You design dashboards in the Dashboard Designer. It is based on the DevExpress dashboard designer; these pages describe it as myContactCenter shows it. How to manage dashboards, copy them from samples and make them available to supervisors is described in Dashboards.
- In the Administration, a double-click on a dashboard under Dashboard opens the Dashboard Design window. It always shows one dashboard; if you open another one, it replaces the open one.
- In the Agent, supervisors with the Report designer permission design dashboards in the Dashboard module — see Report and dashboard. The tabs of the designer then appear in the ribbon of the Agent.
The layout
| Area | Purpose |
|---|---|
| Quick Access Toolbar | above the ribbon: Save, Undo, Redo and Update |
| Ribbon | the Home and Data Source tabs; if an item is selected, also its Data and Design tabs |
| Data source browser | on the left: Data Source and Query, below them the fields of the query — see Preparing data |
| DATA ITEMS | the sections of the selected item into which you drag fields — see Items and data |
| Dashboard surface | on the right: the title bar of the dashboard, below it the items |
For an empty dashboard, the dashboard surface only shows a hint that you insert items using the ribbon.
The ribbon
Home
| Group | Commands |
|---|---|
| File | New, Open, Save; in the Administration also Export, in the Agent Dashboards and Delete — see Creating, opening, saving |
| History | Undo and Redo; the drop-down list next to them undoes several steps at once |
| Insert | the items — see Items and data |
| Item | only when an item is selected: Duplicate, Delete, Convert To, Remove Data Items, Transpose, Edit Rules |
| Dashboard | Title, Currency, Edit Colors, Parameters, Automatic Updates, Update — see Arranging and styling |
With Automatic Updates, the designer recalculates the dashboard after every change. Switch it off if loading takes a long time; the dashboard then only recalculates when you click Update. If a group or a tab is selected, a ribbon group with Delete is added.
Data Source
| Group | Commands |
|---|---|
| Data Source | New Data Source, Edit Connection, Rename, Delete, Server Mode and Add Calculated Field — see Calculated fields |
| Query | Add Query, Edit, Rename, Filter, Delete |
You can view the queries of myContactCenter with Edit, but not change them; Filter is locked for them. You put together a query of your own with Add Query.
Data and Design: When you select an item, a colored heading such as Chart Tools appears above the tabs, with two tabs: Data with filter and interactivity, Design with the appearance. What the individual items offer there is described in The Data and Design tabs.
In the Administration, the button to the left of Home opens an overview with New, Open, Save, Save As and Recent — the files last loaded with Open. The Agent does not have this button.
What myContactCenter sets up itself
A new dashboard gets the data source “myContactCenter” with three queries:
| Query | One row per | Fields |
|---|---|---|
ConversationTrackingStatistics |
conversation | Conversations |
ConversationTrackingDetails |
phase of a conversation | Phases of conversations |
AgentTrackingDetails |
action of an agent | Agent actions |
- Every time a dashboard opens, myContactCenter connects its first data source to the myContactCenter database and brings its three queries up to date. Your own queries and calculated fields are kept.
- myContactCenter also connects every further SQL data source to its database. Changes made with Edit Connection are therefore not kept.
- The data source works in Server Mode: SQL Server aggregates the data, and your computer only receives the results. If you switch the mode off, the designer asks for confirmation and then loads all rows of the statistics onto your computer — which takes time. Leave it switched on.
- The queries have no time filter, and the times are in UTC. You choose the period with a date filter.
Creating, opening, saving
| Command | Effect |
|---|---|
| New | creates an empty dashboard; if you have unsaved changes, the designer first asks whether to save them |
| Open | loads a dashboard from an XML file, for example a sample from the Dashboard Templates folder — see Templates. It counts as a new dashboard. |
| Save | saves the dashboard in the database, under its title |
| Save As | only in the Administration: saves like Save. You create a copy in the list with Add copy. |
| Export | only in the Administration: saves the dashboard as an XML file, for example for another installation |
| Dashboards | only in the Agent: opens another dashboard — without a prompt; save first |
| Delete | only in the Agent: deletes the open dashboard if it belongs to you |
If you close the Dashboard Design window with unsaved changes, the designer asks as well.
For a new dashboard, the first Save creates it in the database; every further one saves the same dashboard. In the process, the designer reloads a dashboard from New or Open once, as it was saved.
In this section
| Page | Contents |
|---|---|
| Items and data | the items, assigning fields, dimensions and measures, options, the Data and Design tabs |
| Preparing data | data source browser, summarizing, grouping, sorting, top N, filtering, formatting, calculating, calculated fields |
| Filtering and linking | master filters, filter elements, date filters, filters across multiple queries, drill-down, groups |
| Arranging and styling | layout, tabs, colors, colors by condition, title, parameters |
| Exporting and printing | PDF, image, Excel, print preview |
| Examples | step by step: chart, grid, date filter, combo box, pies, card, color rule, calculated field, export |
Which fields the queries return is described in Statistics fields.