Dashboards

Create, view, and manage custom dashboards to monitor system indicators, metrics, and charts, assigning access by visibility groups.

Path: Access via the left menu: Service interface > Data > Dashboards

Dashboard list: Displays all registered dashboards, showing name, status (active/inactive), and available actions.

Status: Indicates whether the dashboard is active (visible to allowed groups) or inactive (hidden from users).

Quick actions: Edit: Change the settings of the existing dashboard.
View: See the dashboard with the configured indicators and charts.
Delete: Remove the dashboard from the system.

"Create dashboard" button: Click to start creating a new custom dashboard. Lets you set name, description, status, and visibility groups.

Dashboard creation/editing form:

Dashboard name: Set a clear, objective name to identify the dashboard. Example: "Real-time support".

Dashboard status: Enable or disable the dashboard's availability to users in the visibility groups.

Description: Optional field to detail the purpose or relevant information about the dashboard.

Visibility groups: Select which user groups can view the dashboard. Example: "Supervisors", "Management team".

Dashboard building tools:

Add metric: Insert numeric indicators, such as "Chats in queue", "Chats in progress", "Tickets created today".

Add chart: Include previously registered visual charts, such as bar, line, or pie, for trend and comparative analysis.

Add box: Create highlight boxes to display specific information or groupings of metrics.

Dashboard items: Each item can be configured individually, with options to move (left/right), configure (gear icon), or remove (trash icon).

Metric examples: - Current date, time, and day of the week.
- Chats in queue: number of chats waiting.
- Chats in progress: chats currently active.
- Chats closed today: total chats finished today.
- Abandons today: number of abandoned chats.
- Average wait time: average time customers wait in the queue.
- Average handling time: average duration of chats.
- Average abandonment time: average time until the customer abandons the queue.
- Tickets created, updated, open, resolved, status new, in progress, waiting, pending, average first response time, average resolution time, tickets with expired SLA.

Data refresh: Each metric or chart displays the last update time, ensuring real-time or near real-time information.

Dashboard viewing: Dashboards can be accessed by users in the defined visibility groups, enabling centralized tracking of the system's key indicators.