Configure Widgets

Configure Real-Time Widgets

Required security profile permissions: Any View permission in Real-Time Dashboard Widgets

List of real-time widgets

Each real-time widget contains options for configuring which data is included or excluded in the widget. For real-time widgets, a time frame cannot be specified for the data. Instead, the data is always updated and displayed every five seconds. In addition to determining which data is displayed, you can also select specific teams or agents for which to display data, change the title of the widget, and so forth.

  1. Click the app selector and select Reporting.
  2. Click Dashboards.
  3. Select a dashboard from the Dashboard View drop-down.
  4. Click Edit to edit the dashboard.
  5. Make the necessary configuration changes, then click Apply.
  6. Click Save on the Dashboard toolbar.

Configure Historical Widgets

Required security profile permissions: Any View permission in Historical Dashboard Widgets.

List of historical widgets

Each historical widget contains options for configuring the widget, specifically the date range of the historical data, or which data is included or excluded in the widget. In addition to determining which data is displayed, you can also select specific teams or agents for which to display data, change the title of the widget, and so forth. To configure your historical widget:

  1. Click the app selector and select Reporting.
  2. Click Dashboards.
  3. Select a dashboard from the Dashboard View drop-down.

  4. Click Edit to edit the dashboard.
  5. Configure the options for the selected widget and click Apply. Notice that historical widgets offer the Date Range tab.
  6. Click Save on the Dashboard page.

Print the Current Widget View

Required security profile permissions: Any View permission in Real-Time Dashboard Widgets or Historical Dashboard Widgets

You can print the data that a widget is currently displaying. You can click the printer icon in the upper-right corner of a widget to open your computer's default printer options. The printer icon displays when viewing a dashboard in standard mode; when editing a dashboard, this icon is replaced by the Settings and Delete buttons. If a widget does not have a print icon, then it does not have printing capability.

Customize the Unavailable State Thresholds for Agent List Widget

Required security profile permissions: Agent List Report View

You can customize the unavailable state thresholds for the Agent List widget. This allows you to quickly see if an agent has exceeded a threshold. For example, if you configured a Lunch unavailable state, you can set a threshold for 1 hour. If an agent is in the Lunch unavailable state for longer than an hour, it will become highlighted in red.

  1. Click the app selector and select Reporting.
  2. Click Dashboards.
  3. In the Dashboard drop-down, select your dashboard.
  4. Click Edit.
  5. In the Agent List widget header, click the Settings cog. If the Agent List widget is not on your dashboard, click and drag it onto the dashboard from the list of real-time widgets, then click the Settings cog.
  6. Click the Metric Data tab, which displays all existing unavailable states.
  7. For each unavailable state that you want to display in the widget, click the checkbox beside the state name. A correlating empty box will appear adjacent the state name.
  8. Click inside the empty box for the desired state, which displays the Choose Time panel.
  9. Use the sliders to set the desired time amount for that threshold.
  10. Click Done.
  11. Repeat for all desired unavailable states.
  12. Click Apply.
  13. Click Save in the Dashboard header.