Dynamically adapting dashboard data based on viewer


When youcreate 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.


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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 orgnaization name
Requester organization name
Ticket orgnaization 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 orgnaization name
Requester organization name
Updater organization name
Ticket orgnaization 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 orgnaization name
Requester organization name
Ticket orgnaization name - Unsorted
Requester organization name - Unsorted




Support - Backlog history


Group name
Brand
Assignee name
Brand




Voice - Calls


Ticket group
Ticket brand
Ticket assignee
Ticket requester
Ticket orgnaization
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 orgnaization - Unsorted
Organization name - Unsorted




Chat - Engagement


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




Chat - Messaging tickets


Ticket group
Ticket brand
Assignee name
Assignee ID
Assignee email
Requester name
Requester ID
Requester email
Ticket orgnaization name
Ticket orgnaization 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 orgnaization
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








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