Introducing SmartView Custom Dashboards
You are probably familiar with the classic evaluagent dashboard that provides an overview of quality performance. It's the default view you see as soon as you log into the platform.
Although the classic dashboard is useful, it doesn't allow you to personalise what metrics are displayed or how they are displayed other than reporting levels, time periods and some filters.
SmartView Custom Dashboards enables you to create your own personalised dashboards that contain just the information and key performance indicators that most interest you. You can create multiple dashboards all with a different focus if you wish.
SmartView - Quick Information Links
This guide provides an overview of SmartView Custom Dashboards, however there are more detailed knowledge base articles about some of the specifics of building dashboards and widgets that you may be interested in.
Controlling who can build their own dashboards | |
Selecting SmartView or 'Classic' view | |
The guide to building your first SmartView Dashboard | |
The guide to building and managing widgets |
Read on for a more general overview of SmartView.
What is a SmartView Custom Dashboard?
SmartView Custom Dashboards is a simple-to-use toolset that enables you to build multiple dashboards personalised to your individual needs.
Each dashboard is made up of a grid that you can populate with widgets displaying the metrics and visualisations you choose.
What is a Widget?
Widgets are the components ('Tiles') that make up your dashboard. Each widget is a visual representation of a metric (for example quality score or pass rate) that you define. You can customise your widgets to show these metrics at a reporting level or time period that you choose.
Widgets can display your data in several different ways. Here are the visualisation types available in SmartView Custom Dashboards:
Number Visualisation
A simple display of numeric values with options to display changes against past performance and reporting settings.
Donut Chart Visualisation
Displays integer or percentage values in a donut style chart with options to display metric context and reporting settings.
Trend Chart Visualisation
Displays integer or percentage values as a trend over a given period of time with options to display reporting settings.
Top or Bottom Visualisation
Displays entities (such as line items) in numerical order based on another metric (for example pass percentage). You can show the top 1-6 or bottom 1-6.
Comparison Visualisation
A special instance of the trend chart that allows you to compare two metrics over the same time period with options to display reporting settings.
What metrics can you display?
You can select from a range of metrics within the evaluagent platform to display on your widgets. The available metrics are organised into the following categories:
Quality Metrics
Evaluations
Pass Rate
Quality Score
System Evaluation Outcomes
Manual Evaluation Outcomes
Evaluation Auto-Fails
Total Auto-Fails
Improvement Metrics
1-to-1 Sessions
General Feedbacks
Quality Feedbacks
Meeting Status
Action Status
Line Item Metrics
Line Items Pass Rate
Evaluator Metrics
Evaluation Status
Query Status
Average Time to Complete Evaluation
Calibration Metrics
Average Outcomes Difference
Category Metrics
Category System Scores
Insights
Customer Sentiment Score
Prolonged Sentiment
Insight Topic Frequency
What can you do with SmartView?
SmartView Custom Dashboards allows you to:
Create a new dashboard, name it and save it
Create additional dashboards
Navigate between multiple dashboards
Create new dashboard widgets and add them to a dashboard
Configure your widgets' reporting hierarchy, date ranges and filters
Display dashboards on a large screen
Change the order your dashboards are shown and set which one is the default view
Edit your dashboard, change its name or delete it
Edit your widgets or delete them
Clone widgets to the same or different dashboards
Share dashboards internally with colleagues
Share dashboards externally via secure links with expiry controls
See pop-up information about your metrics
Use master dashboard filters to temporarily change the reporting period or level for all widgets
Other FAQs
How do I suggest improvements to custom dashboards?
We love hearing from you! Whether you have a brand-new idea or want to chime in on existing ones, our product portal is your go-to place to see what's under consideration for the 12 months ahead. You can access the portal from the 'Latest updates & feedback' section in your user settings menu.
Will agents be able to use custom dashboards?
Yes, but you will need to grant the agent role the required 'Edit SmartView Custom Dashboards' permission. By default this is not given to agents.