A dashboard summarizes metrics on one page: charts, tables, KPI tiles and filters that narrow each other down. Unlike a report, it does not run for a fixed period — you choose the period with the filters in the dashboard.
The Dashboard list
Under Dashboard in the navigation pane; the header counts the dashboards, for example Designs: 4. The list shows Name — the title of the dashboard — as well as Description and Owner. Dashboards of a supervisor have a blue icon.
| Command | Effect |
|---|---|
| Properties or double-click | opens the dashboard in the dashboard designer |
| Add | opens the designer with an empty dashboard |
| Add copy | creates “(Copy) …”; the copy is general |
| Make generally available | only for dashboards of a supervisor: the dashboard then belongs to everyone. |
| Delete or Delete | deletes after the prompt Delete dashboard design |
| Show | only with Report design: See: opens the dashboard in the designer; all controls are locked, including the filters |
The designer only ever shows one dashboard. If you open another one from the list, it replaces the open one without a prompt — so save first.
The dashboard designer
The Dashboard Design window contains the DevExpress dashboard designer. With it, you insert items — for example Pivot, Grid, Chart, Pies, Gauges, Cards and Filter Elements — and assign fields of the statistics to them. How this works in detail is described in Designing dashboards.
The data: A new dashboard gets the data source “myContactCenter” with three queries, see What the statistics count:
| Query | One row per |
|---|---|
ConversationTrackingStatistics |
conversation |
ConversationTrackingDetails |
state segment of a conversation |
AgentTrackingDetails |
agent action |
- The queries have no time filter: every time the dashboard loads, SQL Server reads the entire statistics. In Server Mode — the default for new dashboards — it aggregates the data itself and only sends the results to your computer; without it, your computer loads all rows. Narrow down the period with filter elements, for example by year, month or day. The longer myContactCenter has been running, the longer loading takes.
- A filter only affects the items that read the same query — see Filters across multiple queries.
- The times are in UTC; the dashboard does not convert them to local time. Filters such as “today” therefore shift at the day boundaries by the time difference.
- When you open a dashboard, myContactCenter brings the connection and the queries in its first data source up to date. Your own queries and calculated fields are kept.
Save writes the dashboard to the database, under its title; the server does not save a dashboard without a title. Save As saves in the same way and does not create a copy — you create a copy in the list with Add copy. Dashboards you create in the Administration are general. The server distributes every saved dashboard to all administrators and supervisors.
Export in the ribbon saves the dashboard as an XML file, for example for another installation. PDF files, images and Excel spreadsheets, on the other hand, are created with Export To in the title bar of the dashboard.
Templates
The Administration comes with sample dashboards in the folder
%ProgramData%\ilogixx GmbH\myContactCenter\Dashboard Templates. Open one in
the designer with Open, adjust the title, filters and skills, and save it.
| File | Title | Shows |
|---|---|---|
Simple.xml |
“Konversationen” | connected, offered, unhandled and abandoned conversations in a pie chart, plus a chart per hour of the day of the offered and connected conversations and the talk time |
Hourly call volumen.xml |
“Callvolumen je Stunde” | conversations per hour, weekday, calendar week, skill and phone number, with filters by period, conversation type and skill |
Agentanalytics.xml |
“MA-Auswertung Zeitraum” | the agent actions in pivot tables and charts, with filters by year, month, calendar week, day and weekday |
Daily Agentcalls.xml |
“MA - Calls pro Tag final” | number and duration of the calls per agent and day, with filters by period, agent and skill |
test.xml, test with manual data source.xml |
“Aktionen der Agenten”, “Actions overview” | the agent actions by type in a pie chart |
Dashboards for supervisors
Supervisors see all dashboards in the Agent — the general ones and those of other supervisors. They can only save and delete their own; the Agent refuses to save a general dashboard with Saving general dashboards is not permitted., see Report and dashboard.