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Dashboards

Dashboards enable to put multiple insights onto one canvas. Dashboards enable to look from multiple perspectives.

Built-in Dashboards Filters​

Dashboards contain filters to focus report only on specific subset of engagements. Filters influence every insight in the dashboard and override the filters on insights level.

Use filters to focus on specific set of teams, agents, conversations and reviews. Filters help you work on the specific subset of your contact center traffic that is the most relevant for you.

On most dashboards these are the filters:

  • Date. The date filter for when the engagements started.
  • Source. The connected system or platform that the engagements are extracted from.
  • Location. The location associated with the engagements.
  • Direction. The direction of the conversations enables to choose whether you focus on Inbound, Outbound or Internal conversation.
  • Channel. The communication channel of the engagements.
  • Engaged Department. Department in which the agent was when engaged in the conversation.
  • Queue. In which the customer was waiting before engaging with the agent.
  • Engaged Team. Team in which the agent was when they engaged in the conversation.
  • Agent. Agent engaged in the conversation.
  • Outcome. Outcome of the engagement, often called disposition or wrap up code.

Some dashboards can contain different set of filters if they make sense for the use case the dashboards are intended for.

note

You cannot customize filters on the built-in dashboards. To use different filters create your own copy of the dashboard. Learn more about Custom Dashboards

Hidden Filters​

Some dashboards may have hidden filters that influence the insights in that dashboards. Hidden filters can be used to focus the dashboard on the subset of data it is intended to be used for and avoid misinterpretation of the data. Hidden filters are a convenience feature, not a security feature.

Locked Filters​

Locked filters are similar to hidden filters in that they are applied to the dashboard and cannot be changed. However these filters are

Reset Filters​

You can click the reset filters button to set the filters to their default values for the current dashboard. This enables you to quickly start any of your explorations from the start again.

Drill Downs​

The dashboards are interactive. You can click attributes and metrics in charts and tables to explore them further. Items that you can click are bold. When you click these items they can either take you to a specific dashboard or to Customer Journey.

You can also add drill-downs to your custom dashboards. Learn more about Drill Down from Dashboards.