Getting Started with Dashboards

Dashboards make it easy to broadcast and share data and information in visually-rich and impactful ways across your contact center. There is at least one starter dashboard template configured to track a selection of metricsClosed Calculates a measure for the various intervals of time and various roll-up combinations. The formula to create a metric is: a measure plus the keys for “what” and “when.” using basic widgets. To display basic details about the data presented in a metric widget, hover over the information icon.

All users have access to the Dashboard tab featuring dashboards and consolidated reports. This page displays one dashboard at a time, but you may have multiple dashboards listed as numbers along the left side of the screen. Hover over the list to see names of any other dashboards published to your groupClosed A definable collection of users.. You can click any dashboard to view it and make any available dashboard your favorite so that it is displayed on the page by default.

If multiple dashboards are available to you but you do not want to see all of them as numbered choices, you can select which ones to hide or show with appropriate permissions:

  1. Click the lock icon above the numbered list to unlock your dashboards.
  2. Click Manage Dashboards and choose view dashboards available to you.
  3. In the list of Available Templates, click the icon in the Action column to show dashboards in, or hide dashboards from, your numbered list.

Dashboards are available to you if they were published to group(s) to which you belong. If you have permissions to create dashboards, then the list will also include dashboards you have created, but may not have published.

With appropriate permissionsClosed A type of setting that allows or restricts users’ access to information and functionality. Permissions are added to roles, then roles are assigned to users., you can edit dashboards published by template designers. These changes do not affect the published template. Only you can see the changes you make, unless you publish the edited dashboard as a template to one or more groups. When a dashboard template is updated or changed by its owner, NICE Uptivity prompts you with the following options:

  • Override Current Dashboard — Select this to accept the updated template, but be aware that this will override any changes you have made to the dashboard.
  • Add as New Dashboard — Select this to accept the updated template as a new dashboard. This will retain the previous dashboard along with any changes you have made.

Some widgets allow you to drill down for additional data. For example, when data is presented per month, you can drill to per week, per day, and per hour, based on the availability of metrics for these keys. If a widget allows drill-down, the mouse pointer changes to a hand when you hover over the widget data. For more information on the metrics, measuresClosed A simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, etc., and KPIsClosed An acronym for Key Performance Indicator - a measurable value that demonstrates how effectively a company is achieving key business objectives. that are used in dashboard widgets, see Data Analysis Overview.