The Dashboard has an individual set of widgets displaying service / agent related KPIs or other related context.
Preconditions for Viewing / Editing Dashboards
- To View the Frontend and its Dashboards, the Web > Agent or Web Service role needs to be granted within Role Based Access - RBAC to either a Supervisor or Agent user. Different Dashboard Widgets are made available based on the role given.
- Only a System Administrator or the current board owner can edit Dashboard properties. You can change ownership as described in the Dashboard Properties → Ownership chapters.
- Supervisors additionally can set a board to "Public" to the designated Organization Unit. This is also configured is also set in the Dashboard Properties.
Choose any Dashboard where you have edit permissions and select " Edit Dashboard " to enable Edit Mode → An "Add Widget" sidebar is shown where you can add widgets or configure existing ones.
If the "Add Widget" Sidebar does not open, your Dashboard already has widgets shown. In this case, open the Dashboard, click on "Edit Dashboard" → "Add Widget"
Widget availability per Role
The widget availability is determined per user according to the Role Based Access - RBAC (RBAC column: "Web") permissions, granted by an role administrator.
The following table describes each widget's availability and purpose.
|RBAC User Group Permissions ►||Supervisor||Agent|
|Agent Performance Tabular||Shows agent performance information for the selected Agents in a tabular view.|
|Agent States Chart: <Aggregation>||Shows agent states for the selected Agents in a chart format.|
|Agent States Tabular||Shows agent states for the selected Agents in a tabular view.|
|Current Date and Time||Show the current Date and/or Time in analog/digital design.|
|Embedded Web Page|
Shows external Web Content in an iFrame
Some websites disallow embedding in their header, usually with HTML like
In such cases there will be no website shown in the widget.
|Markdown||Acts as display for formatted content, e.g. Headings, Text and Pictures.|
|Organization Unit Service KPI Tabular||Shows service KPI's per Organization Unit in a tabular view.|
|Service KPI||Shows specific service KPI's for the selected services.|
|Service KPI Chart||Shows service KPI's per Service in a chart format.|
|Service KPI Tabular||Shows service KPI's per Service in a tabular view.|
- The Administration Role "Web" will see all available widgets listed above.
- Contents in the widgets depend on the Dashboards Organization Unit. (OU) The data is shown based on inheritance rules:
- Users with "System" level permissions will see all data and details in a Widget
- Users with a sub-OU will see the widgets but only with data in respect to their OU (or aggregated if part part of multiple OUs)
- If a Dashboard contains widgets that would normally not be available to the user (e.g. an Agent seeing a Dashboard with "Service"-centric KPI Widgets, no content will be shown to that user.
While in Dashboard "Edit Mode" you can customize existing widgets and access further options via the widget controls.
Widgets are organized in a Grid-Section. To move a widget, simply click and drag the "move-handle"icon to a destination. → Other widgets will move out of the way to make room for your widget.
You can adjust widget size and contents in the Widget Details.
Widget Details and Properties
To edit any widget, click on the "Edit" button→ A sidebar with "Widget Details" will open, showing various properties to configure(depending on the type of widget).
Allows the criteria / type of data that the chart should display:
Maximum amount of aggregation items (e.g. different not ready reasons) allowed to be shown on the chart.
Think of this as a "Top 5, 10, 20, 50" limitation to reduce clutter in a huge pie chart and focus on the highest values instead.
Used as thumbnail image for the Dashboard in the Dashboard overview (right after after login).
Useful to distinguish boards e.g. by Department, Function or other color coding when there are multiple "public" Dashboards available.
Add or remove extra columns.
The full header text ts shown on mouse over.
By clicking you can sort entries by this column, signaled via Arrow Icon.
Predefined percentage slider for scaling fonts and elements. You can also enter values manually. Current max scaling: 400%
Note that this adds up to the scaling / zoom level defined in your browser, so individual widgets using a large scaling values may appear vastly out of proportion.
Narrow down by Agents currently using either Duty Profiles:
Agents may select the Duty Profile via Agent Assistant → Subscribe to a Service & System Status
Narrow down existing entries according to criteria you specified
The According Columns don't need to be displayed for this.
|Items per Page||Pagination settings. (Overhead will cause tables to scroll)|
Widgets may allow for one or more KPIs to be displayed in either Tabular, Text or Graph form. Additionally those KPI are used apply →Filter(s) or →Threshold(s) to said content.
Note: Not all widgets show the same selection.
The following options for displaying KPI metric are available in according widgets:
These options are combined with the following KPI calculations when selecting the widget contents:
|Name(s)||Narrow down data to specific Agents. → See: Agent Management|
|Not Ready Reason|
A text box that applies "contains" filtering. Narrow down by Agents which use specific words or phrases for their NRR.
A manually entered reason can be requested per Agent Assistant Configuration
Agents may select Not Ready Reasons (NRR) in Agent Assistant, as explained in this Use Case.
|Not Selectable Reason(s)|
Allows to define filters for one or several reasons why an Agent was not selectable.
LUCS automatically applies these reasons if the Agent is already preoccupied / flagged by other tasks.
Narrow down data to specific Organization Units (multi-select is possible).
All widgets that have organization subsets applied display a filter indicator in their heading which shows the related filter contents on mouse over.
Narrow down data by the IM / SfB Presence State of Agents:
Optionally these can be mapped to Custom Agent-Assistant Presence States for Reporting reasons.
*Only applies for special or error cases, e.g. when AC component is not running or the agent was never logged into IM before
Narrow down data to Agents currently using the specified Duty Profiles.
Allows to narrow down data by Agents that are selectable for tasks distributed by the system.
LUCS considers Agents as selectable when their presence is available in IM and they are not marked as otherwise occupied (e.g. State = RONA, Not Ready, Working).
Amount of services allowed as maximum to be shown on the chart.
Think of this as a "Top 5, 10, 20, 50" limitation to reduce clutter in a huge chart and focus on the most-mentioned services instead.
When editing or creating a new widget, a default widget Title is inserted. This default will also be shown when the "Title" field is left empty to avoid saving widgets with no titular context.
Grid area size (Width x Height) used by this widget, measured in squares
The grid area scales in size with current monitor resolution, but uses a fixed 10-square width. Expands downwards if further widgets are added or moved.
Narrow down data to show only Agents in specific presence states.
These states are automatically assigned internally by the system to handle call distribution. They may be affected by Agents using Agent Assistant.
|Scale||Certain widgets (e.g. "Embedded Web Page") allow to adjust the scaling factor (in %) to make a huge website fit a smaller widget grid size.|
Allows to assign signal colors to values in table-based widgets once a certain threshold criteria is met.
Depending on the widget the threshold can be:
In each case a value selector is shown must be set for the threshold condition to apply.
Additionally you can set an audio signal to play once a certain threshold criteria is met.
What if multiple thresholds are reached for the same field? The first threshold in the list where condition is reached will be applied to the widget
What about nonsensical combinations? There is no check of combinations, so make sure that the operator and incoming direction match or you will get no sound.
Title of the Widget (comes with a default)
Some Widgets such as "Service KPI" consist just of a metric and thus rely on a descriptive title for their data context. A <KPI> Placeholder is therefore present as default the title, replaced with the KPI value you select.
The placeholder can be combined with free text of your choice to form the new widget title as follows:
For Chart type widgets to select the type of chart (Line, Column, Pie)
For widgets that display content such as "Embedded Web Page" - opens a website inside the widgets constraints.
Tip: use "Scale" to make the content fit the widget better.