##### Quick Dashboard Tasks

Use the Quick Dashboard to monitor the status and alarm level of object lists and individual objects while performing other tasks. Clicking a Quick Dashboard entry displays the corresponding object list or object in the Supervisor Work Area.

A Quick Dashboard entry represents a specific object list or an individual object. For example, one Quick Dashboard entry could represent a list of Agents in a given Agent Group, and another could represent an ACD Queue.

Each Quick Dashboard entry includes an icon that identifies the type of object list or object. When an entry represents an Agent, Agent Group, Place, or Place Group, a second icon reflects the underlying work state of the object.

Each entry also includes a colored bar that reflects the aggregate alarm level of the underlying object list or object. For further information about alarm levels, see Viewing Alarms Overview.

You can also do the following:

- Display the name of the object list or object in the colored bar at the bottom of each entry.

- Include multiple rows of Quick Dashboard entries.

For further information, see Customizing the Quick Dashboard.

Administrators can create Quick Dashboard configurations and assign them to multiple supervisors. If your administrator has instructed you to load a predefined Quick Dashboard configuration, see Managing a Quick Dashboard. If you are an administrator, see Quick Dashboards Overview for further information.

## Quick Dashboard Entry Types

A Quick Dashboard entry can represent one of the following:

### Object List

An object list is a collection of similar objects. For example, one object list might contain all the Agent Groups that handle inbound telephone calls, and another might contain all the Agents in a given Agent Group.

When you click an entry that represents an object list, the Supervisor Work Area's list pane displays all the objects in that object list. If the details pane is present, it displays detailed information about that object.

### Group Object

A group object contains other objects. For example, Agent Groups and Place Groups are group objects. When you click an entry that represents a group object, the Supervisor Work Area displays the details of that group object.

### Terminal Object

A terminal object does not contain other objects. For example, Agents and Places are terminal objects. When you click an entry that represents a terminal object, the Supervisor Work Area displays the details of that object.

## Quick Dashboard Actions

You can manage the Quick Dashboard by using the list pane Actions button, the details pane Actions button, the context menu, or a keyboard shortcut for each Quick Dashboard entry.

- To add a new Quick Dashboard entry representing the object that is selected on the list pane, click the list pane Actions button and select Selected > Add To Quick Dashboard.

- To add a new Quick Dashboard entry representing the object list that is displayed on the list pane, click the list pane Actions button and select Add List To Quick Dashboard.

- To add a new Quick Dashboard entry representing the object that is displayed on the details pane, click the details pane Actions button and select <Object Type> > Add to Quick Dashboard, where <Object Type> represents the type of object.

### Pop-Up Menu for Quick Dashboard Entry

Each Quick Dashboard entry includes a pop-up menu that contains selections for moving, removing, and renaming the entry. To display the pop-up menu, click the appropriate Quick Dashboard entry with your secondary mouse button. The pop-up menu selections are outlined below.

- Move >

- Left—Click to move the selected Quick Dashboard entry one position to the left.

- Right—Click to move the selected Quick Dashboard entry one position to the right.

- Before—Click to move the selected Quick Dashboard entry before another entry.

- After—Click to move the selected Quick Dashboard entry after another entry.

- Remove from Quick Dashboard—Click to remove the selected Quick Dashboard entry.

- Edit Name—Click to change the name of Quick Dashboard entry.

For further information, see Customizing the Quick Dashboard.

## Quick Dashboard Icons

The Quick Dashboard includes five standard icons: Show Supervisor Work Area, Home, Settings, Alarms, and Monitoring Session.

### Show Supervisor Work Area Icon

The Show Supervisor Work Area icon is located on the far-left side of the Quick Dashboard. If a Supervisor Work Area view is hidden, clicking this icon will make it visible. If a Supervisor Work Area view is not present, clicking this icon will display the home view. For further information about the home view, see the Home Icon section below.

### Home Icon

The Home icon is located on the left side of the Quick Dashboard, to the right of the Show Supervisor Work Area icon. In the default configuration, clicking the Home icon displays organization-level (tenant) properties and statistics. You can then drill down to manage the contact center objects residing in your organization (Agent Groups, Place Groups, and so on). For information about customizing and resetting the Home entry, see Customizing the Quick Dashboard.

