you want the SLA values SLAs that you have defined for a parameter to take precedence (that is, panel-level SLAs) to take precedence over the default SLA values SLAs, select the Override checkbox in the row displaying that parameter.

    
    

12. Click Apply.
    A preview of your changes appears next to the Editor window.

13. In the preview pane, click .
    The Percentages option appears.
    

    Info
    For the pie chart view, the Display mode option also appears hovering over which displays the following options: Labels only: Displays a label for each pie of the chart next to the pie. Legend only: Displays a section describing each pie of the chart outside the chart.   Labels & legend: Displays both labels and legend.

    
    

14. Hover over the Percentages option, and then select one of the following options:
    • Percentages only: Displays the statistics in percentages.
    • Values only: Displays the statistics in values. 

    • Values & Percentages: Displays the statistics in both values and percentages.
      

      Tip
      You can revert all your changes (before you save them) by using clicking the Undo pending edits icon ().

      
      

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

Panel Views

When designing a panel, you can specify the view in which you want the panel to appear on the dashboard.

...

Viewing a Dashboard and its Panels

To view a dashboard and its panels:

...

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:

...

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

• Delete the selected panel (): 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.

  
  

SLAs

Overview

A service-level agreement (SLA) defines the level of service that you want to provide to your customers. Defining an SLA involves specifying the threshold values (limits) for the applicable statistic parameters.

You can define SLAs for the applicable parameters so that you are notified through alerts when a limit is exceeded. Wallboard provides the following types of SLAs:

• Default SLAs: Also called client SLAs, these SLAs apply to each dashboard and each user of the dashboard. Default SLAs can be defined only for real-time statistics.

• Panel-Level SLAs: These SLAs are specific to a panel on a dashboard. When you design a panel, you can define SLAs for historical or real-time statistics. However, for a parameter, the default SLAs take precedence over the panel-level SLAs unless you select the Override checkbox for the parameter when defining its panel-level SLA. 

  Info
  For information about how to define panel-level SLAs, see the Designing a Dashboard and Panel section (Step 11).

  
  

How SLA Violations are Indicated

When an SLA is violated (that is, when a statistic parameter exceeds the specified limits):

• A notification indicating in which panel the violation has occurred appears on the dashboard.
  Image Added
• A flashing banner appears in the panel in which the violation occurred. The panel in which the violation occurred displays the problematic values depending on the format of the panel.
  Image Added
• A sound (alarm) is played for a short period of time.

If an SLA is set and the current value is -20% of that limit, the label of the value becomes orange

Grids show the problematic cell with red fonts:

As do pie-charts (for both the labels and legends):

When a panel is not open and a SLA is violated a pop-up box will display.

Speedometers place their needle in the red sector:

The three sectors are defined based on the SLA limit set (orange sector begins when the 80% of the limit is reached, and the red sector goes up to 20% above the limit).

Bar/column charts are a bit more particular. They represent the value of the SLA limit set of each statistic as a “shadow bar”. Once the value of the statistic surpasses the limit, the bar becomes red from that point forward:

The "Not ready" state has been broken down into reasons, so that different SLAs can be set for each of the reasons (e.g., 1 hour for "Lunch", and 15 minutes for "Break").

Default SLAs Versus Panel-Level SLAs

The following table describes the logic that determines which SLA limit is applicable for a given statistic parameter based on the Override checkbox, which appears when you define panel-level SLAs.

Defining Default SLAs

To define default SLAs:

1. Click Image Added.
   The Default SLA and Preferences tabs appear.
2. On the Default SLA tab, in the rows displaying the statistic parameters for which you want to define default SLAs, as required, in the Too low and Too high columns:
   1. Double-click the Violation cell, and then specify a value.

   2. Double-click the Warningcell, and then specify a value.
      Image Added
      

      Tip
      You can revert all your changes (before you save them) by clicking the Undo client SLA changes icon (Image Added).

      
      

3. Click the Save client SLA changes icon (Image Added).
   Default SLAs are saved.

Supervisor Agent State Change

...