Genesys Overview

Genesys - “Project Air” Dashboard

16:9 case study format based on source Figma deck

"Project Air" was the code name for a cloud-based dashboard redesign, providing a high-level management overview of global contact centers, with the ability to drill down to geographical region, country, contact center location, and agent teams.

In review, the legacy design consisted of multiple similar-looking drill-down lists which lacked a clear hierarchy of information. The maps tool, rarely used based on user feedback, consumed 25% of available space.

Working closely with stakeholders, table aspects were simplified, and proper alerts and thresholds introduced. The bottom half of the dashboard reflected the focused region/city above, in appropriate and modernized widgets. The dashboard design was highly advanced yet easy to use, and allowed cloning and many customizations, as is documented in the case study below.

Genesys Overview

Portfolio

Genesys Overview

Genesys - “Project Air” Dashboard

16:9 case study format based on source Figma deck

Genesys Overview

Portfolio

Genesys Overview

Genesys - “Project Air” Dashboard

16:9 case study format based on source Figma deck

Case Study

Company:

Genesys

Product:

Advisors / “Project Air” POC

Project type:

SaaS dashboard redesign

Duration:

2016 (2-3 months)

Role:

Sr. UX/UI Designer

UX Team size:

Tools:

Sketch, InVision, Atlassian Jira

Genesys provides real-time monitoring of agent and customer interactions for enterprise customers. The company’s shift from on-prem to cloud resulted in a complete platform overhaul, including dashboards like "Advisors", now rebranded during the development phase as "Project Air." Before diving into the project, let’s take a look at Genesys, to see where this project fits within their product lineup...

redesign sample

Genesys: Air Dashboard

Genesys Context

Genesys offers real-time monitoring and analysis of customer interactions with live agents, providing enterprise organizations with insights into customer experiences, agent performance, and overall service quality. This data-driven approach enables businesses to optimize their customer service operations, enhance efficiency, and improve the overall customer journey.

For Genesys, a key dashboard providing a global, bird's-eye view is the agent status monitoring tool, known as "Advisors"...

Genesys: Air Dashboard

Leveraging a New Design System

As Genesys transitioned from on-prem 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.

Genesys: Air Dashboard

Personas / Users

Before redesign, it was important to understand the types of executive-level users who 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 - ensuring operational alignment, optimizing staffing models and long-term support strategy.

Genesys: Air Dashboard

Dashboard Research

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 center operations called for something purpose-built: a custom solution designed around the specific workflows, KPIs, and real-time demands of the Genesys platform.

Genesys: Air Dashboard

Old Dashboard Problem Areas

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

Genesys: Air Dashboard

Old Dashboard Mapping

All areas of the old design were carefully reviewed and mapped out, and plans were drawn up to restructure...

Genesys: Air Dashboard

Mapping the New Structure

Based on multiple factors, we deemed it best to keep the large regional table as the focusing tool for all widgets. Meanwhile, we reviewed the library of already-built components, and proposed a new polar widget for some of our agent group KPIs.A deeper dive on each widget and its features will follow this full-screen redesign...

Genesys: Air Dashboard

Primary Table:Global Call Centers

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

NEW DESIGN

Genesys: Air Dashboard

Primary Table:Global Call Centers

You’ll see up to two controls at the top of most table and bar widgets featuring the ability to...

NEW DESIGN

Table ColumnsClicking this feature will invoke a modal where the user can customize the column data and associated thresholds as desired.

SearchThis feature will convert the widget header into a text entry field, and will filter the results automatically as the user types.

Genesys: Air Dashboard

Global Alerts Widget

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

Genesys: Air Dashboard

Polar Widget:Agent Queues

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.

Genesys: Air Dashboard

Trellis Widget:Agent Group Volume

Assuming the user focused the primary regional table on "San Francisco," this new customized trellis chart would display a breakdown of every live agent group/queue group. It offers a quick visual overview of agent performance across teams. For more detailed information, users can hover over any color block to view additional tooltip data.

Genesys: Air Dashboard

Table Widget:All Agent Status

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.

Genesys: Air Dashboard

Feature:Movable Widgets

As part of all new SaaS-based dashboards, we introduced multiple ways to customize the user’s experience. Here, the user is gripping the top bar of a widget to reposition it.

Genesys: Air Dashboard

Feature:Widget Resize

Users can not only reposition a widget but also "drag it out" to widen or deepen its presentation, depending on what best suits their needs and the data displayed.

Genesys: Air Dashboard

Feature:Full-Screen Widget

If a widget contains a rather complex table featuring many rows, the user can choose to open a copy in full-screen view, which would trigger a new tab at top.

Genesys: Air Dashboard

Feature:Dash Tab Options

Add DashboardThis invokes a modal containing existing templated dashboard scenarios as well as the ability to select/invoke past saved customizations.

Tabs - More MenuAllows users the ability to save/save as any customized dashboard. Users can also clone as new, delete, pin, and more. Tabs can also be manually rearranged, just like widgets.

Genesys: Air Dashboard

Feature:Add Widget

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!

Genesys: Air Dashboard

In closing...

While I loved how this POC proposal turned out, produced near the end of my four-year tenure at Genesys, it was just one of many functional redesigns I contributed to during the transition from on-prem to a cloud-based SaaS platform.Here’s a partial list of my work over the years...

Thank you!

for your time

Genesys Overview

Portfolio

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