This guide provides a comprehensive overview of Workspaces, Dashboards, Personal Dashboards, Reporting, Filters, and Scheduling within the platform. It outlines setup steps, configuration options, and best practices for managing analytics and performance across teams.

Table Of Contents

What Are Workspaces?

Workspaces provide structured access to the main features of the analytics portal and enable collaboration across users, departments, or teams.

🧭 Understanding Workspaces

Each workspace serves as a container for tools such as:

• 📈 Reports

  Create and view detailed call data using filters and templates.

• 📊 Dashboards & Wallboards

  Visualize real-time and historical metrics through configurable dashboards and live wallboards.

• 🧮 Filters

  Build and apply advanced conditions to narrow and analyze call activity.

• 🕒 Schedules

  Automate report delivery using flexible timing and recurrence options.

• 🧑‍💼 Personal Dashboard (requires access)

  A real-time performance view tailored to the individual, including:

  • Dashboard Tiles
  • Queue Grid
  • Unreturned Call Grid (Lost Calls)

• 🎧 Call Center App (requires access)

  Enables creation and management of queues, assignment of agents, queue settings, hold treatment, and live monitoring of agent activity.

Users must be assigned to at least one workspace to use the portal. However, access to each individual feature within the workspace must be explicitly granted.

💡 Note: The ability to create or manage multiple workspaces may be limited by your license level.

Managing Workspaces

Users with the appropriate permissions can manage workspaces:

• Create New Workspace: Click 'Create Workspace' at the bottom of the workspace menu.
• Edit Workspace: Admins can click 'Edit' next to any listed workspace to change settings.

Switching Between Workspaces

The active workspace is shown on the left navigation panel, represented by its name or initials/image.

To switch workspaces:

1. Click the arrow next to the current workspace.
2. Select a different workspace from the list.

Create from Template

Choose one of the pre-built layouts when creating a new workspace:

• Blank

  Start from scratch with no pre-loaded tools. Best for fully customized setups.

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• Call Management

  Includes call list reports and wallboard views focused on inbound/outbound tracking.

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