.Business Features v13.1

Gadget-Oriented Dashboards 

ExpertFlow Dashboards & Wallboards application allows the contact center administrators, supervisors and agents to customize new dashboards as per the needs of the business. Each user can create its own dashboard or admins create a contact center Wallboard to be displayed on a large screen in a room. 

The application comes with predefined gadgets (display types and data logic) to be added on a dashboard container. The user can then customize the gadget to see the attributes important to the business while hiding the rest of the other attributes.

Predefined Layouts/ Dashboard Templates

Dashboards are created following a predefined dashboard template. So each time the user has to create a dashboard, it chooses a template from the list of predefined templates to define the dashboard layout. Gadgets are then added in the dashboard following the selected template. 

Display Types

The display type defines how the data will be displayed in a gadget. A gadget is a combination of a specific display type and the data logic as defined by the user while creating the dashboard. 

Following display types are available as of today in the application: 

• Pie Chart: Draws the data in the form of a pie. 
• Doughnut Chart: Draws the data in the form of a doughnut
• Scorecards: Each data attribute is represented by a square box called a "scorecard"
• Line Chart: Draws a line chart of the selected data statistics based on the specified resolution (daily, hourly)
• Bar Chart: Draws a bar chart of the selected data statistics based on the specified resolution 
• Text Message: To display a static text message to be announced across the contact center 
• Greeting Message: To display a static text message with a greeting such as "Good Morning Team!" on the Wallboard
• Data Table: To display data in a tabular format. Can use to show teams agent' details across all teams in a table and to see individual stats of each team agent.

See the screenshot below.

Dashboard Groups 

A dashboard group is a group of multiple dashboards which allows the user to set scrolling intervals to display each dashboard in the group one by one.

Generate a URL of the group to see all dashboards in the group in the browser window. 

No user authentication is required to access the final link of a dashboard group.

Auto scrolling and ordering among dashboards in a group

The auto-scrolling feature allows scrolling dashboards in a group in the sequence and time as configured in the Dashboard Group definition.

Link sharing of dashboards and dashboard groups

Get the URLs to the dashboards and dashboard groups to see your final dashboard(s) as Wallboards on a big screen in a browser tab.

By default, anyone with the link can access the dashboards. No user authentication is required to access the final dashboards. 

Light and Dark Color Backgrounds

Choose a dark color theme to display your wallboard with a darker background or a lighter theme to display it on a light background.

APIs for 3rd-parties to report external system statistics

ExpertFlow exposes Data Services model to urge external systems to report on their data in the ExpertFlow Dashboard application. 

Each system that has to show some reporting data in the ExpertFlow Dashboards application needs to write a data service (REST / GraphQL APIs) to expose the data attributes in the format that ExpertFlow shares. The application then calls the APIs of the external Data Service to display the statistics from the 3rd-party data service in the dashboard.