Managing and Using Dashboards

After you create your dashboard and customize it to fit your needs, managing and using it well is important. This page shows how to share dashboards with the relevant stakeholders, exporting them for external use, and ensuring proper ownership and maintenance. It also covers how to show dashboards in presentations, set the right time zones for accurate data, and gives examples of good dashboard designs.

Project a Dashboard

Dashboards that you have access to can be projected onto another monitor. The projected dashboards can be swiped manually, or you can set a time duration to switch them automatically.

To project a dashboard:

Click the app selector and select Dashboard .
Click Project Dashboard from the top navigation bar. The dashboard opens in a separate window.
Select the dashboards you want to project from Favorites or All. Your selected dashboards are saved as the default set to be displayed in future.
For switching the dashboards automatically, select the Swipe between dashboards checkbox and set the display time for each dashboard.
Click Project to start projecting the dashboard.
You can use Pause or Play and the arrows in the navigation bar to manage the projected dashboards.
Click Settings to edit the selected dashboards projected or change the time settings. You can close the browser window to stop projecting the dashboard.

When you project a dashboard for the first time, the Project Dashboard settings will display, allowing you to choose the specific dashboard you want to display. However, if you've used the Project Dashboard feature before, selecting it again will show the most recently projected dashboard. If you want to change the currently projected dashboard, you can do so by clicking on Settings.

Share Dashboards

You can share a dashboard that you own with specific teams or users or make it public for all users within the organization. If you want other users to edit your dashboard, you can share it and assign ownership to them.

For example, a manager creates a dashboard with widgets that measure agent performance. The manager then shares it with specific supervisors in the group who will benefit from the dashboard when reviewing their team's performance.

To share a dashboard:

Choose a dashboard, then click Share.
Click the Share Dashboard toggle to define who you will share the dashboard with:
- All Employees: The dashboard will be shared with all employees as read-only.
- Custom: Share the dashboard with specific teams or employees. Switch between the two tabs to add both Teams and Employees. Add as many from each category as you want. Use Search to find specific teams or employees.
- On the Teams tab, you can share a dashboard with up to 2,500 teams. If your selection goes above 2,500 teams, an error message appears and you cannot save until you remove teams to match the limit.
- All only appear in search when your organization has fewer than 2,500 teams. Select it to add all teams at once.
- If your organization has 2,500 teams or more, Alldoes not appear in search. Use search for the teams you want to add and select All Results. Your earlier selections are kept when you search again.
View image
When Custom sharing, click the dropdown next to each team or employee name to define their sharing permissions. You can select one of the following:
- View only: This is the default enabled permission. Users can only view the dashboard.
- Owner: You can use this option to share the ownership of a dashboard with another user. With this permission, users can edit the dashboard. They can add or remove widgets, update sharing properties, and delete the dashboard.
  
  Only individual users can be given the Owner permissions, not an entire team.
Click Save.

After you save, you can check who the dashboard is shared with. On the Dashboards page, click View Details in the Shared With column.

If you shared the dashboard using All Employees, the Shared With window shows the number of employees and their access level.

If you shared the dashboard using Custom, the Shared With window lists your selections on the Teams and Employees tabs. Each tab label includes the number you selected. For example, Teams (01) and Employees (05).

Global filters applied to a dashboard are shared with it. Users with view-only permission can see the applied filters but cannot change them. Users with edit permission can change the filters. See Apply Global Filters to Dashboards and Reports.

Share Dashboards by Role

Sharing dashboards by role lets you grant access to a dashboard based on a recipient's job function, such as agent or supervisor. This helps ensure each user always sees the dashboards that match their responsibilities.

To share a dashboard by role:

Choose a dashboard, then click Share.
Click the Share Dashboard toggle, then choose Custom.
From the Teams tab, use the dropdown to add a Team.
Expand the team's listing , then use the Permission dropdowns to assign permissions for each role (Agent, Supervisor, Administrator etc.).
Learn more about Permissions
- View only: This is the default enabled permission. Recipients can only view the dashboard.
- Owner: Use this option to share ownership of a dashboard and allow editing. Recipients can add or remove widgets, update sharing properties, and delete the dashboard.
- Read with Group Navigation: A read-only dashboard that also allows recipients to view data for other groups.
  Recipients will have access to all data, widgets, and groups. The dashboard data is displayed according to the permission level of the individual who shared the dashboard. As a result, recipients may see information beyond their normal permission level.
- Read with Control: Recipients can make temporary changes to the read-only dashboard.
  When the browser is refreshed or the dashboard is reopened, all changes revert to the most recent version published by the original dashboard creator. The dashboard data is displayed according to the recipient’s permission level. As a result, they may not see certain information if they lack the proper permissions.
- None: The user or role will not receive the shared dashboard.
Click Save.

Export Dashboards

You can export data for a specific widget or for all widgets in a dashboard. On the Dashboard page, select the dashboard you want to export and click Export. The exported XLSX file includes one sheet per widget.

