LookML: Standard Dashboards 

SingleComm-developed LookML Dashboards for your use.

This article covers:

1. What are LookML Dashboards?
2. 2
• Agent Dashboard
• Agent KPIs
• Average Orders (Map View)
• Call Detail
• Call Summary
• Day of Week Trend
• Hourly Trend
3. Common Dashboard Settings
• Filtering Data
• Set Filters as Required
4. Scheduling a LookML Dashboard
5. Saving\Changing a LookML Dashboard

1. What are LookML Dashboards?

Every LookML project is comprised of 3 main parts:

1. Models
2. Views
3. LookML Dashboards

A dashboard is a collection of saved looks, all displayed on one page and represented by visualizations.

LookML dashboards differ from user-defined dashboards in multiple ways:

To access LookML dashboards:

• Log in to CX Explore (by default, you will be directed to your Shared Space)
  
  
  
  
• Click on LookML Dashboards in the left-hand navigation menu
  
• The pre-configured LookML dashboards will load on the right
  • Click on any dashboard name to access it
• Available options are located by clicking on the Settings button 
  
  • Page options: Set as Your Default Space
    
    
    
  • Dashboard options:
    • Send
    • Add Schedule
    • Import
      
      

2. Standard Dashboards

SingleComm has created a set of standard LookML dashboards that are available, and connected to your database. These include:

• Agent Dashboard

  • This dashboard is also viewable from within CX Route. For more information, click here.
    
    
    By default, this dashboard measures live agent performance data* on the current day across all Programs. It is made up of 2 looks (Agent Performance, Agent Log) that both display their data in Table visualizations.
    Filters on this dashboard that can be modified include:
  • Agent ID
  • Date
  • Agent Name
  • Campaign
  • Program
    *For more details, see the Filtering Data section below
    

Making changes to the default LookML dashboards? These modifications will be lost once you exit it. To see a report of your customized dashboard, simply schedule it to be sent to yourself (or others). Up-to-date data, set to your specifications will be sent out at the time you choose. For details on how this is done, scroll down to Scheduling a LookML Dashboard.

• Agent KPIs

  
  By default, this dashboard measures all of the Key Performance Indicators for every agent* on the current day and displays the data in a Table visualization. It is made up of a single look (Agent KPIs).
  Filters on this dashboard that can be modified include:
  • Call Date
  • Campaign
  • Number Group
  • Agent Name
  • Program
  • Agent ID
  • Direction
  • Disposition
  • Disposition Category

• Average Orders (Map View)
  

• By default, this dashboard measures the last 7 days* worth of calls across all programs. It is made up of 3 looks (Avg order heat map, Order count heat map, Order total heat map) that display their data in Map Regions Chart visualizations.Filters on this dashboard that can be modified include:

  • Call ID

  • Program 

  • Number Group

  • Campaign

  • Direction

  • Agent ID

  • Agent Name

  • Order Status

  • Disposition

  • Disposition Category*For more details, see the Filtering Data section below
    

• Call Detail

By default, this dashboard measures the individual components of the current day's* calls across all campaigns, and displays the data in a Table visualization. It is made up of a single look (Call detail).
Filters on this dashboard that can be modified include:

• Call ID
• Call Date
• Campaign 
• Number Group 
• Agent Name
• Program 
• Agent ID
• Direction
• Disposition
• Disposition Category
  *For more details, see the Filtering Data section below

• Call Summary

By default, this dashboard measures multiple metrics for the current day's* calls. It provides current running totals for all campaigns and is made of eight individual looks (Answered calls rate, Approved orders / answered calls, Call abandonment funnel, Call counts, Call times, Total approved order total, Total approved orders, Total minutes in call). The data is displayed in Single Value Charts as well as a Bar Chart, Funnel Chart, and Column Chart visualization.
Filters on this dashboard that can be modified include:

• Call Date
• Campaign
• Number Group
• Agent Name
• Program
• Agent ID
• Direction
• Disposition
• Disposition Category
  *For more details, see the Filtering Data section below

• Day of Week Trend

By default, this dashboard measures the call trend of the last 7 days* worth of calls across all campaigns. It is made up of 4 looks (Dow calls trend, Dow abandon rate trend, Dow call time trend, Day of week detail), displayed as 3 Line Charts and a Table visualization across the bottom.
Filters on this dashboard that can be modified include:

• Call Date
• Campaign 
• Number Group
• Agent Name
• Program
• Agent ID
• Direction
• Disposition
• Disposition Category
  *For more details, see the Filtering Data section below

• Hourly Trend

By default, this dashboard is similar to the Day of Week Trend, but it measures call totals from the current day only*. It is made up of 4 looks (Hourly calls trend, Hourly average time trend, Hourly abandoned rate trend, Hourly detail), displayed as 3 Line Charts and a Table visualization across the bottom.
Filters on this dashboard that can be modified include:

• Call Date
• Campaign 
• Number Group
• Agent Name
• Program
• Agent ID
• Direction
• Disposition
• Disposition Category
  *For more details, see the Filtering Data section below

3. Common Dashboard Settings

All of the above dashboards will list the following:

• filters that are used are listed across the top of the visualization
• time zone
• timestamp that shows how many minutes ago that this data was pulled
• Run button to refresh data (pressing the Run button will reset the timestamp and pull the report data from the cache*)
  *Cache is automatically refreshed every 5 minutes 
• Settings button that offers the following options:
  
  
  • Clear Cache & Refresh: Clears and refreshes the data from the current report and resets the timestamp
    
    Routine clearing of the cache to refresh the data is not recommended. Using the Run button is less taxing and will provide accurate query results.
    
