Widgets

Widgets

Overview

Introduction

The Thrio team is excited to roll out the following Agent Home Screen UI feature: Homepages with Widgets. In this document, we have provided a guide to show how administrative users can create and configure Widgets and then assign them to specific Users or User Profiles. We are confident that the following changes will help enhance the overall user experience when using the Thrio application.

Homepage with Widgets

A series of widgets have been created that can now be displayed on the screen for users to see. This will be a new Homepage with the widgets stacked on top of one another. The widgets are created and configured by an administrator. Then, tabs are created, widgets are assigned to tabs, and the tabs are assigned to users or user profiles. The user configuration will take precedence over the profile one. Users will need to navigate to the Homepage to see it, in order to see the Homepage when logging in it must be configured to the right position.

Homepage with Tabs

Configure a Widget

To create and configure a widget:

  • In the Options Menu, search for the Widget Icon.
Widget Icon
  • Click the + icon next to the search bar in the center of the screen.
  • You will be directed to a new screen with two tabs: Information and Filters.
Creating a Widget Tabs

In the Information Tab you determine the:

  • Name. NOTE: It’s very important to name widgets as specifically as possible so it’s clear when agents see them.
  • Description
  • Widget Type - The Widget Type tells the graphical representation of the widget and some information.
  • Time Interval - Weekly or Daily. A week of workitems or day of workitems. NOTE: The Time Interval for the Voicemail, Fax and Personal Callbacks will be the default date range, users can change it in these widget’s settings.
  • Refresh Rate - The data can only be refreshed manually, in the future there will be an option to be refreshed in specific time intervals.

NOTE: Widgets are automatically refreshed when you navigate to the home page.

  1. In the Filters Tab you set the Media Type for the widget. The Media Types available are:
  • Chat
  • Email
  • Facebook
  • Inbound Call
  • Inbound Extension Call
  • Inbound Fax
  • Inbound SMS
  • Outbound Call
  • Outbound Email
  • Outbound Extension Call
  • Outbound Fax
  • Outbound SMS
  • Predictive Call
  • Predictive SMS
  • Progressive Workitem
  • Twitter

NOTE: Filters, such as Media Type, are used to specify the type of workitem to be shown in the widget. If there are none in the list, then all possible filters are selected. Eg all of the media types or all of the dispositions.

NOTE: For certain widgets, you can also filter by Queues, Dispositions and Campaigns.

NOTE: Workitems must be dispositioned for the widget to be updated.


Widget Types

The widget types are:

  • Agent Goal is a percentage of an agent’s performance compared to a goal configured by an administrator. The goal can be set in the Goal field when configuring the widget.
Agent Goal Widget with Achievement Trophy
  • Agent KPI shows statistics for filtered workitems for an agent. If you select Agent KPI as the Widget Type, the KPI field will appear. There are six KPI types:
  1. Average Handle Time
  2. Average Talk Time
  3. Average Wrapup Time
  4. Total Handle Time
  5. Total Talk Time
  6. Total Wrapup Time

Workitems are made up of two parts: Talk Time and Wrapup Time. Talk Time starts from when the workitem is answered to when the workitem is terminated. Wrapup TIme includes dispositioning the workitem and other activities such as updating contact information. Handle Time is the sum of Talk Time and Wrapup Time.

NOTE: There can only be one KPI per widget at a time. 

NOTE: To move Agent KPI widgets on the homepage, drag by the widget’s name.

