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Jennifer Salazar (Unlicensed)

Jennifer Salazar (Unlicensed)

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Background: How to guide to view Your Agent Dashboard on CXOne and available gauges/components.

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Step

Action

1

Log into CXOne

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2

Click on Applications at the top left corner

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3

Scroll down and select Performance Management

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4

A new window will open – click on Existing under dashboard type

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5

Select “My Agent Dashboard” under Dashboard Library

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6

Your Agent Dashboard

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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.

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Gauge/Component

Description

Change View

If you click on the 3 dots next to “My Agent Dashboard”, you are able to select full view

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Shopping Cart / Notifications / Avatar

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  1. Shopping Cart: For future use when Gamification is activated

  2. Notifications: Pending notifications

  3. Avatar: User settings - able to customize your avatar under Profile & Avatar

Gauge Components

Each dashboard gauge represents a metric visual or real-time state/counter.

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  1. Title of metric visual or real-time state/counter

  2. Date and Time (You are able to change this to a specific time, but the changes will not be saved)

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  3. Gauges are automatically refreshed or could manually be done by clicking on the refresh button

Your Agent Dashboard

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  1. Work Aids (SOPs, emails, FAQs, etc) assigned to you for review and acknowledgement

    1. Refresh button

    2. Filter: All work aids assigned regardless if reviewed and acknowledged will display but the filter allows to change the view

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    3. Expand/enlarge the gauge view

    4. More options button

    5. Your Favorites

    6. Search assigned and acknowledged work aids by titles, tags, and/or messages

    7. Urgency of work aid assigned

    8. Type of attachment within the work aid

    9. Survey/quiz assigned with work aid (Acknowledgement)

    10. Ability to mark as favorite on your end

    11. Time of when it was assigned

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  1. Your stats for “Today”/current date: Handled, Unavailable %, Avg. Hold Time, ACW Time, AHT, Refused

  2. 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

  3. 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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  1. The agent list displays all support agents and their current state including supervisors.

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  1. 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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  1. The Games, Challenges, and Supervisor Challenges are part of Gamification.

  2. The Games are part of Gamification.

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