The Personal Dashboard in the Account Portal allows users to configure and customize teams workspace for tracking key metrics, monitoring queue activity, and managing unreturned calls. This guide provides step-by-step instructions for setting up and managing the dashboard efficiently.

Table Of Contents

Navigating the Interface

When configuring the Personal Dashboard in the Account Portal, the following sections are available:

• Dashboard Tiles – Displays key performance data using customizable tiles.
• Queue Grid – Provides a live view of queue activity and agent status.
• Lost Calls (Unreturned Call Grid) – Highlights unanswered calls requiring follow-up.

Accessing the Personal Dashboard Views

Create or Select Personal Dashboard

Edit Dashboard Settings

Dashboard Tiles

Edit / Delete Tiles

Adding & Configuring Dashboard Tiles

Setting Up the Queue Grid

1. Enable the Queue Grid to monitor real-time queue activity.
2. Select relevant metrics such as:
   • Agent availability
   • Active calls
   • Longest wait time
3. Save the configuration to update the display.

Configuring the Unreturned Call Grid (Lost Calls)

1. Enable the Unreturned Call Grid to track unanswered calls.
2. Filter data by:
   • Call age
   • Assigned user
   • Queue status