    
  • Download as PDF: Saves a copy of the Dashboard in .pdf format to your Downloads folder.
    
    *The download will be automatically named for the dashboard/ today's date/ time. 
    
    Please be advised that when the dashboard contains a Look containing a scrollbar, ONLY the data that is displayed on the screen at the time of download will be saved.
    For more information on downloading data, click here.
    
    
  • Schedule: Create a regular time for the delivery of this dashboard's updated data.
    
    *For details on how this is done, scroll down to Scheduling a LookML Dashboard.
    
    
    
  • Copy from LookML into a Space: Save an editable version of the dashboard into your personal or shared space.
    
    *Saving\ Changing a LookML Dashboard is covered in the last section of this article. 

Filtering Data 

The LookML dashboards have been configured with the settings and filters mentioned above; however, these can be changed on-the-fly if you would like to tweak the criteria of what is currently being displayed. From inside any LookML dashboard, click on Filters in the top left to drop down the list of available filters.

You can see that the filters that were listed across the top of the page:

Now appear in a list with their current configuration:

*Whenever the filter setting is any value, the filter configuration will appear as blank.
To change it to a specific value, simply click in the blank text box and a list of applicable choices will appear.

To add additional parameter, click on the + symbol on the right:

And an additional row will be added:


Once you have modified the dashboard to display exactly the data you are interested in, click on Run to refresh the output so that it uses the new parameters.

Because this is a LookML dashboard, the modifications made here will be lost once the dashboard is closed.
If you schedule this configuration, it will be sent to you at the time you specify even though the changes are not saved within LookML. This process is detailed in the next section. 

Set Filters as Required

Users have the option to require filter data to be present on a dashboard before running it. This way, the dashboard report will not generate until a value has been entered for the selected filter.

To do this for an existing dashboard:

• Open the dashboard, then click Edit in the top right
  
  
• Click Filters on the menu bar that drops down below the dashboard name
  
  
  
• On the left, click to highlight the filter you wish to edit*
  *This example only shows one filter present
• Click Customize Filter on the Add/Edit Filters pop-up
  
  
  
• Click to toggle ON the option to Require a filter to run this dashboard
  
• Click Save to save and close the pop-up and return to the dashboard
• Click Done Editing in the top right
  

Now, if there is no value entered in the filter, the Run button will not be active, and a warning will appear

Simply click the dropdown to assign a value, at which point the warning indicator will disappear and the Run button will be active, allowing you to generate this report.

4. Scheduling a LookML Dashboard

Once modifications are made to the filters of a LookML dashboard, it is advised that you schedule the updated dashboard to be sent to you because once the dashboard is closed, it will reset back to its default configuration. 
*A more detailed step-by-step on scheduling any type of report is available here.

From inside the dashboard:

• Click on the Settings button
  
  
• Click on Schedule 
  
  *In this example, there are no scheduled reports. If you have previously scheduled dashboards, they will be listed on the left, and the settings of the highlighted dashboard will appear on the right.
  
  If the Schedule modal opens to a screen with settings on it:
  
  Be aware that these are the settings for a dashboard that has already been scheduled (Hourly Trend). A new Schedule must be created so as to not overwrite the settings for the highlighted report.
  
  
• Click Create New Schedule
  
  
  A new schedule, will appear. The default filters, settings, and name can all be modified from this pop-up.
  • Rename the new schedule in the Title text box
    
  • Click Filters to open a list of currently-set filters
    
    *It is likely that your filters have already been modified. This is usually done as part of dashboard configuration before creating a schedule. The modifications you have made to the LookML will all be visible here.
  • Set the delivery schedule and time of day you wish to receive this scheduled report
    
  • Choose the method of delivery, assign the recipients, and add an optional custom message
    
  • Finally, choose a Format from the dropdown list
    
  • Click on Save All to Save this scheduled report configuration

*Once you have successfully scheduled a LookML dashboard (either in its original or modified state), it will be indicated on the Dashboard list inside LookML.

5. Saving\Changing a LookML Dashboard

To do this, click the Settings button in the top right of the LookML dashboard that you want to copy.

• Click on Copy from LookML into a Space
• Select the space that you would like to copy the dashboard to
  
  Keep in mind that anything saved into the shared space can be viewed and edited by anyone.
  
• Click on Copy to save it to the desired space, or click on Copy & View to save it to the desired space and automatically change over to the editable copy.
  
  
  • When Dashboards are copied into a space, all of the looks that make up that dashboard are also copied over. Any modifications that are made on the dashboard will be reflected on the look, and any changes made to the look are automatically carried over to the corresponding dashboard.

LookML dashboards that are saved to your personal space can be scheduled just as they would from inside LookML. The difference is that only you can see that they are scheduled. In the interest of transparency, we suggest scheduling everything from LookML, that way the scheduled reports can be managed from a central location.