Jump to: navigation, search

Create a Dashboard

You already know how to run reports, but now you want a quick visual representation on a dashboard to for an at-a-glance representation to meet your business needs. Let's work through a use-case so you can see an example of how it can be done.

You decide that you want to create a dashboard that shows a visualization of data in the Agent Statistics and Agent Utilization Reports.

Using the steps below, you can create a new dashboard using the following data for an Agent for each Day:

  • Agent Calls for each Requested Skill
  • Busy, Ready, Not Ready, and ACW Time
  • Agent Calls received every hour

Once you have imported the desired reports in the dashboard, you can create custom visualizations.

Add a Pie chart

1

Let's begin by adding a Pie chart to the dashboard.

  1. To begin , click the Select a Visualization icon.

  2. Click the Pie Chart icon.

  3. Click the Pie icon to select the visualization. Some metrics and attributes may already be set in the properties.

  4. Click Show, Properties in the toolbar to update the displayed data.

  5. In Properties, click the Data Labels drop-down and select Show Values.

  6. Once you have made the desired changes, click the X icon to close the properties.

Now you have added a Pie chart to your dashboard.

Add a Bar chart

1

Next you can add a Bar chart to the dashboard.

  1. Click the Add Visualization icon in the toolbar.

  2. Click the Select a Visualization icon.

  3. Click the Bar Chart icon.

  4. Click the Vertical Bar - Clustered to select the visualization.

  5. To remove Agent Calls from the vertical axis click the X icon.

  6. Click the Dataset Objects drop-down and select Agent Utilization report.

  7. Click the ACW Duration, Busy Duration, and Not Ready Duration metrics to move them to the vertical axis.

Now you have added both a Bar and Pie chart to your dashboard.

Add a Line chart

1

Finally, let's add a Line chart to the dashboard.

  1. Click the Add Visualization icon in the toolbar.

  2. Click the Select a Visualization icon.

  3. Click the Line icon.

  4. Click the Vertical Line - Absolute icon.

  5. To remove ACW Duration from the vertical axis click the X icon.

  6. Click the Hour metric to drag it out to the graph.

  7. To remove Week of the Year metric click the X icon.

  8. Click the Dataset Objects drop-down and select Agent Statistics report.

  9. Click the Agent Calls metric to drag it out to the graph.

Now you have added three charts to your dashboard.

Add or delete a layout

1

It's easy to add or delete a layout.

Add a layout

First, let's add a new layout.

  1. To begin, click the Vertical Bar - Dual Axis toolbar, This layout is named Daily Dashboard.

  2. Click the Add Layout button in the upper right corner.

Layout 1 is created.

Delete a layout

Now let's delete the layout you just created.

  1. To delete a layout, click the drop-down menu beside the layout name and select Delete.

Add a filter to a layout

1

Add a filter

You can add a filter on a layout to view specific details, such as information for a single agent.

  1. Click Show from the menu bar and select Filters.

  2. Click Agent metric to drag it into Filters.

  3. Click the drop-down next to Filters to edit the filter.

  4. Click the drop-down next to Agent to edit the filter, and click Display Style.

  5. Click Drop-Down.

  6. Click the Agent drop-down to select an agent to display.

You now see the data for the individual agent.

Remove a filter

Once you are finished viewing the filtered data, you can easily remove the filter.

  1. Click Clear Filter to remove the filter.

You can now see the data for all agents.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 3 October 2016, at 04:55.