NET Dashboard Articles

How to use the BoldChat Web Dashboard

Enterprise subscribers can use the Web Dashboard to view a summary of account activity from anywhere ? desktop, tablet, or phone.

The Web Dashboard (https://dashboard.boldchat.com) gives you the following:

  • Real time visual data of key metrics
  • On-screen notifications for certain metrics, with customizable thresholds
  • Responsive design for easy viewing on desktop, tablet, or phone
  • A set of default charts that you can customize and expand to meet your needs

Working with the Web Dashboard

To access the Web Dashboard, log in to your enterprise account at https://dashboard.boldchat.com.

Important: To be able to edit and view the Web Dashboard, a user must have the following permission: Setup > Account Setup > General > Permission Groups > Can Access Web Dashboard.

When viewing on a desktop:

  • View charts (widgets)
  • Edit charts ? use the options menu to edit, copy, or delete a chart
  • View and acknowledge notifications
  • If you delete the last chart, you will be prompted to restore default charts upon refresh
  • Arrange charts on the screen ? drag and drop by clicking anywhere in a chart's header

When viewing on a phone or tablet:

  • View charts
  • View and acknowledge notifications

Chart types

The following charts are available to Enterprise subscribers at https://dashboard.boldchat.com.

Chart name Description User Tips Options and Filters
Chat activity A summary of chat activity in your account. By default, it shows the total number of offered chats per day for one week, including the current day. Hover above or tap a line to view additional details. Options: Total chats offered, Abandoned chats, Answered chats, Time period (Last 24 hours, 7 days, 30 days).

Filters: Department, folder, website.

Chat performance A summary of information about chats in your organization compared to target goals. Use this chart to track performance against Service Level Agreements (SLAs). Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Columns to show: Actual, Goal, Difference.

Goal values: Average Speed to Answer (mm:ss), NPS, Overall Chat Satisfaction.

Filters: Department, folder, website.

Chat status Summary information about active and queued chats. Click the chart for details. To display a notification on the Dashboard when a chat has waited too long in the queue, edit the report , set a Notification threshold, and select Notification when exceeded.

You can choose to show details of the longest waiting chat on this chart, but this disables Department and Website filters. Click the chat to see the waiting visitor's name.

Filters: Department, folder, website (except when showing the longest waiting chat, in which case only the Folder filter is applied).
Operator rating A summary of operator ratings submitted by visitors on the post-chat survey. Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Click the page selector at the bottom of the chart to flip through multiple pages when the number of operators exceeds five.

Filters: Department, folder
Operator status The number of operators in your organization by status: In Chat, Available, Away, Offline. Click the chart for details. Filters: Department
Visitors A summary of visitor monitoring activity on your sites, including the number of visitors on each page. The chart itself displays filtered data, while the Total Visit Count and Total Active Invitations are for the entire account. Option: Add a bar to represent each filter.

Filters: Folder.

Add a chart

  1. When viewing the Dashboard on a desktop computer (not a phone or tablet), go to the top of the Dashboard and click + (plus sign).
  2. Select the type of chart you want to add. The chart is added to the bottom of the page.
  3. Go to the bottom of the page to find the newly created chart.
  4. On the new chart, click the options menu and then Edit to customize the report.
    Tip: Don't forget to rename your chart to reflect selected filters and options.
  5. Save your changes.
Tip: To build a new report by editing an old one, click the options menu and select Copy. Go to the bottom of the page to find and edit the newly created chart.

BoldChat Reporting and Monitoring

Use BoldChat's reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the rapid transformation of data into actionable information. For quick insight into your organization's status, try BoldChat's Dashboard features.

You can create reports from two locations:

Similarly, dashboard features are also available both online and in the desktop Operator Client:

Monitoring your Organization (Dashboard)

Bold360 Plus subscribers can use the Dashboard to view a summary of account activity from anywhere: desktop, tablet, or phone.

The Dashboard (https://dashboard.boldchat.com) gives you the following:

  • Real time visual data of key metrics
  • On-screen notifications for certain metrics, with customizable thresholds
  • Responsive design for easy viewing on desktop, tablet, or phone
  • A set of default charts that you can customize and expand to meet your needs

Working with the Dashboard

To access the Dashboard, log in to your Digital DX account at https://dashboard.boldchat.com.

Important: To be able to edit and view the Dashboard, a user must have the following permission: Setup > Organization > Permission Groups > Access Mobile Dashboard.

When viewing on a desktop:

  • View charts (widgets)
  • Edit charts: use the options menu to edit, copy, or delete a chart
  • View and acknowledge notifications
  • If you delete the last chart, you will be prompted to restore default charts upon refresh
  • Arrange charts on the screen: drag and drop by clicking anywhere in a chart's header

When viewing on a phone or tablet:

  • View charts
  • View and acknowledge notifications

Chart types

The following charts are available to Bold360 Plus subscribers at https://dashboard.boldchat.com.

Chart name Description User Tips Options and Filters
Chat activity A summary of chat activity in your account. By default, it shows the total number of offered chats per day for one week, including the current day. Hover over or tap a line to view additional details. Options: Total chats offered, Abandoned chats, Answered chats, Time period (Last 24 hours, 7 days, 30 days).

