CXone Dashboard Migration Guide

The December 2023 minor release of CXone introduces a new dashboard application, CXone Dashboard. It gives all employees access to real-time and historical data. This easy-to-use application makes it simple to work with data and get valuable insights, which helps you make informed decisions based on data.

The new CXone Dashboard application replaces the current dashboard application. All CXone customers (besides customers on FedRAMP environments) will have the new CXone Dashboard application automatically enabled in their CXone tenants. At the same time, the current application will be disabled in these tenants.

The new CXone Dashboard application has many improvements. It has extra features, widgets, and a better user experience. The widgets and features from the current dashboard application are also available in the new one.

To ensure a smooth and easy transition for customers to switch to the new application, CXone will automatically transfer all existing dashboards created in the current application to the new dashboard application.

Dashboard Migration

  • Dashboard application permissions will be automatically migrated to the new CXone Dashboard.
    Roles with View or Edit permissions in the current application will automatically keep the same permissions in the new dashboard application.

  • All the dashboards created in the current application, will be automatically copied and migrated to the new dashboard application.

    • Names and descriptions: The names and descriptions of dashboards in the current application will be copied to their corresponding dashboards in the new application.

    • Access permissions: The access permissions for each dashboard will transfer over to their corresponding dashboard in the new application. For instance, if a specific dashboard is public in the current dashboard, it will also be public in the new one. Additionally, if a dashboard is shared with particular teams or agents, it will be automatically shared with the same teams and agents in the new CXone Dashboard.

    • Dashboard metadata: Dashboard metadata like, the creator details, owners, and favorites will be carried over to the corresponding dashboards in the new application.

Widget Migration

Almost all the widgets from the current dashboard application are carried over to the new dashboard, with only a few exceptions. The new dashboard also introduces some additional widgets that were not present in the previous version.

  • Permissions: The widget permissions in the new CXone Dashboard are the same as the current Dashboard. You don't need to set permissions again.

  • Widget names: When migrating dashboards, widget names or titles changed by you in the current dashboard application will carry over to the corresponding dashboards in the new application.

  • Skill Summary widget: The Skills Summary widget, is replaced by two new widgets, Metrics Summary and Metrics Interval. The widgets have the Skills Summary widget features and more improvements. If you have created any dashboard in the current dashboard application with the Skills Summary widget, it will be replaced. Your dashboard in the new application will have either the Metrics Summary or the Metrics Interval widget.

  • Unavailable Statistics widget: The Unavailable Statistics widget has been replaced with the Agent State Summary widget in the new CXone Dashboard. This feature is compatible with the Unavailable Statistics widget and provides a more detailed summary. It includes all agent states, not just the unavailable ones.

  • Team Performance and Agent Scoring widget: In the new CXone Dashboard application, the CXone QM widgets, Team Performance and Agent Scoring have been combined into a new improved widget called Quality Score. If a dashboard in the current application has either the Team Performance or Agent Scoring widget, the new application will replace it with the Quality Score widget. The filters previously applied will remain the same.

    Any role that had access to one of these widgets can automatically access the new Quality Score widget.

  • Dashboard location: When you migrate a specific dashboard to the new application, the relative location of the dashboard's widgets remains the same in the recreated dashboard in the new application. However, you can refine the location and size of the migrated widgets to suit your requirements.

  • Settings and filters: The settings and filters applied to the widgets in the current dashboard application are migrated to the new application. For example, you have added filters to a specific widget in a dashboard to include specific teams in the current application. The same filters will be applied to the widget in your dashboard in the new application.

Known Limitations of the Automatic Migration

  • WFM widgets: The WFM widgets in the current dashboard application are not supported in the new application. Therefore are not migrated. Dashboards containing these widgets are migrated in the new dashboard excluding these widgets.

  • CXone QM Calibration widget: The CXone QM Calibration widget in the current dashboard, is not supported in the new application. Two new CXone QM widgets have been added to the new dashboard application, Forms Calibration and Evaluators Calibration. These widgets are enhanced and provide more user value. Dashboards containing this widget in the old dashboard are replaced with these two new widgets and migrated to the new dashboard.

  • Thresholds in the Skill Summary widget: Thresholds set for the Skill Summary widget in a dashboard in the current application will not be automatically migrated to the new dashboard. The new widgets Metrics Summary and Metrics Interval widgets have improved threshold capabilities. You can manually re-configure the thresholds in these widgets.

  • Skills Summary widget permission: The roles that have permission for the Skills Summary widget will also have access to the new Metrics Summary and Metrics Interval widgets. We recommend that you manually disable the Skill Summary widget permission and activate the permissions for the Metrics Summary and, or Metrics Interval widgets. This change is not made automatically.

  • Unavailable Statistics widget permission: The roles that have permission for the Unavailable Statistics widget will also have access to the new Agent State Summary widget. We recommend that you manually disable the Unavailable Statistics widget permission and activate the permissions for the Agent State Summary widget. This change is not made automatically.

  • Widget data duration settings: The data duration settings in the widgets are not automatically migrated to the new Dashboard. The widgets in the new CXone Dashboard will automatically have their default values. You can change these settings in the new Dashboard as needed and re-save these dashboards.

  • Historical data: The new Dashboard's widgets show historical data for a longer time. However, initially, only data from one to two months before the release will be available. Data collected after the release will be available in the widgets.