Configuring and Customizing the Performset Dashboard

*Note: this step refers specifically to the use of Performset SLA Management, so if you are making use of release SLA3 please refer to the step below.

Before the Performset Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the Performset App.

Select the Performset sidebar icon (1) > Configure page (2) > Dashboard tab (3) to enable the Performset Dashboard (4) and configure from within the Performset Configuration Tool.

Remember to save all changes in order to commit the configuration settings (5).

Before the Performset Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the Performset App.

• Select the Performset sidebar icon (1) to enable the Performset Dashboard (3) and configure from within the Performset Configuration Tool (2).
• Make sure Activation is enabled (4).
• Remember to save all changes in order to commit the configuration settings (5).

Control which of the system tick fields should be used as faceted filters in the Performset SLA Dashboard.

It is possible to select which of the system fields (2) to include in the filters (4) used for the Performset Dashboard (see Using the Performset Dashboard Filters).

*Important Note:

Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

• Performset - Configure - Dashboard page (1): Priority (3) and Status (4)  boxes have been checked (Standard Facets). These will be displayed in Performset - Dashboard Filters (2).
• If a custom Priority has been used for one or more SLA Plan specifications then use of this field can also be controlled here (3).
• If a custom Status has been used then the use of this field as a filter can be controlled here (4).

If a custom priority field has been used for one or more Policy specifications (SLA3) or Policy Specifications (Performset) it is possible to control the use of this field (3) as a filter.

If a custom status has been configured using the Cloudset Custom Status App, then it is also possible to control the use of this field (4) as a filter.

(see Using the Performset Dashboard Filters)

*Important Note:

Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

• Performset - Configure - Dashboard page (1).
• Performset - Dashboard page (2).
• It is possible to configure up to five custom ticket fields as faceted filters in the Performset SLA Dashboard (3).

It is possible to select a maximum of five additional custom ticket fields (3) to include in the filters (4) used for the Performset Dashboard (see Using the Performset Dashboard Filters).

*Important Note:

Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

• Performset - Configure - Dashboard page (1).
• Performset - Dashboard page: Events mode (2) and Tickets mode (3).
• Standard Facets (4) set in the Configure page (1). With corresponding Filters (5) in the Dashboard page (2).
• It is possible to include the use of filters to show only events falling within one of the configured periods (6). 
• Set the filter (6) to show only events (7) failing within one column period (7).
• The filter will also apply when working in Tickets mode (3) to show only those tickets where the Next SLA Breach falls within the chosen period (8).

An optional set of filters (5) can be switched on or off (4) to show only events that fall within one of the three configurable column periods (see Customizing the Dashboard Columns above).

Selecting one of these periods (6) will filter out events to show only those that fall within the chosen period (7), e.g. next 24 hours, more than 1 day, beyond the due date/time, etc.

Using this filter will also limit the events displayed in the Performset Dashboard when working in Tickets mode (3).

Note: See also Using the Performset Dashboard Filters.

• Performset - Configure - Dashboard page (1).
• Performset - Dashboard page (2).
• Use this setting (3) to determine the number of facets displayed in the indexed filter panel by default (4).
• Select More to expand the list and display all facets in a particular filter (5).

In order to avoid cluttering the filter panel with long lists of facets in a particular category it is recommended that the number displayed at any time is kept to a minimum (see Using the Performset Dashboard Filters).

However the default number of facets can be configured (3) should it become appropriate to extend or reduce the default number displayed  (4).

*Note: the facets in any filter can be expanded to show a complete list by selecting the corresponding More link.

• Performset - Configure - Dashboard page (1).
• Performset - Dashboard page (2).
• Specify if the Performset SLA Dashboard should always filter tickets based on the current agent or group when first loaded (3), (4) and (5).

Depending upon the specifics of your customer support process it is often the case that an agent using the Performset Dashboard will only be interested in tickets to which he or she is assigned.

Alternatively it might be the case that an agent will usually need to be aware of tickets assigned to his or her default group to see tickets waiting in the queue that should be grabbed by the agent at the next opportunity.

Should either of the above scenarios be true it is possible to configure the Performset Dashboard (3) to set the filter so that only those tickets and associated events or tasks assigned to the current user (4) or default group (5) for the current user are displayed when first loaded.

This filter can be removed at any time after the Performset Dashboard is first loaded or reloaded, so it remains possible for an agent to see an holistic view of all tickets and incomplete events or tasks regardless of assignee or assigned group.

*Note: this configuration setting will not apply if the current user has full admin privileges, since it is assumed that an administrator will most often wish to see a compete view of all running events.
However, the filters can be set by an admin in order to see only events for tickets to which he to she is assigned should this be necessary (see Using the Performset Dashboard Filters).

• Performset - Configure - Dashboard page (1).
• Performset - Dashboard page: Events mode (2) and Tickets mode (3).
• Control if the Performset SLA Dashboard should initially load in All Events (4). Tickets (Next Events) mode (2) or Tickets Tabular View mode (3).

As outlined in the Introduction to the Performset Dashboard several alternative modes of operation are provided.

Depending upon the nature and specifics of your customer support process your agents and/or management team might have a preference for one mode of operation.

Should this be the case it is possible to configure the Performset Dashboard to always load in your preferred mode (4).

*Note: the operating mode can be changed at any time once the Performset Dashboard has been loaded (see Introduction to the Performset Dashboard).

Setting the Default for Ticket Id and Breach At Columns

A new feature has been added to the Configure - Dashboard screen (1), Show Ticket ID (2) and Show Next SLA Breach At (3):

• Configure - Dashboard screen in the dashboard (1).
• Check the box (4) to show the ticket ID in the dashboard (2).
• Check the box (4) to show Next SLA Breach At. The date and time of a potential breach will be displayed (3).