Agent Dashboard Settings

Updated: November 21, 2024

Agent Dashboard Settings are dashboards with custom displays that can be assigned to accounts, users, teams, and call types, such as queues and campaigns.

Agent Dashboard Settings are meant to better serve the agent (and the contact) by creating and visually displaying unique workflows, based on the assignment, instead of having a static global dashboard for every contact scenario.

Go to: Contact Center > Agent Dashboard Settings

Click Create New Dashboard to begin the builder.



Name Section

Create a name for the dashboard setting.



Main Section

By default, the "Main" section displays contact fields that are directly related to the contact (e.g. First Name, Last Name, Phone Number, etc). The section label can be edited or left as "Main."



Click the downward arrow (∨) to open stylizing options for this section.

• Show Name Section on Form. Enabling this feature displays the section name on the agent dashboard.
• Section Background Color. This feature provides color options for the section background.
• Section Label Color. This feature provides color options for the section name.

• See example

Click any contact field to open property options for the field.

• Read Only. Enabling this option allows for the contact field to become "read only." This means it cannot be edited from the agent dashboard.
• Background Color. This feature provides color options for the contact field background.
• Label Color. This feature provides color options for the contact field label.
• Label Font Size. This feature provides font size options within the contact field.
• Width (px): This feature provides width change option for the contact field.
• Section: This feature provides the option to move the field to another section.

• See example

Click and drag contact field tiles in order to rearrange them within the section, move to another section, or move to the "Hidden Fields" section located on the right side of the page. Alternatively, you can click the X on the upper right corner of the tile to move to the "Hidden Fields" section.

Click the X on the upper right corner of the section to move it into another section or move it to the "Hidden Fields" section. By clicking the X, you'll be prompted to select an option from the drop down menu, then click Continue to move it.



Click the arrows located on the left side of the section to move sections up or down in the builder:



Meta Section

By default, the Meta section displays fields that are related to contact activity (e.g. Call Disposition, Last Outbound Call, Total Inbound Calls, etc).

The same arranging and stylizing options apply to this section as well.

New Section

The New section provides a space to create a section from scratch. To activate this section, first create a name and then click outside of the section area to save it. After the section is created, you can begin moving tiles into the section.

The same arranging and stylizing options apply to this section as well.

Hidden Fields

This section contains fields that are hidden from the agent dashboard. Fields can be moved by drag and drop or, to instantly move fields over, click the X on the upper right-hand corner of the field box. Fields can be rearranged, but cannot be stylized like other sections.

To move fields out of Hidden Fields, click and drag a field onto any section.

Click Save to finish.

Would You Like to Create An Assignment?

When a new agent dashboard is created, and "Save" is clicked, you'll be prompted to either Add Assignment or Skip.



Add Assignment



If you opted to click "Add Assignment," you'll be redirected to the "Create Assignment" page. From here, the dashboard can be assigned to a campaign, queue, team, user, or set as an account default. When a selection has been made, click Submit to finish.

Note: Once a campaign, queue, team, user, or account has been assigned a dashboard, another dashboard cannot be assigned to it.

Example: If "New Agent Dashboard A" is assigned to User: 1, then another dashboard cannot be assign to user 1. It would need to be removed in order to add a different dashboard. You are, however, able to assign the new dashboard to other users, campaigns, or queues, etc.

For example, if user 1 has a dashboard assignment and is also a member of a campaign or queue that has a different dashboard assignment, when the agent takes a call from that campaign or queue, it will display the dashboard assignment for that call.

Conclusion

This feature is helpful to businesses that are inbound-heavy. With the variety of stylizing options, managers can make the agent dashboard easier for agents to manage multiple call types.

For any further assistance with this feature, please contact support.