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. When you select a Routing Mode dashboard, the Mode Type filter is preset to Routing Mode and should remain in this setting. Similarly for the Inbox Mode dashboards, the Mode Type filter should remain set to Inbox Mode.
  • Inbox Mode - Operational Dashboard: These KPIs show major metrics for the current day for agents working in Inbox mode, including number of open interactions in the system, number of interactions that have been created today, number of interactions that have been closed today, and average handle time, and average first response time. You can also view charts showing the distribution of interactions by initial categories, and agents with the lowest average handle time and average first response time in this dashboard.
  • Routing Mode - Operational Dashboard: These KPIs show major metrics for the current day for agents working in Routing mode, including number of open interactions in the system, number of interactions that have been created today, number of interactions that have been closed today, agent occupancy, average handle time, and average first response time. You can also view charts showing the distribution of interactions by initial categories, agents with the lowest average handle time, and average first response time in this dashboard.
  • Inbox Mode - Agent Activity: These KPIs show activity for agents working in the Inbox mode, such as the number of agents handling interactions, resolved interactions, reopen rate, escalation rate, average handle time, and average first response time. In this dashboard, you can view trends, including average handle time, average first response time, and escalation rate by day or hour. You can also view or download detailed agent activity stats here.
  • Routing Mode - Agent Activity: These KPIs show activity for agents working in the Routing mode, such as the number of agents handling interactions, interaction close rate, reopen rate, escalation rate, average handle time, and average first response time. Also shown are agent login utilization and occupancy indicators. In this dashboard, you can view trends such as average handle time and agent availability trends by day or hour. You can also view or download detailed agent activity stats here.
  • Queue Time: These KPIs show the average queue time for the agents and interactions in the selected time range. Average queue time is shown both considering and not considering business hours. You can drill down into daily values to see an hourly distribution of these same metrics segmented by channel type. You can also view or download detailed statistics by channel in this dashboard.
  • CSAT Score: These KPIs show average and minimum CSAT metrics and average CSAT for escalations. You can view CSAT trends such as the average CSAT and escalation rate by day or hour in this dashboard. You can also view or download detailed CSAT statistics by channel type or agent here.

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 More menu to the far right. Beside the More 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

Accessing localized Dashboards

You can access localized dashboard controls based on your user interface language. When you provision a user in your account, you can set the language using the Interface language setting, which you can edit for a user from the Agents configuration page. If this setting is not configured, the system will use the domain locale to set the language.

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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