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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+)



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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: Dashboard filters can be multi-select, allowing you to filter on multiple entities at one.


Keep in mind on versions prior to v2.226 dashboard filters will only work on widgets that pull through report data. They will not work on ticket widget types (such as ticket list and ticket list counter).


From v2.226+ dashboard filters can be used on ticket widget types. When creating a filter you will have the option to "Apply filter to Tickets widgets". 

Fig 14. Apply filter to Ticket Widgets


When enabled, you will need to choose the "Halo Field" that will be filtered on based on the value chosen in the filter. This should be the field that contains the same data as the ID column in the sql query. 


Using the Figure 14 example, aareadesc is used as the ID column, this column contains the name of each customer, resulting in widgets being filtered based on the Customer name chosen. "Customer Name" is then chosen in the "Halo Field" as this is the ticket field containing customer name. 


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


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


Fig 17. 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 18. 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 19. Including trailing zeroes


Or set to "No".


Fig 20. Not including trailing zeroes


Overriding the currency with "$"


Fig 21. Overriding default currency


Overriding currency with a space before "$".


Fig 22. Overriding default currency with a suffix


Overriding currency but leaving the textbox blank.


Fig 23. Overriding currency to be blank


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


Fig 24. 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 25. 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 26. Chart configuration within a dashboard widget


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 27. 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 28. 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 29. 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+)

Note: This setting has been renamed to "Allow dashboards to be grouped" in v2.224.1+. This setting follows will automatically make tabs for each of the Dashboards assigned to the Dashboard group.


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

Fig 30. 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 31. Dashboard tab display


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

Fig 32. Enable Dashboard Tabs


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 32) after you have enabled tabs for dashboards. 


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

Fig 33. Dashboard Tab Group


Assign each dashboard to a group when configuring the dashboard itself, using the "Dashboard Tab Group" (v2.218) / "Dashboard Group" (v2.224) field. 

Fig 34. Assign a Dashboard to a Group


Now, you can filter which dashboards show using the group. 

Fig 35. Dashboard Tab Group filter


From v2.224, you will need to select your Dashboard group from the Dashboard Screen. Within this Dashboard Group you can view each Dashboard using the tabs. 


As of v2.226+, you will be able to grant Access Control on a Dashboard Group. To do this, first enable "Use access control for dashboard groups" in Configuration > Reporting > General Settings. Now against each of your Dashboard Groups (Figure 33) you will have the option to grant Access Control. Agents with "Read and Modify" or "Owner" access will be able to add to or edit the group. Agents will still require access to each Dashboard within the group to view them in the Dashboard Area. Agents must have access to view one or more of the Dashboards in order for the group to show in the Dashboards area. 

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