LUCS Frontend widgets are a key component in displaying service call interactions. They also allow supervisors or administrators to directly interact with agents and calls.
To customize widgets you need to organize them in widget groups. A widget group acts as "container" which you fill with individual configured for your individual needs.
Adding Widget Groups
In order to manage widgets you will need at least one widget group:
- Select "Widget Groups" from the sidebar and click on "Manage Widget Groups"
- "Create" a new group with any Name, Abbreviation, Description and Icon of your choice.
→ The group is now added
If you have more than one group already existing you can:
move them around to appear in the sidebar order by using drag and drop anywhere in the widget entry
- hide or show the entry in your Widget Groups menu by using the "checkbox" icon
access and edit group details with the "pen" icon
- delete a group via the "x" icon
- Widget Group management
- Once done, close the panel. Go to the Sidebar > Widget Groups and click on your new group
→ You now get an empty view to work on
- Add a new widget by clicking on the "Add Widget" button
→ A pop-up with various widget types appear.
- For the sake of this example, just add any widgets that appear interesting to you. You can change, remove and edit them later. (see → "Widget Settings" chapter below)
→ All selected widgets will be instantly added to the wall once you press "+"
- After adding widgets to your wall you can drag and drop them around freely.
Some widgets have a lock-icon because they allow page changes and Widget Actions. Leave them locked if you don't want to accidentally change anything.
Some hints on Widgets
- When adding new widgets, a small counter will inform you if widgets of that type already exist in your widget group.
- You can add up to 10 widgets to a wall, including duplicates of the same widget.
- Adding duplicates can make sense since you can configure filters and other settings for each widget. Read more about it in the chapter below.
Accessing Widget Settings
When some widgets have been added to your group you can configure them individually by clicking the little gear-icon.
Not every widget will have the same settings and tabs available. In the following we explain all possible / available settings within each tab.
This tab opens by default and is available to all widgets. However some options shown are not available in every properties-panel. The table below will list all options available for configuration.
'Properties' panel allows to manage widget properties and contains the following controls:
Allows the user to set a height and width of the current widget.
The size is determined by an invisible grid in your widget group area. As the UI scales with available monitor resolution and browser window size there is no "ideal" setting.
Experiment with what fits best for your needs.
Allows the user to show or hide the Agent's Skype User picture. Enable to have a smaller list that shows more entries.
Allows to set a 'From' and 'To' range to specify which data will be displayed
Records per page
Allows the user to define the number of records per page in the widget.
Enables or disables grouping of records on the widget. When checked you may drag a column above the table to group by that column
Grouping can only be changed if the widget is unlocked.
Grouping of Widget Columns
Header Font Size
Font size of column headers in the widget.
Header Font Weight
Font weight of columns headers in the widget.
Content Font Size
Font size of data displayed in the widget.
Content Font Weight
Font weight of data displayed in the widget.
The 'columns' tab allows you to hide columns in table widgets to what you really need. This is also useful to reduce the horizontal space footprint for a widget.
Good to know: Columns that are cut off still show they complete info on mouse-over.
The 'Columns' panel contains the following controls:
List of columns
Columns of corresponding widget, which can be enabled/ disabled, down to 1 minimum column.
If the column order was changed, the column checkboxes are displayed in a corresponding order
|Column orientation||Allows you to set set the orientation per column.|
The 'Thresholds' tab allows you to highlight columns in configurable colors when reaching a defined threshold value. It also enables audio-notifications played once the threshold is reached, the notification gets played once.
Audio notifications (= file listed for selection) are configured via the 2019-12-11_16-23-41_Settings Pop-up. Only System Administrators can upload new Audio-files.
The 'Thresholds' panel contains the following controls:
Column Name of corresponding widget.
Audio-Notification once the threshold is reached
Files available are configured via the 2019-12-11_16-23-41_Settings Pop-up > Audio Tab
Allows to set the threshold value until the color and / or audio trigger occurs
MAX VALUE: 10000.
Allows to pick a color that should be applied once the value is reached.
Filters allow you to narrow down the input data according to filters of your choice.
Within the 'Filter' panel you can use the following controls:
Allows user to clear all values set in the filter.
Careful: There is no undo for this once you "Save & Close!"
(including "+" button)
Lists the type of Criteria (e.g. KPI, Name, Organization, Contact).
Clicking "+" will add a new line for that criteria.
Multiple lines of the same filter type are treated as "OR"
Adds a new condition row for the current filtered field.
The following types for filters apply: