Dynamically adapting dashboard data based on viewer


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When you create a dashboard, you might want certain users to see some of the data without being able to see all of it. While you could create a separate filtered dashboard for each user, it’s much easier to accomplish this goal with dashboard restrictions.
For example, you can create a single dashboard to monitor agent productivity, and then use dashboard restrictions to ensure that each agent can see only their own metrics when they open the dashboard.
This article contains the following topics:

Creating a dashboard restriction
Sharing a restricted dashboard with users
Viewing a dashboard with a restriction
List of dynamic attributes


Creating a dashboard restriction

The first step in determining what a dashboard viewer can see is creating a dashboard restriction. A dashboard restriction is a set of rules that determines what data—broken down by dataset, attribute, and attribute value—a user is allowed to view.
Customers on Professional plans can create a maximum of 10 dashboard restrictions. Customers on Enterprise plans can create a maximum of 500.

Tip: You can create a dashboard restriction from the dashboard sharing window too. See Sharing a restricted dashboard with users.
To create a dashboard restriction


Open an existing dashboard for editing (it must have been created using the beta dashboard builder), or create a new dashboard using the beta dashboard builder.

Tip: You can use the Support agent productivity template to quickly create a dashboard that’s designed to show a full picture of agent productivity over the last seven days.


Click the arrow next to the Share button and select Manage data restrictions.



Click Create restriction.


In the window that appears, fill out the following fields:

Name: Give your dashboard restriction a descriptive name.

Dataset: Select the dataset that you want to restrict data for.

Filter: Select the attribute that you want to restrict data for. For details, see List of dynamic attributes.

Values: For the filter you selected above, select up to 20 values that will be visible to the dashboard viewer. Search for specific values by typing. For example, if you want the dashboard to show only tickets assigned to a specific agent, you could select a Filter of Assignee name, and a Value of the agent’s name.
The Based on viewer option dynamically restricts a dashboard’s data based on the signed-in user. For example, if you select the Assignee name filter and the Based on viewer value, the dashboard will show only tickets where the signed-in user is the assignee.



Note: Dashboard restrictions that use the Based on viewer setting can’t be shared externally.





If needed, click Add filter and select an additional set of Dataset, Filter, and Values. You can add up to five filters to restrict the dashboard to your desired level.
You can remove a filter at any time by clicking Remove filter underneath the corresponding Dataset/Filter/Values set.


When you’re done, click Create dashboard restriction. The Dashboard restrictions window appears, showing you the restriction you just created along with any other restrictions that exist for this dashboard.


Click Done.

Creating a dashboard restriction is the first step in controlling what dashboard viewers can see, but you need to share that dashboard restriction with the applicable users for it to have any effect.


Sharing a restricted dashboard with users

After you’ve created at least one dashboard restriction, you need to share it with users. Sharing a dashboard restriction with a user invites them to view the restricted version of the dashboard, meaning they’ll be able to see only the data that you defined in the dashboard restriction you created above.
To share a restricted dashboard with users

Open an existing dashboard for editing (it must have been created using the beta dashboard builder), or create a new dashboard using the beta dashboard builder.
Click Share. The Invite people window appears.
In the Add team members or groups field, select the users you want to share the dashboard with. Search for specific users by typing.

In the Access field, select the dashboard restriction that defines which data the selected users should be able to see. If you don’t want to apply any dashboard restriction for the selected users, choose All data. The People with access pane shows you which users can already see the dashboard.


Tip: If none of the existing dashboard restrictions meet your needs, you can create a new one from this dropdown by clicking Create dashboard restriction.

(Optional) Clear the Send email notification checkbox if you don’t want to send an email notification to the invited users to view the dashboard. If you don’t send an email, users can still find the dashboard in the report library or by going to the dashboard’s URL.
Click Invite people.



Viewing a dashboard with a restriction

When a user opens a dashboard that was created with the beta dashboard builder, they can see the name of the dashboard and the currently applied dashboard restriction at the top.
Users with access to multiple dashboard restrictions (like admins) can switch between the different restrictions, changing the data shown in the dashboard. Users with access to only a single restriction cannot change the selection.

To view a dashboard with a restriction

Open a dashboard that was created using the beta dashboard builder.

If you have access, select the dropdown next to the dashboard’s name to switch between different dashboard restrictions.





