Your Dashboard

Your Dashboard is the first screen you see after logging into the Agent Portal, and it's built entirely out of widgets — small cards you can rearrange, hide, and click into. This guide walks through every widget you might see, what it's telling you, and how to customize the layout to fit how you work.

Customizing Your Dashboard#

1. Click Manage Widgets in the top-right corner of the Dashboard. A panel slides out from the right with a checkbox for every widget available to you.
2. Check or uncheck a widget to show or hide it.
3. To reorder widgets without opening that panel, click and hold the grip handle (the small dots icon) in a widget's header, drag it over another widget, and drop it there — the two swap places.
4. You can also hide a widget directly from the dashboard itself: hover over its header and click the small eye icon on the right side.
5. Close the Manage Widgets panel by clicking the X in its corner when you're done.

Whatever layout you end up with — order and which widgets are shown — is saved automatically the moment you make a change, and is remembered the next time you log in. It's personal to you, and an agent's layout and a supervisor's layout are kept completely separate, so switching roles never mixes up the two.

Tip: Hover over any widget's title bar for a short tooltip explaining exactly what that widget measures — handy if a number ever looks surprising.

Your dashboard with its widgets

Screenshot needed · your-dashboard-widgets

Everything Updates Itself#

You never need to refresh the page. Most of the live numbers on your dashboard quietly re-check themselves every 15 seconds. Supervisors additionally get a much faster live feed (around every second and a half, depending on how your system is tuned) for the Active Calls widget specifically, since that one is meant to be watched in real time.

Time Ranges#

• The Call Volume and Ticket Volume charts each have their own row of range buttons — 2 Hours / 1 Day / 1 Week / 1 Month — letting you zoom the chart in or out without affecting anything else on the page.
• If you're a supervisor, a separate row of period buttons near the top of the page — Today / This Week / This Month / This Quarter / This Year — controls the time window for the team-wide widgets below it (ticket totals, leaderboards, the agent breakdown table, and so on).
• If you're tiered into more than one queue, a queue dropdown lets you narrow the whole page down to just one queue at a time, or back to All My Queues.

If You're an Agent#

• My Calls Today / This Week and My Tickets Today / This Week — your own personal totals, each showing how you're trending compared to the equivalent prior period. Click either tile to jump straight to your Call Logs or Tickets list.
• Ticket Workload — your open tickets broken down by channel (call, email, WhatsApp, and so on), plus how many are waiting on an overdue escalation. Click any channel row to open just that channel's open tickets.
• My Ticket Volume / My Call Volume — line charts of your own activity over whichever time range you've selected.
• My Calls by Direction — a donut chart showing the split between your inbound, outbound, and internal calls.
• Top Contacts — the people you've called or been called by most, with total calls and total talk time for each.
• Trend Comparisons — tickets you've closed today vs. yesterday and this week vs. last week, plus your average first-response time and whether it's improving.
• Quality Scorecard — your First Contact Resolution rate, SLA compliance, and escalation rate over the recent period.
• Customer Sentiment — a rough read (based on a keyword scan, not a true AI judgment) of how positive, neutral, or negative recent customer messages have been, plus how that compares to last week.
• Tickets Needing Attention — your own open tickets flagged for a reason shown right on the row (negative sentiment, an overdue escalation, unassigned, or going idle). Click any row to open that ticket directly.
• Call Flow Today — which IVR menus, queues, and Caller IDs handled today's calls, scoped to your own queues.
• Queue Callbacks — only shown if Callback is turned on for a queue you're in: how many callback requests came in and how many were actually completed.

If You're a Supervisor#

• Tickets — your team's totals for opened, closed, pending, and resolved tickets over the selected period, plus average first-response and average resolution time.
• Ticket Workload — same channel breakdown as the agent view, but domain-wide. Click a channel row to open those tickets.
• Active Calls — a live list of every call currently in progress across the queues you supervise. Click anywhere in the widget to open the full Active Calls page.
• Slowest to Open / Best Performer (Leaderboards) — a searchable, scrollable set of ranked lists: slowest and fastest agents to open a new ticket, most idle agent, and best performer by tickets closed. Type in the search box to filter by name, and click any agent's row to see just their tickets.
• Agent Breakdown — a table of every agent on your team with their opened/closed/pending/resolved counts and average response/resolution times. Click an agent's name to see just their tickets.
• Quality Scorecard, Customer Sentiment, and Emerging Issues — the same quality and sentiment widgets agents see, but domain-wide; Emerging Issues additionally surfaces recurring topics showing up across multiple customers recently.
• Queue KPI Compliance — a table of how well each of your queues is meeting its configured service-level targets (open/reply/re-reply/close compliance), plus how many missed calls each queue had today.
• Agent KPI Scorecard — the same kind of compliance breakdown, one row per agent, plus each agent's idle time today.
• Tickets by Category — a breakdown of tickets over the last 30 days by category.
• Call Flow Today and Queue Callbacks — the same widgets agents see, scoped to your whole team instead of one person.

Tips#

• A dashboard layout is personal and per-role — if you use both an agent login and a supervisor login, each one remembers its own separate widget arrangement.
• Most of the detail widgets (Quality Scorecard, Customer Sentiment, Queue KPI Compliance, etc.) are informational only — they don't click through anywhere. The ones that do (KPI tiles, Ticket Workload channel rows, Tickets Needing Attention rows, leaderboard/agent rows, and the Active Calls card) are the ones meant to take you straight to the underlying list.
• If a widget you expect to see is missing entirely, check Manage Widgets first — it may just be hidden, not actually unavailable to you.