Skip to content

User Guide: Support Agent Tab

Support Agent Overview

When logging in to EMS, the user will land on Support Agent as the default tab. This is the window into device data, and can include device lists, application usage, battery life, call history, and other metrics that convey individual and overall device information.

Note : Admin users also have the ability to specify the cards that are displayed in the organization’s dashboard, as well as access to the Event Explorer feature.

The Support Agent Home Dashboard is comprised of cards that display information acquired from the devices in the format of a single value, circle gauge, bar chart, or data table.

Note : Specific cards and data points are subject to change—the examples provided are merely for demonstrative purposes.

By default, the data on the Support Agent - Home Dashboard will include all device sites and data reported within the last two weeks.

The data on the Support Agent - Home Dashboard can be filtered by the location of the devices as well as the start and end dates of the reported information, and the same process can be applied to filter any dashboard within the portal.

Support Agent Tab


Filtering By Site

To filter the dashboard view by a specific site's location

  1. Select EDIT SITES Edit Site


  2. Check the boxes next to the sites to filter by and click OK Filter Site


Filter Site2


  1. The data displayed should now be specific to the selected locations, and the Site IDs should be listed in the filter bar. Filtered Site


Filtering By Date

  1. Click on the first date in the filter bar and select the start date of the desired range from the drop-down calendar. Begin Date


  2. Click on the second date in the filter bar and select the end date of the desired range from the drop-down calendar. End Date


  3. The data displayed should now be limited to the selected range of dates. Date Update


Single-Value Cards

Single-value cards display one numeric value, such as the number of applications used, devices in boot-loop, or devices not reporting. Many single-value cards allow users to delve into more detailed data by selecting the drill down menu, which will direct the user to a dashboard specific to the selected card. The dashboard can be filtered by date and site in the same way that the home dashboard can be filtered.

  1. For example, select Devices Not Reporting Single Value


  2. An expanded view of the Devices Not Reporting section displays. Single Value


Circle Gauge Cards

Circle gauge cards display a summary of data points as a fraction of a whole, often showing the percentage of devices that have completed a desired action, such as the percentage of devices reporting or using a specific application. The circle gauge cards display the title of the card, a circle with a percentage in the center, and a description of the measured factor. Circle Gauge

Bar Charts

Bar charts display data points that can be measured in intervals, such as remaining battery life or event distribution. Similar to the single-value cards, select the drill down menu to view device detail information.

After selecting the arrow button on the Battery Life bar chart card, the user will be taken to a device list chart.

Bar Chart

The chart can access more specific device data in addition to individual battery life information Bar Chart

Data Table Cards

Data table cards show a variety of device and application information in the format of a data table, and are the most detailed card type. In many cases, the user will be navigated to a data table card after selecting the drill down menu on another type of card. While non-data table cards allow the user to select a drill down menu and navigate to a dashboard link, data table cards allow the user to select an entire row and navigate to a row dashboard. The information in a row on the dashboard is specific to one device and can display metrics such as a list of installed applications, network information, and a number of its previous AP connections.

Device Access

Clicking on one row of the data table will take the user to the row dashboard on the right, which is specific to the device with the listed serial number. Device Data To customize the arrangement of the data tables, hover over the name of a column and use the tools in the table that pops up.

Customize hover


The left-most icon allows the user to pin the selected column, resize columns, and reveal the tool panel. Customize sort
Use the tool panel to filter the columns that are visible

Tool Panel Group values together and display a new metric, and group rows together. Tool Panel
The middle icon allows the user to filter the rows by individual data points by showing the selected rows in the table and hiding the unchecked rows. Middle Icon The right icon allows the user to reveal or hide each column—the same function as the tool panel. Right Icon


Admin Functionality

Event Explorer

As devices report back to Launcher, the database collects multiple events from each individual device, ranging from the device ID to the start charge level to the bandwidth details. Event Explorer returns the base query, and the user can parse through the columns in the table to redefine and adjust the events in the window.

  1. Navigate to Support and select EVENT EXPLORER. Select the events to view and the limit of the query. Click on the button on the right to run the query. Event Explorer


  2. The query will generate a list of times and events Event Explorer


  3. Hover over the name of a column and select the hamburger menu to view options to filter the data. The use can filter by row, column, or reveal the tool panel, to filter a data table card. Event Explorer