Personal Dashboards

Determines which columns get shown in a tabular widget.

To reorder, drag and drop the entries 

During Edit-Mode you can:

• Change the column width by dragging the handles between columns (shown on mouse-over)
• Change the default column sorting order by clicking on it.

This column relates exclusively to Supervision widgets.  Refer to Dashboard Supervision for details.

Note: Properties below are unique to the "Current Date and Time" widget:

• Allows to select a clock type: Digital or Analog design
• Allows to show and set a time zone (UTC offset)
• Allows to show current date and set a format
• Allows to show current time as digits (e.g. in addition to analog format or if only a date should be shown) and set the time format.
• Allows custom content, can be formatted with markdown. See → Content

Determines the amount of grid tiles used by this widget.

Min-max values may apply depending on widget type.
While in "Edit mode" you can also adjust the widget height via the handles on its bottom-right.

For tabular widgets, amount of entries to show before pagination should occur. 

For bar chart widgets, shows the bars in either horizontal (X-Axis) or vertical (Y-Axis) direction.

Various Key Performance Indicators (KPI), also used within "Live" Reporting for each service.

• In queue, TASK(S)
• Connected, TASK(S)
• Active, MEMBER(S)
• Available, MEMBER(S)
• Not Available, MEMBER(S)
• Longest waiting task, (hh:)mm:ss
  
  

"Historical" / based on → Time Frame

• Acceptance SLA, % 
• Accepted by user in SLA, TASK(S)
• Accepted by user, TASK(S)
• Handled by System, TASK(S)
• Handled rate, %
• Hangup SLA, %
• Hangup before accept, TASK(S)
• Hangup by workflow, TASK(S)
• Hangup in IVR after Queue, TASK(S)
• Hangup in IVR, TASK(S)
• Hangup in queue in SLA, TASK(S)
• Hangup in queue, TASK(S)
• Not handled, TASK(S)
• Queued, TASK(S)
• Reachability, %
• Total, TASK(S)
• Transferred by workflow, TASK(S)
• Voice message, TASK(S)
• Ø Connected time, (hh:)mm:ss
• Ø IVR time, (hh:)mm:ss
• Ø Queue time, (hh:)mm:ss

KPI Notes on Widget behavior

• Average calculated KPI values are weighted against the total amount of items (Tasks, Handled Calls, Reachability, etc.) within the services specified in your widget filter.
  This is to ensure that - for example - a service with just one failed call showing a 0% handled-rate does not negatively impact overall KPI metrics of services with thousands of calls with a 99% handled-call rate..
• Selection of a KPI criteria will automatically restrict other fields to the same type. The dropdown list is filtered automatically as you add more KPI to an existing widget.
  As an example: On a comparison chart, picking any KPI of type "Task" will limit further values to task-based KPIs to keep the axis and unit count consistent.
  To show different KPIs, either start a separate widget or delete any KPI entries, switching the last entry to  a different criterion (%, task, user, time, etc.)

KPI Units and Thresholds

Some widgets allow to define → Thresholds to react to KPI value changes with color and sound. Note that changing your KPI metric type (e.g. from percentage to a flat numbers) will delete any of your defined → Threshold entries as they are now invalid.

→ Switching to the same type (e.g. from % to %) will retain the thresholds you defined previously.
→ If this happens to you by accident you can restore your previous threshold settings by cancelling the widget edit and discarding your changes.

Allows to either hide the KPI legend or show it on any side of the widget. 

When "Hidden" is selected, the legend can be accessed via mouseover on an info-icon in the widget corner. 

→ See Widget Filters.

Shows the level of call (task) escalation in a service queue. 

Level escalation is defined in a Distribution Policy and applied in the Distribution Service Settings of the respective Contact Center Service. 

A user's individual Duty State (and associated Responsibility Profile) determines at which level they are considered for calls. Skills and Responsibilities are defined for each user. Only users matching the criteria are selected for calls. 

Column showing the Task Priority of incoming calls.

Configurable Property	Description	Behavior	What it looks like
Task Priority	Strict* Highest Very High High Normal (Default for Services) Low Very Low Lowest Nothing Else* * see	When a new task enters the to the queue, it gets a priority according to the service setting: Tasks are distributed according to your currently applied Distribution Policy (e.g. "Longest Idle" or "Most qualified" users first). The order of Tasks is handled by priority, meaning: A new task of higher priority over existing tasks will take precedence and be handled as soon as possible. A new task of equal priority will be sorted in below already existing tasks of the same priority, as it entered the queue at a later point of time. A new task of lower priority will be sorted "in-between" higher priority task rounds, using a weighted round robin method. → See chapter below. When should I select "Strict" or "Nothing Else" as my priority? "Strict Tasks" will always be put on top of your queue. Use this for Emergency services and important VIP hotlines that always should get precedence over anything else in your queue. "Nothing Else" Tasks will only get distributed when your service queue is empty. Note that selecting either "Strict" and "Nothing Else" will ignore round-robin distribution. Tasks get lost due to potentially long queue times.	In views with a task list (e.g. My Overview or Personal Dashboards with "Task" widgets) a "Priority" column indicates how high this task is ranked in the queue. With this setting, tasks may now "displace" existing tasks to a new rank.

