This is a complete guide on how to configure live wall boards using the Insights Dashboards application.
Insights Dashboards allows you to configure a live wall board to show a data summary of calls in your Call Centre.
It's recommended that you familiarise yourself with all the statistics available to you in the Insights application (see here).
TIP: All call centre supervisors come with a couple of pre set wall boards for you to use.
How to Open Insights Dashboards
To open the dashboards application, select "Insights" from the portal, then click on "Dashboards".
Alternatively you can click on "Apps" from the top right of the portal then "Dashboards".
IMPORTANT: Either way of opening the dashboards will open the application for the currently logged in user. This is important to understand if you area a reseller, as if you are trying to view the dashboards of one of your customers you must first masquerade as one of the supervisors/admins on their domain first.
The Navigation Menu
To open the Navigation menu, select the burger button option at the top left of the dashboards application (shown as number 1 above).
2 - New Board: Click here to create a new wall board (Supervisors and Admins only).
3 - My Boards: Shows a list of boards you have created.
4 - Shared With You: Shows a list of boards created by other supervisors that have been shared with you.
Dashboard Options
This goes over all the options available for you on a dashboard.
NOTE: Options are limited for dashboards you haven't created yourself unless you have been given edit access by the creator.
1 - Edit Mode: Puts the dashboard into edit mode, allowing you to build the widgets and stats you want to see (see dedicated edit mode section below for more information).
2 - Copy Board: Duplicates this dashboard allowing you to create edits without affecting the original.
3 - Delete Board: Deletes this dashboard.
4 - Board Settings: Brings up some configuration settings for this dashboard.
5 - Favourite Board: Mark this dashboard as one of your favourites.
6 - Share Board: Allows you to share boards with other users.
When sharing your board you can choose to share with all users, all other supervisors, all agents, specific departments, specific site, or specific users.
You can also share a public link that allows you to see a view only version of the wall board without logging into the portal.
TIP: The public link is especially useful if you're putting the dashboard on a wallboard as if you are logged into the portal you will eventually be logged out due to the expired session, however this does not happen with the public link.
Edit Mode
Click on the "Edit Board" button to begin to build the dashboard how you want.
Add Header
Press the "Add header" button to add a header to your dashboard that can be used to title areas.
The new header can be edited, deleted, moved, or resized.
Click the edit button to modify the text and font size of the header.
Add Card
Click the "Add Card" button to add a new widget to the dashboard that you can configure to show specific stats
From here you can delete the card, resize it, move it, or click "Choose Type" to pick a specific type of widget you want.
Card Types
Line Chart
The line chart card allows you to view a line graph of data shown over a set duration.
To begin click "Line Chart" then select "Next".
From here click on "Add Data" to choose what statistic you want to report on.
Select which stat you want to report on from the list.
From here you can choose to Breakdown the data or set a filter
If you choose to breakdown by Agent or Queue it will show a separate line per Agent Queue
When you're happy with your filters click "Add".
From here you can choose to add more data if you wish (which will show as an extra line on the graph) , you can set a time range, or you can configure an alert.
When you are happy with your setup click on "Next".
Lastly configure the "Styles" section to configure how your card will look.
You can choose from various options such as Header Size, Line type, Line Shape, etc...
Gauge
The gauge card allows you to specify a stat that shows on a gauge, allowing you to view progress of the stat.
To begin select the "Gauge" card then click next.
Select "Add Data" to choose the stat you want to report on.
Configure a "Filter" to specify which data sources to pull from, and configure an "Upper Limit" to choose what value is considered the top of the gauge.
From here set a time range or an alert.
You can also configure a "Default Colour" to change the colour of the gauge.
Lastly configure the desired style then click done.
Single Stat
The Single Stat card simply shows a single value.
First select the "Single Stat" option then click "Next".
Select "Add Data"
Choose the stat you want to show from the list.
Configure a desired filter then select "Add".
Configure a time range and desired alert then click "Next".
Lastly configure the desired styling then click "Done".
Table
The table card allows you show a table of data displaying line by line information
First select the "Table" card option then click next.
Select "Add Data"
The table card has 3 types to choose from, Agents, Call Queues, and Calls Waiting.
The Agents table will show a list of agents with corresponding stats.
The Call Queues table will show a list of call queues with corresponding stats.
The Calls Waiting table will show a list of all calls currently waiting in queues.
Select the type you want then click next.
Here you can set a filter, when ready click next.
To configure which stats to show on the table, click on the "Edit Columns" button.
From here you can pick multiple statistics to show up on the table.
Once you've chosen your stats you can choose a time range and alerts, then click next.
Lastly configure your desired styling then click done.
Grid
The grid card lets you show a grid of agents showing their status.
First select the "Grid" card then click next.
Select "Add Data"
Select "Agents"
Configure your desired filter then click "Done"
Click "Next"
Lastly configure your desired styling then click "Done".
Note
The note card lets you write into a text box to display on the dashboard.
First select the "Note" card then click next.
Enter your desired text then click Next.
Lastly configure your desired styling then click done.
Iframe
The iframe card allows you to embed an external web page into the dashboard.
WARNING: The iframe card is an advanced feature that requires some basic web development knowledge.
The iframe card uses the same logic as a HTML iframe tag.
Not all websites support iframing.
For more information see here: https://developer.mozilla.org/en-US/docs/Web/HTML/Element/iframe
First select the "Iframe" card then click Next.
Enter the URL you wish to include in the Iframe then click next.
Lastly configure your desired styling and click done.
Widget Time Ranges
When configuring time ranges you have 3 options
Rolling - Shows a rolling time frame, for example "Last 24 hours" or "Last 7 days".
Static - Allows you to specify a date range to show data from.
Daily - Specify days of the week and times within those days to show. Will only show the current day.
Widget Alerts
On some cards you can configure an alert.
The alert allows you to set an upper or lower threshold, upon reaching this threshold the alert will change the colour of the widget and dispatch a browser notification (optional).
Examples could be "Issue an alert if more than 5 people are waiting in a queue" or "Issue an alert if the average wait time goes over 10 minutes".
To begin click the "Add Alert" button from the "Data" tab on a widget.
From here you can pick which data source to alert from, pick weather the alert is for the value going above or below a certain value, and set the value threshold.
You can also configure the colour for the widget to change to when alerting, as well as weather or not dispatch a browser notification.
Custom Data Sources
Office managers or above can also configure a custom data source that allows pulling data from an external URL.
WARNING: Custom data sources are an advanced feature that requires you to setup your own URL to return data.
Luminate Wholesale cannot offer any support for this.
Custom data sources are only available certain cards, to choose custom data source as an option create a card and then scroll to the bottom of the stat list
Enter the URL you want to use then click add.
The URL must return a JSON object with a key and a numerical value matching the key.