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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 to shared or personal anytime. For information about how to do so, see the Dashboard Menu section.

   A dashboard is created.

2. Enter a name for the dashboard, and then close the Dashboard menu.

   Info
   You can rename the dashboard anytime. For information about how to do so, see the Dashboard Menu section.

   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 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.  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.
   

   Tip
   To view the checkboxes, expand the parameters.

   
   

6. Select the checkbox next to each parameter for which you want to display the data 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: Past statistics for the current day (for example, last two hours or until the current time).
   • 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

   To view the checkboxes, expand the parameters. 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 (a period starting from the time that the current day began until the current time) 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 (other than black) together represent a group, which 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 data 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 data for the selected parameters to be sorted in ascending or descending order:
    

    Expand
    title Sorting
    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 data you want to be sorted in ascending or descending order, and then, as required, select the option in the ASC (ascending) or DESC (descending) column. 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 values (SLAs) for the applicable parameters (based on which alerts are displayed) for the panel:
    

    Expand
    title Defining Panel-Level SLAs
    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, as required, in the Too low and Too high columns: Double-click the Violation cell, and then enter a value. Double-click the Warning cell, and then enter a value. If you want the SLAs that you have defined for a parameter to take precedence over the default SLAs, select the Override checkbox in the row displaying that parameter. Info For information about SLAs, see the SLAs section. Click . The Abandon threshold field appears. Info Abandon threshold refers to the time period beyond which a call is considered abandoned . This only occurs if when disconnected by a customer abandons a call . This value is represented in seconds. By default, the Abandon threshold field displays the Default value, which refers to the abandon threshold set for all dashboards (global preference). For more information, see the Defining Default Abandon Threshold section. Select a value in the field.

    
    

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 data on the panel in percentages.
    • Values only: Displays the data on the panel in values. 

    • Values & Percentages: Displays the data on the panel in both values and percentages.
      

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

      
      

15. 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.

    
    

    
    

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1. On the toolbar, click .
   The Default SLA tab appears.
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 enter a value.

   2. Double-click the Warning cell, and then enter 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 your changes (before you save them) by using the Undo client SLA changes icon (). You can refresh the tab (to see the latest values) by using the Click to get the last client SLA icon ().

      
      

3. Click the Save client SLA changes icon ().Changing Agent States 
   Default SLAs are saved.

Defining Default Abandon Threshold

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