Dashboard settings

You can standardize the layout for each of the three dashboards, configure multi-chart views for each role, and control dashboard filter behavior. You can also set the order of each chart in the menu from which the users selects charts to view.

When you update a dashboard, you must instruct service users to reset their dashboards. If they don’t reset their dashboards, then the previous dashboard settings remain unchanged.

Configuring a standard dashboard layout

If you prefer that service users use the standard layout, then you must instruct them to refrain from personalizing the dashboard.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Dashboard Charts Layouts.
  4. Select a dashboard.
  5. Double-click a report to configure.
  6. In the Display column, select Yes to show the report and No to hide the report.
  7. In the Order column, specify the numeric position of the report.
  8. Click Update.

Enabling multi-chart dashboards

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Enable multi-chart dashboards:
    1. In the left navigation panel, click Application Settings.
    2. Navigate to Multi-Chart Dashboard.
    3. To enable multi-chart dashboard for agents, set the Agent/ServiceRep option to Yes.
    4. To enable multi-chart dashboard for managers, set the ServiceMgr option to Yes.
    5. To enable multi-chart dashboard for administrators, set the ServiceAdmin option to Yes.
  4. To configure the charts that administrators can select for their multi-chart dashboard:
    1. In the left navigation panel, click Dashboard Layouts.
    2. Select the dashboard to configure:
      • To configure the dashboard for administrators, select Admin Dashboard.
      • To configure the dashboard for agents, select Agent Dashboard.
      • To configure the dashboard for managers, select Manager Dashboard.
    3. Double-click a report to configure.
    4. In the Display column, select Yes to show the report and No to hide the report.
    5. In the Order column, specify the numeric position of the report.
    6. Click Update.

Creating a default multi-chart dashboard view

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin > Dashboard Layouts.
  3. Select a dashboard.
  4. In the Charts tab, double-click a report to configure.
  5. In the Display column, select Yes to show the report and No to hide the report.
  6. Click Update.
  7. In the Order column, specify the numeric position of the report.
  8. Click Update.
  9. Repeat steps 4 through 8 to configure each report.
  10. Select Properties.
  11. Specify this information:
    Tab 1
    Specify the name of the first dashboard tab. Leave blank to remove the tab.
    Tab 2
    Specify the name of the second dashboard tab. Leave blank to remove the tab.
    Tab 3
    Specify the name of the third dashboard tab. Leave blank to remove the tab.
  12. Click Update.
  13. Select Dashboard Configuration.
  14. Double-click a report.
  15. In the Tab column, specify the dashboard tab to which the report is assigned.
  16. Click Update.
  17. In the Position column, specify the position of the report within the selected dashboard tab.
  18. Click Update.
  19. Repeat steps 14 through 18 to configure the placement of reports in the multi-chart dashboard view.

Configuring the functionality of the dashboard filter Clear button

Administrators can configure the Clear button functionality to work in any of these ways:
  • When the Clear button is enabled, queue reports show open cases, with default filters applied. This enables users to limit report contents by applying default filters and by showing only open cases.
  • When the Clear button is enabled, queue reports show open and closed cases, with no filters. This enables users to view all report contents instead of only data that is generated with default filters.
  1. Click Application Settings.
  2. Set Clear Defaults to No to make the Clear button restore default filters and show only open cases. Set Clear Defaults to Yes to make the Clear button remove all filters, including default filters, in the queues.
  3. Click Save.