Dashboards in Historical Reporting are convenient and easy to set up. Your dashboards allow you to organize the way you view your insight widgets and KPI (Key Performance Indicator) widgets, both of which you can create using the drag-and-drop interface.
Keep in mind that you must first create your insight widgets in Analytical Designer before you can add them to your dashboards.
Insights and KPIs on your dashboard allow you to examine a clear visualization of how your contact center is performing in terms of important stats.
Say you want to pull up and display data about agent activity. A insight widget can allow you to see how much time agents are working, as opposed to just being available.
When you first add widgets, you have by default already created your first dashboard. You can also have as many widgets and dashboards as you need.
Components of Dashboards
When you navigate to Dashboards via Historical Reporting, a grey sidebar will load just to the right of the left-hand navigation bar. This grey sidebar contains all the dashboards you have configured.
If you have an insight or KPI widget already configured into a dashboard, the first dashboard on the list will be the default to load. If you haven’t configured a widget to a dashboard, you will need to configure it first. To learn how to configure a widget, head on to Adding a saved insight.
Whether you configure an insight or KPI widget to a dashboard, the way those widgets will be placed on a dashboard will look quite similar to each other except for some minor details. The dashboard’s title will be on top, with a More icon to the far right. Beside the More icon is the Edit button. If you don’t see an Edit button, it means you’re not the creator of the dashboard or you don’t have permission to edit that particular dashboard.
In a dashboard canvas, you can group together widgets into sections so they display near each other. But as you add more widgets, you can create new widget sections in a single dashboard. Below the dashboard’s title are filters, and below the filters are the widget section titles. The Date range filter will be assigned to every dashboard by default, but you can add more filters in the dashboard canvas. A date range filter lets you specify a range of time periods you want your data filtered by. More on this later.
After you log in, click on the Analytics app represented by a line and bar graph icon. This will take you to the Analytics app page, where you can find Real Time, Scheduled Reports, and Historical Reporting in the left nav bar.
You can access Dashboards via Historical Reporting in the left nav bar.
If you’re coming from either the Agent or the Admin app pages, click on the app switcher located on the upper right and select the Analytics icon.