Dashboard

The following changes and improvements have been made in the area of Dashboard.

With all key features now available, the new Dashboard is ready for you to explore. We recommend making the switch to take advantage of its enhanced performance and design. Based on your tenant, the URL to the new Dashboard can be reached by https://[your tenant]/dashboard/ or https://[SSO}/[your tenant]/dashboard/. You can also add the link to CP's user menu in System Configurator > User and role management > User settings template > Communication Panel (CP) Contact center > Show launch button for Dashboard.

Also note that as of the release 26Q1 (23 Jan 2026) onwards, the documentation link to Dashboard in the documentation main page will open to the new Dashboard document.

New cards

The Statistics view offers the following card types that are fully scalable for large screens and with text that dynamically adjusts to fit the card layout.

Mixed-channel monitoring

Instead of needing separate cards for calls, emails, and chats, you can monitor a mix of all channel types in one card. Additionally UI recognizes the type of card to build by selection of a single or multiple queues.

Automatic prioritization

When monitoring multiple queues, the card automatically highlights the queue with either the longest-waiting conversation or the largest number of conversations.

Chart types

You have the option to configure cards as bar charts, gauges, donut charts, or pie charts depending on the card type.

Alerts

When you define SLA thresholds in System Configurator (SC), cards will automatically change color to show status:

  • green

    Queuing time is within accepted time range.

  • yellow

    Queuing time warning level is exceeded.

  • red:

    Queuing time critical level is exceeded.

If a queue has a queue size defined in SC, an icon will appear on the card when a predefined limit is met or exceeded.

Other improvements

Showing customer name

The Conversations view shows the customer name for an incoming queue conversation in the Source name column if found in the Directory.

If there are several matches, Dashboard shows the number/email address instead of a name and indicates this with the following:

Destination name shows the call recipient name if found in the Directory.

Transcripts and internal notes

The Conversations view has new columns and filtering options for conversations that have a transcript or internal notes.

New filtering options:

  • Use the new Transcript filter to find the call conversations that have been transcribed.

  • Use the new Internal notes filter to find all conversations where an internal note has been added.

    When a conversation has internal notes, this is also indicated as an event in the Conversation details view.

Campaign customers

The Campaigns view now has tabs for All customers and My called customers.