As Genesys transitioned from on-premise to a cloud-based SaaS portal, Advisors was one of many dashboards for agent and/or customer interaction insights being adapted for the cloud.

Our team had already established the competitive review for monitoring tools. We collaborated with a third-party agency on high-level guidelines, while our UX team refined the design system for consistency across transformed software tools.

Before redesign, it was important to understand the types of executive-level users that will be leveraging the tool:

• Ops Managers - monitoring agent availability, response times, and workload to optimize staffing.
  
  
• Service Directors - tracking agent efficiency, resolution speed, and regional performance gaps.
  
  
• VPs - ensure operational alignment, optimizing staffing models and long-term support strategy.

When redesigning the Advisors dashboard, we looked to Tableau and Power BI as reference points for layout, data density, and customization patterns. Both have set a high bar for how enterprise users interact with complex, real-time data.

While these platforms informed our thinking on modular design, flexible filtering, and role-based views, the specialized nature of contact centre operations called for something purpose-built: a custom solution designed around the specific workflows, KPIs, and real-time demands of the Genesys platform.

The Advisors dashboard provides an executive-level, bird's-eye view of all call centres a business may use globally, with the ability to drill down into specific regions, call centres, team performance, and individual performance.

The older design was primarily table-driven, featuring a seldom-used geo-location map and many functions hidden behind additional tabs and buttons.

Mapping the old structure...

The revamped regional table, designed with our latest design system and BI visuals, retains regional drill-down and advanced filtering. As the driver of secondary widgets, it remains fixed in position.

New Features:

Dismissible regional filter chips

Customizable columns (up to 18 metrics)

Alerts for medium/high thresholds

Top-level alerts flagging child issues without expansion

To support the mission-critical nature of the revised dashboard, a dedicated alerts panel was introduced, separate from the primary regional table.

New Features:

• Displays all alerts regardless of current regional focus
• Hover>click reveals additional details via tooltip and then pop-over
• Medium (warn) and high (critical) alerts grouped under “All” by default, sorted by date
• Users can filter alerts by type

Depending on the primary regional table's focus above the polar widget, the core live agent KPIs could reflect all agents in a region (e.g., San Francisco) or a specific team (e.g., ExpressRewards_SanFrancisco).

Some widgets, like Polar, allowed custom editing of KPI thresholds and operational ranges.

Some data was cumulative, while others were averages. Tooltips provided additional clarity.

Assuming the user has focused the primary regional table on "San Francisco," this new table widget displays the Status and Calls Answered for all available agents in that region across all sub-groups.

Note the exceeded thresholds for two agents.

Looking for a specific agent? Use the Search feature at the top left.

Like the Add Dashboard button in the top bar, every dashboard has an Add Widget button at the bottom of the widget stack (also in the dashboard tab’s more menu). This opens a modal with dozens of pre-configured widget scenarios for specific needs.

Once your dashboard is customized, it can be saved as a custom template and even shared with other users in your organization!