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Ovidiu Marin

Joined Dec 11, 2023

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Last activity Dec 11, 2023

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Latest activity by Ovidiu Marin

Ovidiu Marin commented,

CommentCreating dashboards

Hello!

I'm currently trying to build a dashboard and I'm encountering a few issues. I'm not sure if this is me doing something wrong or if there are differences between how Live Data and Reports work in Normal Dashboards vs Live Dashboards. My guess is that it's a bit of both.

 

For context - I am looking to achieve the following scenario:

1.

My dashboard needs to show Support - Agents Online and I need to be able to drill into the data. I basically want to see this:

This only works if I use the Beta dashboard. If I use the legacy dashboard I can't drill in. If I edit the dashboard to allow for drill in. In edit mode, once I go to Tab Options and select the drill in Interaction as being allowed, it will let me drill in, but will show me something totally different. Also, when I click Publish and then reload the dashboard, the drill in option gets unselected from the Interaction options.

This is what I see when I drill in in edit mode:

My conclusion so far is that in order to use Support - Agents Online Live data I *HAVE* to use Beta Dashboards - is this assumption correct?

 

2.

On the same dashboard, in the context of Omni Channel Routing, I want to see how much time has each agent spent in "Online" status on the current day. This used to work fine before October 9th, 2023. Not sure what changed on that day but I can now only report historically on Live data meaning that, in the aforementioned scenario, I can only see how much time people spent Online for previous days, but not for the current running day. This is valid using both the Agent state as well as the Agent state daily datasets. The difference is that Agent state daily gives me more data based on when agents change status throughout the day, but still not live. I can share screenshots but I realise that it would make this post too long.

 

3.

I have a report showing tickets assigned per person, broken down by each hour of the day, for the current day. Report runs fine, but I have trouble filtering it for historic data when I put it into a dashboard.

In a legacy dashboard, I have to add a dashboard filter, otherwise the ability to filter the report just isn't there(despite the report having filters). This is all fine but point 1 is a problem, both for the live data but also for the inability to drill in

In a beta dashboard, If I do add a dashboard filter, it will affect the other report(see point 4) as it is using the same metric, and I can't find a way to exclude it.

 

4.

I have a report showing tickets assigned per day for the current week. Identical issue to point 3.

 

I realise it's a long post, happy to break it down and provide further details as needed.

Thank you,

Ovidiu

View comment · Posted Dec 11, 2023 · Ovidiu Marin

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