Customising your Performset Dashboard using Views & Bookmarks
- Views and Bookmarks are used to limit the scope of tickets and events in the Performset - SLA Dashboard for agent groups (1).
- Each agent can then use the filters to further narrow down the results (2).
If your agents are organised based on responsibility for certain types or classification of tickets it is likely that many of the tickets and events in the Performset Dashboard will be of little or no interest to all users.
Performset Dashboard Views and Bookmarks can be used to provide predefined filter selections to scope the list tickets and events down to only those of concern to specified agent groups.
This concept is much the same as standard Zendesk views, but still offering all of the features and benefits of the Performset Dashboard to further filter, organize and manage the actionable workload.
This combination of Views and Bookmarks together with the ability to restrict availability of Views to agent group members allows the Performset Dashboard to be customised based on the roles played by your agents.
**Note: Performset Dashboard Views vs Standard Zendesk Views**
It isn't the intention of this feature to completely replace the use of standard Zendesk views, but to improve the use of the Performset Dashboard in support of the management of tickets within your Service Level Agreements.
As such it probably won't be possible or sensible to attempt the setup of all your Zendesk Views using this Performset Dashboard feature and there is still likely to be a need for the setup and use of standard Zendesk views to fully support other aspects of your customer support process.
Create Views Based on Agent Group Roles and Responsibilities
- Create Views for use by one or more Agent Groups (3).
Although it is possible for each agent to make use of the filters to narrow the scope down to only those events of interest, the Performset Dashboard provides the ability to create preconfigured Views that return only those tickets and events of concern to each of your agent groups and the roles they play within your customer support process.
Then once a view has been selected it is possible for each agent to further refine the tickets and events using the available filters not already selected for the View to focus in on only those involved or of most importance in the current task.
In addition to the selection of filters it is also possible to choose from the options that control which of the available presentation modes should be selected and (if relevant to the presentation mode) which events should be displayed and the order in which tickets and events should be sorted.
Create Bookmarks within Views for Frequently used Filter Combinations
- Create Bookmarks within Views to apply frequently used filter combinations (4).
There might be frequently used additional filter selections within the role of each agent group that warrant the creation and use of Bookmarks within a View.
The Bookmarks then become selectable links within the View hierarchy with a meaningful name and description explaining the purpose and use, that will apply the saved filters upon selection by an agent.
Configuring the Performset Dashboard to Enable Use of Views and Bookmarks
- Click on the Performset icon (1).
- Click on the Configuration tab (2).
- Select the Dashboard page (3).
- Click on Views tab (4).
- The ability to use Views and Bookmarks can be enabled in the View Definition Mode (BETA) (5).
**Important Note**
This feature is currently available to Cloudset Customers on the understanding that the functionality is currently running under a BETA program.
The Views and Bookmarks will not update any of your Zendesk data or meta data or any of the data in the Performset Dashboard concerning your tickets and events, so there is no risk to the performance or integrity of your Zendesk.
However, please be aware that whilst under the BETA program you might experience some as yet undiscovered bugs or unexpected behaviour and the functionality and user interface is subject to ongoing design, testing and change.
Enabling the Views Definition Mode
To enable the use of this feature it is necessary to switch on the Views Definition Mode (3) from within the Performset Dashboard tab (2) using the Performset tool (1).
Follow the onscreen instructions to determine if the views and bookmarks should be made available to Admins and/or Agents.
*Note: at this time only Admins will be given the ability to create and edit Views and Bookmarks in the Performset Dashboard.
Disabling the 'All' View
- Check the All View disabled box to prevent all tickets from being presented in the Performset Dashboard when first loaded (6).
If there are a large number of tickets with running events it might be desirable to prevent showing them all when the Performset Dashboard is first loaded, since this can effect performance and the time taken to load the dashboard.
It might also be the case that there is a requirement to prevent your agents seeing all tickets and instead partition your Performset Dashboard using Group based views (see Create Views Based on Agent Group Roles and Responsibilities above).
If this is the case it is possible to disable or remove the default All view from your Performset Dashboard (6), in which case the Unassigned view will become the default upon loading, unless an alternative default is configured (see below).
It is still possible to create an alternative viewing showing all Tickets with running events, but this won't be the default view unless specifically configured.
Reordering Views and Setting a Default
- Once views have been created it is possible to adjust the display order by dragging and drop each view to the desired position (7).
