Can I modify the "Agent Overview" and "Service Overview" standard infolet dashboards?
Oracle Service Cloud
The Agent Overview and Service Overview dashboards in the Infolets report folder (i.e. \Public Reports\Service\Infolets) provide a look at agent performance and the status of your contact center, respectively. There is currently no way to create or copy Infolet dashboards in Oracle Service Cloud, but the individual reports in the Infolets can be copied and modified for your specific use as formatted reports and/or as part of a separate dashboard.
Reviewing the reports in these dashboards will help you gain an understanding of:
- Custom record layout: Placing fields where you want them
- Inline gauges: LED, status gauges (horizontal and vertical) added in November 2016 release
- Use of margins for field and image positioning
- Inline images
- Web Theme (new in November 2016): New modern looking report and chart style
These are intended to help give report administrators ideas of how to create their own custom reports and dashboards.
The infolet dashboards were created to demonstrate Infolets functionality. As previously mentioned, these infolet dashboards cannot be copied or modified. An infolet dashboard creator will be added in a future release. For the time being you can create your own custom dashboards by placing desired reports into them.
For additional information, refer to the 'Placing content on the dashboard' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.