The Dashboard has an individual set of widgets displaying service / agent  related KPIs or other related context.

Dashboard showing a selection of Widgets

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.

Adding Widgets

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.

(lightbulb) 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

The "Add Widget" dialogue shows which widgets are already present on the current Dashboard

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 ►SupervisorAgent
Widget NameDescriptionAgentServiceAgentService
Agent Performance TabularShows agent performance information for the selected Agents in a tabular view.(tick)
Agent States Availability Chart

Shows availability state of the Agents per Service in a chart format.

(info) Supports Service Groups filtering.


Agent States ChartShows agent states for the selected Agents in a chart format.(tick)

Agent States TabularShows agent states for the selected Agents in a tabular view.(tick)

Current Date and TimeShow the current Date and/or Time in analog/digital design.(tick)(tick)(tick)(tick)
Embedded Web Page

Shows external Web Content in an iFrame

(warning) Some websites disallow embedding in their header, usually with HTML like

X-Frame-Options: deny/sameorigin 

In such cases there will be no website shown in the widget.

MarkdownActs as display for formatted content, e.g. Headings, Text and Pictures.(tick)(tick)(tick)(tick)
Organization Unit Service KPI TabularShows service KPI's per Organization Unit in a tabular view.
Service Group KPI Tabular

Shows service KPI's per Service  aggregated in a tabular view which can be unfolded.

(tick) Requires Service Groups for filtering

Service KPI

Shows specific service KPI's for the selected services.

(info) Supports Service Groups filtering.

Service KPI Chart

Shows service KPI's per Service in a chart format.

(info) Supports Service Groups filtering.

Service KPI Tabular

Shows service KPI's per Service in a tabular view.

(info) Supports Service Groups filtering.


About Viewing Permissions

  • The Administration Role "Web" will see all available widgets listed above.
  • Contents in the widgets depend on the Dashboard's 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.

(info) An exception of this rule can be made with Service Groups which allow Dashboard owners to specific "opt-in" exceptions to this OU filtering.

Widget Customization

While in Dashboard "Edit Mode" you can customize existing widgets and access further options via the widget controls.

Move Widgets

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.

(lightbulb) You can adjust widget size and contents in the Widget Details.

Moving Widgets

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).

Widget Properties (in alphabetical order)




Allows the criteria / type of data that the chart should display:

Available values:

    • State (Default)
    • Profile
    • Presence State
    • Selectable State
    • Duty
    • Not Ready Reason
    • Not Selectable Reason
2Aggregator Items

Maximum amount of aggregation items (e.g. different not ready reasons) allowed to be shown on the chart.

(lightbulb) 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).

(lightbulb) 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. 
(lightbulb) Note that too many columns being selected for the specified grid size will result in text being cut off.

(lightbulb) The full header text ts shown on mouse over.

(lightbulb) By clicking you can sort entries by this column, signaled via Arrow Icon. 

5Content Size

Predefined percentage slider for scaling fonts and elements. You can also enter values manually. Current max scaling: 400%

(lightbulb) 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:

  • Duty
  • Off Duty

(info) Agents may select the Duty Profile via Agent Assistant → Subscribe to a Service & System Status


Narrow down existing entries according to criteria you specified

(lightbulb) The According Columns don't need to be displayed for this.

8Items per PagePagination 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.

(lightbulb) Note: Not all widgets show the same selection. 

The following options for displaying KPI metric are available in according widgets:

  • Same day time-based (current day starting at midnight 00:00)
  • Last 15 minutes (15')
  • By Call / Task Direction
    • Inbound: Customer to Service
    • Outbound: Service to Customer
  • By Task Type (Direct, External, Callback) or Overall (all Task types combined)
    • Direct: Tasks related to Agents. An Agent can either be a source (direct outbound) or target (direct inbound).
    • External: Task that were externally created, e.g. via API which can result in Direct or Callback tasks.
    • Callback: Workflow, UI or API-triggered Tasks that requires a selected Agent to call back the customer.

