Personal Dashboards

Determines which columns get shown in a tabular widget.

To reorder, drag and drop the entries 

During Edit Mode you can do the following:

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

This column relates exclusively to Supervision widgets.

You require "Supervisor" User Permissions to use the controls. 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

Limit the list of Outbound Service Call / Call On Behalf tasks that only match the due date criteria.

Tasks are created and manipulated via Flow Actions of the Microsoft Power Automate Connector.

Determines grid tiles used by this widget.

Widgets may snap back to certain min / max grid sizes depending on widget type, e.g. to allow a minimum of content being shown.

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 →  TimeFrame

• 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. (e.g. tasks, time, percentage) The dropdown list is filtered automatically as you add more KPI to an existing widget.
  Example: On a comparison chart, picking any KPI of type "Task" will limit further values to be selected to task-based KPIs. This is to keep the axis reference 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 (percentage, task, user, time, etc.).

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Tip: Some Widgets allow to display a single KPI name in the → Title field. The placeholder <KPI> will dynamically get replaced with your selected KPI.

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.

Tip: If this happens to you by accident you can restore your previous threshold settings by cancelling the widget edit, which discards your changes.

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

Options: Hidden, Right, Bottom, Left, Top

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

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

→ See Widget Filters .

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

This widget property can be combined with a → Trend indicator, or used standalone.

• Toggle (on/off). When enabled, displays a a look back chart.
  • Based on selected lookback options: 30, 14, 7 or 5 days
  • Default: 5d
• When the "Look Back Chart" is enabled you can can also show/hide a value axis

Narrows down Users the MS Teams Presence Status (Available, Away, BRB, Busy, DND, Offline, Unknown)

→ See Widget Filters .

Optional KPI to show on the left Y-Axis. Can either be:

• • Tasks
  • Time
  • Percentage

Up to 4 Metrics of the same type can be shown (stacked).

Also see → KPI for details on each Metric.

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.

Limit the list of Outbound Service Call / Call On Behalf tasks that only match the remaining retries criteria. 

A retry is one attempt to distribute an outbound call to a user. If the Nimbus user (Agent) does not respond in time, this number is incremented up until a specified maximum.

Tasks retries are specified and manipulated via Flow Actions of the Microsoft Power Automate Connector.

Optional KPI to show on the right Y-Axis. Can either be:

• • Tasks
  • Time
  • Percentage

Up to 4 Metrics of the same type can be shown (stacked).

Also see → KPI for details on each Metric.

Filters Outbound Service Call / Call On Behalf tasks by their state. An outbound task can be: 

• Scheduled - while scheduled it can be deleted or properties changed
• In Progress - while in this state, changes or deletion of the task properties are not possible

Tasks are created and manipulated via Flow Actions of the Microsoft Power Automate Connector.

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.

Used to specify an embedded website.

  The URL must start https:// - insecure websites are not allowed.

Website embedding limitations

Some websites prevent IFrame embeds on remote sites, which cannot be circumvented. When you try to embed such protected URLs, errors like 401 (unauthorized) or a "Refused to Connect" message will be shown instead of your desired output.

Possible Workarounds:

• If available, consult your external source website support to check if any iframe-referrals are allowed. Some services offer specialized data widgets for that purpose or provide authorized token-URLs that you can use.
• If you have access to whitelists on your source website, try to allow the *.luware.cloud  domain.

 Show more technical information...

There are two types of HTTP headers in websites that control iframe loading:

X-Frame-Options: DENY

Content-Security-Policy: frame-ancestors 'none'

The HTTP Content-Security-Policy specifies valid parents that may embed a page using <frame>, <iframe>, <object>, or <embed>.

A website header called x-frame-options specifies the access prevention, determined via the following values: 

• if set to DENY the site isn't allowed to be loaded in iframe 
• if set to SAMEORIGIN the page can only be embedded in a frame on a page with the same origin as itself.
• if set to ALLOW-FROM the page can only be displayed in a frame on the specified origin. This only works in browsers that support this header.

Related Sources:

• https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/X-Frame-Options
• https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Content-Security-Policy/frame-ancestors

This widget can be combined with a → Look Back Chart, or used standalone.

• Toggle (on/off). When enabled, displays a Trend Indicator if available for the selected KPI. A trend is calculated as follows: 
  • Based on selected lookback options: 30, 14, 7 or 5 days
  • Default: 30d
• When the Trend Indicator is enabled you can can also configure if "Upward trend is"
  • Positive (Green), Negative (Red), Inconclusive (Blue)
  • Default: Positive

Determines what type of User States the widget should display.

• User Presence State: Displays the MS Teams Presence Status (Available, Away, BRB, Busy, DND, Offline, Unknown)
• User Duty State: Displays the Duty States of the user (On Duty: Available, On Duty: Not Available, Off Duty)
• User Duty Profile: Displays the current Duty Profiles selected by users  (Duty, Off Duty)

Note that after selection additional filters to narrow down the states become available.

Allows to filter entries by inequality operators " >, >=, <, =<" for: 

• Time spent in ACW (After Call Work).
• Time spent in Extended ACW.
• Time spent in RONA state.

All times are specified in hh:mm:ss

Note that RONA and ACW values can be adjusted via Distribution Service Settings for each Service.

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) → correlates to the "Duty Profile" column in user-type widgets.
• Duty Profiles → See Responsibility Profiles and → Skills and Responsibilities.
• Level (of Distribution Also see → Distribution Policies.
• Type (of operator >, >=, <, <=). Used in conjunction to filter e.g. user lists by a certain time in state (e.g. ACW or RONA).

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.

Widgets may snap back to certain min / max grid sizes depending on widget type, e.g. to allow a minimum of content being shown.

While in "Edit mode" you can also adjust the widget width via the handles on the widget's bottom-right corner.