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Info:
Every dashboard, both default and custom, displays data from the current day only. Dashboard data is refreshed every night at midnight (local department time).

Overview

The dashboard presents you with a one-stop visual representation of key live metrics, and is the best way for team leaders and shift managers to oversee their teams.

In addition to monitoring agent performance, the dashboard also allows you to manage your team directly by setting statuses, updating ticket assignment limits and changing priority tags.

Getting There

To view and manage your dashboards, click the Dashboard icon in the left-hand menu of the agent view:

By default, this will open your personal performance dashboard, labelled My Performance.

My Performance Dashboard

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The My Performance dashboard is available to all agents in the workspace. It can be edited only by workspace admin users, and changes to this dashboard will affect all users in the workspace.

All agents have access to view their personal performance and statistics on the My Performance dashboard:

By default, this will present time worked, tickets currently being worked on and other KPIs useful for determining daily performance metrics, as well as information useful for prioritizing daily tasks like work and break times.

All data on the My Performance dashboard is for the currently logged-in user only and, like any other dashboard, is for the current day only.

The My Performance dashboard is a standard view across the workspace. Workspace admin users may edit this dashboard just like any other, and all changes will take affect workspace-wide.

Default Dashboards

All workspaces start with five default dashboards, in addition to the My Performance dashboard. These defaults allow managers and team leaders to get a full overview of their agents' performance and are a useful starting point for new workspaces.

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Tip:
Default dashboards can be removed to make space for more custom dashboards. For more information about creating a custom dashboard, click here.

Default dashboards can be edited and customized like any other dashboard, and we recommend starting by editing these defaults if you're not ready to make custom dashboards yet.

All default dashboards have a standard set of metrics and differ only in their primary data tables. The primary data tables for each default dashboard are as follows:

Mixed:

Global Dashboard Options

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Dashboard options are available to users with a team leader role or higher.

The top of the Dashboard page is where you can select other dashboards you have access to create new dashboards, filter dashboard widgets or add new widgets to the current dashboard.

For any dashboard, you can edit or make this dashboard full screen by selecting the menu button.

Select New Dashboard (or any named dashboard you wish to select) to leverage additional dashboards created.
Up to ten Dashboards can be created. Click Add Dashboard to create a new dashboard. New dashboards will be created with a default set of widgets. These default widgets are by and large agent-focused widgets used for time and ticket management. Examples include: Work/Break Time, Opened Ticket statistics, Tickets handled, User statuses, Open tickets by time, and more. New dashboards created appear to the left of Add Dashboard.

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New Dashboards should be provided with a unique name to differentiate them in the menu list at the top. By default any new dashboard created will be named "New dashboard", making it difficult to find your particular configuration.
**Filter ** allows you to filter results in the current dashboard selected. For busy agents this can help a great deal to focus efforts. For example, you can filter results in the dashboard by a particular department, communication protocol, user status, ticket type, or tag.
Add Widget allows you to select new widgets and add them to the current dashboard. Clicking will open the widget menu, allowing you to select from the full list of available widgets. For more information see Selecting Dashboard Widgets.

Visual Dashboard Configuration

Aside from creating new dashboards, adding widgets and filtering results, the dashboard widgets already added can also be manipulated.

You can position a selected widget anywhere on the dashboard by dragging and dropping anywhere within the workspace.

Each widget can also be increased or decreased in size. Hover the icon in the lower right corner to expand or shrink a selected widget. Click, hold and drag the selected corner to expand or shrink the widget to its desired size.

Each widget can be removed from the dashboard by right-clicking the menu icon in the top right, and selecting Delete.

Widgets can also be edited, again by right-clicking the menu icon and selecting the Edit option. The Edit menu can be slightly different for each widget. The options will depend on the widget.

As an example, Opened ticket statistics allows you to modify the max number of tickets displayed.