  • Gamification: Agent Total shows an agent’s performance for filtered workitems compared to the average performance and the best performance. It will present three lines:
  1. Mine. Calculated by the number of filtered workitems the agent handled that met the goal divided by the best performance.
  2. Avg. Calculated by the total number of filtered workitems divided by the number of agents assigned to the widget. NOTE: This field will show the same number for every user that has the widget assigned to them.
  3. Best. This shows the best performance compared to the goal of any user that has the widget assigned to them. NOTE: This field will show the same number for every user that has the widget assigned to them.
Gamification: Agent Total Widget
  • Gamification: Disposition Total shows how workitems are being dispositioned over time. The disposition(s) to filter by can be configured in the Disposition list under the Filters tab when creating the widget. It will present three lines:
  1. Mine. Calculated by the number of filtered workitems the agent handled that met the goal divided by the best performance.
  2. Avg. Calculated by the total number of filtered workitems divided by the number of agents assigned to the widget. NOTE: This field will show the same number for every user that has the widget assigned to them.
  3. Best. This shows the best performance of any user compared to the goal that has the widget assigned to them. NOTE: This field will show the same number for every user that has the widget assigned to them.
  • Occupancy is a graphical presentation of how long an agent has spent on certain statuses when logged into the ACD.
  1. This widget can be compared to other widgets. Hovering your mouse over parts of the chart will show additional information. Clicking on the legend will toggle statuses back and forth.
Agent Occupancy Widget
Agent Occupancy when not logged in to the ACD
  • Personal Callbacks are created by dispositions of other workitems  in the Thrio system.
  1. For the Personal Callbacks Widgets, users can select the specific date range they want by clicking the Settings icon.
  2. Specific workitems can be deleted or rescheduled. If rescheduled, a calendar will pop-up to choose a new date. It will then  be positioned in the list based on the callback date. 
  3. Multiple Callbacks can be opened by holding down the Command key or the Windows meta tag open.
  4. This widget can be resized compared to other widgets.
Personal Callbacks Widget


NOTE: There is a visual loading bar that will appear on the top border of the widgets when changes are made or when an action is taken.

  • Fax shows Inbound or Outbound Fax workitems in the Thrio system.
  1. System administrators can set the Fax widget to show Only New Fax workitems, however, users can change that as well as the date range on the widget  by clicking the Settings icon.
  2. Actual faxes can be opened (in a new window), marked as read/ unread or downloaded.
  3. Fax widgets have a media type filter that allows only inbound faxes, only outbound faxes or both to be seen. Having no media type filter selected will show both types of faxes. To show only inbound or outbound faxes you must specify.
  4. This widget can be resized compared to other widgets.
Fax Widget
  • Voicemail shows Voicemails from workitems in the Thrio system.
  1. System administrators can set the Voicemail widget to show Only New Voicemails, however, users can change that as well as the date range on the widget by clicking the Settings icon.
  2. The Settings and the Refresh icon appear when a user runs their mouse over the widget. 
  3. Actual voicemails can be clicked on and can be listened to, marked as listened or downloaded. 
  4. This widget can be resized compared to other widgets.
Voicemail Widget

Creating Tabs

A Tab is a way to organize a group of widgets. To create Tabs for the home page:

  • In the Options Menu, search for the Home Tab Icon.
Home Tab Icon
  • Click the + icon next to the search bar in the center of the screen.
  • You will be directed to a new screen with one tab: Information.
  • In the Information Tab you will determine the:
  1. Name
  2. Description
  3. Position - Position is where the tab will appear on the homepage. 1 = The first tab, 2 = the second tab etc…
  • You will need to enter a Name and Save. After you press the Save button you will see a second tab: Widgets appear.
  • Widgets is where you actually add widgets to the tab. To add a widget click on the + icon. A list of widgets will appear.
  • Select the widgets to appear in the tab. Click OK.

Assigning Tabs to Users

To assign Tabs to a User:

  1. Navigate to that User’s profile.
  2. Navigate to the Home Tabs tab.
  3. Click the + icon. A list of configured tabs will appear.
  4. Select the Tabs to be assigned to the user.
  5. Click OK.

Assigning Tabs to Users from Profiles

  1. In the Options Menu, search for the User Profile Icon.
  2. Select the Profile you want.
  3. Navigate to the Home Tabs tab.
  4. Click the + icon.
  5. Select the Tabs to be assigned to the profile.
  6. Click OK.

NOTE: Tabs assigned at the user level will take precedence over tabs assigned at the Profile level.

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