Engage Digital | Dashboards overview

Dashboards are convenient and easy to set up. Your dashboards allow you to organize the way you view your report widgets and KPI (Key Performance Indicator) widgets, both of which you can create using the drag-and-drop interface. Dashboards and Analytics Designer are advanced analytics tools available to you.
 
Keep in mind that you must first create your report widgets in Analytical Designer before you can add them to your dashboards. 
 
Reports 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 report 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.

Default Dashboards

The dashboard sidebar provides access to a number of default dashboards that provide major metrics:
  • Agent activity: These KPIs show activity for agents such as number of agents, interactions close rate, escalation rate, average handle time, and average first response time. Also shown are agent login utilization and occupancy indicators, and metrics for handle time distribution and channel type trends
  • Agent metrics: These KPIs show agent metrics such as average handle time, average first response time, and escalation rate, trends for these same metrics by day or hour, agent availability trends such as average state duration by day or hour. You can also view or download detailed agent activity stats
  • CSAT: These KPIs show average CSAT metrics, CSAT trends such as the average CSAT and escalation rate by day or hour, agent CSAT details. You can also view or download detailed CSAT statistics by agent
  • Channel metrics: These KPIs show average queue time metrics and average queue time by channel type, queue time trends such as the average queue time by day or hour. You can also view or download detailed statistics by channel
  • Dashboard: These KPIs show major metrics for the current day including the number of open interactions in the system, the number of interactions that have been created today, the number of interactions that have been closed today, as well as today's agent metrics

Components of Dashboards

When you navigate to Dashboards, a sidebar will load just to the right of the left-hand navigation bar. This sidebar contains all the dashboards you have configured and the dashboards preconfigured for you.
 
If you have a report 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 a report 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 three-dot menu to the far right. Beside the three-dot menu is the Edit button, which may be shown close to the dashboard name on the sidebar on smaller screens. 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.
Components of Dashboards
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.

Accessing Dashboards

After you log in, click on Analytics in the main menu. This will take you to the Analytics page, where you can find the Dashboard, several menu items for reports, and the advanced analytics tools, Dashboards and Analytical Designer in the left nav bar.
 
You can access Dashboards in the left nav bar.
Accessing Dashboards

Errors accessing Dashboards

You can see Dashboards in the left nav bar when your account has the 'Access to Advanced Analytics' and  'Manage Advanced Analytics' permissions. When you attempt to access Dashboards, you may encounter an error if the feature has not been properly configured, or if the system does not recognize a new agent. For the configuration of Dashboards in your domain, contact your customer success manager. 
 
The error messages that you may see when accessing Dashboards include:
  • ‘Error 500. Internal server error’: Indicates that the server encountered an internal error or misconfiguration and was unable to complete your request. Contact your CSM
  • ‘We are experiencing technical difficulties loading this page’: Indicates that the feature is unavailable because the URL for the feature is not configured. Contact your CSM
  • ‘Restricted access’: Indicates that the agent has been newly created in the past 15-20 minutes and the permissions are not yet recognized by the system
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