Using the Dashboard

This section describes how to view dashboard information, how to select what information to display, and how the Map works.

Role-based access and permissions control what you can see and do in each Contact Center Advisor (CCAdv) and Workforce Advisor (WA) view.  For more information about this topic, see  Role-Based Access and Permissions.

This section contains the following topics:

• Viewing contact data
  • Contact Center Advisor: Contact Centers Pane
  • Contact Center Advisor: Applications and Agent Groups Panes
  • Workforce Advisor: Contact Centers Pane
  • Workforce Advisor: Contact Groups and Agent Groups Panes
• Metric graphing
  • Metric Graphing Overview
  • Metric Graphing Window
  • Reading the Graph
  • Graphing Metrics and Time Profiles
  • Saved and Discarded Graphing Data
  • Selecting a Portion of Data in the Metric Graphing Window
• Alerts
  • Viewing the Alerts
  • Alerts in the Map
    • Common Map Views and Functionality
    • Contact Center Advisor Map
    • Workforce Advisor Map
  • Scrolling and Resizing the Views
  • Alerts Window Attributes

• Customizing the dashboard
  • Column Chooser
  • Metrics Library
• General usage guidelines
  • Usage Guidelines
• Accessibility