These options are combined with the following KPI calculations when selecting the widget contents:

KPI SelectionKPI Description

Abandoned Rate

(Customer Hangup In Queue)

Calls lost due to customer hangup in queue.

(info) The calculation for a "Lost" call criteria is defined in the Essential Topology Settings > Frontend KPI Calculation

Accepted By Agent 

Calls accepted by Agents (including those outside of SLA)

(info) Refer to "Service Level" Metric below if you want to catch SLA.

Agents in ConversationAgents currently in active conversation with customers.
Agents in Tasks

Agents actively handling any (system-distributed) task.

Agents Ready / Not Ready

Agents ready to receive calls. 

(info) Readyness may be impacted (for example) by RONA State or Not Ready Reasons NRR.

Agents Signed InCurrent Agents signed in


Calls passed to other services (including external services)
Hangup in QueueAmount of customers that hung up while already queued (past IVR).
Longest Waiting TaskLongest task in the distribution queue.
Queued TasksAmount of tasks queued.


Total reachability of the Service(s).

(info) The calculation for a "Reachability" call criteria is defined in the Essential Topology Settings > Frontend KPI Calculation

RONAAlso called "RONA-Status". When an Agent is available but doesn't respond in time, another Agent is assigned.

Service Level

Total calls within Service Level Agreement (SLA). 

(info) The calculation for a "SLA" call criteria is defined in the Essential Topology Settings > Frontend KPI Calculation

Speed Of Answer 

Average pickup time / time spent in queue

Target Accepted

Calls for which the (forward) target accepted. 

(lightbulb) Cannot be measured for calls outside the system.


Total tasks (subsets distinguished by the options above)
10Name(s)Narrow down data to specific Agents. → See: Agent Management
11Not Ready Reason

A text box that applies "contains" filtering. Narrow down by Agents which use specific words or phrases for their NRR.

(info) A manually entered reason can be requested per Agent Assistant Configuration

(lightbulb) Agents may select Not Ready Reasons (NRR) in Agent Assistant, as explained in this Use Case.

12Not Selectable Reason(s)

Allows to define filters for one or several reasons why an Agent was not selectable.

(lightbulb) 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).

(lightbulb) All widgets that have organization subsets applied display a filter indicator in their heading which shows the related filter contents on mouse over.

14Presence State(s)

Narrow down data by the IM / SfB Presence State of Agents:

  • None* 
  • Available
  • Idle Online
  • Busy
  • Idle Busy
  • Do not disturb
  • Be right back
  • Away
  • Offline

(lightbulb) 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.

(info) Also see Assigning Agent Traits and Duty Profiles

16Selectable State

Allows to narrow down data by Agents that are selectable for tasks distributed by the system.

(lightbulb) 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.

(lightbulb) 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.

18Show Title

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.

19Size (Grid)

Grid area size (Width x Height) used by this widget, measured in squares 

(lightbulb) 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.

  • Ready
  • Working
  • Not Ready
  • RONA
  • Available

(info) These states are automatically assigned internally by the system to handle call distribution. They may be affected by Agents using Agent Assistant.

21ScaleCertain 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: 

  • numerical value with logic operators: <, >, <=, >=, !=, =
  • A time-limit with a hh:mm:ss setting
  • presence state, KPI criterion or similar condition with absolute or relative percentage values. 

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.

  • The incoming direction can be adjusted with toggle-arrows, limiting the sound to be played only in this case.
    (lightbulb) In an example: It makes sense that an alarm sound is only played when Reachability is reaching a critical threshold from above, so only the upper arrow is set active: 
  • Sound can be played - also optionally continuous - when a threshold criterion is met.
    (warning) We recommend to use sound sparingly as multiple widgets on the same board can activate a similar sound. Furthermore the feature is reliant on sound settings on the displaying PC / TV

(question) 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

(question) What about nonsensical combinations?  (warning) 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.

(lightbulb) 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. 

(lightbulb) Tip: use "Scale" to make the content fit the widget better.