Weighted Round Robin Task Distribution

Due to the rules above, task may "starve" for very long in a queue. An example would be a "Lowest" priority task getting outranked by higher priority tasks. To avoid this, a weighted round robin method is in place to mix in lower-priority tasks, equally distributed amonst available users:

 Learn more...

_{Q: Calls in Queue | H: Handled | R: Remaining}

Priority	Q	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R	H	R
1 (high)	12	2	10			2	8					2	6			2	4					2	2			2	0
2 (med)	6			1	5			1	4					1	3			1	2					1	1			1	0
3 (low)	3									1	2									1	1									1	0
Round Counter		Round 1				Round 2						Round 3				Round 4						Round 5				Round 6
Time (t)		t1																													tn
Weighted Round Robin The Round Robin procedure distributes the calls in such a way that the ratio between the individual priority levels is always 2:1. Each time another "Round" is started, that round counter is applied to the "weight" of the remaining tasks. The example above assumes a configuration with 3 priority levels. There are 21 calls in the queue, with the following priority: 12 calls with priority 1   6 calls with priority 2   3 calls with priority 3 Following the 2:1 rule, the calls are queue over time t as follows: Round 1: High Med tasks added in 2:1 ratio.  No "Low" priority tasks in Round 1 as "Medium" task count outweighs the low task count. Round 2: High Med Low tasks added in 2:1 ratio. The "Low" priority  tasks get a round-multiplier added to their weight, now outweighing "Medium" tasks and thus are added in a 2:1 ratio. Round 3: Same as Round 1. Sources: Weighted Round Robin (Wikipedia Article). Please note that this example only works as long as no new calls are being processed. Calls with strict or no priority are not considered in this rule.

Status indicator for when Supervision → Controls were used.

This column relates exclusively to Supervision widgets.  Refer to Dashboard Supervision for details.

Applies an event threshold that reacts to a specified KPI (or column in tabular widgets).

The threshold criteria are as follows:

Rules	Rule matching happens from top to bottom upon first "match" the threshold evaluation is aborted. The order can be changed with the drag & drop handles located on the left of already defined threshold list entries.
Values	Values depend on the → KPI selected for the threshold (e.g. number of tasks members, or percentage of handled calls). Non-numerical entries (e.g. User Presence State) can also be affected, e.g. when a presence state exceeds a certain "Time in State" threshold. Here is an example: Note that changing your → KPI metric type (e.g. from percentage to flat numbers) deletes the defined thresholds.
Display Format	The display format is picked based the chosen KPI %: default to "100%" tasks/users: defaults to "0" hh:mm:ss: defaults to "00:00:00" with timepicker
Colors	Colors can be applied: ...for tabular widgets, color applied to the respective cell / KPI column upon reaching a threshold criteria match. ...for tile widgets, color applied to the whole tile as base and changed upon reaching a threshold criteria match.
Sound	Sound can be played upon reaching a threshold value.  A sound can be set to be played either once or continuous. You can preview the sound files.  A direction may be specified for sound when meeting threshold criteria: From Above - (arrow up) when values were previously higher From Below - (arrow down) when values were previously lower Direction and repetition settings are shown below a criteria entry.

Depending on Widget type this field narrows down your view either by: 

• Services¹
• Users

Certain widgets also allow you to set further conditional filters, e.g. based on advanced Nimbus Features enabled:

• Nimbus Service Task States (In IVR, In Queue, In IVR After Queue, Connected, Parked, Transferring)
• MS Teams Presence State (Available, Busy, Away, DND, BRB, Offline)
• Duty States (Duty, Off Duty) → relates to the "Duty Profile" column in applicable user-type widgets.
• Responsibility Profiles Also see → Skills and Responsibilities.
• Level (of Distribution Also see → Distribution Policies.

¹ You need to be a owner of the services you want to see and filter users by.

Determines grid tiles used by this widget.

Min-max values may apply depending on widget type.
While in "Edit mode" you can also adjust the widget width via the handles on the widget's bottom-right corner.