Performance Management Dashboards
CXone Performance Management dashboards are pages that display groups of modules A centralized, visual representation of data, such as average hold time (AHT) metrics, or system information, such as personal challenge information.. Some modules display metrics Statistics you can measure to keep track of your contact center about your contact center's performance or your personal performance. Others assist in everyday workflow. You can add the modules you want to create a unique dashboard that suits your needs.
Dashboards can be effective tools for all roles in a contact center. For example, an agent might create a dashboard with modules that assist in day-to-day work. A supervisor's dashboard might have modules that show data for the agents on their team.
Key Facts About Dashboards
- To access dashboards, click Home or Dashboard (Legacy) in the left navigation menu.
- To see all your available dashboards, click Dashboard Library in the left navigation menu. In the Dashboard Library, you can copy or share dashboards, subscribe to reports of a dashboard's data, edit a dashboard's title, and more.
- Legacy dashboards were created in the old style. You can migrate them to a new, responsive dashboard with updated functionality. Not all modules are available for Legacy dashboards.
- You can create dashboard templates.
- You can share dashboards and dashboard templates to other users. The original creator owns the dashboard or dashboard template. The owner is the only one who can make changes, but an administrator can change the ownership of a dashboard. Other users can copy a shared dashboard and customize the copy.
- You can add modules by clicking the +Add Modules button in the left navigation menu and choosing a module from the list.
Dashboard Actions Menu
Click the three dots next to a dashboard name to open the dashboard actions menu. The following table explains each action you can perform from this menu.
|Edit Details||Edit the dashboard name, folder, and description.|
|Time Zone||Apply a different time zone to the modules displayed on this dashboard. If your system is set up on the new (AX) platform, a system administrator can configure additional time zone options.|
|Subscribe||Generate and receive reports for the data presented in modules on the dashboard.|
|Share||Allow other users to view the dashboard. Only the dashboard owner can make changes to the dashboard. Typically, the creator is the owner, but an administrator can transfer ownership to another user.|
|Dashboard Filter||Apply specific settings to all modules on the dashboard, such as display data for a specific team or combinations of metrics.|
|Copy||Create a new dashboard with the same modules and settings as another dashboard.|
|Export||Generate an instant report of the data currently displayed on the dashboard. You can choose to export as a spreadsheet with or without objectives.|
|Full Screen||Expand the dashboard to cover your full screen.|
You can add the modules you want to a dashboard. There are many types of modules:
Agent Metrics Modules display metrics for individual agents or groups of agents.
Agent Monitoring Modules allow supervisors to track agent activity.
Agent Training Modules assist supervisors in coordinating the training of their agents.
Analytics Modules show different displays of data based on metrics.
Communication Modules enable you to communicate with others in your contact center.
Contact Center Metrics Modules show metrics for your contact center as a whole.
Contact Monitoring Modules enable you to track current and past interactions. They are only available if you have the appropriate permissions.
Gamification Modules enable you to participate in games and challenges.
Other Modules include productivity tools and games.
Rankings Modules show agent rankings in your contact center.
Voice Contact Monitoring Modules enable you to track current and past voice interactions. They are only available if you have the appropriate permissions.
Some modules may only be available for either responsive or Legacy dashboards. Some may only be available with certain product packages. Contact your CXone Account Representative for more information.
Module Controls and Options
You can use the module controls to change the module's display, explore its data in more detail, and more. The following drop-down explains the most common controls and options. Not all options appear on every module.
Search for specific data inside the module, such as an agent name.
|Dock||Minimize the module to the docking bar on the bottom of your screen. You can then click the module name to maximize it on any dashboard that you have open.|
Enlarge the module as a pop-up.
Select from the following actions. Not all actions appear for every module.