Background: How to guide to view Your Agent Dashboard on CXOne and available gauges/components.
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Step | Action |
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1 | Log into CXOne  |
2 | Click on Applications at the top left corner  |
3 | Scroll down and select Performance Management  |
4 | A new window will open – click on Existing under dashboard type  |
5 | Select “My Agent Dashboard” under Dashboard Library   |
6 | Your Agent Dashboard    Note: The above view is the whole support team: homeowner and installer. Your view will be unique to you as an agent/team/skill. |
Dashboard Gauges/Components
Note: The examples/screenshots are for the whole support team: homeowner and installer. Your view will be unique to you as an agent/team/skill.
Gauge(s)/Component(s) | Description |
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Change View | If you click on the 3 dots next to “My Agent Dashboard”, you are able to select full view  |
Shopping Cart / Notifications / Avatar |  Shopping Cart: For future use when Gamification is activated Notifications: Pending notifications Avatar: User settings - able to customize your avatar under Profile & Avatar
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Gauge Components | Each dashboard gauge represents a metric visual or real-time state/counter.  Title of metric visual or real-time state/counter Date and Time (You are able to change this to a specific time, but the changes will not be saved)  Gauges are automatically refreshed or could manually be done by clicking on the refresh button
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Your Agent Dashboard |  Your stats for “Today”/current date: Handled, Unavailable %, Avg. Hold Time, ACW Time, AHT, Refused Your stats for the current month/month to date (MTD): Handled MTD, Unavailable % MTD, Avg. Hold Time MTD, ACW Time MTD, AHT MTD, Refused MTD The gauges of HO Team Avg Queue Time (Minutes) and SS Team Avg Queue Time (Minutes) are Month to Date for each support team. The Queue Counter displays the contacts in queue based on your current campaign.
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 The agent list displays all support agents and their current state including supervisors.
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 My Time Card displays your stats for this week and could be changed for a specific date/time by clicking on “This Week”.
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The Games, Challenges, and Supervisor Games are part of Gamification.
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