Creating Tabular Templates in Nextiva Unity Graphical Dashboard

Tabular templates display statistics in a table, which can be presented for both Call Center queues and individual Agents.

1. Under Display Template, click the Plus (+) icon to the right of the Tabular Template panel.
2. Enter a Name for the new tabular template.
3. Select the desired ACD Queue Statistics by clicking the statistic(s) displayed under Available Statistics. Click the right arrow to add the statistic(s) to Included Statistics.
4. Under ACD Queue Statistics, click the Show drop-down and select one of the following options to display in a specific order based on the included statistic.

• The top: Display the top-performing queues.
• The bottom: Display the bottom performing queues.
• All queues: Display all queues.
• No queues: Display only Agent/User statistics.

5. Specify the total number of queues displayed based on the desired statistic, if “the top” or “the bottom” is selected.

NOTE: Users can customize the order of the Included Statistics by using the up and down arrows.

ACD Queue Statistics

6. Select the desired Agent/User Statistics by clicking the statistic(s) displayed under Available Statistics. Click the right arrow to add the statistic(s) to Included Statistics.
7. Under Agent/User Statistics, click the Show drop-down and select one of the following options to display in a specific order based on the included statistic.

• The top: Display the top–performing Agents/Users.
• The bottom: Display the bottom performing Agents/Users.
• All agents: Display all Agents.
• No agents: Display only Cell Center queue statistics.

8. Specify the total number of Agents/Users displayed based on the desired statistic if “the top” or “the bottom” is selected.

NOTE: Users can customize the order of the Included Statistics by using the up and down arrows.

Agent/User Statistics

Configuring Thresholds:

There are two types of values: non-negative integers and time spans. Users can specify different colors to represent different values on the tabular view. For example, a Supervisor may want Calls In Queue to display green when 1-5 calls are in queue, yellow when 6-10 calls are in queue, orange when 10-15 calls are in queue, and red when more than 16 calls are in queue.

9. To set up Threshold values, click the desired statistic under Included Statistics.

Configuring Thresholds

NOTE: If the selected statistic displays time duration, then the value entered should be in time span format (HH:MM:SS). For example, a Supervisor wants Total Average Call Duration to display green if under 5 minutes, orange if longer than 5 minutes but less than 10 minutes, and red if longer than 10 minutes.

Time Span Thresholds

NOTE: Users can delete thresholds by right-clicking the desired row and clicking Delete Row.

10. Click OK to save the new tabular template.

For additional assistance, please contact a member of our Amazing Service team by emailing [email protected] to immediately open a case.

Related Articles:

• Installing Nextiva Unity
• Manually Upgrading Nextiva Unity Desktop
• Nextiva Unity Agent Interface
• Nextiva Unity Reception Interface
• Nextiva Unity Supervisor Interface
• Managing Calls from Nextiva Unity
• Managing Call Recording from Nextiva Unity
• Transferring a Call from Nextiva Unity
• Escalating a Call to a Supervisor
• Sending Instant Messages from Nextiva Unity
• Silent Monitoring from Nextiva Unity Supervisor
• Customizing Statistics in Nextiva Unity Supervisor
• Configuring Thresholds from Nextiva Unity Supervisor
• Creating Graphical Templates in Nextiva Unity Graphical Dashboard