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Dashboard

The Dashboard is the first page you see after logging in. It gives you an overview of your own work β€” your latest activities, how your day is going, your campaign records and your calendar β€” together with announcements from your team leader or administrator. Open it any time from the main menu.

Your Dashboard may show different widgets, in a different order, from your colleagues'. By default it shows Last activities, My activity today, Campaign records and Calendar. This page describes the most common widgets.

Announcements

Any announcements your team leader wishes to make will appear at the top of your Dashboard. They are solely for your information – you can't interact with them. Depending on the type of message they are conveying, announcements can be green, blue, yellow or red.

Last Activities

The Last activities widget displays your last 10 activities.

Last activities widget with numbered actions for each activity

  1. Open Activities in the Listings module (if you have access).
  2. Contact the person again using the same means (call/SMS/email, Facebook etc.).
  3. Open Contact/Account in the CRM module.
  4. Customer journey – see the contact's history.
  5. Create a new contact.
  6. Open the activity detail.
  7. Open corresponding ticket.
  8. Merge the activity with a ticket.

Campaign Records

The Campaign records widget displays your campaign statistics and lets you load calls in preview (manual) campaigns.

Campaign records widget with load buttons and record counts per queue

  1. Load a record from any of the available queues.
  2. Load a record from this queue.

The columns are split into two groups.

Operator β€” your own records:

  • Now : records past their scheduled call time, either belonging to you or without an owner.
  • Rescheduled: records with a scheduled time in the future, either belonging to you or without an owner.
  • Today: records you handled today with "Done" Action.
  • Free : records that have no owner and "Not assigned" Action.

Queue / Campaign β€” the whole campaign:

  • Finished : records handled today with "Done" Action.
  • Total : "Not assigned" or "Rescheduled" or "Rescheduled by dialer" records with no database or active database.

My Activity Today

The My activity today widget displays your performance today.

  • Calls: speaking time and the number of closed calls.
  • Email: time spent on emails, and the number of emails you sent and discarded.
  • Chat channels (SMS, Web chat, Facebook Messenger, Instagram DM, WhatsApp, Viber and Custom): time spent on each channel and the number of closed activities.
  • Ticket activities: time spent on tickets and the number of closed ticket activities.
  • Pauses: time you have spent on paid and unpaid pauses.
  • Log in: time you have been logged in today, and how much of it you were idle.

Calendar

The Calendar widget displays your scheduled calls, notifications, ticket reopens and other events. The left side shows an overview of the month. Days which contain events are blue, the selected day is bold. Today is grey. The right side shows a list of events on the selected day.

Calendar widget with a month overview and the events of the selected day

  1. Move to previous/next month.
  2. Jump to today.

  3. Toggle what you want to see, from left to right:

  4. Announcements

  5. Tickets
  6. Calls
  7. Only events or entire day hour by hour
  8. Open event detail window. From there, you can start a call, edit a ticket etc.

  9. Create new notification.

  10. Set a priority – Low, Medium or High.

  11. Set the time a toast notification should be displayed.
  12. Set the time the toast notification should automatically disappear. If left empty, the toast notification will be displayed until the user closes it or the activity is done.
  13. Type a message that will be part of the notification.
  14. You can delete notifications using the cross on the right hand side of the calendar widget.

Realtime Users Widget

The Realtime users widget displays an overview of active users in your contact centre, from which you can initiate a call with the selected user.

Only users with an assigned phone device appear in this widget, since it only supports the "call" quick action β€” agents without a phone device are not listed here even if they are logged in and active. To see all active agents regardless of device, use the Realtime application instead.

Realtime users widget with search, filters and a call button

  1. Type name or user login for fulltext search.
  2. Check to display Backoffice users.
  3. Displays the user's detail.
  4. Displays search filters.
  5. You can save configured filters and reuse them.
  6. Initiate a call with the selected user.

For administrators

Which widgets an agent's Dashboard shows, and in which order, is set in the dashboard settings of their access. Announcements are created in Announcements.

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