Using the Dashboard

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

Important

Starting in Advisors release 8.5.1, you can open Advisors dashboards in Microsoft Internet Explorer, Google Chrome, or Mozilla Firefox. If you open multiple Advisors sessions simultaneously, ensure you use one type of browser. For example, if you are running Contact Center Advisor in Google Chrome, and you want to open another Contact Center Advisor session or a Workforce Advisor session in another browser window, then that browser must also be Chrome.

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