Customize a Data Explorer widget
When you move your pointer over a widget toolbar, the widget configuration button becomes available. If you click this button, a roll-out panel that contains configurable widget settings opens. Once you apply changes to the settings, the changes persist each time you log in. To hide the widget settings, click the icon again.
Prerequisites
You need the correct permissions to view and edit widgets. The required permissions vary by widget. See Manage roles and permissions for QM, Analytics, and Insights.
Page location
Homepage > Edit Dashboard > Add Panels > WFM Widgets or QM Widgets
NOTE You need the Data Explorer permission to access the Data Explorer tab. With this permission, the following alternative path is available:
Data Explorer > New Dashboard or Dashboard (in Dashboard list) > Add Panels > QM Widgets
Procedures
Add a widget to your dashboard
- Navigate to your dashboard.
- Click Add Panels.
- Select your desired widget.
- Click inside the grid and drag to draw the outline of the parameter panel.
- Click Save. The Preview Dashboard page displays.
- Click the Settings icon (the gear in the top right corner of the widget).
-
Configure the available fields as desired.
NOTE Fields vary depending on the widget. See the field descriptions below for more information on all potential fields.
- Click Apply.
Edit a widget
- Click the Settings icon (the gear in the top right corner of the widget) while on the Preview Dashboard page.
- Edit the available fields as desired.
- Click Apply.
Field descriptions
The fields that can appear in the panel are listed below. Only the fields that apply to a specific widget appear in that widget’s panel.
Field | Description |
---|---|
Agent |
The name of the agent. The default setting for this field depends on your role:
|
Range |
The date range for the historical information. The default range is:
|
Chart |
The type of chart you want to appear in this widget. |
Eval Form |
The type of evaluation form or the name of a specific evaluation form. |
Group |
The name of the group. The default is determined by your role. |
Team |
The name of the team. The default is determined by your role. |
Group By |
How dates are grouped. The default setting is Day. |
Series 1–8 |
The data elements you want to appear in this widget. Each widget contains a unique set of data elements, and the number of data elements varies depending on the widget. |
Service Queue |
The name of the service queue. This field only appears for supervisors. |
Goal |
The goal for the selected service queue. Select the check box to display the goal. |
Bands 1–4 |
The bands determine the number of stars that appear in the Score field. For percentage-based scoring, the bands use integers from 0–100. The default value for each band is as follows:
EXAMPLE If the agent scores 61 or higher, four stars appear in the Score field. If the agent scores between 41 and 60, three stars appear in the Score field. For point-based scoring, the bands use integers. The minimum value for this range is determined by the total of all minimum values that are assigned to questions. The maximum value for this range is determined by the total of all maximum values that are assigned to questions. |
Metadata Key |
The metadata associated with the score. The drop-down list displays all defined metadata keys. The metadata that appears in this drop-down list is defined by the administrator. The default value = All. Select a metadata key and value to filter scores based on specific metadata values. |
Metadata Value |
The value associated with the metadata key. Wildcards are supported. The asterisk wildcard ( * ) represents any number of characters and the question mark wildcard ( ? ) represents one character. |
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