Configuring and Customizing the SLA-M Dashboard

Sub Banner

Enabling the SLA-M Dashboard (SLA4)

Enabling the SLA-M Dashboard (SLA4)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA4, so if you are making use of release SLA3 please refer to the step below.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) > Configure page (2) > Dashboard tab (3) to enable the SLA-M Dashboard (4) and configure from within the CloudSET SLA Management Configuration Tool.

Remember to save all changes in order to commit the configuration settings (5).

Loading the SLA-M Dashboard once Enabled (SLA4)

Loading the SLA-M Dashboard once Enabled (SLA4)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the Dashboard page can be loaded from within the CloudSET SLA Management Configuration Tool (4).

Enabling the SLA-M Dashboard (SLA3)

Enabling the SLA-M Dashboard (SLA3)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA3, so if you are making use of release SLA4 please refer to the previous step.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) to enable the SLA-M Dashboard (3) and configure from within the CloudSET SLA Management Configuration Tool (2).

Remember to save all changes in order to commit the configuration settings (4).

The CloudSET App should not be Deployed or Undeployed (SLA3)

The CloudSET App should not be Deployed or Undeployed (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the sidebar icon (4).

Preventing the Use of Potentially Sensitive Data

Preventing the Use of Potentially Sensitive Data

To enable filtering of tickets and events based on the associated organization or user (requester) it is necessary to hold these details on the SLA-M Dashboard database server (see Using the SLA-M Dashboard Filters).

Although this data is https transported, and database encrypted, if you have very strict corporate customer data compliance policies in place it might be necessary to exclude such data from the dashboard.

Selecting No will prevent the dashboard from storing or processing any requester names and organization names associated with tickets under SLA; consequently the "organization" and "requester" facet filters will not be available.

How the Customer Data is used by the SLA-M Dashboard

How the Customer Data is used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

In exceptional circumstances it might become necessary to clean out or purge all of the data held in the SLA-M Dashboard database (1).

This will generally only be required following a period of testing during the initial setup and configuration of your CloudSET SLA Management solution, or if it becomes necessary to remove previously stored and potentially sensitive customer data (see Preventing the Use of Potentially Sensitive Data above).

*Important Note
It is important to understand the consequences of purging the dashboard, such that all historical and current information collected about tickets and events will be permanently deleted.

This being the case all events currently shown in the dashboard will be removed and from that point forward only new and updated events will be presented in the dashboard.

Customizing the Dashboard Columns

Customizing the Dashboard Columns

Setting the Labels for each Column

Setting the Labels for each Column

Controlling Which Events will appear in each Column

Controlling Which Events will appear in each Column

(1) Specify when an event should appear in the leftmost column

This column should be used to show events that aren't due immediately, but are on the radar and will require attention in the near future.

However, if you process a large number of tickets it might be desirable to limit the number of events on the dashboard by including only those with a due date/time on the near horizon, e.g. 10 days ahead.

Regardless of the value set for this column it will not show events that are within the range specified for the middle column.

(2) Specify when an event should appear in the middle column

This column should be used to show events with a due date/time that is imminent and so require more immediate attention.

This will include all events that are due today or within the next 24 hours.

(3) Specify when events should appear within the rightmost column

This column will only show events that have violated the SLA and have yet to be completed.

Once the event has been completed (e.g. an initial response has been given) the event will be removed from the dashboard completely.

However, it might be desirable to limit the number of these events on the dashboard by showing only those that violated recently, e.g. within the last 5 days or 120 hours old.

Configuring Event Weightings

Configuring Event Weightings

When the Tickets (Next Events) filter (1) is selected the dashboard will only show a single event for each ticket, regardless of how many are in play (see Introduction to the SLA-M Dashboard and Working in Destination Board (Ticket Next Events) for full details of this operating mode).

In most cases the choice is simple as only the event with the most immediate due date/time will be shown for each ticket.

However, in circumstances in which more than one event appears in the rightmost "Late" column for the same ticket, a choice must be made concerning which to show.

The event weightings configuration instructs the dashboard to always choose the event nearest the top of the specified order.

So for example,

  • If the SLA for the respond event has violated and the SLA for the solve event has also violated, it might be considered more important to display the solve event in the SLA-M Dashboard, in which case solve should be placed above respond in the weightings
  • However, if the preference is for the violated respond events to show in the dashboard rather the the violated solve events, then respond should be moved above solve in the weightings.

Determine which of the violated events to display in the 'Late' column

Determine which of the violated events to display in the 'Late' column

Control the use of System Field Filters

Control the use of System Field Filters

It is possible to select which of the system fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Control the use of Custom Priority and Custom Status as Field Filters

Control the use of Custom Priority and Custom Status as Field Filters

If a custom priority field has been used for one or more SLA Plan specifications (SLA3) or SLA Policy Specifcations (SLA4) it is possible to control the use of this field (1) as a filter.

If a custom status has been configured using the CloudSET Custom Status App, then it is also possible to control the use of this field (2) as a filter.

(see Using the SLA-M Dashboard Filters)

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Using Custom Ticket Fields as Filters

Using Custom Ticket Fields as Filters

It is possible to select a maximum of 5 additional custom ticket fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Configuring the Custom Ticket Field Filters

Configuring the Custom Ticket Field Filters

Control the use of Column Period Filters

Control the use of Column Period Filters

An optional set of filters (2) can be switched on or off (1) to show only events that fall within one of the three configurable column periods (see Customizing the Dashboard Columns above).

Selecting one of these periods (4) will filter out events to show only those that fall within the chosen period (5), e.g. next 24 hours, more than 1 day, beyond the due date/time, etc.

Using this filter will also limit the events displayed in the SLA-M Dashboard when working in Tickets mode.

(see also Using the SLA-M Dashboard Filters).

Control the Number of Displayed Facets in the Filters

Control the Number of Displayed Facets in the Filters

In order to avoid cluttering the filter panel with long lists of facets in a particular category it is recommended that the number displayed at any time is kept to a minimum (see Using the SLA-M Dashboard Filters).

However the default number of facets can be configured (1) should it become appropriate to extend or reduce the default number displayed  (2).

*Note: the facets in any filter can be expanded to show a complete list by selecting the corresponding More link.

Ticket Status Filtering

Ticket Status Filtering

Defaulting Filters to use the Current Agent or Current Group

Defaulting Filters to use the Current Agent or Current Group

Depending upon the specifics of your customer support process it is often the case that an agent using the SLA-M Dashboard will only be interested in tickets to which he or she is assigned.

Alternatively it might be the case that an agent will usually need to be aware of tickets assigned to his or her default group to see tickets waiting in the queue that should be grabbed by the agent at the next opportunity.

Should either of the above scenarios be true it is possible to configure the SLA-M Dashboard (1) to set the filter so that only those tickets and associated events or tasks assigned to the current user (2) or default group (3) for the current user are displayed when first loaded.

This filter can be removed at any time after the SLA-M Dashboard is first loaded or reloaded, so it remains possible for an agent to see an holistic view of all tickets and incomplete events or tasks regardless of assignee or assigned group.

*Note: this configuration setting will not apply if the current user has full admin privileges, since it is assumed that an administrator will most often wish to see a compete view of all running events.
However, the filters can be set by an admin in order to see only events for tickets to which he to she is assigned should this be necessary (see Using the SLA-M Dashboard Filters).

Determine the Default Operating Mode

Determine the Default Operating Mode

As outlined in the Introduction to the SLA-M Dashboard several alternative modes of operation are provided.

Depending upon the nature and specifics of your customer support process your agents and/or management team might have a preference for one mode of operation.

Should this be the case it is possible to configure the SLA-M Dashboard to always load in your preferred mode (1).

*Note: the operating mode can be changed at any time once the SLA-M Dashboard has been loaded (see Introduction to the SLA-M Dashboard).

Configuring and Customizing the SLA-M Dashboard

Sub Banner

Configuring and Customizing the SLA-M Dashboard

Enabling the SLA-M Dashboard (SLA4)

Enabling the SLA-M Dashboard (SLA4)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA4, so if you are making use of release SLA3 please refer to the step below.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) > Configure page (2) > Dashboard tab (3) to enable the SLA-M Dashboard (4) and configure from within the CloudSET SLA Management Configuration Tool.

Remember to save all changes in order to commit the configuration settings (5).

Loading the SLA-M Dashboard once Enabled (SLA4)

Loading the SLA-M Dashboard once Enabled (SLA4)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the Dashboard page can be loaded from within the CloudSET SLA Management Configuration Tool (4).

Enabling the SLA-M Dashboard (SLA3)

Enabling the SLA-M Dashboard (SLA3)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA3, so if you are making use of release SLA4 please refer to the previous step.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) to enable the SLA-M Dashboard (3) and configure from within the CloudSET SLA Management Configuration Tool (2).

Remember to save all changes in order to commit the configuration settings (4).

The CloudSET App should not be Deployed or Undeployed (SLA3)

The CloudSET App should not be Deployed or Undeployed (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the sidebar icon (4).

Preventing the Use of Potentially Sensitive Data

Preventing the Use of Potentially Sensitive Data

To enable filtering of tickets and events based on the associated organization or user (requester) it is necessary to hold these details on the SLA-M Dashboard database server (see Using the SLA-M Dashboard Filters).

Although this data is https transported, and database encrypted, if you have very strict corporate customer data compliance policies in place it might be necessary to exclude such data from the dashboard.

Selecting No will prevent the dashboard from storing or processing any requester names and organization names associated with tickets under SLA; consequently the "organization" and "requester" facet filters will not be available.

How the Customer Data is used by the SLA-M Dashboard

How the Customer Data is used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

In exceptional circumstances it might become necessary to clean out or purge all of the data held in the SLA-M Dashboard database (1).

This will generally only be required following a period of testing during the initial setup and configuration of your CloudSET SLA Management solution, or if it becomes necessary to remove previously stored and potentially sensitive customer data (see Preventing the Use of Potentially Sensitive Data above).

*Important Note
It is important to understand the consequences of purging the dashboard, such that all historical and current information collected about tickets and events will be permanently deleted.

This being the case all events currently shown in the dashboard will be removed and from that point forward only new and updated events will be presented in the dashboard.

Customizing the Dashboard Columns

Customizing the Dashboard Columns

Setting the Labels for each Column

Setting the Labels for each Column

Controlling Which Events will appear in each Column

Controlling Which Events will appear in each Column

(1) Specify when an event should appear in the leftmost column

This column should be used to show events that aren't due immediately, but are on the radar and will require attention in the near future.

However, if you process a large number of tickets it might be desirable to limit the number of events on the dashboard by including only those with a due date/time on the near horizon, e.g. 10 days ahead.

Regardless of the value set for this column it will not show events that are within the range specified for the middle column.

(2) Specify when an event should appear in the middle column

This column should be used to show events with a due date/time that is imminent and so require more immediate attention.

This will include all events that are due today or within the next 24 hours.

(3) Specify when events should appear within the rightmost column

This column will only show events that have violated the SLA and have yet to be completed.

Once the event has been completed (e.g. an initial response has been given) the event will be removed from the dashboard completely.

However, it might be desirable to limit the number of these events on the dashboard by showing only those that violated recently, e.g. within the last 5 days or 120 hours old.

Configuring Event Weightings

Configuring Event Weightings

When the Tickets (Next Events) filter (1) is selected the dashboard will only show a single event for each ticket, regardless of how many are in play (see Introduction to the SLA-M Dashboard and Working in Destination Board (Ticket Next Events) for full details of this operating mode).

In most cases the choice is simple as only the event with the most immediate due date/time will be shown for each ticket.

However, in circumstances in which more than one event appears in the rightmost "Late" column for the same ticket, a choice must be made concerning which to show.

The event weightings configuration instructs the dashboard to always choose the event nearest the top of the specified order.

So for example,

  • If the SLA for the respond event has violated and the SLA for the solve event has also violated, it might be considered more important to display the solve event in the SLA-M Dashboard, in which case solve should be placed above respond in the weightings
  • However, if the preference is for the violated respond events to show in the dashboard rather the the violated solve events, then respond should be moved above solve in the weightings.

Determine which of the violated events to display in the 'Late' column

Determine which of the violated events to display in the 'Late' column

Control the use of System Field Filters

Control the use of System Field Filters

It is possible to select which of the system fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Control the use of Custom Priority and Custom Status as Field Filters

Control the use of Custom Priority and Custom Status as Field Filters

If a custom priority field has been used for one or more SLA Plan specifications (SLA3) or SLA Policy Specifcations (SLA4) it is possible to control the use of this field (1) as a filter.

If a custom status has been configured using the CloudSET Custom Status App, then it is also possible to control the use of this field (2) as a filter.

(see Using the SLA-M Dashboard Filters)

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Using Custom Ticket Fields as Filters

Using Custom Ticket Fields as Filters

It is possible to select a maximum of 5 additional custom ticket fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Configuring the Custom Ticket Field Filters

Configuring the Custom Ticket Field Filters

Control the use of Column Period Filters

Control the use of Column Period Filters

An optional set of filters (2) can be switched on or off (1) to show only events that fall within one of the three configurable column periods (see Customizing the Dashboard Columns above).

Selecting one of these periods (4) will filter out events to show only those that fall within the chosen period (5), e.g. next 24 hours, more than 1 day, beyond the due date/time, etc.

Using this filter will also limit the events displayed in the SLA-M Dashboard when working in Tickets mode.

(see also Using the SLA-M Dashboard Filters).

Control the Number of Displayed Facets in the Filters

Control the Number of Displayed Facets in the Filters

In order to avoid cluttering the filter panel with long lists of facets in a particular category it is recommended that the number displayed at any time is kept to a minimum (see Using the SLA-M Dashboard Filters).

However the default number of facets can be configured (1) should it become appropriate to extend or reduce the default number displayed  (2).

*Note: the facets in any filter can be expanded to show a complete list by selecting the corresponding More link.

Ticket Status Filtering

Ticket Status Filtering

Defaulting Filters to use the Current Agent or Current Group

Defaulting Filters to use the Current Agent or Current Group

Depending upon the specifics of your customer support process it is often the case that an agent using the SLA-M Dashboard will only be interested in tickets to which he or she is assigned.

Alternatively it might be the case that an agent will usually need to be aware of tickets assigned to his or her default group to see tickets waiting in the queue that should be grabbed by the agent at the next opportunity.

Should either of the above scenarios be true it is possible to configure the SLA-M Dashboard (1) to set the filter so that only those tickets and associated events or tasks assigned to the current user (2) or default group (3) for the current user are displayed when first loaded.

This filter can be removed at any time after the SLA-M Dashboard is first loaded or reloaded, so it remains possible for an agent to see an holistic view of all tickets and incomplete events or tasks regardless of assignee or assigned group.

*Note: this configuration setting will not apply if the current user has full admin privileges, since it is assumed that an administrator will most often wish to see a compete view of all running events.
However, the filters can be set by an admin in order to see only events for tickets to which he to she is assigned should this be necessary (see Using the SLA-M Dashboard Filters).

Determine the Default Operating Mode

Determine the Default Operating Mode

As outlined in the Introduction to the SLA-M Dashboard several alternative modes of operation are provided.

Depending upon the nature and specifics of your customer support process your agents and/or management team might have a preference for one mode of operation.

Should this be the case it is possible to configure the SLA-M Dashboard to always load in your preferred mode (1).

*Note: the operating mode can be changed at any time once the SLA-M Dashboard has been loaded (see Introduction to the SLA-M Dashboard).

Configuring and Customizing the SLA-M Dashboard

Sub Banner

Enabling the SLA-M Dashboard (SLA4)

Enabling the SLA-M Dashboard (SLA4)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA4, so if you are making use of release SLA3 please refer to the step below.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) > Configure page (2) > Dashboard tab (3) to enable the SLA-M Dashboard (4) and configure from within the CloudSET SLA Management Configuration Tool.

Remember to save all changes in order to commit the configuration settings (5).

Loading the SLA-M Dashboard once Enabled (SLA4)

Loading the SLA-M Dashboard once Enabled (SLA4)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the Dashboard page can be loaded from within the CloudSET SLA Management Configuration Tool (4).

Enabling the SLA-M Dashboard (SLA3)

Enabling the SLA-M Dashboard (SLA3)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA3, so if you are making use of release SLA4 please refer to the previous step.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) to enable the SLA-M Dashboard (3) and configure from within the CloudSET SLA Management Configuration Tool (2).

Remember to save all changes in order to commit the configuration settings (4).

The CloudSET App should not be Deployed or Undeployed (SLA3)

The CloudSET App should not be Deployed or Undeployed (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the sidebar icon (4).

Preventing the Use of Potentially Sensitive Data

Preventing the Use of Potentially Sensitive Data

To enable filtering of tickets and events based on the associated organization or user (requester) it is necessary to hold these details on the SLA-M Dashboard database server (see Using the SLA-M Dashboard Filters).

Although this data is https transported, and database encrypted, if you have very strict corporate customer data compliance policies in place it might be necessary to exclude such data from the dashboard.

Selecting No will prevent the dashboard from storing or processing any requester names and organization names associated with tickets under SLA; consequently the "organization" and "requester" facet filters will not be available.

How the Customer Data is used by the SLA-M Dashboard

How the Customer Data is used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

In exceptional circumstances it might become necessary to clean out or purge all of the data held in the SLA-M Dashboard database (1).

This will generally only be required following a period of testing during the initial setup and configuration of your CloudSET SLA Management solution, or if it becomes necessary to remove previously stored and potentially sensitive customer data (see Preventing the Use of Potentially Sensitive Data above).

*Important Note
It is important to understand the consequences of purging the dashboard, such that all historical and current information collected about tickets and events will be permanently deleted.

This being the case all events currently shown in the dashboard will be removed and from that point forward only new and updated events will be presented in the dashboard.

Customizing the Dashboard Columns

Customizing the Dashboard Columns

Setting the Labels for each Column

Setting the Labels for each Column

Controlling Which Events will appear in each Column

Controlling Which Events will appear in each Column

(1) Specify when an event should appear in the leftmost column

This column should be used to show events that aren't due immediately, but are on the radar and will require attention in the near future.

However, if you process a large number of tickets it might be desirable to limit the number of events on the dashboard by including only those with a due date/time on the near horizon, e.g. 10 days ahead.

Regardless of the value set for this column it will not show events that are within the range specified for the middle column.

(2) Specify when an event should appear in the middle column

This column should be used to show events with a due date/time that is imminent and so require more immediate attention.

This will include all events that are due today or within the next 24 hours.

(3) Specify when events should appear within the rightmost column

This column will only show events that have violated the SLA and have yet to be completed.

Once the event has been completed (e.g. an initial response has been given) the event will be removed from the dashboard completely.

However, it might be desirable to limit the number of these events on the dashboard by showing only those that violated recently, e.g. within the last 5 days or 120 hours old.

Configuring Event Weightings

Configuring Event Weightings

When the Tickets (Next Events) filter (1) is selected the dashboard will only show a single event for each ticket, regardless of how many are in play (see Introduction to the SLA-M Dashboard and Working in Destination Board (Ticket Next Events) for full details of this operating mode).

In most cases the choice is simple as only the event with the most immediate due date/time will be shown for each ticket.

However, in circumstances in which more than one event appears in the rightmost "Late" column for the same ticket, a choice must be made concerning which to show.

The event weightings configuration instructs the dashboard to always choose the event nearest the top of the specified order.

So for example,

  • If the SLA for the respond event has violated and the SLA for the solve event has also violated, it might be considered more important to display the solve event in the SLA-M Dashboard, in which case solve should be placed above respond in the weightings
  • However, if the preference is for the violated respond events to show in the dashboard rather the the violated solve events, then respond should be moved above solve in the weightings.

Determine which of the violated events to display in the 'Late' column

Determine which of the violated events to display in the 'Late' column

Control the use of System Field Filters

Control the use of System Field Filters

It is possible to select which of the system fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Control the use of Custom Priority and Custom Status as Field Filters

Control the use of Custom Priority and Custom Status as Field Filters

If a custom priority field has been used for one or more SLA Plan specifications (SLA3) or SLA Policy Specifcations (SLA4) it is possible to control the use of this field (1) as a filter.

If a custom status has been configured using the CloudSET Custom Status App, then it is also possible to control the use of this field (2) as a filter.

(see Using the SLA-M Dashboard Filters)

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Using Custom Ticket Fields as Filters

Using Custom Ticket Fields as Filters

It is possible to select a maximum of 5 additional custom ticket fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Configuring the Custom Ticket Field Filters

Configuring the Custom Ticket Field Filters

Control the use of Column Period Filters

Control the use of Column Period Filters

An optional set of filters (2) can be switched on or off (1) to show only events that fall within one of the three configurable column periods (see Customizing the Dashboard Columns above).

Selecting one of these periods (4) will filter out events to show only those that fall within the chosen period (5), e.g. next 24 hours, more than 1 day, beyond the due date/time, etc.

Using this filter will also limit the events displayed in the SLA-M Dashboard when working in Tickets mode.

(see also Using the SLA-M Dashboard Filters).

Control the Number of Displayed Facets in the Filters

Control the Number of Displayed Facets in the Filters

In order to avoid cluttering the filter panel with long lists of facets in a particular category it is recommended that the number displayed at any time is kept to a minimum (see Using the SLA-M Dashboard Filters).

However the default number of facets can be configured (1) should it become appropriate to extend or reduce the default number displayed  (2).

*Note: the facets in any filter can be expanded to show a complete list by selecting the corresponding More link.

Ticket Status Filtering

Ticket Status Filtering

Defaulting Filters to use the Current Agent or Current Group

Defaulting Filters to use the Current Agent or Current Group

Depending upon the specifics of your customer support process it is often the case that an agent using the SLA-M Dashboard will only be interested in tickets to which he or she is assigned.

Alternatively it might be the case that an agent will usually need to be aware of tickets assigned to his or her default group to see tickets waiting in the queue that should be grabbed by the agent at the next opportunity.

Should either of the above scenarios be true it is possible to configure the SLA-M Dashboard (1) to set the filter so that only those tickets and associated events or tasks assigned to the current user (2) or default group (3) for the current user are displayed when first loaded.

This filter can be removed at any time after the SLA-M Dashboard is first loaded or reloaded, so it remains possible for an agent to see an holistic view of all tickets and incomplete events or tasks regardless of assignee or assigned group.

*Note: this configuration setting will not apply if the current user has full admin privileges, since it is assumed that an administrator will most often wish to see a compete view of all running events.
However, the filters can be set by an admin in order to see only events for tickets to which he to she is assigned should this be necessary (see Using the SLA-M Dashboard Filters).

Determine the Default Operating Mode

Determine the Default Operating Mode

As outlined in the Introduction to the SLA-M Dashboard several alternative modes of operation are provided.

Depending upon the nature and specifics of your customer support process your agents and/or management team might have a preference for one mode of operation.

Should this be the case it is possible to configure the SLA-M Dashboard to always load in your preferred mode (1).

*Note: the operating mode can be changed at any time once the SLA-M Dashboard has been loaded (see Introduction to the SLA-M Dashboard).

Configuring and Customizing the SLA-M Dashboard

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Configuring and Customizing the SLA-M Dashboard

Enabling the SLA-M Dashboard (SLA4)

Enabling the SLA-M Dashboard (SLA4)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA4, so if you are making use of release SLA3 please refer to the step below.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) > Configure page (2) > Dashboard tab (3) to enable the SLA-M Dashboard (4) and configure from within the CloudSET SLA Management Configuration Tool.

Remember to save all changes in order to commit the configuration settings (5).

Loading the SLA-M Dashboard once Enabled (SLA4)

Loading the SLA-M Dashboard once Enabled (SLA4)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the Dashboard page can be loaded from within the CloudSET SLA Management Configuration Tool (4).

Enabling the SLA-M Dashboard (SLA3)

Enabling the SLA-M Dashboard (SLA3)

*Note: this step referes specifically to the use of CloudSET SLA management release SLA3, so if you are making use of release SLA4 please refer to the previous step.

Before the SLA-M Dashboard can be enabled and configured it is first necessary to have installed, setup and configured the CloudSET SLA Management App.

Select the CloudSET SLA Management sidebar icon (1) to enable the SLA-M Dashboard (3) and configure from within the CloudSET SLA Management Configuration Tool (2).

Remember to save all changes in order to commit the configuration settings (4).

The CloudSET App should not be Deployed or Undeployed (SLA3)

The CloudSET App should not be Deployed or Undeployed (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Loading the SLA-M Dashboard once Enabled (SLA3)

Once enabled and the configurations have been saved, the SLA-M Dashboard can be loaded by selecting the sidebar icon (4).

Preventing the Use of Potentially Sensitive Data

Preventing the Use of Potentially Sensitive Data

To enable filtering of tickets and events based on the associated organization or user (requester) it is necessary to hold these details on the SLA-M Dashboard database server (see Using the SLA-M Dashboard Filters).

Although this data is https transported, and database encrypted, if you have very strict corporate customer data compliance policies in place it might be necessary to exclude such data from the dashboard.

Selecting No will prevent the dashboard from storing or processing any requester names and organization names associated with tickets under SLA; consequently the "organization" and "requester" facet filters will not be available.

How the Customer Data is used by the SLA-M Dashboard

How the Customer Data is used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

Purging Data used by the SLA-M Dashboard

In exceptional circumstances it might become necessary to clean out or purge all of the data held in the SLA-M Dashboard database (1).

This will generally only be required following a period of testing during the initial setup and configuration of your CloudSET SLA Management solution, or if it becomes necessary to remove previously stored and potentially sensitive customer data (see Preventing the Use of Potentially Sensitive Data above).

*Important Note
It is important to understand the consequences of purging the dashboard, such that all historical and current information collected about tickets and events will be permanently deleted.

This being the case all events currently shown in the dashboard will be removed and from that point forward only new and updated events will be presented in the dashboard.

Customizing the Dashboard Columns

Customizing the Dashboard Columns

Setting the Labels for each Column

Setting the Labels for each Column

Controlling Which Events will appear in each Column

Controlling Which Events will appear in each Column

(1) Specify when an event should appear in the leftmost column

This column should be used to show events that aren't due immediately, but are on the radar and will require attention in the near future.

However, if you process a large number of tickets it might be desirable to limit the number of events on the dashboard by including only those with a due date/time on the near horizon, e.g. 10 days ahead.

Regardless of the value set for this column it will not show events that are within the range specified for the middle column.

(2) Specify when an event should appear in the middle column

This column should be used to show events with a due date/time that is imminent and so require more immediate attention.

This will include all events that are due today or within the next 24 hours.

(3) Specify when events should appear within the rightmost column

This column will only show events that have violated the SLA and have yet to be completed.

Once the event has been completed (e.g. an initial response has been given) the event will be removed from the dashboard completely.

However, it might be desirable to limit the number of these events on the dashboard by showing only those that violated recently, e.g. within the last 5 days or 120 hours old.

Configuring Event Weightings

Configuring Event Weightings

When the Tickets (Next Events) filter (1) is selected the dashboard will only show a single event for each ticket, regardless of how many are in play (see Introduction to the SLA-M Dashboard and Working in Destination Board (Ticket Next Events) for full details of this operating mode).

In most cases the choice is simple as only the event with the most immediate due date/time will be shown for each ticket.

However, in circumstances in which more than one event appears in the rightmost "Late" column for the same ticket, a choice must be made concerning which to show.

The event weightings configuration instructs the dashboard to always choose the event nearest the top of the specified order.

So for example,

  • If the SLA for the respond event has violated and the SLA for the solve event has also violated, it might be considered more important to display the solve event in the SLA-M Dashboard, in which case solve should be placed above respond in the weightings
  • However, if the preference is for the violated respond events to show in the dashboard rather the the violated solve events, then respond should be moved above solve in the weightings.

Determine which of the violated events to display in the 'Late' column

Determine which of the violated events to display in the 'Late' column

Control the use of System Field Filters

Control the use of System Field Filters

It is possible to select which of the system fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Control the use of Custom Priority and Custom Status as Field Filters

Control the use of Custom Priority and Custom Status as Field Filters

If a custom priority field has been used for one or more SLA Plan specifications (SLA3) or SLA Policy Specifcations (SLA4) it is possible to control the use of this field (1) as a filter.

If a custom status has been configured using the CloudSET Custom Status App, then it is also possible to control the use of this field (2) as a filter.

(see Using the SLA-M Dashboard Filters)

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Using Custom Ticket Fields as Filters

Using Custom Ticket Fields as Filters

It is possible to select a maximum of 5 additional custom ticket fields (1) to include in the filters (2) used for the SLA-M Dashboard (see Using the SLA-M Dashboard Filters).

*Important Note:
Please be aware that although it is possible to reintroduce any or all of these filters, the search indexes will only be built for any new events arriving on the dashboard. So the filters won't apply to any existing events in place before the filter was introduced.

Also, the data used by the dashboard might also be made available for historical reporting purposes and if these fields are removed as filters the information won't be available for this purpose.

Configuring the Custom Ticket Field Filters

Configuring the Custom Ticket Field Filters

Control the use of Column Period Filters

Control the use of Column Period Filters

An optional set of filters (2) can be switched on or off (1) to show only events that fall within one of the three configurable column periods (see Customizing the Dashboard Columns above).

Selecting one of these periods (4) will filter out events to show only those that fall within the chosen period (5), e.g. next 24 hours, more than 1 day, beyond the due date/time, etc.

Using this filter will also limit the events displayed in the SLA-M Dashboard when working in Tickets mode.

(see also Using the SLA-M Dashboard Filters).

Control the Number of Displayed Facets in the Filters

Control the Number of Displayed Facets in the Filters

In order to avoid cluttering the filter panel with long lists of facets in a particular category it is recommended that the number displayed at any time is kept to a minimum (see Using the SLA-M Dashboard Filters).

However the default number of facets can be configured (1) should it become appropriate to extend or reduce the default number displayed  (2).

*Note: the facets in any filter can be expanded to show a complete list by selecting the corresponding More link.

Ticket Status Filtering

Ticket Status Filtering

Defaulting Filters to use the Current Agent or Current Group

Defaulting Filters to use the Current Agent or Current Group

Depending upon the specifics of your customer support process it is often the case that an agent using the SLA-M Dashboard will only be interested in tickets to which he or she is assigned.

Alternatively it might be the case that an agent will usually need to be aware of tickets assigned to his or her default group to see tickets waiting in the queue that should be grabbed by the agent at the next opportunity.

Should either of the above scenarios be true it is possible to configure the SLA-M Dashboard (1) to set the filter so that only those tickets and associated events or tasks assigned to the current user (2) or default group (3) for the current user are displayed when first loaded.

This filter can be removed at any time after the SLA-M Dashboard is first loaded or reloaded, so it remains possible for an agent to see an holistic view of all tickets and incomplete events or tasks regardless of assignee or assigned group.

*Note: this configuration setting will not apply if the current user has full admin privileges, since it is assumed that an administrator will most often wish to see a compete view of all running events.
However, the filters can be set by an admin in order to see only events for tickets to which he to she is assigned should this be necessary (see Using the SLA-M Dashboard Filters).

Determine the Default Operating Mode

Determine the Default Operating Mode

As outlined in the Introduction to the SLA-M Dashboard several alternative modes of operation are provided.

Depending upon the nature and specifics of your customer support process your agents and/or management team might have a preference for one mode of operation.

Should this be the case it is possible to configure the SLA-M Dashboard to always load in your preferred mode (1).

*Note: the operating mode can be changed at any time once the SLA-M Dashboard has been loaded (see Introduction to the SLA-M Dashboard).