Overview
The Default Dashboard is the landing view of CX9, showing live interaction, agent, and queue metrics across whichever channel/queue scope is selected.
Header Controls
- Add New Dashboard — opens a modal to name and create a new custom dashboard.
- Dashboard selector — switches between Default, Sales, Support, Operations, and Executive dashboards.
- Channel filter — scopes all widgets to a channel (All, Voice, Email, WhatsApp, Web Chat, SMS, Facebook, Twitter).
- Queue filter — appears once a channel is selected; scopes to a specific queue (All, Sales, Support, Billing, Technical, General).
- Import / Export — save the current dashboard config to a file or load one in.
- Edit Mode — toggles the ability to add/remove sections and widgets.
- Slideshow — auto-rotates between selected dashboards on a timer.
- Settings — manage/rename/delete saved dashboards.
- Refresh — manually reloads dashboard data.
- Unqueued Interactions button — badge shows current count; opens a list of interactions not yet placed in a queue.
What's on the Dashboard
| Area | Covers |
|---|---|
| Contact Center Stats | Interaction Overview, Interaction Flow, SLA Performance, Time Metrics |
| Agent Stats | Agent Status Cards, Agent Status Distribution donut |
| Queue Stats | Total Queues, Longest Waiting Interaction |
| TL Dashboard | Agent status, Agent Interactions |
For building your own dashboard layout, see Custom Dashboards.