- The display order can be changed by dragging each view to a new location (8).
- Select the Home icon to set a view as the default when the Performset Dashboard is first loaded (9).
Once several views have been created in your Performset Dashboard it is possible to adjust the display order using the Performset configuration tool.
This is achieved by selecting a view in the list (7) and dragging it to the required position (8).
It is also possible to set a view as the default when the Performset Dashboard is first loaded, by selecting the 'Home" icon against the corresponding view in the list (9).
Reordering Bookmarks
- Click on the down arrow to expand views (10).
- It is also possible to reorder the list of bookmarks within a view (11).
- The views can be dragged up or down (12).
See the View and Bookmark Configuration Settings in Operation
- The SLA Views panel is displayed with All View removed if configured, the list of views re-ordered and the default view has been set as specified (13).
*Note: If the All view is still present, the view order or default hasn't changed in your Performset Dashboard after the configurations have been saved and the Zendesk web browser has been refreshed it is possible that the latest version of the Performset Dashboard App has yet to be deployed (see Redeploying Updated App Versions).
Using Views and Bookmarks
- Select any View or Bookmark to apply the saved filters and options (1).
- Set the title and description of the Performset Dashboard accordingly (2).
- All filters involved in the chosen view or bookmark are applied, but non of the selections in the View definition are displayed or available for deselection (3).
Selecting any of the available Views or Bookmarks (1) will apply all selected filters and options and set the title and description of the Performset Dashboard accordingly (2).
*Note Concerning use of Filters in Views and Bookmarks
Although all filters are applied the selections made within a View definition aren't displayed (3) and it isn't possible to uncheck any of the saved filters while working in a View (see Creating New Views later in this article).
However, if working in a Bookmark any filter selections in the Bookmark definition will be displayed and available for deselection (see Creating New Bookmarks later in this article).
Refining the View or Bookmark Results after Selection
- Additional filter selections can be applied within the View or Bookmark (4).
- It is also possible to switch presentation modes and change the other display options (5).
Although it isn't possible to uncheck any of the saved filters defined in a View it is possible to further refine the list of tickets and events by selecting additional filters (4) whilst working in a View or Bookmark.
It is also possible to switch between presentation modes (5) and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.
Switching to the All View
- Select the All View to display all actionable events on the Performset SLA Dashboard (6).
Unless disabled (see Disabling the 'All' View above) the View named All will always be present within the list of Views and selecting this View (6) will remove all filters to display all actionable events for all tickets in the Performset Dashboard.
As with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.
Switching to the My View
- Switch to My View to see a list of events for tickets that are assigned to you (7).
- Your name will be automatically selected in the Agents filter (8).
The View named My will always be present within the list of Views and selecting this View (7) will remove all filters and select your name as the Agents filter (8) to display all actionable events for all tickets for which you are the current assignee.
Once within this View it is possible to deselect your name in the Agents filter and as with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.
Creating New Views
- Select Create View from the SLA Views menu to create a new View (1).
A new View can be created by selecting the Create View link from within the SLA Views menu (1).
Note: Recommended use of Performset - SLA Views
The purpose of the Performset Dashboard Views and Bookmarks is to improve the productivity and performance of your agents during the management of tickets within your Service Level Agreements.
Whilst the concept is much the same as standard Zendesk views the Performset Dashboard is not intended as an alternative or complete replacement for all other aspects of your customer support process for which it is expected there will still be a need for a number of standard Zendesk views.
Taking the above into account, although it isn't mandatory to select a Group filter for a view, it is recommended that where possible your agents are organised into Zendesk Groups based on their role within your customer support process and the type or classification of tickets for which they have responsibility and then Views should be created for use by one or more Groups.
Once the agent group based views have been created to limit the tickets and events to only those of concern to the Group members, it will be possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the Performset Dashboard based on lower level ticket classifications.
If the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections (see Creating New Bookmarks later in this article).
Enter a Name and Description for the View
- While working in View Creation mode the SLA Views panel is given a blue background (2) and the SLA View Definition Panel is presented (3).
- Enter a suitable name and description of the view (4).
The Performset Dashboard will enter View Creation mode turning the SLA Views panel light blue (2) and the SLA View Definition panel is presented (3).