Keep in mind:

Not all widgets can be exported.
When you export a dashboard, only the data from widgets that support export is included.
The exported file includes all the data based on the filters applied to the widgets.
Large amounts of data that cannot be displayed on the widget can be exported to a file.
The exported dashboard includes only the last saved version. This includes any global filters applied to the dashboard. Save changes before exporting to ensure they are included.

Data for all the QM, Data Insights, and Interaction Analytics (CXone) widgets can be exported. In the ACD widgets, you can export the data only for the Agent State Summary widget.

Apply Global Filters to Dashboards and Reports

A Global Filter applies to a whole dashboard or report instead of to a single widget. You define your criteria once at the top of the page, such as a date range, teams, agents, ACD filters, and Quality Management filters. Dashboard then applies them to every widget that supports them. This keeps your analysis consistent and saves you from setting the same filter on each widget one by one.

For example, a supervisor reviewing last week's performance sets a date range and a team once on the dashboard. Every widget that supports those filters reloads with the same view.

You can apply global filters on Dashboards, on Prebuilt Reports, and on My Reports.

Keep in mind:

The filter icon is disabled on a dashboard or prebuilt report that has no widgets.
The filters you can add depend on the widgets on your dashboard or report. A filter appears only when at least one widget supports it.
When you select a team, the Agent filter selects the agents on that team. It replaces any agents you selected before.
Your changes remain staged until you click Apply. Changes to filters do not affect the widgets until then.
Closing the filter bar does not discard your changes. When you open it again, your filters are still there.
Applied filters can be modified, replaced with other filters, or removed at any time.
Prebuilt Reports save filter changes automatically when applied. For My Reports and Dashboard, click Apply and Save to retain the changes.
To customize a single widget, use the widget's own filters. Changes apply only to that widget and do not affect the rest of the dashboard or report. If you later apply a global filter, it overrides the widget-level filter values. On a Dashboard or a My Report, click Save to keep a widget-level change.
Global filters applied to a dashboard are shared with it. Users with View-only permission can see the applied filters but cannot change them. Users with Edit permission can change the filters.

To apply filters:

Open a Dashboard, a Prebuilt Report or a My Report.
Click Filter Dashboard to open or close the filter bar. It is closed by default.
Click Add Filter and select a filter. Once added, you cannot add the same filter again from the list. But you can modify the selected filter with different values.
- Select All to include all values.
- Click Clear to remove all selections.
- Use Search to find values quickly.
Repeat step 3 for each filter you want to add.
Click Apply. Every widget that supports an applied filter reloads and shows the filtered data.
On a Dashboard or a My Report, click Save. A Prebuilt Report has no Save, so your filters are already kept. If you cancel, the Dashboard or Report returns to its previously saved filters.

After you save, the filter bar closes, and the filter icon displays Filter Applied along with the number of active filters. The filtered data remains applied when you reload the dashboard or return to it.

Global Filter Coverage

The table below shows which widgets support each global filter. Some widgets use a selected metric as their data source.

These widgets form the metric-driven widget group: KPI, KPI Trend, Leaderboard, Metric Breakdown, Metric Comparison, Metrics Interval, Metrics Review, Metrics Summary, Report, and Gauge.

A global filter affects them only if the selected metric supports that filter.

Filter	Supported Widgets
Team / Agent	Agent State Counter Agent List Agent State Summary Contact List Agent Contact View Dispositions Evaluation and Coaching Trend Evaluator Performance Plan Status Quality Evaluations Quality Score Top Categories KPI Trend and Coaching Agent Adherence Variance Out of Adherence Cause My Ranking The following widgets display this filter only when an associated metric is selected: KPI KPI Trend Leaderboard Metric Breakdown Metric Comparison Metrics Interval Metrics Review Metrics Summary Report Gauge
Campaign / Skill	Agent State Counter Agent List Service Level Contact States by Skill Contact List Queue Counter Callback Requests My Ranking The following widgets display this filter only when an associated metric is selected: KPI KPI Trend Leaderboard Metric Breakdown Metric Comparison Metrics Interval Metrics Review Metrics Summary Report Gauge
Channel	Contact States by Skill Contact List Queue Counter The following widgets display this filter only when an associated metric is selected: Gauge KPI KPI Trend Leaderboard Metric Comparison Metrics Interval Metrics Review Metrics Summary
Contact State	Contact List Queue Counter The following widgets display this filter only when an associated metric is selected: Metrics Review
Point of Contact (Contact Group)	Contact List Queue Counter The following widgets display this filter only when an associated metric is selected: Metric Comparison Metrics Review Metrics Summary Report Metric Interval
Evaluator	Evaluator Calibration Evaluator Performance The following widgets display this filter only when an associated metric is selected: Gauge KPI KPI Trend Leaderboard Metric Comparison Metrics Interval Metrics Review Metrics Summary
On-The-Fly Evaluations	Evaluator Performance Quality Score The following widgets display this filter only when an associated metric is selected: Quality Evaluations Report
Coaching Session Status	Coaching Status KPI Trend and Coaching, and the metric widgets when the selected metric supports this filter
Skills with Proficiencies	Skill Proficiency Report Metric-driven widget group only (conditionally, based on metric chosen)
Agent Skill Status	Skill Proficiency Report Metric-driven widget group only (conditionally, based on metric chosen)
Form Name & Form Version	Evaluator Performance Forms Calibration Quality Score The following widgets display this filter only when an associated metric is selected: Gauge KPI KPI Trend Leaderboard Metric Comparison Metrics Interval Metrics Review Metrics Summary
Groups	Evaluator Performance Quality Score
Direction / Disposition	The following widgets display this filter only when an associated metric is selected: Gauge KPI KPI Trend Leaderboard Metric Comparison Metrics Interval Metrics Review Metrics Summary
Date Range	Agent State Counter Agent List Agent State Summary Contact List Agent Contact View Dispositions Evaluation and Coaching Trend Evaluator Performance Plan Status Quality Evaluations Quality Score Top Categories Category Over Time Frustration Coaching Status Evaluator Calibration Forms Calibration Agent Adherence Variance Out of Adherence Cause The following widgets display this filter only when an associated metric is selected: KPI Trend and Coaching Gauge KPI KPI Trend Leaderboard Metric Breakdown Metric Comparison Metrics Interval Metrics Review Metrics Summary Report My Ranking Date Range: Up to 95 days
Tag Name	Metric-driven widget group only (conditionally, based on metric chosen)