### Settings Icon

The Settings icon is located on the left side of the Quick Dashboard, to the right of the Home icon. The Settings icon enables you to do the following:

- Change the number of rows in the Quick Dashboard. For further information, see Customizing the Quick Dashboard.

- Display or hide Quick Dashboard entry names. For further information, see Customizing the Quick Dashboard.

- Load your Custom (personal) Quick Dashboard, or a Quick Dashboard prepared by your administrator. For further information, see Managing a Quick Dashboard.

- Set and reset the Home view. For further information, see Customizing the Quick Dashboard.

You can also view the name of the current Quick Dashboard by hovering the mouse pointer over the Settings icon.

Finally, administrators can use the Settings icon to manage the list of Quick Dashboards. For further information, see Managing Quick Dashboards.

### Chat Monitoring Session Icon

If a chat monitoring session is pending or active, the Monitoring Session icon appears on the right side of the Quick Dashboard. It enables you to manage pending monitoring sessions.

If you are monitoring one or more web chat agents, the Monitoring Session icon displays the status of each session in the tooltip as a table. You can use the Available actions icons in the Monitoring Session icon tooltip table to use the following actions:

- Cancel monitoring

- Switch to Barge in

- Switch to Silent Monitoring

#### Status Summary for Monitoring Session Icon

Hovering your mouse pointer over the Monitoring Session icon for a few seconds causes a Status Summary window to appear. This window displays the following information:

- Name of the Agent associated with the request

- Media associated with the request (chat)

- Status of the media (Ready, Not Ready, Disabled, or Unknown)

- Status of the monitoring request (Pending or Active)

- Elapsed time since the last request status change

An example of the Status Summary window is included below.

The shortcut menu for the Monitoring Session icon includes the following command:

- Cancel Chat Monitoring Session—Cancels a pending monitoring session.

For further information, see Monitoring Agents.

### SIP Monitoring Session Icon

If a SIP monitoring session is pending or active, the right-hand side of the Quick Dashboard includes the SIP Monitoring Session icon. It enables you to manage pending SIP monitoring sessions.

Placing your mouse pointer over the SIP Monitoring Session icon for a few seconds causes a Status Summary window to appear. The window displays the following information:

- Name and DN of the Agent associated with the request

- Media associated with the request (voice) and monitoring mode (Monitoring, Whisper Coaching, or barge-in) and monitoring scope (call, agent)

- Status of the media (Ready, Not Ready, Logged Out, or Unknown)

- Status of the SIP monitoring request (Pending or Active)

- Elapsed time since the last request status change

An example of the Status Summary window is included below.

#### Status Summary for SIP Monitoring Session Icon

The pop-up menu for the SIP Monitoring Session icon includes the following selection:

- Cancel SIP Monitoring Session—Cancels a pending SIP monitoring session.

- Switch to barge-in—Switches from a silent monitoring session to an barge-in session.

- Switch to Silent Monitoring—Switches from a barge-in session to a silent monitoring session.

For further information, see Monitoring Agents.

Note: For information on configuring SIP, refer to the Framework 7.6 SIP Server Deployment Guide.

### Alarms Icon

If alarms are present in any of your Supervisor Desktop views, the Alarms icon appears on the far-right side of the Quick Dashboard.

When you click the Alarms icon, the list pane displays a list of the objects that possess an abnormal aggregate alarm level. If you select one of these objects, the details pane displays a list of the lower-level alarms for it.

Each list pane entry includes the following information:

- Object name

- Object type

- Aggregate alarm level (Critical, Major, or Minor)

- Number of Critical alarms

- Number of Major alarms

- Number of Minor alarms

Each details pane entry includes the following information:

- Statistic name

- Current value of the statistic

- Alarm level (Critical, Major, or Minor) and direction (Over or Under)

- Duration of the current alarm level

- Duration of any alarm level

For further information, see Example Alarm Views.

#### Status Summary for Alarms Icon

Hovering your mouse pointer over the Alarms icon for a few seconds causes a Status Summary window to appear. This window displays the number of objects in each aggregate alarm level.

An example of the Status Summary window is shown below.

For further information about Summary windows, see Displaying Summary Windows.

For further information about Alarms, see Viewing Alarms Overview.

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