Enter a suitable name and description that describes the purposes and use of the View (4).
*Note Concerning the Difference between Index Filters and the SLA View Definition Panel
You will notice that the SLA View Definition panel takes the same format as the index filters used in the Performset Dashboard operating modes.
The contents of SLA View Definition panel are derived from the ticket fields in your Zendesk account to ensure that a full list of options is always available for selection when defining a view.
Since the selections aren't derived form the currently actionable tickets and events it isn't possible to determine the list of tickets and events for each option.
However, when defining a View it is possible to select multiple options within a filter group (see below for full instructions).
The index filters are built from the data associated with the currently actionable tickets and events in the Performset Dashboard at any one point in time from which the indexes are built (number of tickets and events) and a full range of selections in a filter group might not always be listed.
Only a single selection can be made per filter group when operating the Performset Dashboard.
*Using Organizations and Requesters as Filters in SLA View Definitions
There could be thousands of Organisations and End Users within your Zendesk account so this being the case no attempt is made to build a list iof filter options for Requesters in the SLA View Definition panel.
If your Zendesk account includes no more than 100 Organisations a filter group will be presented in the SLA View Definition, but if your Zendesk account exceeds no attempt will be made to build a filter group for Organisations.
A future release of this feature will provide an option to search for Organisations and Requesters where the number exceeds 100, thus allow the inclusion of these items as filters in all View definitions.
Select the Groups to which the View Applies
- Select each of the Groups to which the View applies (5).
- Select this option to restrict availability of the View to the selected Groups (6).
Select one or more Groups to which the View applies (5) and in so doing ensure that a filter will be applied to the Performset Dashboard when the View is selected, displaying only tickets and events assigned to the selected Groups.
By organising your Views by one or more Zendesk Groups it is possible to restrict availability of Views and contained Bookmarks to only those Agents that are members of the selected Group filters (6).
This will ensure that an agent will only be presented with those Views and Bookmarks that are of relevance when using the Performset Dashboard.
Select Additional Filters if Required
- Select any additional filters required for the View (7).
- Selections within a filter group are logical OR conditions - conditions between filter groups are logical AND (8).
It might be sufficient to limit the filters for a View to one or more Zendesk Groups, since any additional filtering can be applied to individual Bookmarks (see later in this article), or through the use of the index filters interactively when the agent is operating the Performset Dashboard.
However, it might be appropriate to include additional filters in a View if the list of tickets and events should always be further restricted regardless of any interactive filtering or bookmarking, e.g. only Urgent or High Priority Order Queries (7).
Any selections made within a filter group will always be applied as a logical OR condition and conditions between filter groups are applied as a logical AND (8), e.g. (Groups equals Order Queries) AND (Priority equals High OR Priority equals Urgent).
Select Presentation Mode, Columns and Sort Order
- Select the default Presentation Mode for the View (9).
- Switch on any Event Columns (highlighted blue) (10).
- Click on the title to sort column and direction (11).
Additional options can be set to control the way in which the SLAM-Dashboard is laid out and presented when first invoked.
Select the presentation mode (9) that best suits the purpose of the View and the role or task performed by the target audience.
If the Tickets mode is set as the presentation default, then it is also possible to switch on one or more event columns (10) and the sort order (11) for the list of tickets when the View is first invoked.
*Note: any of these options can be removed or adjusted after the initial invocation of the View.
Select Ticket ID and Breach At Columns
The ticket number (1) and the ability to display and details when a SLR breach will occur (3) can be shown or hidden by selecting either of the two buttons:
- Ticket Id can be toggled on or off by pressing the Ticket ID button (1).
- This displays the open tickets (2).
- The time which a SLA breach will occur can be toggled on or off by clicking on the Beach At button (3).
- The date and time of a potential breach will be displayed (4).
Save the View Definition
- Save the View to commit the settings (12).
- Cancel to prevent the View creation (13).
Once the View definition is complete hit the Save button (12) to commit the settings, or Cancel button (13) to discard the View creation.
Exit View Creation Mode
- Select Done to exit View Creating Mode (14).
- The new View will be present an available for use by all admins and agents belonging to the associated Groups (if Group restrictions have been selected (15).
Once all new Views have been created select the Done button (14) to exit View Creation Mode and return to the Performset SLA Assistant operating mode from where the View can now be invoked from within the SLA Views panel (15).