List of dynamic attributes

You can create a dashboard restriction with any historical dataset or attribute. However, the attributes listed in the table below are the only ones that dynamically change the dashboard’s data based on the viewer.
You cannot create dashboard restrictions for live data.






Dataset
Corresponding attributes



Support - Tickets

Ticket group
Ticket brand
Assignee name
Assignee ID
Assignee email
Assignee locale
Requester name
Requester ID
Requester email
Requester locale
Submitter name
Submitter ID
Submitter email
Submitter locale
Ticket organization name
Requester organization name
Ticket organization name - Unsorted
Requester organization name - Unsorted



Support - Updates history

Update ticket group
Update ticket assignee
Update ticket assignee ID
Update ticket brand
Previous ticket group
Previous ticket brand
Previous ticket assignee
Previous ticket assignee ID
Ticket group
Ticket brand
Assignee name
Assignee ID
Assignee email
Assignee locale
Requester name
Requester ID
Requester email
Requester locale
Submitter name
Submitter ID
Submitter email
Submitter locale
Updater name
Updater agent name
Updater ID
Updater email
Updater locale
Ticket organization name
Requester organization name
Updater organization name
Ticket organization name - Unsorted
Requester organization name - Unsorted
Updater organization name - Unsorted



Support - SLAs

Ticket group
Ticket brand
Assignee name
Assignee ID
Assignee email
Assignee locale
Requester name
Requester ID
Requester email
Requester locale
Submitter name
Submitter ID
Submitter email
Submitter locale
Ticket organization name
Requester organization name
Ticket organization name - Unsorted
Requester organization name - Unsorted



Support - Backlog history

Group name
Assignee name
Brand



Voice - Calls

Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
Call group
Call agent name
Call agent ID
Call agent email
Call agent locale
Leg agent name
Leg agent ID
Leg agent email
Leg agent locale
End-user name
End-user ID
End-user email
End-user locale
Organization name
Ticket organization - Unsorted
Organization name - Unsorted



Chat - Engagement

Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
Agent name
Agent ID
Agent email
Agent locale
Ticket organization name - Unsorted



Chat - Messaging tickets

Ticket group
Ticket brand
Assignee name
Assignee ID
Assignee email
Requester name
Requester ID
Requester email
Ticket organization name
Ticket organization name - Unsorted



Chat - Chat concurrency

Agent name
Agent ID
Agent email
Agent locale



Chat - Messaging goal conversions

Ticket group
Ticket brand
Ticket organization
Assignee name
Assignee ID
Assignee email
Requester name
Requester ID
Requester email
Ticket organization - Unsorted



Knowledge - Quick answers

Search brand name
User name
User ID
User email



AI - Copilot suggestions

Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
Agent name
Agent ID
Agent email
Agent locale
Ticket organization - Unsorted



AI - Copilot auto assist

Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
Agent name
Agent ID
Agent email
Agent locale
Ticket organization - Unsorted



AI - Intelligent triage

Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
Ticket organization - Unsorted



AI - Generative AI tools

Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
Agent name
Agent ID
Agent email
Agent locale
Ticket organization - Unsorted



Omnichannel - Engagements

Group name
Agent name
Agent ID
Agent email
Agent locale



Omnichannel - Custom queues
Group name


Omnichannel - Agent state daily

Group name
Agent name
Agent ID
Agent email
Agent locale



Omnichannel - Agent state

Group name
Agent name
Agent ID
Agent email
Agent locale



Omnichannel - Agent productivity

Group name
Agent name
Agent ID
Agent email
Agent locale



AI agents - Flow builder
Brand


AI agents - Article recommendations (legacy)

Answer brand
Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
User name
User ID
User email
User locale
Ticket organization - Unsorted



AI agents - Essential
Conversation brand


Knowledge - Page efficiency

Page brand
Page author name
Page author ID
Article author name
Article author ID



Knowledge - User session

Session brand
Visitor name
Visitor ID
Visitor email



Knowledge - Community

Brand name
Author name
Author ID



Knowledge - Search
Search brand name


Knowledge - Team publishing

Event article brand
Agent name
Agent ID
Agent email
Agent locale



Knowledge - Knowledge capture

Knowledge Capture brand
Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket organization
Agent name
Agent ID
Agent email
Agent locale
User name
User ID
User email
User locale
Ticket organization - Unsorted



Knowledge - Knowledge base

Author name
Engagement brand
Article brand





