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Configuring Talkdesk Live Widgets: Overview

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Talkdesk Live™ has a set of configurable widgets. The widget settings are split into “Preferences” and “Filters”, and they can be easily adjusted, so you retrieve only the results you want to see. 

Note: To use Live, you need to have the relevant permissions.

 

Preferences

Preferences allow you to configure the following widget settings:

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  • Widget Name [1]: The widget name that will be displayed on the dashboard.
  • Metric [2]: Which metric will be displayed in the widget.
  • Breakdown [3]: A detailed view to apply to the metric.
  • Time Span [4]: The time interval to measure. The options are:
    • Last 15 minutes
    • Last 30 minutes
    • Last hour
    • Today

The Time Span for ‘Live’ metrics cannot be modified.

  • Visualization [5]: The format or graphic in which the metric will be displayed.  The visualization options depend on the metric selected and which, if any, breakdowns are selected.
  • Threshold [6]: The target values that appear on the widget and trigger the metric as red, yellow, or green depending on the thresholds you set.

 

Adding Widgets to a Dashboard

It's possible to add more widgets to any dashboard, including the default dashboard layouts. Each Live dashboard can have up to 16 widgets.

To add a widget to your Dashboard, follow these steps:

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1. Enable the Edit mode and click Add Widget [1], in the top-right corner of your screen.

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2. Select what to display in the new widget [2], then click Add widget.

 

Deleting Widgets from a Dashboard

If you delete a widget from a dashboard, and you decide that you want that widget again, you cannot Undo or click to restore the widget you just deleted. Instead, you will need to go through the process of adding a widget to the Dashboard and applying your configurations to the widget.

To delete a widget:

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1. After enabling Edit mode on your dashboard, select the widget you wish to Delete [1] and click the trash icon.

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2. A pop-up window appears to confirm if you wish to delete the widget. Click Yes, delete widget [2] to proceed.

Note: Every dashboard must have at least one widget.

 

Naming Widgets on a Dashboard

By default, the name of the widget will automatically be displayed as the metric selected on the widget. You can replace this name with a custom name of your choosing. Widget names can be up to 64 characters in length.

 

Renaming Widgets on a Dashboard

To rename a widget on a dashboard:

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  1. Select the dashboard [1].
  2. Click Edit [2].

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  1. Click the Settings icon on the widget you wish to rename [3].
  2. On the Preferences tab, type the new name of the widget in the Widget Name field [4].
  3. Click Save [5].

 

Resizing Widgets on a Dashboard

You can resize widgets on your dashboards to suit your preferences.

To resize a widget on your Dashboard, please follow these steps:

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1. Enable the Edit mode.

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2. Click and hold the resize icon in the lower right corner of the widget [1]. Drag the corner of the widget to enlarge or reduce the widget’s size.

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3. Release the mouse when the widget is the size you want [2]. Other widgets will move automatically to accommodate the new size of your widget.

 

Moving Widgets on a Dashboard

You can move widgets around on your dashboards to suit your preferences.

To move a widget on your Dashboard, follow these steps:

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1. Enable the Edit mode.

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2. Click and hold the move icon in the lower-left corner of the widget [1].

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3. Drag the widget to the new location on the dashboard and release the mouse [2]. Other widgets will move automatically to accommodate the new placement of your widget.

 

Filtering Dashboard Widgets

The filtering options available in each widget depend on the metric you select to display in the widget. Some metrics have more filtering options than others.

For example, queue-only metrics such as service level will have a ring group (queue) filter, but will not have filters related to agent or team.

Below is an example of the kinds of filters you may encounter on a widget.

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Ring Group Filter

  • A ring group filter may apply to the contact’s queue, or it may apply to the ring group assigned to agents, depending on the metric selected in the widget.
  • If a widget is displaying a queue-based metric, the ring group filter will apply to the queue. The Live Contacts List widget is an example of this.
  • If the widget is displaying agent-based information, the ring group filter will apply to the agent’s assigned ring groups (skills). The Live Agents List widget is an example of this.
  • Contacts handled in dedicated phone numbers will not be shown when ring group filters are applied. To display dedicated lines, make sure no ring groups are selected in the ring group filter.
  • A ring group filter set at the dashboard level will replace any ring group filters set at the widget level.

Tip: For example, if you have a widget’s filter set to Ring Group 1 and you apply a dashboard widget filter where Ring Group 2 is selected, the widget will then filter only for Ring Group 2.

  • Select All: On a ring group filter will select all ring groups that exist at the time you set the filter. Additional ring groups added to the account later will not be included in the filter.  If you want to see all ring groups now as well as any added in the future, do not make any selections in the ring group filter. It will show all ring groups by default.

