...
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.
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.
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).
- On the Rows tab, click
.
The following options (subjects) appear:- Agencies, call centers and services
Agents
- 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. 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.
- 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.
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.
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.
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 (
).
- You can add multiple sort criteria by using
- On the Sort By menu, click the Add a new sort criterion icon (
If you want to define the service-level agreement values (SLAs) for the applicable parameters (based on which 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 rows displaying the parameters for which you want to define SLAs, in the Too low and Too high columns:
- Double-click the Violation cell, and then specify a value.
- Double-click the Warning cell, and then specify a value.
If you want the SLAs that you have defined for a parameter (that is, panel-level SLAs) to take precedence over the default SLAs, select the Override checkbox in the row displaying that parameter.
- Click the SLA tab.
Click Apply.
A preview of your changes appears next to the Editor window.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.
- 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 clicking the Undo pending edits icon ( 
).
Click the Save changes icon (
).
Your changes are saved.Warning If you modify the panel and click the Undo pending edits icon (
), all the changes made to the panel until the current time—including those that were earlier saved by using the Save changes icon ()—are lost.
| Tip |
|---|
To create another panel for the dashboard, on the Panel menu, use the Add a panel to the selected dashboard icon ( |
...
The following table contains the names of the tabs that appear in the Editor window for a panel for each view.
| View | Tabs |
|---|---|
| Array (horizontal) | Topic, Tiles |
| Array (vertical) | |
| Bar chart | Bars, Topic |
| Column chart | |
| Grid | Rows, Columns |
| Pie chart | Pie wedges, Topic |
| Speedometer | Topic, Measure |
| Sunburst chart | Sunburst wedges, Topic |
| Tip |
|---|
In For the bar, column, pie, and sunburst charts, in the Editor window, you can select the colors for the bar, column, pie, and sunburst charts following types of colors by using the Colors menu:
|
Viewing a Dashboard and its Panels
...
| Tip |
|---|
|
...
When an SLA is violated (that is, when a statistic parameter exceeds the specified limits):
- A sound (alarm) is played briefly.
- A notification indicating in which panel the violation has occurred appears on the dashboard.
A flashing banner appears in the panel in which the violation has occurred.
The panel in which the violation occurred displays the problematic values depending on the format of the panel.
- 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.
Depending on the panel view (for example, grid or pie chart), the panel in which the violation occurred highlights the problematic values in red.
Info In a panel displaying a speedometer, the chart is divided into three sectors based on SLAs. The needle that appears in the speedometer indicates if the SLAs are violated. The sectors are displayed in the following colors:
- Green: This sector ends at 80% of the SLA limit. A needle in this sector indicates that no violation has occurred or is likely to occur.
- Orange: This sector begins at 80% of the SLA limit. A needle in this sector indicates that a violation is likely to occur.
- Red: This sector ends at 20% of the SLA limit. A needle in this sector indicates that a violation has occurred.
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.
| Panel-Level SLA | Override | Applicable SLA Limit | Note |
|---|---|---|---|
| Value (other than None) | Yes | Panel-level SLA | To be used if |
| Panel-Level SLA | Override | Applicable SLA Limit | Note |
| Value (other than None) | Yes | Panel-level SLA | To be used if you want the panel-level SLA limits to be applied to the parameter. |
| None | Yes | None | To be used if you do not want any SLA limits to be applied to the parameter. |
| Any value | No | Default SLA (if any) | To be used if you want the default SLA limits to be applied to the parameter while ensuring that the panel-level SLA limits are not deleted. |
...
- Click
.
The Default SLA and Preferences tabs appear. - 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:
- Double-click the Violation cell, and then specify a value.
Double-click the WarningWarning cell, and then specify a value.
Info The Not ready duration statistic parameter is split to accommodate the reasons for an agent to not be in the Ready state. You can specify different SLAs for each of them as appropriate (for example, one hour for lunch or 15 minutes for break, as represented in the following image).
Tip You can revert all
Tip You can revert all your changes (before you save them) by clicking the Undo client SLA changes icon (
).
- Click the Save client SLA changes icon (
).
Default SLAs are saved.
...
Changing Agent
...
States
As a manager, you can change the state of your agents through the dashboard panels that display agent real-time statistics in a grid containing the State column. In addition, you can log your agents out. The state of only those agents who are in the Not Ready, Ready, or Wrap Up state can be changed. Before doing so, you can also send them a message.
To change the state of your agents:
- On the dashboard, in the panel, click .
The Plugins option displaying the Change agent state option appears.
- Select the Change agent state option.
A checkbox appears next to the name of each agent in the Agent column. - Select the checkbox next to the name of each agent whose state you want to change, and then, as required, click Force Ready, Force Not Ready, or Force Logoff.
The Info window appears. - If you want to send a message to the agents before changing their state, enter a message in the window.
- Click OK.
The state of the agents is changed, and their updated state appears in the State column. If you logged the agents out, their names no longer appear in the grid.
Chatting with Agents
As a manager, you can chat with your agents individually or cumulatively. To chat with your agents:
- On the dashboard, in the panel, click .
The Plugins option displaying the Chat option appears. - Select the Chat option.
A checkbox appears next to the name of each agent in the Agent column. - Select the checkbox next to the name of each agent with whom you want to chat.
- In the Chat to section, click the Choose the agent you wish to chat with icon (
) .
A list of the selected agents, along with the option All, appears. - If you want to chat with all the selected agents at once, select the All option. Otherwise, select the name of the agent with whom you want to chat.
- Enter your message to the agents, and then click Send.
When the agent responds, the messages they sent will be appended to the conversation:
If you happen to be chatting with another agent and you receive a message, you'll get a visual notification in the place where the "agents" button is. If you click the button, you will see which chats have unread messages:
If you open the chat with unread messages, you'll be able to read those.
...
Statistics
The following table describes the statistic parameters (reporting elements) used on the panels.
...