Dashboard

Service level card

The statistics view now includes a new card: Service level. You can show the service level of queues using four various formats: Gauge, Bar, As a percentage or by as a chart by either Bar per queue or Bar as cumulative. Chart options present the service level in 15‑minute intervals. Hovering the cursor over the interval shows the service level percentage.

User group

Filtering users by their user group is now supported.

You can select an entire group or expand it to choose only specific agents within that group.

The User group column is hidden by default. It can be selected in the Agents view (Agent information, Today’s statistics, and Queues tabs), the Conversations view, and the Agents table in the Serving status card.

Reporting group colum

Dashboard now includes a column in the Agents view for showing a user's reporting goup if one has been defined for the user. The Reporting group column is hidden by default. It can be selected in Agent information, Today's statistics, and Queues.

Other improvements

Statistics view

• Cards with bar charts

  • now save changes made to the axis scaling.

  • allow for slider scaling down to 15-minute intervals.

• The view now provides support for reduced card sizes.

New Dashboard in Launchpad

The existing Launchpad Dashboard button has been updated to open the new Dashboard. Access to the old Dashboard remains available for the 26Q2 release through the temporarily placed button.