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  • 1.  Release from 2/3/25 - Configure performance dashboard widgets with work team and reports-to filters

    Posted 03-11-2025 11:01
    No replies, thread closed.

    Hello. Has anyone been able to do this configuration? Per the release notes: 

    Supervisors can now configure performance dashboard widgets with work team and reports-to filters to display user performance data. This feature helps supervisors monitor performance metrics for dynamic user lists, such as members of a specific work team or users reporting to a specific individual. These new filters allow supervisors to monitor team performance, optimize resource allocation, and quickly make data-driven decisions. When sharing dashboards, the selected filters are retained, ensuring consistent views across teams. This enhancement simplifies the process of tracking agent performance and improves the usability of dashboard widgets.

    I have tried editing existing db's and creating new one to see where I can configure the work team or reports-to filters and don't see it.

    Also, the sorting doesn't seem to do anything. I configured the agent status widget to sort from highest duration in status but doesn't happen. Nor does the sorting arrow appear on that column as it shows on the how-to videos posted.


    #Dashboards

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    Araceliz Scott
    Supply Chain - HCS - Contact Center Business Analyst (WFM Team)
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  • 2.  RE: Release from 2/3/25 - Configure performance dashboard widgets with work team and reports-to filters
    Best Answer

    Posted 03-12-2025 04:35
    No replies, thread closed.

    In the new dashboard UI, the new filter drop down with 'Individual users', 'Users of a specific work team' and 'Users who report to a specific user' only seems to be available when adding dashboard Widget Type as Metric, and selecting 'Filter By User'.  

    When setting up the Agent Status widget to filter by Queue the sort arrow shows up on the duration column.  When filtering by Agent the sort arrow shows up on the Agent column.



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    Raquel Galvin
    Sr. UC Engineer
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  • 3.  RE: Release from 2/3/25 - Configure performance dashboard widgets with work team and reports-to filters

    Posted 03-14-2025 08:58
    No replies, thread closed.

    Exactly, this is only available in the new version of the dashboards (horrible in white and with numbers that are too small) with the "Metric" widget type. However, it's only available for one work team. It doesn't make sense to me to limit it. Just my opinion.



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    Maik Olk
    IKEA Customer Support Center GmbH
    Germany
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    Original Message


  • 4.  RE: Release from 2/3/25 - Configure performance dashboard widgets with work team and reports-to filters

    Posted 03-19-2025 08:40
    No replies, thread closed.

    Could I request that the option is also given to create and display 'calculated metrics' in the dashboard?  For example I would like to calculate my 'Abandoned call rate' (%) to consider 'Callbacks' subtracted from the 'Abandoned - No short' figure.  At this stage I can only show 'Abandoned - No short'/'Offered' for this, which is not a true reflection.  Many thanks.



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    Andrew Smith
    Computer Services Manager
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