Dashboard Widgets

The dashboard screen can contain several widgets designed to provide visibility into specific areas of your operation and team. The widgets listed below are available to view and add to dashboard pages.

Agent Workstate Summary

The Agent Workstate Summary widget provides a count of each workstate currently being used within the MotionCX platform. This information is displayed as a pie chart and summarized count. The pie chart can be hidden by turning off the Show Chart toggle. The widget can also be filtered to display by one or more interaction channel types.

Agent Workstate Detail

The Agent Detail Workstate widget provides detailed workstate information for each user currently logged into the MotionCX platform. The widget can be filtered by name, user ID, current workstate, pending workstate, and interaction type, while also being filtered by one or more selected routing profiles. This widget also contains additional functionality described below.

Conditional Formatting
Conditional formatting can be used on the Agent Workstate Detail widget to help easily identify when unexpected conditions are met. For example, if an agent has been on break for an extended amount of time, or a call is running longer than usual. If conditional formatting has been configured under Workstate Sets, the formatting for each agent will be updated when the configured conditions are met.

MotionCX Agent Application Information
If a user is currently logged into the MotionCX Agent application, an information window can be displayed with important information regarding the MotionCX Agent application version and settings. The information icon will be green if no problems are detected with the MotionCX Agent application. If the icon is yellow or red, the information window should be reviewed as a problem has been detected. Hover over or click on the Information icon to view the information window.

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Missing Information Icon

If a user is configured for call interactions but the MotionCX Agent Application Information icon is not displayed on the Agent Workstate Detail widget, this indicates that the user is not running or is not logged into the MotionCX Agent Application. No call interactions can be handled until the user logs into the MotionCX Agent Application.

Force User Logout
The Force Logout button can be used to change a users workstate to Logged Out. This may be helpful if a user has forgotten to log out at the end of the day and should no longer be available to take interactions. The Force Logout functionality can only be used when the user is not part of an active interaction.

Parked Calls

If Call Parking is used by your organization, the Parked Calls widget can be used to display currently parked calls. This list can be filtered by line ID, parked by, contact name, contact, phone, and notes.

Queue Detail

The Queue Detail widget displays information regarding queue staffing, current interactions, and queue wait times. The widget can be filtered by queue name, while also being filtered by one or more queue views.

Queue Summary

The Queue Summary widget provides a summarized view of staffing, active interactions, queued interactions, average wait times and max wait times. This widget can be filtered by one or more queue views.

Work Item Detail

The Work Item Detail widget provides a detailed list of current interactions. This list can be filtered by ticket #, interaction type, interaction direction, contact name, contact detail, agent name, and interaction status.

Ending An Interaction
From the Work Item Detail widget, a stuck or hung interaction can be manually ended by clicking on the X button within the interaction row. Ending an interaction will be immediate and will disconnect all parties from the interaction.

Live Monitoring Voice Interactions
If configured by your organization and permissions to live monitor have been granted, inbound and outbound voice calls can be monitored from the Work Item Detail widget. During an active interaction a Speaker icon will display in the Actions column within the interaction row. Click the Speaker icon once to begin monitoring the call. The icon will turn green and the monitored call audio will play through your default system speakers. When live monitoring, you will be able to hear all participants of the call, but they will not hear you. To end live monitoring, click the green Speaker icon.

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Allow Browser Access To Live Monitor

The first time you begin to live monitor a call your internet browser may ask for access to your system speakers and/or microphone. You must allow this access to enable live monitoring. Live monitoring only uses you system speaker and will not transmit audio through your microphone.