Customize a 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 and Analytics.

Page location

Homepage > Edit Dashboard > Add Panels > WFM Widgets or QM Widgets

NOTE   You need the Report Authoring 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 > WFM Widgets or QM Widgets

Procedures

Add a widget to your dashboard

  1. Navigate to your dashboard.
  2. Click Add Panels.
  3. Select your desired widget.
  4. Click inside the grid and drag to draw the outline of the parameter panel.
  5. Click Save. The Preview Dashboard page displays.
  6. Click the Settings icon (the gear in the top right corner of the widget).
  7. 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.

  8. Click Apply.

Edit a widget

  1. Click the Settings icon (the gear in the top right corner of the widget) while on the Preview Dashboard page.
  2. Edit the available fields as desired.
  3. 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:

  • If you are an agent and your role is limited in scope, your name appears in this field and the field is disabled
  • If your role has a broader scope, this field is enabled and you can choose an agent from the drop-down list
  • If you are an agent and your role has a broader scope, your name appears in this field and you can choose an agent from the drop-down list

Range

The date range for the historical information. The default range is:

  • Eight days for Service Queue Performance
  • One month for Agent Percentages, Average Time per Call, Agent Calls per Hour, Call Volume, Agent Time, Agent Time Distributions, Agent Time Totals, and Speech Statistics
  • The past six months for Contact Totals, Evaluation Averages, and Evaluation Ranges

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:

  • Band 1 = 20
  • Band 2 = 40
  • Band 3 = 60
  • Band 4 = 80

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.

Related topics