Unified Analytics dashboards display insights from individual key performance indicators (KPIs). You can use the dashboards to perform activities, such as tracking changes to your key performance indicators (KPIs), setting email alerts, and viewing changes to KPIs in graphical form and so on. You can use KPIs to evaluate whether you have met your performance objectives. For example, you can use KPIs to track the total number of inbound calls and the average speed of answering those calls. 

To create a dashboard:

1. Create or add an insight. An insight represents an analytical view of your data such as total number of inbound calls per hour. You can create insights before creating a dashboard.
2. Add KPIs to the insight.
3. Add filters to view KPIs for a specific period.

Adding an Insight

Adding insights allows you to add measures and attributes (such as average handle time and contact account number) to support the insight.

To create an insight:

1. Go to the Analytics tab and click Add Dashboards. 
   An untitled dashboard appears. 
2. In the Untitled field, enter a name for the dashboard.
3. From the Drag to add pane, drag the insight and drop it in the right pane.

4. Add the insight using one of the following methods:

   • Drag and drop a new insight from the New Item section in the left pane. An untitled insight page appears.

     1. Drag and drop insights according to the measures you want to view on the dashboard and click Save.
   • Drag and drop an existing insight from the Saved Insights section in the left pane. An untitled insight page appears.
     1. Click Edit.
     2. Drag and drop an existing insight from the Saved Insights section in the left pane. An untitled insight page appears.
5. In the Untitled insight window, drag and drop the measures and attributes you want to see on the insight.
6. Click Save.

The dashboard main page is displayed and you can add KPIs to the dashboard.

Adding KPIs

You can add KPIs to your dashboard.

1. On the dashboard main page, drag and drop the KPI indicator icon: 
2. On the Configuration dialog box, select a KPI, for example, Total Inbound Calls.
3. Enter a name and description for the KPI.
4. To add more than one KPI, repeat the procedure.
5. Click Save & Publish.

Adding Filters

You can add filters to view KPIs for a specific period.

1. Click Edit on the dashboard.
2. Drag and drop the attribute filters by which you want to filter the data on the dashboard. For example, filter the data by date range.
3. After adding the required insights, KPIs, and attributes, click Save & Publish.