Engage Voice | Adding widgets
As we discussed in Intro to Real-Time reporting, dashboards allow you to see your system data in the moment. Here we’ll discuss the process of adding widgets to your first dashboard. In the final two sections of this article, we’ll also discuss some other options you have after you’ve added one or more widgets.
Real-Time dashboards display real-time data in widgets that you add and configure. You can learn what’s going on right now with agents, dial groups, campaigns, queues, and more. All you have to do is glance at the widgets you’ve added to your dashboards.
Keep in mind that you can create multiple dashboards if you want your widgets organized into different groups. You can learn more about how to use your dashboards by reading Using dashboards.
How to add widgets
Adding a widget to the dashboard is fast and easy. However, keep in mind that you might want to configure your widgets before you start using them to analyze data. The instructions below only explain how to add a widget.
When you are ready to add a widget, follow these steps:
1. Click on the Analytics app icon upon log in. You’ll be directed to Real-Time dashboards
2. Enter a name for your dashboard in the Dashboard Name field
3. Click on the white Add Widget button to reveal the Select A Widget to Add window
4. Click on the category of widget you’d like to choose from
5. Click on the blue Add Widget button to choose the specific widget you want to add (Note that some categories have more than one widget to choose from)
6. Repeat steps 3-5 if you want to add additional widgets to your dashboard
7. Click the blue Save button to save your new widget(s) to your dashboard
Now that you’ve added at least one widget to your dashboard, you may want to start configuring. If so, you can read Configuring pre-built widgets and/or Configuring custom widgets.
Editing and adjusting widgets on the dashboard
After adding widgets and saving them to your dashboard, you can always go back and add more widgets by clicking the blue Edit widgets button. Doing this will reveal the Add Widget and Save buttons. You can use these buttons to add additional widgets and then save your changes.
Clicking on the Edit widgets button also transforms the three-dot menu in the upper right-hand corner of each widget into a trash icon. You can use the trash icon to delete widgets.
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After adding widgets to the dashboard, you may also want to adjust the size of your widgets. To do this, you first have to click the Edit widgets button. After you’ve done that, you’ll be able to resize your widgets by clicking and dragging. All you have to do is hover over the triangular tabs at each corner or the blue borders on each side until you see an arrow. Then click and drag to make it wider or narrower, longer, or shorter.
When you're happy with the appearance of the widgets on your dashboard, click Save.
Additional options in the three-dot menu
After you’ve added at least one widget to your dashboard and saved your changes, you can access the three-dot menu located in the top right-hand corner of each widget.
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When you click on the three-dot menu, you will see the options below:
- Save Settings: This option saves any changes you have made to the display settings located at the bottom of each widget. The settings you will see depend on which widget you are using
- Configure Widget: This option takes you to the configuration settings for a widget. You can learn more about how to configure widgets by reading the articles linked in the How to add widgets section above
- Duplicate Widget: This option creates another identical widget. When you choose this option, the duplicate widget will appear below your last widget on the bottom
- Configure Rules: This option reveals the Configure Rules modal window and allows you to create rules and alerts based on data
- Refresh: This option refreshes your widget and ensures you are seeing the most current data
- Popout: This option opens a popout window in which you can view your dashboard
- Remove: This option allows you to delete a widget
Working with the Gear icon
Aside from the three-dot menu mentioned above, you will also see the gear icon when you have added a widget. The gear icon lets you change how data is displayed and presented, or assign agents to different queues or dial groups. Access it by first saving your dashboard, then clicking on the gear icon on the lower right corner of the widget.
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When you click on the gear icon, you will see the following options:
- View chart or view table: You can choose whether to see the widget data as a chart or a table
- Re-assign Agent Queues or Re-assign Dial Groups: Inbound, Outbound, and Agent widgets provide context-sensitive options to reassign agents to different queues or dial groups
- Freeze: Select this option to Freeze or Stream the presented data
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