Changes with Performance Dashboard 2.0
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.
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.
Example Case: Agent Homepage v1
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:
Appeals Focus
Shared with agent group Senior Agents
Areas of Focus
Shared with agent group CX Agents
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
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.
What Will Change for Non-Agents
Here's what will happen:
Each Table turns into a Dashboard
Each table will become a new dashboard
The new dashboard will contain the original table
It will be named after the original table
Example:
Original: "Appeals Focus" table within Agent Homepage v1
New: A dashboard named "Appeals Focus (Agent Homepage v1)"
Removing the Original Dashboard
The original multi-tab dashboard will be removed
Note: All of the data will still be available in the newly created individual Performance Dashboards
Example:
Removed: The "Agent Homepage v1" dashboard with its 3 tabs
Retained: Three new separate dashboards, each containing one of the original tables
Where do the new Dashboards go?
If the dashboard was originally part of a global folder:
A new global folder will be created
The newly created dashboards will be placed here
Otherwise:
New folders will be created and shared with each originally shared user
Example:
If "Agent Homepage v1" was in a global folder "Agent Dashboards":
New global folder: "Agent Dashboards"
Contains:
Appeals Focus (Agent Homepage v1)
Areas of Focus (Agent Homepage v1)
Homepage (Agent Homepage v1)
Agent Experience Folder
Given this dashboard was shared with agents, you will contain a new folder name: “Agent Experience”
In this folder:
Appeals Focus (Agent Homepage v1)
Shared with: Senior Agents
Areas of Focus (Agent Homepage v1)
Shared with: CX Agents
Homepage (Agent Homepage v1)
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 "<Original Tab Name> - <Original Dashboard Name>".
Each tab will include:
Performance Dashboard Table (that contained the original data)
Coaching Session Widget
Coaching To-Dos widget
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!