Bold360Dashboard 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.

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.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.