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Guides > Halo In-App Dashboard

Halo In-App Dashboard

In this guide we will cover:

- Creating an In-App Dashboard

- Widget Types

- Adding Widgets

- Customising Widgets with Custom CSS

- Setting a Dashboard on the Home Screen

- Money Widgets

- Configure Charts within Dashboards

- Tracking Changes to Dashboards and Syncing Between Instances (v2.212.1+)

- Reporting on Report Views from a Dashboard (v2.212.1+)

Admin Guides:

Dashboards

Related Guides:

Dashboards collate data in the system into one area in a user friendly way. Providing your agents with an accessible way to view key metrics. For example, you could create a dashboard containing your agent's current KPIs along with their monthly targets so you can see how on track they are at a glance, or the current statistics for tickets logged to your service desk.

Fig 1. Dashboard Example

Creating an In-App Dashboard

Go to Configuration > Reporting > Dashboards and add "New". Enter the name in the "Dashboard Name" field, and the "Dashboard Type" will be "In-App".

Fig 2. Details tab on a dashboard

Widget Types

Report Data

Displays the table from a report.

Report Chart

Displays the chart from a report. Upon selecting this, only reports with charts added will show in the dropdown.

Note: You can configure new charts from this screen, however configuring it on the report is recommended.

Report Counter

Counts rows of data, or sums a column from a report. This has a drill-down when clicking on the counter.

Ticket List

Shows a list of tickets based on ticket area, filter profile, lists, team or agent. Tickets in this list can be opened, sorted, filtered and bulk actioned from the widget. You can use the "Reporting period filter Field" to choose a date field. This date field will be used when filtering the reporting period at the top of the completed dashboard.

Ticket Calendar

Shows a Calendar view of tickets within a ticket area, view and filter profile that have a start and end/target date set on them. You can use the "Reporting period filter Field" to choose a date field. This date field will be used when filtering the reporting period at the top of the completed dashboard.

Ticket Kanban

Shows a Kanban view of a ticket area, view and filter profile by their status. You can use the "Reporting period filter Field" to choose a date field. This date field will be used when filtering the reporting period at the top of the completed dashboard.

Ticket Gantt

Shows a Gantt view of a ticket area, view and filter profile that have a start and end/target date set on them. You can use the "Reporting period filter Field" to choose a date field. This date field will be used when filtering the reporting period at the top of the completed dashboard.

Ticket List Counter

Shows a list of tickets similar to the Ticket List widget, and shows a count of the number in the list. Clicking the counter takes you to the full list in the relevant area. You can use the "Reporting period filter Field" to choose a date field. This date field will be used when filtering the reporting period at the top of the completed dashboard.

Feature Menu

Displays the normal home screen feature menu and highlights all of the buttons for areas that the agent has permissions to.

Activity Feed

Displays the normal home screen activity feed.

News Articles

Displays the ten most recent news articles.

Custom HTML

Input your own HTML.

Iframe

Displays a URL within the widget.

Adding Widgets

In the "Layout" tab is where you can add the widgets to create your Dashboard. Click on "Add Widget" to add a new one.

Fig 3. "Add Widget" button in Layout tab of a dashboard

You can then choose a name for your widget, and the type you wish to create.

Fig 4. Add Widget configuration

With the configuration in Fig 4 as "Report Data", upon saving my widget will look like this. You can use the pencil icon or bin icon to edit or delete the widget. The bottom left shows the number this widget corresponds to, which is used if you wish to use custom CSS on the widget. The bottom right has a small arrow icon which can be used to drag and adjust the size of the widget.

Once you have added all your widgets, you can drag and drop and change the sizes of the widgets so they display how you want them to appear on the Home screen.

Fig 5. Report Data widget on a dashboard

The report can be shown as a "Report Counter" also.

Fig 6. Report Counter widget on a dashboard

The widget can show the chart set on the report with the "Report Chart" type.

Fig 7. Report chart widget on a dashboard

You can enable the setting "Auto-size the chart to fill the widget". When you are re-sizing the widget for your dashboard, this will automatically re-size the chart within, improving appearance.

Fig 8. Auto-size the chart to fill the widget checkbox

Customising Widgets with Custom CSS

To change the colour of the widget, you can use Custom CSS colours to achieve this. We can make the background and text colour for Widget 1 blue using the following script.

#widget-1.widget{

color: blue;

background-color: #0eb3f3

}

Note: Ensure that you have the correct widget number within the first line where mine is set to "#widget-1".

Fig 9. Custom CSS for color on the widget

Once saved, the report data widget will show like this.

Fig 10. Report data widget with a blue background

Filter Dashboard Data

The data returned by each widget in the dashboard will be filtered in line with the filters applied to the report being used for the widget. However, you can also configure filters that can be applied to the dashboard as a whole. Useful if you would like to filter the whole dashboard to show results for specific customers, agents etc.

To do this head to the configuration of the dashboard you would like to be able to filter, under the details tab you will see a 'filters' table. Add to the table to create a new filter.

Fig 11. Filter table

When creating a filter you need to choose which column to filter data by, this column name must be used on all widget reports you would like data to be filtered for. If a widget does not contain this column, it's data will not be filtered.

Then you will need to write a SQL query, this will be used to filter results. The query must return the values you would like to be able to filter by, in the format of two columns called, 'ID' and 'Display'. The data returned by the 'ID' column must match the data returned in the 'Filter column'. The data returned by the 'Display' column will be what the agent sees when selecting what to filter by. Lets look at an example.

