Dashboards

What are dashboards?

Dashboards provide real-time visualizations of key performance indicators (KPIs) for your help desk. They display data such as representative availability, session durations, and active or closed session details.

How are dashboards useful?

Dashboards help monitor and analyze your help desk's performance, allowing you to identify trends, optimize workflows, and make data-driven decisions to enhance productivity and efficiency.

How do I access the Dashboards page?

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Dashboards.
   The Dashboards page opens and displays by default.

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Note

Dashboards are disabled by default. Contact your support representative to enable them.

How to configure dashboards

Dashboards

This list shows all previously created dashboards, sorted by display name.

Click the URL to open the dashboard, or copy the URL to your clipboard. Click the pencil icon to edit the dashboard. Click the trash can icon to delete the dashboard.

If a dashboard does not have any access keys associated with it, a yellow No access keys label displays, and the URL is deactivated.

Add or edit a dashboard

Display name

Create a unique name to identify this dashboard. This name is visible at the top of the dashboard.

Team filter

If no teams are defined for your site, this area is hidden.

Filter this dashboard to show only sessions and representatives in certain teams.

If you leave this option unchecked, then data for all representatives is shown in the dashboard. If you check this option, you can then select which support teams should be included on the dashboard.

Show representatives that are not a member of any teams, including externally-invited representatives

If team filtering is activated, you can choose if you want to include data for representatives, both internal and external, who are not on any team.

Access keys

An access key is required to view this dashboard. A viewer needs to use the key only once to access the dashboard and won't be prompted again unless the access key is revoked or the viewer logs out.

Up to 32 keys can be defined. Depending on your scenario, you may want to give a separate key to each viewer.

Generate key

When you first come to this page, one key has already been generated for you. If you want to create an additional key, click Generate Key. New keys display a green Addition label.

Delete

To delete access keys, first check the keys you want to remove, and then click the Delete button. When you delete an access key and then save the dashboard, any screen displaying the dashboard with that access key has its access immediately revoked.

Undo

Undo the previous operation.

Name

Choose a name that describes the person or device you plan to distribute the access key to.

Value

This is the actual access key needed to view the dashboard. Click the eye icon to view the key, or click the paper icon to copy the key to your clipboard. Be sure to copy new access keys before saving the dashboard. Once you have saved the dashboard, you will not be able to view or copy this access key again.

When you edit a dashboard, you can click the Regenerate button to revoke the existing access key and generate a new key. Be careful; when you regenerate an access key and then save the dashboard, any screen displaying the dashboard with the discarded access key has its access immediately revoked.

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Note

Be careful after saving your dashboard, as the dashboard link also displays a copy button. If you copy the dashboard link without first saving the access key, you will have to regenerate the access key.

View a dashboard

To view the dashboard, go to the URL listed on the main dashboard page. If you have not been to this dashboard before or if your access key has been revoked, you see a login screen. Paste the access key into the field and click Log In.

At the top right of the dashboard, the dashboard's display name shows. To the right of this is the Main Menu button. Here you can select a color scheme of Light or Dark, or you can switch languages if you have additional languages enabled for your site. You can also log out of the dashboard. If you log out, you will have to re-enter the access key. If you did not save the access key, a new key must be generated.

The top left of the dashboard lists the teams displayed. If multiple teams are associated with this dashboard, a dropdown allows you to filter the view by team. If only one team is associated, its name appears as static text. If no teams are defined for your site, this area is empty.

View the number of current sessions (active and waiting), the number of waiting sessions, and the wait time for the oldest session in queue. Also view how many reps are logged in and how many of those have a status of Available.

In the Reps pane, the detailed view displays a list of logged-in representatives and the number of sessions each currently has, along with a colored bar indicating that they are Available (green), Unavailable (gray), Away or Idle (yellow), or Busy (red). The high level view shows a pie chart of representative statuses, with the number of active sessions in the middle.

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Note

If a representative manually sets their status to Away or Busy, the dashboard displays them as unavailable. A representative appears as yellow if they have been idle for a set length of time, or as red if they have a certain number of sessions in progress.

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Note

For more information on setting these limits, see Equilibrium on the Users and Group Policies pages.

In Today's Session History, view the total number of sessions run, along with the average duration (time measured from customer client launch to close), average handle time (time representatives spent in session), and average wait time (time customers waited before a representative joined the session). Also view the number and percentage of abandoned sessions (the customer, not the rep, ended the session) and the average abandon time (how long the customer stayed before ending the session).

Clicking the Details button shows a list of all sessions, including the start and end times, the customer name, and the company name. Click the Full Screen icon to expand this view or the Minimize icon to return. Clicking the session ID (LSID) takes you to the session details report in the administrative interface. Login is required to see the session details report.

Today's Rep History displays a list of all representatives logged in today, the number of sessions each ran, and the total and average duration of sessions.

Clicking the Details button shows a list of all sessions run by this rep, including the start and end times, the customer name, and the company name. Click the Full Screen icon to expand this view or the Minimize icon to return. Clicking the session ID (LSID) takes you to the session details report in the administrative interface. Login is required to see the session details report.

The Sessions pane shows a list of active sessions with details for time in queue (how long the session has been assigned to a specific support team), total time (how long the customer client has been connected), a list of reps who have joined the session, the customer's name and company, the session start method, and the selected issue. Available data varies based on how the session was started.