Reporting and engagement dashboards helps agents to review their performance and get an idea of overall cases handled by them.

Share report dashboards with inbound agent persona

1. Click the Options icon in the top right corner of the desired reporting dashboard and select Share.

​

2. On the Share Dashboard pop-up window, select the workspaces or worlspace groups with which the reporting dashboard needs to be shared. You can also share the Edit and View permissions. Click Share.

​

3. To view this dashboard in the persona, you need to add the reporting persona tag. Click the Options icon in the top right corner and select Edit Dashboard.

​

4. Add the persona tag, SPR#PERSONA#INBOUND_REPORTING from the Tags dropdown.

​

​Share enagagement dashboards with inbound agent persona

1. Click the Options icon in the top right corner of the desired engagement dashboard and select Share Dashboard.

​

2. On the Share Dashboard pop-up window, select the workspaces or users/user groups with which the engagement dashboard needs to be shared. Click Share.

​

3. To view this dashboard in the persona, you need to add the Care Console persona tag. Click the Options icon in the top right corner and select Edit Dashboard.

​

4. Add the Care Console tag, SPR#PERSONA#INBOUND_CARE_CONSOLE from the Tags dropdown.

​