Dashboard Permission Changes with Performance Dashboard 2.0
In addition to new visuals, this update also transitions us away from sharing individual tables with agents. Instead, agents will now be shared on entire dashboards.
As a result, all tables currently shared with agents will need to be converted to dashboards. To learn more about these updates:
If you want to jump straight into learning about the Agent Experience updates, check out this article here:
What's new with Performance Dashboards?
In this upcoming update, we are excited to announcement an overhaul to how you will be creating Performance Dashboards. Now you will be able to:
Choose different visualizations outside of tables
Create a full fledged dashboard that contains multiple tables or charts
Quickly generate non-traditional reports such as QA Feedback or Coaching Feedback dashboards
Visualize Your Data Your Way
Instead of relying on tables or heat-maps, you can now truly customize how a dashboard appears with our new Chart creator. With the new Performance Dashboards, you will see a set of buttons available that can allow you to quick create charts, tables or add in non-traditional reports.
After clicking on + Chart, you will have the option, you will see a form where you will need to fill out:
Chart Name: Name of the chart will appear on your Performance Dashboard
Chart Data: Choose whether the chart will reference Agent Metrics or Non-Agent Metrics (ex. Grader QA)
Metric: Choose what metric you want to visualize
Group By: Choose whether you want to organize the data by group or individual level.
Chart Type: Select a visualization choosing between Line, Bar, or Circle graphs.
Aggregate Metric As: Determine how you want results to be calculated such as by sum or by average.
Included Groups: Set what groups (User or Agent) will be included in the results.
As you are filling out the form, the right hand side will help you get an understanding of how your data may be visualized. If this is a brand new chart, the data on the right hand side does not represent real data and is purely for visual purposes.
Better together: Add More Than One Visualization to a Dashboard
No need to create one tab per visualization or even per KPI Table. On one Performance Dashboard tab you can group together as many visualizations or tables as you want!
To add a visualization, just click on any of the buttons at the top to create a new visualization!
After you add in visualizations, you can then drag them around the dashboard to organize your visuals in anyway that fits your needs best.
Dashboard Level Filter Settings
All of your visualizations are controlled by a centralized set of filters to help out with ensuring results are consistent per visualization.
By default we filter tables by past 30 days, but you can also choose from your usual range of date filter options such as Past 3 Months or looking at results for a specific month.
In addition to date filters, you can also set up high level filters to narrow down results across all dashboards based off of group or user levels.
Will there be updates to the Agent Experience?
Sharing Dashboards instead of Individual Tables
In this update, agents can no longer be shared on individual tables. Instead, you will only be able to share full dashboards and all the tabs within the dashboard with an agent.
How are we handling tables that were originally shared with an agent?
Agents will still have access to any table that was shared with them before. These tables will now automatically convert to dashboards, and each newly created dashboard will be accessible underneath the new Agent Experiences global folder.
Each of these new dashboards will display a table with the metrics that were originally shared with the agent along with a Coaching Session widget and a To-do widget.
Want to learn more about Agent Experience updates?
Check out this article here!