Editing Existing Views
- Select Edit View(s) from the SLA Views menu to edit and existing View (1).
An Existing View can be edited by first selecting the Edit View(s) link from within the SLA Views menu (1).
Select the Edit Link against an Existing View
- Hover over a View and select the edit link (2).
Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).
Apply the Required Updates
- Apply the required updates as described earlier in this article (3).
Apply the required updates (3) as described earlier in this article under the heading Creating New Views.
Deleting Existing Views
- Select Edit View(s) from the SLA Views menu to delete and existing View (1).
An Existing View can be deleted by first selecting the Edit View(s) link from within the SLA Views menu (1).
Select the Delete Link against an Existing View
- Hover over a View and select the Delete link (2).
Hover over the View to be deleted to reveal the list of available operations and select the delete link (2).
Creating New Bookmarks
- Select the View within which the Bookmark will be created (1).
- Then select Create Bookmark from the SLA Views menu to create a new Bookmark under the View (2).
A new Bookmark can be created by selecting and existing view (1) and then selecting the Create Bookmark link from within the SLA Views menu (2).
*Note: Recommended use of Bookmarks
As described earlier in this article the primary purpose of Views is to scope and organize the tickets and events in the Performset Dashboard based on the role of agent groups involved in your customer support process (see Creating New Views earlier in this article).
While working within a view it is possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the Performset Dashboard based on lower level ticket classifications.
However, if the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections.
Enter a Name and Description for the Bookmark
- While working in Bookmark Creation mode, the SLA Views panel is given a green background (3) and the SLA Bookmarks Definition Panel is presented (3) and (4).
- Enter a suitable name and description of the View (5).
The Performset Dashboard will enter Bookmark Creation mode turning the SLA Views panel light green (3) and the SLA Bookmark Definition panel is presented (4).
Enter a suitable name and description that describes the purposes and use of the Bookmark (5).
Select Additional Filters Involved in the Bookmark
- Only one option can be selected within each filter group (6).
- Filters options can only be selected from those available to the parent View (7).
- Selection between filter groups are logical AND conditions (8).
When creating a Bookmark it is only possible to select a single option within each available filter group (6).
Each Bookmark will inherit the filter selections made in the parent View definition upon which the Bookmark is based and so it isn't possible to select filter options that are not within scope of the parent View (7).
Selections within multiple filter groups will result in a logical AND condition (8), e.g. Platform equals SGI AND Operating System equals Linux AND Periods equals Next.
*Note: If there is a need to save a frequently used query involving multiple selections within one or more filter groups, or if the required filters aren't available at the Bookmark level then it will be necessary to create a View for this purpose (see Creating New Views earlier in this article).
Please also see *Note Concerning the Difference between Index Filters and the SLA View Definition Panel earlier in this article.
Presentation Mode, Columns and Sort Order are Inherited from the Parent View
The Presentation mode and all options to display event columns and the default sort order of ticket lists are inherited form the parent View and cannot be set in the Bookmark definition.
Please see Select Presentation Mode, Columns and Sort Order for a View earlier in this article.
Save the Bookmark Definition
- Save the Bookmark to commit the settings (9).
- Cancel to prevent the Bookmark creation (10).
Once the Bookmark definition is complete hit the Save button (9) to commit the settings, or Cancel button (10) to discard the Bookmark creation.
Exit Bookmark Creation Mode
- Select Done to exit Bookmark Creation (11).
- The new Bookmark will be present and available for use by all admins and agents with availability of the parent view (12).
Once all new Bookmarks have been created select the Done button (11) to exit Bookmark Creation Mode and return to the Performset Dashboard operating mode from where the View can now be invoked from within the SLA Views panel (12).
Editing Existing Bookmarks
- An Existing Bookmark can be edited by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).
Select the Edit Link against an Exiting Bookmark
- Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).
Apply the Required Updates
- Apply the required updates as described earlier in this article (3).
Apply the required updates (3) as described earlier in this article under the heading Creating New Bookmarks.
Deleting Existing Bookmarks
- Select Edit Bookmarks for the Performset SLA Views menu to delete and existing Bookmark (1).
An Existing Bookmark can be deleted by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).
Select the Delete Link against an Existing Bookmark
- Hover over the Bookmark to be deleted to reveal the list of available operations and select the delete link (2).
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