Side-Menu (1) Add Modules (2) Expand Icon (4) Module Counter (5) Dock (6) Action Icons (7) Dashboard (3)

inView

inView is a separately licensed module of NICE inContact. It provides users with the ability to view a wide variety of contact center metrics in one user-friendly portal. Users can easily configure dashboards that display at-a-glance information specific to their roles within the organization. If you do not currently use inView, talk to your NICE inContact account manager to learn more.

inView is accessed using a web browser at the URL provided by your NICE inContact team. Click the numbered areas in the following image to learn more about the inView user interface.

inView User Interface

Interface Element Details
Side-Menu (1) Your source of navigation throughout inView. The following list details each navigation item:
  • Home — takes you to your dashboard that you most recently had open.
  • Dashboards — slides out lists of dashboards that you have created and dashboards that have been shared with you.
  • Dashboards (Legacy) — slides out lists of Legacy dashboards that were created before the Spring 2019 release.
  • User Settings — drops down a list of navigation options for user-oriented pages, such as Roles, Users, or Profile Templates.
  • Quality — drops down a secondary navigation menu for coaching, surveys, and other types of forms.
  • Data Config. — drops down a list of navigation options for data attributes, importing data, and setting up metrics.
  • Sharing and Subscriptions — drops down an option to view a list of dashboard and module subscriptions, landing pages for work aids and announcements, and the landing page to create website modules.
  • Gamification — drops down navigation options related to managing gamification, such as the Gamification Admin page or the Rules Engine.
  • Performance — drops down a navigation link to the performance objectives page.
  • Reports — drops down a navigation link to the Messaging Admin.
  • Wallboards — provides two options: a link to the wallboard admin page and a list of wallboards to which you have access, allowing you to launch one.
  • Support — displays a link to this online help site.
  • Widgets — Allows you to access inView features used in day-to-day work. Your security settings affect which features you can see. Available features include:
    • Module Subscriptions — slides out a list of your module subscriptions. You can add or remove these subscriptions from this window.
    • Rules I'm In — Displays a listing of any rules that apply to you.
    • Messages — Provides access to the inView instant messaging feature.
    • Achievements — Allows you to view achievements for all users (based on your security rights) or to search for achievements by user. Achievements are listed in descending order by date earned.
    • Tasks — Allows you to create tasks for yourself or others, view a list of your tasks, view a list of tasks sent to others, and filter these lists by completion status.
    • Surveys — Allows you to access a list of internal surveys, created in inView, that you can complete and view a list of surveys you have already completed.
    • Proficiency Changes — Allows users with appropriate permissions to view recommended proficiency changes, and to approve or reject those changes. Changes are suggested based on agent performance in regard to gamification rules.
Add Modules (2) Displays a list of dashboard modules that you can add to your currently opened dashboard. This option is only available when you are viewing a dashboard.
Dashboard (3) Display area for modules that provide at-a-glance information about contact center metrics, details for your account, or tools such as a calculator or notepad. You can have multiple dashboards configured for different purposes, and open different dashboards that you can toggle between from the tabs. Depending on your permissions, you can also configure custom dashboards, and create dashboards to be shared with other users.
Expand Icon (4) Expands the dashboard to full-screen. You can press your ESC button on your keyboard to collapse the full-screen dashboard.
Module Counter (5) Displays how many modules you have open on the current dashboard. You can have up to 20 modules open on a single dashboard.
Dock (6) Minimize modules to the dock by clicking the underscore icon in the module toolbar. Minimizing a module allows you to open the module from the dock in any dashboard tab.
Action Icons (7) List of icons:
  • Shopping Cart — opens the Marketplace.
  • Bell — opens your Notification Center, which displays all notifications you have received since you logged in, and automatically clears all notifications when you log out. You can manually clear individual notifications by clicking the X that appears as you hover to the right of the notification, or you can manually click to Clear All at the top of the Notification Center.
  • Account Name — click to display a log out option.
  • Profile Picture — click to open your My Profile window. The profile window displays your statistics (such as number of coins or badges), your inView avatar, and tools to customize your avatar. If you do not have an avatar, click on the silhouette to create one. After creating an avatar, you can click the backpack or settings icons to customize your avatar.