Dashboards Overview

Quick links in this article:

Dashboards provide real-time analytics to help you monitor your contacts, manage your resource, and keep tabs on live conversations so you can identify operational concerns as soon as they occur. In this article, we’ll explore how to set one up from scratch.

Key Information

A few useful things to know about dashboards before diving in:

• Data is refreshed every 10 seconds.

• All data points are available via the API.

• You’ll need Analytics permissions to access Dashboards (or Owner): User Permissions

Metrics Available

Below is a summary of the metrics available in our dashboard tiles. For a full breakdown of the data available in Dashboards, see: Dashboards Metrics

• Queue Volumes

• Queue Wait Times

• Key Web Chat and Voice Metrics

• Resource Information

• Response Times

• Active Conversations

• User Monitoring

Dashboard Access

Access Dashboards via the icon in your navbar, at the top of the screen. If you already have a Dashboard configured, you’ll be able to select it from the dropdown on the left.

Open

Get to Dashboards via the navbar

Creating a Dashboard

To create a brand new dashboard, start by clicking Add Dashboard to the right of the menu bar. In the modal, give your dashboard a name and click save.

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Create and save a new dashboard, and add your first section

Dashboards are split into sections - create your first one by clicking Add Section, and give it a name. We’re going to use ‘Overview’ for our section name.

Now that you have a dashboard and a section, it’s time to add a tile! You can create multiple tiles in each section, resize and reposition them as needed.

Click Add Tile. We’re going to use the Queue Overview tile for our example.

In the final configuration step for a new tile, you’ll need to give the tile a name, and select a few options. For our Queue Monitoring tile, we’ll need to tell Gnatta which queues we want to include.

Remember you can click and drag to reposition, or grab the bottom right corner of a tile to resize it as needed.

Setting Thresholds

On some tiles, in the three-dot menu, there is an option to set Thresholds. These can be used to visually highlight when values reach a specific level (greater than or less then) - which is particularly useful as a visual aid when your contact centre is experiencing excessive volumes or has an availability concern.

Once you’ve set a threshold, any values exceeding (or failing to meet) the threshold will be highlighted, as follows: