Q-assign Data Dashboard / Omni-Supervisor
What is the Data Dashboard?
The Data Dashboard gives you a single, centralized view of what's happening across your Assignment Groups — instead of piecing information together from multiple tabs and objects, everything you need is available in one place: how much work is in the queue, who's available to take it, how your team is performing, and how much time Q-assign is saving you.
Dashboards are made up of tabs, and each tab is made up of individual widgets (small panels showing a metric, a list, or a chart). Because tabs and widgets are configurable, your dashboard may look different from a colleague's — this page explains the building blocks you're likely to see so you can read and customize whichever layout you have.
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Widget library: Components & Key Metrics
Every tab holds one of two kinds of items — Components (larger visual widgets: charts, bars, lists) or Key Metrics (small single-number stat tiles). A tab is dedicated to one type at a time, so when you add an item to a tab, only the matching type appears in the picker. Here's the full catalog of what you can add.
Components
- Workload Manager — real-time workload monitoring with organization KPIs, user capacity, and work item details.
- Agent Capacity — overall agent capacity bar showing used, available, and max capacity with a progress indicator.
- Agent Presence Status — presence status breakdown showing user availability by status with colored indicators.
- Agent Percentage Capacity — users grouped by capacity percentage thresholds, with configurable lower and upper bounds.
- Record Status Counts — a chart of record counts per workload status (Waiting, Assigned, In Progress, Closed) with drilldown.
- Record Inbox — browse workload records filtered by ownership: the running user, specific users, team members, queue members, or queue-owned.
- Assigned by Q-assign — records assigned by Q-assign, showing a count (per object, or across all objects), the most recent assignment time, and a configurable time period.
- Current Workload — a vertical bar chart of current workload per user, team, or queue, with configurable upper/lower threshold lines so overloaded or underloaded users stand out at a glance.
Key Metrics
Every component and key metric shows a "Updated" timestamp and can auto-refresh on an interval you choose (e.g. every 30 seconds), or you can refresh it manually at any time with the refresh icon.
Customizing your dashboard
Click the gear icon in the top-right of the dashboard to open Configuration, where you can:
- Add, reorder, or remove tabs using the + button and the up/down arrows and trash icon next to each tab name.
- Add items to a tab from the Add Item dropdown inside that tab's settings — remember, a tab only offers Components or Key Metrics, not both, so pick a tab of the matching type first.
- Save your layout under a configuration name, so you can switch between different views (for example, one for daily monitoring and one for a weekly team review).
- Control who can use a saved configuration via its Visibility setting, which ranges from private (only you) to public read-only to fully public read/write (teammates can load it and edit it too).
- Load a previously saved configuration from the dropdown, or start a new one with Save As New.
How workload and status data is configured
Behind the scenes, an admin defines which record statuses count toward "active workload" and how work is weighted. You'll typically see this reflected as colored status labels across the dashboard, for example:
| Status | Color | Counts as active workload? | Excluded from owner's total? |
|---|---|---|---|
| Waiting | Blue | No | Yes |
| Assigned | Orange | Yes | No |
| In Progress | Green | Yes | No |
| Closed | Grey | No | No |
Admins configure this per object (for example, "Work Item"), including which records are included, how many capacity points each record type is worth, and which users or groups the configuration applies to. If a number on your dashboard looks off, this is usually the first place to check with your admin — a record may intentionally be excluded, or scoped to a different set of users than you expect.
Choosing which columns/fields display
In list-style components like Record Inbox, you can control which columns appear. Open the component's settings and move fields between Available Fields and Selected Fields using the arrow buttons, then reorder the selected list with the up/down arrows. If you'd rather start over, Reset to Defaults restores the original column set.
Frequently asked questions
Why don't my numbers match a colleague's dashboard?
Dashboards can be scoped to different users, teams, or record filters. Two people can look at "the same" widget and see different numbers because one is scoped to their own Assignment Group and the other to all groups. Check the widget's scope label (e.g. "All AG Members") or ask your admin what scope your configuration uses.
How often does the data refresh?
Each widget has its own auto-refresh toggle and interval (e.g. every 30 seconds). Turning auto-refresh off freezes the data at its last update time until you refresh manually with the refresh icon.
Can I have more than one dashboard layout?
Yes. Save your current tab arrangement as a named configuration, then use Save As New to create additional layouts for different purposes. Switch between them anytime from the configuration dropdown.
Who can see a dashboard configuration I've saved?
That's controlled by the configuration's Visibility setting. A private configuration is visible only to you; a Public Read configuration can be loaded and viewed by others, though they won't be able to overwrite your saved version unless they have edit access.
How is "Time Saved" calculated in the RoI section?
It's a simple formula: an estimated number of minutes saved per automatically assigned record, multiplied by the number of records assigned in the period shown (e.g. "5 min × 242 records = 20h 10m"). The per-record minute value is set by your admin based on your team's typical manual assignment time, so it can be tuned to reflect reality.
A record is missing from my workload totals — why?
Check whether that record's status is flagged to be excluded from active workload or from the owner's total (for example, a "Waiting" record that hasn't been picked up yet is often excluded from an individual owner's count by design). Your admin can review this in the Workload Configuration settings.
Can I filter which records show up in a component?
Yes — record-listing components like Record Inbox can be scoped by ownership (the running user, specific users, team members, queue members, or queue-owned records) in addition to column customization.
What's the difference between a Components tab and a Key Metrics tab?
Components are larger visual widgets — charts, bars, and record lists like Workload Manager, Current Workload, or Record Inbox. Key Metrics are small single-number stat tiles like Total Users or Capacity Utilization. Each tab is dedicated to one type, so the Add Item picker only shows items that match the tab you're editing.
What do the upper/lower threshold lines mean on Current Workload or Agent Percentage Capacity?
These are configurable capacity bounds your admin sets (for example, a lower bound of 10 and an upper bound of 80). They're a visual guide for spotting users who are under-loaded or over-loaded at a glance — crossing the upper line usually signals it's time to rebalance work away from that user, team, or queue.