You can manage the view on the Voice Monitor Dashboard as required.

Configuring Widgets

You can select the widgets to be displayed on the Voice Monitor Dashboard. To configure these widgets:

  1. On the  Voice Monitor Dashboard, click the  GUI Settings  icon. The  Voice Dashboard Settings  window is displayed.

  2. In the Configuration  tab, under the  Dashboard Configurator  section:
    1. In the Level  field, select the level (enterprise, call center, or service) for which you want to configure the settings.
      The Available Widgets  section displays the widgets that are applicable to the level that you selected.
    2. In the Type  field, select the type of call direction (outbound, inbound, or blended) to view the list of widgets configured for the selected Type.
      The  Active Widgets  section displays the widgets that currently appear on the voice monitor dashboard for the level and type that you selected. 
    3. In the Available Widgets section, use the arrows to view the available widgets. The Preview section displays the widgets.
    4. Select the widget you want to add to the dashboard and click Add.

    5. In the Add Widget  window, specify the Title  and select the Type from the drop-down list.
    6. Click OK.

  3. Click  Save.

    To delete a widget from the dashboard, select the widget from the  Active Widgets  section and click  .

Arranging the Widgets

To change the position of a widget within the Voice Monitor Dashboard, drag the widget to the required position using drag icon .

Customizing a Widget Table

You can display widgets on the Voice Monitor Dashboard (such as, Agents, Campaigns, Hold Queue, and Monitor) in a tabular format. You can customize the table to display only the columns you want in the order you want, in addition to specifying the column by which you want the rows to be sorted.

  • For information about how to access the Voice Monitor Dashboard for a given level, see the Monitoring Statistics and Metrics.
  • The tabular format appears when you click the Flip to Table View icon  on a widget.

To customize a table:

  1. On the Voice Monitor Dashboard, in the tabular format of the widget, click the Customize Columns icon .
    The Customize Columns window appears.

  2. Select the checkboxes next to the columns that you want to be displayed in the table.

    To display all the columns, select the Select All checkbox.

     

  3. Clear the checkboxes next to the columns that you do not want to be displayed.

    You cannot clear the checkboxes next to the columns that are required to be displayed in the table.

     

  4. Click the up or down arrow to change the order of the columns based on how you want them to be displayed in the table.
  5. In the Sort Order field, select the column based on how you want to order the rows in the table.
  6. If you want the rows in the table to be displayed in ascending order, select the Ascending checkbox.
  7. If you want the rows in the table to be displayed in descending order, clear the Ascending checkbox. 
  8. Click Ok.
    You have customized the table. 

Viewing Multiple Widgets

You can view multiple widgets on the Voice Monitor Dashboard by adding as many widgets as you want. For more information, see Monitoring Multiple Agents.