Dashboards Overview

A dashboard is an interactive user interface that presents both real-time and historical information so that you can quickly see what's happening and act accordingly. Dashboards contain any Add a Widget to a Dashboard you choose to display. The following image shows a sample dashboard.

Each window in the dashboard is called a widget. Before you can view any widgets in Central, you need to create a new dashboard and add widgets to it. When you log out, the dashboard that you have open is the same dashboard that will appear the next time you log in. Dashboard data refreshes automatically every five seconds on all widgets, with the exception of the Service Level and Skill Summary widgets, for which the refresh rate is five minutes. To refresh widget data immediately, click Refresh on the dashboard menu. To display a different dashboard, click the Dashboard View drop-down and select another dashboard. Only your dashboards and those dashboards shared by other members of your business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment will be available in the drop-down list.

What is a widget?

Widgets are self-contained modules with specific functionality that can be installed and executed from a dashboard within Central.

Each module in the above image is a separate widget, and each widget provides distinct data to the user. For example, the widget on the far left called Agent Count by StateThe availability status of an agent.. The purpose of this widget is to show an administrator or supervisor the number of agents logged in and their current state (available, unavailable, and so forth). As shown, multiple widgets can be added to a dashboard.

What's the difference between real-time and historical widgets?

Real-time widgets use the dashboard to display updated data as it is collected. The following image shows a sample real-time widget.

This widget shows the Queue Counter. In this case, twelve customers are in queue, and the first caller has been waiting for 10:57 minutes.

By contrast, historical widgets display valuable historical data based on a set date range. Note that the data in the historical widgets is not automatically updated, which means you must click the browser's Refresh button to manually update the data. The following image shows a sample historical widget.

This example shows that during the specified time frame, agents were available 48% of the time and unavailable 52% of the time broken into various states.

How do I know which widgets are historical and which are real-time?

The real-time widgets display on the Real-time tab, and the historical widgets display on the Historical tab.

Related Tasks

Related References