Take Ownership of Abandoned Dashboards

You can take ownership of public and custom dashboards created by inactive or former employees, as long as they have been shared with you. These dashboards are abandoned and are displayed on the Manage Dashboards page.

Click Options Options icon used to open a widget's settings menu next to the dashboard name and then select Take Ownership. Only one user can take ownership of an abandoned dashboard.

The Take Ownership option on a dashboard is only displayed when:

You've been given access to the dashboard previously as a viewer.
Your role includes the 'Take Ownership' permission.
All original owners of the dashboard are currently inactive.

Setting the Time Zone

The data on the dashboard is displayed according to the time zone you select in the Time Zone menu on the Dashboard. It gives you the flexibility to view your dashboard data in the time zone that best suits your needs.

Keep in mind:

The Time Zone menu includes a range of time zones for you to choose from for the dashboard.
The default time zone for your NiCE CXone tenant will always be included as an option in this menu.
The default option corresponds to your NiCE CXone user's default time zone. If your NiCE CXone user's default time zone isn't listed in the dashboard's Time Zone menu, it will use your tenant's default time zone. The Time Zone menu displays the default time zone name at the top of the list and signifies it as your default option, for example, Mountain Standard Time (Default).
You can add additional time zones (after approval). These must be time zones that exist in your tenant's region. To request this, you can submit a support ticket. Any new time zone added will not contain the data that was collected before its addition.

To set your time zone:

Open a Dashboard.
Click Options , then Time Zone. There are multiple time zones you can select from, including your default NiCE CXone time zone.

The list of supported time zones may vary depending on the time of the dashboard application setup within the tenant. These time zones are automatically configured.
Select your preferred time zone, after it is selected it is set.

Change the Date Format

Customize the global date format on Dashboard and reports. Choose how dates are displayed across all widgets Graphical representation of data that meets specified filter criteria., reports, exports, and tooltips to ensure they match your regional standards and business preferences.

The date format you choose is applied consistently across:

Dashboard Widgets – all date/time values in widget data
Widget Header Tooltips – the date range shown on hover
Reporting Page – all report data and date columns
Exported Files – PNG, Excel (.xlsx), and CSV exports

Learn more

Four global date formats are available:

Format	Display Example
US Format	MM/DD/YYYY → 04/06/2026
European Format	DD/MM/YYYY → 06/04/2026
ISO 8601	YYYY/MM/DD → 2026/04/06
System Locale	The user’s region, auto-detected from their browser language.

To change the date format:

Open a Dashboard.
Click Options , then Date Format.
Choose from:
- US Format (MM/DD/YYYY)
- European Format (DD/MM/YYYY)
- ISO 8601 (YYYY/MM/DD)
- System Locale
Once set, the Dashboard and all widgets will refresh automatically to reflect the new format. Existing Dashboards and reports will continue to work without disruption.

Copying Historical Widgets to the My Reports Tab

If your dashboard has historical widgets and you don’t have a PM license, you can copy them to My Reports.

To copy widgets to My Reports:

Click the app selector and select Dashboard .
On the Dashboards page, select the dashboard with the widgets you want.
From the Options menu , select Duplicate to My Reports.
In the Duplicate As My Report window, enter a name and optional description.
Click Save.

On the Reports page, the new report appears on the My Reports tab. It includes the historical widgets. NRT widgets and metrics are not copied. If a dashboard has both historical and NRT metrics, only the historical widgets are copied.
Open the new report:
- Adjust widget alignment.
- Check that the widgets look correct.

Dashboard Examples

This section includes dashboard examples that will give you ideas about creating different types of dashboards. It will also show you the widgets you can use in these dashboards.