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 a 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.

Read on for a more general overview of SmartView.

What is a SmartView Custom Dashboard?

The new SmartView Custom Dashboard is a simple to use toolset to enable you to build multiple dashboards that are personalised to your individual needs.

Each dashboard is made up of a grid that can be populated with widgets that display the metrics and visualisations you choose. 

What is a Widget?

Widgets are the components ('Tiles') that make up your dashboard. Each widget will be 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 visualise your data in several different ways, in the first release of SmartView Custom Dashboards you can visualise your metrics as follows:

Number Visualisation:

A simple display of numeric values with options to display changes against past performance and reporting settings etc

Donut Chart Visualisation:

Displays integer or percentage values in a donut style chart with options to display metric context and reporting settings etc

Trend Chart Visualisation:

Displays integer or percentage values as a trend over a given period of time with options to display reporting settings etc

Top or Bottom Visualisation:

Displays entities (Line Items currently) in numerical order based on another metric (Pass %). Either showing the top 1-6 or bottom 1-6

Comparison Visualisation:

A special instance of the trend chart that allows you to compare 2 metrics over the same time period with options to display reporting settings etc

What metrics can I visualise?

On the first release of SmartView Custom Dashboards you will be able to visualise a limited set of metrics from within the EvaluAgent platform. However, over the coming weeks and months we will be adding more and more metrics for you to use.

Some metrics will enable you to choose all visualisation types, while others may limit you to just one specific view.

In the first release for SmartView Custom Dashboards you will be able to use the following metrics:

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 will you be able to do initially?

The New SmartView Custom Dashboards in its current released version will allow you to do the following:

• Create a new dashboard, name it and save it
• Create additional dashboards
• Easily 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
• See pop-up information about your metrics

Further enhancements are already in development which include additional functionality, more widget types and more metrics.

What can't you do initially?

In this first release there are of course some limitations to what SmartView Custom Dashboards can do. These limitations will be addressed in later versions that will be released over the coming months.

• Sharing dashboards with other users
• Cloning dashboards to make it easier to build multiple dashboards of similar data types
• Exporting dashboards either as PDFs or CSV
• Change widget sizes once you've added them to the dashboard
• Click through widgets to access more information or reporting
• See 'Live' dashboard data as it comes in - you'll need to hit refresh at the moment!

Other FAQs:

How do I suggest improvements to custom dashboards?

We’d love your feedback and suggestions – so please drop us an email with all your thoughts to our product feedback portal at: EvaluAgent Feedback

Will there be other functionality in the future?

Definitely, we have a long wish list of things we’d like to do with custom dashboards and widgets, so expect more enhancements over the coming months

Will we be able to use different metrics in widgets?

Yes, in the first release the available list of metrics you can use more limited, but the plan is to add more and more of the platform metrics to this list so that you can build widgets from anything that’s in the platform. We’ll also be adding a little bit of development to all new features, so if there is a new metric available, we’ll make it accessible to add to a widget too.

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.