Filters: Department, folder, website.

Chat performance A summary of information about chats in your organization compared to target goals. Use this chart to track performance against Service Level Agreements (SLAs). Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Columns to show: Actual, Goal, Difference.

Goal values: Average Speed to Answer (mm:ss), NPS, Overall Chat Satisfaction.

Filters: Department, folder, website.

Chat status Summary information about active and queued chats. Click the chart for details. To display a notification on the Dashboard when a chat has waited too long in the queue, edit the report , set a Notification threshold, and select Show notification if wait is too long.

You can choose to show details of the longest waiting chat on this chart, but this disables Department and Website filters. Click the chat to see the waiting customer's name.

Filters: Department, folder, website (except when showing the longest waiting chat, in which case only the Folder filter is applied).
Operator rating A summary of agents ratings submitted by customers on the post-chat survey. Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Click the page selector at the bottom of the chart to flip through multiple pages when the number of agents exceeds five.

Filters: Department, folder
Operator status The number of agents in your organization by status: In Chat, Available, Away, Offline. Click the chart for details. Filters: Department
Customers A summary of customer monitoring activity on your sites, including the number of customers on each page. The chart itself displays filtered data, while the Total Visit Count and Total Active Invitations are for the entire account. Option: Add a bar to represent each filter.

Filters: Folder.

Add a chart

  1. When viewing the Dashboard on a desktop computer (not a phone or tablet), go to the top of the Dashboard and click + (plus sign).
  2. Select the type of chart you want to add. The chart is added to the bottom of the page.
  3. Go to the bottom of the page to find the newly created chart.
  4. On the new chart, click the options menu and then Edit to customize the report.
    Tip: Don't forget to rename your chart to reflect selected filters and options.
  5. Save your changes.
Tip: To build a new report by editing an old one, click the options menu and select Copy. Go to the bottom of the page to find and edit the newly created chart.

How to use the Desktop Operator Client Dashboard

Enterprise subscribers can use the desktop Operator Client Dashboard to view a summary of account activity and track chats, website visits, emails, and more.

Important: To be able to edit and view the desktop Operator Client Dashboard, a user must have the following permission: Setup > Account Setup > General > Permission Groups > Can View Dashboard.

To access the operator client Dashboard:

  1. Log in to your Enterprise account.
  2. On the desktop Operator Client left menu, click Dashboard.

Chart and Report Types ? desktop Operator Client

In any chart or report, click an item to view details.

Chats
A summary of chat activity on your sites, including current chats grouped by operator.
Texts
A summary of text message activity on your sites.
Visitors
A summary of visitor monitoring activity on your sites, including the number of visitors on each page
Emails
A summary of email activity on your sites.

Add a report

A dashboard report is a summary of specific data about activity in your account in a chosen area. Reports are shown in rows and columns.

On the dashboard toolbar, click the icon corresponding to the service area you want to work with (Chats, Texts, Visitors, etc.) and choose the type of report to generate:
  • Show Active Report for current, real-time information.
  • Show Historic Report for information in the past (per Folder, Operator, or for your entire account).

Add a chart

To see a graphical representation of account activity, add charts to the operator client Dashboard.



Figure 1. Dashboard Toolbar (desktop Operator Client)
  1. On the dashboard toolbar, click Add Charts.

    Result: The Dashboard Chart Designer is displayed.

  2. Select the type of chart you want to add:
    • Chats
    • Texts
    • Visitors
    • Emails
  3. To hide rows or columns that contain no data, select Hide groups with no data.
  4. Choose Active Data or Historic Data.
    • Active for current, real-time information.
    • Historic for information in the past (per Folder, Operator, or for your entire account).
  5. Choose Grouping, Fields, and Type.
  6. Click Preview Chart or Add Chart to Dashboard.

Add/Remove fields

You can add or remove columns from any dashboard report.

Members of a Permission Group with the following account permissions can use this feature: Grid View Column Chooser

  1. On the dashboard toolbar, click the icon corresponding to the service area you want to work with (Chats, Visitors, etc.) and select Hide/Show Expanded Table Fields.

    Result: The Column Chooser window is displayed.

  2. Click and drag a field to the table headers above the rows in the grid. To remove a field, click the header and drag it back to the Column Chooser window.
  3. You can move the headings on the grid around by simply clicking and dragging them left or right. Also note, columns can only be added to the fully expanded view where you can view the actual chat, email, visit or call record.

Add Dashboard Notices

Dashboard notices are a type of alert that gets triggered when the specified criteria are met. Default notices are provided for each service area, or you can add your own.

  1. On the dashboard toolbar, click the icon corresponding to the service area you want to work with (Chats, Visitors, etc.) and choose the type of notice to generate:
    • Active for current, real-time information.
    • Historic for information in the past (per Folder, Operator, or for your entire account).

    Result: The Dashboard Notices window is displayed.

  2. Select criteria and set custom formatting.
  3. Click OK to save your changes.
When criteria are met, a notice is shown with the selected formatting applied.

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).