Fig 12. Dashboard filter to filter results by customer

The figure 12 example shows a customer filter. The query used returns a list of all the customers in the instance, where ID is the customer ID and Display is the name of the customer. The filter column 'IDCustomer' is used in various report widgets on the dashboard. This column contains a customer ID. When a customer name is selected in the filter, the associated ID will be checked in each report widget containing the column 'IDCustomer'. The widgets will then be filtered to only show data for the selected customer.

Fig 13. Filters against dashboard

Note: From v2.200+ dashboard filters can be multi-select, allowing you to filter on multiple entities at one. On versions prior to this, filters are single select only.

Setting a Dashboard on the Home Screen

A global level setting with a agent level override can be used to show an in-app dashboard on the home screen. This replaces the usual home screen from the feature menu and below with your chosen dashboard. This can be found under Configuration > Reporting > General Settings.

Fig 14. Dashboard to show on the home screen general setting

This can be overridden per agent by clicking their profile picture in the top right > My account, or Configuration > Teams & Agents > Agents > selecting their profile. In the "Preferences" tab > Home Screen dropdown, the agent can set a dashboard.

Fig 15. Dashboard to show on the home screen setting on the agent profile

The dashboard set there will then appear on the home screen.

Fig 16. Dashboard on the home screen

Money Widgets

Using the "Report Counter" type and either "Sum a Column" or "Average a Column", will allow you to set the format as "Money".

You can override the default currency, and choose whether to have trailing zeroes. By default, this will be set to include trailing zeroes and your global default currency.

Fig 17. Selecting type "Money" on a report counter widget

For example, "Include trailing zeroes" set to "Yes". If the figure includes decimals, it will either show or hide them. If the figure is round, it will add or remove ".00" to the figure.

Fig 18. Including trailing zeroes

Or set to "No".

Fig 19. Not including trailing zeroes

Overriding the currency with "$"

Fig 20. Overriding default currency

Overriding currency with a space before "$".

Fig 21. Overriding default currency with a suffix

Overriding currency but leaving the textbox blank.

Fig 22. Overriding currency to be blank

Counter widget colours can also be set differently for light or dark mode as of v2.208.1+. When editing the widget, there will be two colour selectors instead of one.

Fig 23. Light/dark mode colour selection

Access Control

At the top of the page upon saving, the "Access Control" button will appear. This allows administrators to grant other agents access to edit that specific dashboard. This is useful so that the agent does not have to ask the administrator to change it for them, especially if it is one that is being used for a certain team.

Fig 24. Access Control on a dashboard

Configure Charts within Dashboards

It is also possible to configure charts directly within dashboards without adding it to the report. Upon selecting the "Report Chart" type, you can then select to "Configure a new chart".

In the following dropdowns, you can then configure the chart.

Upon saving, the chart will not appear straight away as it does with charts added to reports. You will need to save the dashboard itself for it to populate. This can make it a little harder if you are not used to this method, so taking charts from reports is still the recommended method.

Fig 25. Chart configuration within a dashboard widget

As of v2.206.1+, if a multi-series chart is made within a dashboard instead of on the report, there is an option to choose either to "Use a single report" or "Specify Report for Each Series". The first allows multiple columns within one report to be used on the chart, and the second allows multiple reports to be used in one chart (as long as they have a matching column name).

Fig 26. Multi-series chart options

Tracking Changes to Dashboards and Syncing Between Instances (v2.212.1+)

Configuration change tracking can be enabled for Reports and Dashboards. This will track any changes to these, allowing you to track creation, edits and deletion. These changes can then be synced between instances.

Note: Deletions cannot be rolled back.

In Configuration > Advanced Settings > Configuration section, enable the below option. If planning to sync between instances, ensure production is up-to-date before making any changes.

Fig 27. Enabling Report and Dashboard config change tracking

When Widgets on a Dashboard are edited, they will appear like below. Here, the type of Widget was changed and the Report ID. General changes like filters will also be shown here if changed.

Fig 28. Dashboard edit example

Reporting on Report Views from a Dashboard (v2.212.1+)

When viewing a Report from a Dashboard, the "redashboardid" column within the "ReportEvent" table will be populated with the ID of the Dashboard. This helps track consumption of Dashboards, and how often Agents are clicking into a certain Report from them.

Use Tabs in the Dashboard module (v2.218+)

By default when agents navigate to the Dashboard module, they will be prompted to choose the dashboard they would like to view.

Fig 29. Choose a Dashboard screen

From v2.218+ you can remove agent's need to choose, and instead allow agents to navigate between dashboards using a tab display instead.

Fig 30. Dashboard tab display

To use tabs head to Configuration > Reporting > General Settings > "Enable tabs for dashboards".

Fig 31. Enable Dashboard Tabs

When enabled, this will show all the dashboards an agent has permission to see as a tabs on a single page. If you would like to be able to filter which set of dashboard tabs show you can configure Dashboard tab groups.

Dashboard Tab Groups

Dashboard tab groups are useful to organise a set of dashboards based on their use. For example, grouping all dashboards relating to projects together.

To create a group hit "View Dashboard Tab Groups" (Figure 31) after you have enabled tabs for dashboards.

Here, use the "New" button to create a new group and give the group a name.