Dashboard and widgets

Your home page: a greeting, quick actions, and a set of widgets that show what needs you today and how your team is doing.

Contents: Who can use it · The page · Period, branch and scope · Tabs · Widgets · Tasks · Example · Tips · FAQ

Who can use it

Everyone. Which widgets appear depends on your role, the modules in your plan, and your access. A widget you may not see is hidden. An administrator decides which dashboard each group gets (see Dashboards).

Where: Home → Dashboard. It is also the page you land on after signing in.

The dashboard page

The top of the page greets you ("Good morning", "Good afternoon", "Good evening") and shows the branch you are viewing. A new workspace also shows the Getting started card (guide).

Control	What it does
New ticket, New lead, New task	Quick actions; shown when you have the right to create them
Period	Today, Last 7 days, Last 30 days, or Custom range ("Pick dates")
Refresh (circular arrow)	Reloads every widget
Customize	Arrange this dashboard for yourself (see Your own layout)
Manage dashboards	Opens Settings → Dashboards; only for people who may manage them
Branch pill	Shows All branches or the branch chosen in the top bar switcher

If the page cannot load it says "Your dashboard could not load" with Try again. If your access covers none of its widgets it says "Nothing on this dashboard for you yet".

Period, branch and scope

• Period applies to widgets that show figures over time. Widgets that are live ("Live now") ignore it.
• Branch follows the branch switcher.
• Whose figures (scope) is set per widget by the administrator: Me (mine), Team (my team), Branch (my branch) or All (everyone). Each widget shows the widest scope your access allows.

More than one dashboard

An organization can have several dashboards (for example one for the support floor and one for managers). Your first matching dashboard is your default; others appear as tabs.

Your own layout

Anyone can arrange a dashboard for themselves without changing it for others.

1. Open the dashboard tab you want to change and click Customize.
2. In the panel, add a widget from Add a widget, drag a row (or use the up and down arrows) to reorder, choose a Width (one, two or three columns) and a scope, or remove a widget with the bin.
3. The page behind the panel shows the result as you go. Click Save my layout.

The dashboard now shows a Your layout badge. Back to shared layout in the same panel removes your arrangement. You can only add widgets your access allows; if your access later changes, widgets you can no longer use simply disappear.

People who manage dashboards also see Share with roles: give the arrangement a name, pick one or more roles, and it becomes a new shared dashboard for those roles (edit it later under Settings → Dashboards).

Widgets explained

Every widget has a title, a Refresh and, where useful, View all or Show all {n} to open the full list or report. A widget that cannot load says "This widget could not load" with Try again; one no longer available to you says "This widget is no longer available to you."

Work and alerts

Widget	What it shows
Needs your action	Approvals (leave requests, leave adjustments, purchase requisitions) and alerts (tickets past or near their SLA, overdue tasks, overdue lead follow-ups, missed callers to call back, trial ending, payment due, subscription not active, storage nearly full, phone system problems such as a stopped PBX server or a SIP trunk that is down). "You're all caught up" when empty
Tasks	Overdue, Due today, Open, Completed
Upcoming deadlines	Tasks due in the next week and calendar events
Team workload	For each person: open tasks, overdue tasks and open tickets

Support

Widget	What it shows
Tickets	Open (with "due within a day"), SLA breached (with at-risk count), Created, Resolved, First response
SLA compliance	First-response and resolution targets Met and Missed in the period

Sales

Widget	What it shows
Sales	New leads, Open leads (unassigned, follow-ups due), Pipeline (open deals), Won (deals and win rate)

Phone

Widget	What it shows
Calls	Total calls (in and out), Answer rate, Missed, Avg talk
Queue health	Per queue: Offered, answered, Abandoned, Service level, Longest wait, average answer time
Live now	Calls talking and Waiting, longest wait, agents Available, busy or away. Updates every 30 seconds
My calls	Your status, calls Answered, talk time, your Call back list with a Call button
Call insights	AI summaries and sentiment of recent calls (when AI is on; see AI)

People and HR

Widget	What it shows
Top agents	A ranked table: Calls, Handle time, Resolved, SLA met, Won, Tasks done
My performance	Your own figures for the period
My progress	Your gamification points, level and rank
Attendance today	On time, Late, On leave, Not in yet, and who is late today
My attendance	Your shift, check-in and check-out, minutes late, and the period summary
Headcount	Active people, who Joined, and By department
Leave	To decide, Out today, Coming up
New joiners & probation	Recent joiners and probation end dates
Birthdays & anniversaries	Upcoming ones
Contracts ending	Employee contracts about to end
Workspace	Owner-level overview of the workspace

Tasks

Look at the last 30 days for one branch

1. Choose the branch in the top bar.
2. Set Period to Last 30 days.
3. Read the widgets; click View all on any for details.

See your team's figures only

Widgets set to Team scope show your team automatically. If you see only Me, ask an administrator to widen the widget's scope or give you a team to lead.

Call back a missed caller

1. In My calls, open Call back.
2. Click Call beside the caller. The list shows number of tries and when.

Example scenario

Nusrat, support lead at Padma Net Support, opens the dashboard at 9:00. Needs your action shows "3 of your tickets are close to their SLA" and one leave request from Imran. She approves the leave, clicks into the tickets, then looks at Queue health: the Billing queue has a 4 minute longest wait, so she checks Live now for available agents and asks Karim to come off break.

Tips

• Use Refresh instead of reloading the whole page.
• Set Period to Today for the morning stand-up and Last 7 days for weekly reviews.
• Managers: ask for a separate dashboard for the team floor via Dashboards.

Troubleshooting and FAQ

A widget I expect is missing. It needs a module or plan feature, or a permission you lack. In the administrator view it appears as "Not in your plan: hidden until the module is added".

Figures differ from a report. The dashboard follows the Period and branch you chose; open the full report for exact filters (Reports).

The numbers are only mine. The widget scope is Me for your role.

"Index failed". Check your connection and click Try again.

Related pages

Reports · Dashboards (administration) · Layout and navigation