 

How Filters are Applied to Widgets

Multiple Filters

Multiple filters are treated as an AND condition.

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On the Live Agents List widget, you select “Support” in the teams filter, and “Available” in the status filter. The widget will display agents from the Support team who are currently in the “Available” status.

Note: Both filter conditions must be met in order for the agent to appear in the widget.

 

Multiple Filter Selections

When you select multiple options within a filter, those selections are treated as an OR condition.

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On the Live Agents List widget, you select “Support”, “Support US”, and “UK Sales Team” in the Team filter.

The widget will display:

  • Agents who are on the “Support” team.
  • Agents who are on the “Support US” team.
  • Agents who are on the “UK Sales Team”.

 

Applying Multiple Filters and Multiple Selections

Multiple filters will be treated as AND conditions, and multiple selections within each filter will be treated as OR conditions.

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In the Live Agents List widget, you set the following filters:

  • “Support”, “Support US”, and “US Sales teams”.
  • “Available” status.
  • Ring Group no-dial.

The widget will display all the following:

  1. Support team agents who are in “Available” status and have “no-dial” Ring Group assigned to their agent profile.
  2. Support US team agents who are in “Available’” status and have “no-dial” Ring Group assigned to their agent profile.
  3. UK Sales team agents who are in “Available” status and have no-dial Ring Group assigned to their agent profile.

How the AND and OR conditions are applied in the above example:

Team Filter: Agents who are on the Support team OR Agents who are on the Billing team OR agents who are on Activations Team.

AND 

Status Filter: Agents who are in Available status.

AND

Ring Group Filter: Agents who are assigned to Ring Group 1 OR assigned to Ring Group 2.

 

Select All

Using the “Select All” option in a filter only selects the options that are available at the time they are selected.

For example, you have Ring Groups 1, 2, and 3 on the account and check ‘Select All’ in the Ring Group filter of a widget.  Later, you create Ring Group 4 on the account.  Ring Group 4 will not automatically be included in the widget filter where ‘Select All’ was used.

In order to ensure that all future values of a filter are included in the widget, do not make any selections on the filter.

Going back to our previous example, if you wanted to ensure that Ring Group 4 and any other Ring Groups created in the future would be included in the widget, you would not select anything in the Ring Group filter.

 

Widget Breakdowns

Breakdown selections allow you to change the visualization of a metric to show additional detail.  When breakdowns are applied, a donut or list visualization is applied, depending on the metric.

 

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Donut

 

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List

 

Widget Time Spans

The time span setting for a widget determines over which time interval a metric will be reported. Live metrics will always be reported live and cannot be modified. Options for other, non-Live metrics include:

  • Last 15 minutes
  • Last 30 minutes
  • Last hour
  • Today

The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.

 

Widget Visualizations

Visualization options allow you to select the best way to view metric information in the widget.  Nearly all metrics allow you to set a Metric visualization. Some widgets will allow different visualizations based on breakdowns applied.

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Metric

 

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Gauge

 

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Donut

 

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List

 

Widget Thresholds

Threshold settings allow you to easily identify where a metric value is in comparison to custom thresholds you define.  For example, you can set a threshold to display when queues are in service level, out of service level, or near to being out of service level.

When you set a threshold rule, the value of the threshold rule will appear on the metric.  If no threshold rules are set for the widget, no threshold value will appear on the widget.

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Display Colors

The first part of the threshold rule allows you to select what color to display the threshold value on the widget when the metric matches the threshold rule. You can select red, yellow, or green.

 

Rule Operators

The second part of the threshold rule is an operator used to compare the metric to the threshold value. You can select:

  • Greater than or equal to
  • Between
  • Less than or equal to

If your threshold rules have overlapping values, the value displayed in the widget will be from the first rule that is met, starting from the top.

Example:

  • You set the first (top) threshold rule to display green when a metric is greater than or equal to 75%.
  • You set the second threshold rule to display red when a metric is less than or equal to 75%.

These rules would instruct the widget to display the threshold value as both green and red.  Since the widget cannot display both, it will apply the first rule that is met and display the threshold value as green.

 

Using the "Between" Operator

If you use the "Between" operator in a threshold rule, the first value must be smaller than the second value; “Between 50 and 100”

When the "Between" operator is used, it is exclusive of the two values you specify. Using the example above, if a metric were 50, the rule would not be triggered, but if the metric were 51 it would be.  Likewise, if the metric were 100, the rule would not be triggered, but if it were 99 it would be.

This is done so that you can set values without overlap and without needing to consider decimal points.

 

 

 

 

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