MaestroQA ✨

In the past, agents were given access to individual tables associated with a dashboard. With this update, we're changing how access is granted:

Agents will no longer have access to Performance Dashboard tables on a table-by-table basis.

Instead, agents will be given access to entire dashboards.

- Agents will no longer have access to Performance Dashboard tables on a table-by-table basis.
- Instead, agents will be given access to entire dashboards.

This change will result in a reorganization of your Performance Dashboard tables, as all tables originally shared with agents now need to be converted to dashboards.

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For case, we'll use the following dashboard setup:

Agent Homepage v1 was originally a dashboard in the Globally Shared folder Agent Dashboards, containing 3 tables:

- Shared with agent group Senior Agents

- Shared with agent group CX Agents

1. Appeals Focus
 - Shared with agent group Senior Agents
2. Areas of Focus
 - Shared with agent group CX Agents
3. Homepage
 - Shared with agent group CX Agents

If a dashboard contains tables that are all shared with different agents, we will convert the original dashboard into a folder that then contains tables from that original dashboard into individual new dashboards.

Agent Homepage v1 is considered to be shared with different sets of agents because:

The Appeals Focus table is shared with the Senior Agents group

The Areas of Focus and Homepage tables are shared with the CX Agents group

1. The Appeals Focus table is shared with the Senior Agents group
2. The Areas of Focus and Homepage tables are shared with the CX Agents group

Due to the mixed sharing permissions, we cannot share the entire dashboard with all the same agents. Instead, we will convert this dashboard into 3 separate dashboards. 

1. Each table will become a new dashboard
2. The new dashboard will contain the original table
3. It will be named after the original table
4. Example:
   1. Original: "Appeals Focus" table within Agent Homepage v1
   2. New: A dashboard named "Appeals Focus (Agent Homepage v1)"

1. The original multi-tab dashboard will be removed
2. Note: All of the data will still be available in the newly created individual Performance Dashboards
3. Example:
   1. Removed: The "Agent Homepage v1" dashboard with its 3 tabs
   2. Retained: Three new separate dashboards, each containing one of the original tables

1. If the dashboard was originally part of a global folder:
   1. A new global folder will be created
   2. The newly created dashboards will be placed here
2. Otherwise:
   1. New folders will be created and shared with each originally shared user
3. Example:
   1. If "Agent Homepage v1" was in a global folder "Agent Dashboards":
      1. New global folder: "Agent Dashboards"
      2. Contains: 
         1. Appeals Focus (Agent Homepage v1)
         2. Areas of Focus (Agent Homepage v1)
         3. Homepage (Agent Homepage v1)

1. Given this dashboard was shared with agents, you will contain a new folder name: “Agent Experience”
2. In this folder:
   1. Appeals Focus (Agent Homepage v1)
      1. Shared with: Senior Agents
   2. Areas of Focus (Agent Homepage v1)
      1. Shared with: CX Agents
   3. Homepage (Agent Homepage v1)
      1. Shared with: CX Agents

1. Each Table turns into a Dashboard
 1. Each table will become a new dashboard
 2. The new dashboard will contain the original table
 3. It will be named after the original table
 4. Example:
 1. Original: "Appeals Focus" table within Agent Homepage v1
 2. New: A dashboard named "Appeals Focus (Agent Homepage v1)"
2. Removing the Original Dashboard
 1. The original multi-tab dashboard will be removed
 2. Note: All of the data will still be available in the newly created individual Performance Dashboards
 3. Example:
 1. Removed: The "Agent Homepage v1" dashboard with its 3 tabs
 2. Retained: Three new separate dashboards, each containing one of the original tables
3. Where do the new Dashboards go?
 1. If the dashboard was originally part of a global folder:
 1. A new global folder will be created
 2. The newly created dashboards will be placed here
 2. Otherwise:
 1. New folders will be created and shared with each originally shared user
 3. Example:
 1. If "Agent Homepage v1" was in a global folder "Agent Dashboards":
 1. New global folder: "Agent Dashboards"
 2. Contains: 
 1. Appeals Focus (Agent Homepage v1)
 2. Areas of Focus (Agent Homepage v1)
 3. Homepage (Agent Homepage v1)
4. Agent Experience Folder
 1. Given this dashboard was shared with agents, you will contain a new folder name: “Agent Experience”
 2. In this folder:
 1. Appeals Focus (Agent Homepage v1)
 1. Shared with: Senior Agents
 2. Areas of Focus (Agent Homepage v1)
 1. Shared with: CX Agents
 3. Homepage (Agent Homepage v1)
 1. Shared with: CX Agents

Agent's View: Naming and Permission Updates for Agents

These new dashboards, that were originally tables, will now have the following updates:

New agent-specific dashboards will be generated:

- Named "&lt;Original Tab Name&gt; - &lt;Original Dashboard Name&gt;".
- Each tab will include:
  - Performance Dashboard Table (that contained the original data)
  - Coaching Session Widget
  - Coaching To-Dos widget

- Agents will lose access to the original tables as these will be newly converted dashboards

1. New agent-specific dashboards will be generated:
   - Named "&lt;Original Tab Name&gt; - &lt;Original Dashboard Name&gt;".
   - Each tab will include:
     - Performance Dashboard Table (that contained the original data)
     - Coaching Session Widget
     - Coaching To-Dos widget
2. Access changes:
   - Agents will lose access to the original tables as these will be newly converted dashboards

To learn more about the Agent Experience update, check out this article linked below!

Changes with Performance Dashboard 2.0

Example Case: Agent Homepage v1

What Will Change for Non-Agents

Agent's View: Naming and Permission Updates for Agents