##### Quick Dashboard Tasks

# Setup Scenarios

## Scenario A

A first-tier contact center operations manager needs to add the following object lists and objects to the Quick Dashboard:

- Premier Sales ACD Queue Object

- General Sales ACD Queue Object

- Premier Sales Agent List

- General Sales Agent List

The manager does the following:

1. Logs in to the Genesys Desktop. For further information, see Accessing the Supervisor Work Area.

2. Selects Supervisor > Quick Dashboard from the action bar, because the Quick Dashboard is not present.

3. Clicks the Home icon in the Quick Dashboard. The main window now includes the Quick Dashboard, list pane, and details pane. The list pane displays the current Tenant (organization).

4. Adds the Premier Sales ACD Queue to the Quick Dashboard by:

1. Double-clicking the Tenant.

2. Double-clicking Switches. The list pane now displays one Switch, G3.

3. Double-clicking G3. The list pane now displays one Object Set, All ACD Queues, which contains all the ACD Queues that contact center supervisors can monitor.

4. Double-clicking All ACD Queues. The list pane now displays all the ACD Queues.

5. Selecting the Premier Sales ACD Queue, clicking the list pane Actions button, and selecting Selected > Add To Quick Dashboard. The Premier Sales ACD Queue is added to the Quick Dashboard.

5. Repeats the process described in step 4d–4e to add the General Sales ACD Queue to the Quick Dashboard.

6. Clicks the Up One Level button twice. After the first click, the list pane displays the ACD Queue-level Object Sets. After the second click, the list pane displays the basic contact center object types (Agent Groups, Agents, Place Groups, Places, Switches, and so on).

7. Adds the Premier Sales and General Sales Agent lists to the Quick Dashboard by:

1. Double-clicking Agent Groups. The list pane now displays two Object Sets: Inbound, which contains all the Agent Groups that handle inbound phone calls, and Outbound, which contains all the Agent Groups that participate in outbound phone campaigns.

2. Double-clicking Inbound. The list pane now displays four Agent Groups: Premier Sales, General Sales, Premier Support, and General Support.

3. Double-clicking Premier Sales. The list pane now displays the Agents in the Premier Sales Agent Group.

4. Clicking the list pane Actions button and selecting Add List To Quick Dashboard. The Premier Sales Agent list is added to the Quick Dashboard.

5. Clicking the Up One Level button. The list pane once again displays all the Agent Groups in the Inbound Object Set (Premier Sales, General Sales, Premier Support, and General Support).

6. Double-clicking General Sales. The list pane now displays the Agents in the General Sales Agent Group.

7. Clicking the list pane Actions button and selecting Add List To Quick Dashboard. The General Sales Agent list is added to the Quick Dashboard.

For an overview of the user interface controls, see Major Areas and Controls.

## Scenario B

### Part 1

A second-tier contact center operations manager needs to add the following object lists and objects to the Quick Dashboard:

- Premier Sales ACD Queue object

- General Sales ACD Queue object

- Premier Support ACD Queue object

- General Support ACD Queue object

- Inbound Agent Groups List

The manager has already opened the Supervisor Work Area, and the Quick Dashboard is present. The manager does the following:

1. Clicks the Home icon in the Quick Dashboard. The list pane displays the current Tenant (organization).

2. Adds the Premier Sales ACD Queue to the Quick Dashboard by:

1. Double-clicking the Tenant.

2. Double-clicking Switches. The list pane now displays one Switch, G3.

3. Double-clicking G3. This list pane now displays one Object Set, All ACD Queues, which contains all the ACD Queues that contact center supervisors can monitor.

4. Double-clicking All ACD Queues. The list pane now displays all the ACD Queues.

5. Selecting the Premier Sales ACD Queue, clicking the list pane Actions button, and selecting Selected > Add To Quick Dashboard. The Premier Sales ACD Queue is added to the Quick Dashboard.

3. Repeats the process in step 2d–2e to add the remaining three ACD Queues.

4. Clicks the Up One Level button twice. After the first click, the list pane displays the ACD Queue-level Object Sets. After the second click, the list pane displays the basic object types (Agent Groups, Agents, Place Groups, Places, Switches, and so on).

5. Adds the Inbound Agent Groups List to the Quick Dashboard by:

1. Double-clicking Agent Groups. The list pane now displays two Object Sets: Inbound, which contains all the Agent Groups that handle inbound phone calls, and Outbound, which contains all the Agent Groups that participate in outbound phone campaigns.

2. Double-clicking Inbound. The list pane now displays four Agent Groups: Premier Sales, General Sales, Premier Support, and General Support.

3. Clicking the list pane Actions button and selecting Add List To Quick Dashboard. The Inbound Agent Groups list is added to the Quick Dashboard.

### Part 2

After reviewing the overall layout of the Quick Dashboard, the manager decides to make the following changes:

- Move the General Sales ACD Queue so that it precedes the Premier Sales ACD Queue.

- Move the General Support ACD Queue so that it precedes the Premier Support ACD Queue.

The manager does the following:

1. Locates the Quick Dashboard entry for the General Sales ACD Queue, and right-clicks it.

2. From the shortcut menu that appears, selects Move Left.

3. Locates the entry for the General Support ACD Queue, and repeats the process described in Steps 1–2.

The Quick Dashboard entries are now ordered as follows:

- General Sales ACD Queue Object

- Premier Sales ACD Queue Object

- General Support ACD Queue Object

- Premier Support ACD Queue Object

- Inbound Agent Groups List

For an overview of the user interface controls, see Major Areas and Controls.