Dashboards Overview
With the introduction of NICE Uptivity Performance Management, Home tab dashboards have been disabled by default. These dashboards can be enabled for use in this version of NICE Uptivity upon request. However, users are advised that the Uptivity roadmap calls for this feature to be removed entirely, likely in the 18.1 release. For more information, ask your Uptivity representative.
When you log into the NICE Uptivity Web Portal, it opens to the last page you accessed. The first time you log in, it opens to the Home tab. You can also return to the Home tab at any time.
The Home tab is your "welcome" to the portal, and you can customize its appearance using Dashboards.
Dashboards are part of the basic Uptivity system but must be enabled before use. This feature includes a variety of widgets that display news, QA-related information, call center performance metrics, and more.
Based on your permissions and the widgets available in your system, you can select which widgets you want to display on your
Benefits of dashboards include:
- Live feeds and performance metrics that offer better awareness of performance against KPIs
- Goal-oriented self-management that allows agents to better prioritize duties and tasks
- Near real-time data feeds that allow supervisors, managers, and so forth to manage more effectively
- Ability for managers or executives to administer utilization and quality, and push communication to staff
- Widgets that offer drill-down capabilities to provide users with additional insights
You can display the same widget multiple times on the same dashboard. For example, you might want to configure one version of the QA Benchmark widget to show your performance compared to your QA Group, and another version to show your performance based on a specific evaluation form. A maximum of 10 widgets can be displayed per dashboard (this is a browser performance constraint).
Some widgets pull information from different NICE Uptivity applications, such as NICE Uptivity Speech Analytics. Depending on your deployment model and other factors, not all widgets may apply to your system.