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User Guide: Support Agent Tab

Overview

The Support Agent tab is an administrator's window into the organization's device data. By default, the first page most users will see on login is the Support Agent Home page, a dashboard that can be configured to include snapshots of various Support Analytics such as device lists, application usage metrics, battery life, and call history.

Administrators with dashboard management permissions can specify the cards that are displayed in the organization’s dashboard. To more actively track the events summarized in dashboards, an administrator with report management permissions could create reports for all database cards that would send regular updates via email. An admin may also be granted permission to access the Event Explorer tab to query device data directly.

By default, Support Analytics dashboards include all data reported within the last two days. All dashboards' data can be filtered by location and date range of the reported information. The list of filterable sites is populated by the site IDs that devices have reported back to the Portal. The list of sites can be limited by setting a sitelist as current on the Sites page.

Filtering By Site

To filter the dashboard view by specific site location(s):

  1. Select the Filter icon to expand Site and Date/Time filters.

    Edit Site

  2. Click the Sites dropdown to expand the scrollable list of available sites. List can also be searched by the text of site names.

  3. Check the boxes next to the sites to filter by and click Done and Apply Filters.

    Filter Sites

  4. The data displayed is now specific to the selected locations, and the selected site names are listed as chips in the condensed filter bar.

    Filtered Sites

  5. Upon expanding the filter bar again, the site name chips can be individually removed by clicking on their respective Xs, or can all be removed by clicking Clear All.

Filtering By Date

To filter the dashboard view by a specific time or date range:

  1. Select the Filter icon to expand Date/Time and Site filters.
  2. Click the Date/Time dropdown to open the calendar and time selector. The current filter is the Dashboard Timeframe set in the organization's settings.

    Date Selector 3. To select a pre-made date filter, click on the Past 24 Hours, Past 7 Days, or Past 30 Days options on the left. Click Done and Apply Filters.

    Premade Date Filter

  3. To select a custom date and time range, click on the Custom option. Select a Start Time and End Time hour and minute and click Done in the time selector (or click Now in the time selector to select the current time). Select two dates (it does not matter if earlier date is selected first or second) and click Done and Apply Filters.

    Custom Date Filter

  4. The data displayed should now be limited to the selected date and time range. The filter range is listed as a chip in the condensed filter bar.

    Date Updated Data

Home Dashboard

EMS dashboards are comprised of single value, circle gauge, bar chart, horizontal bar, line segment, line chart, world map, and/or data table cards that display aggregate information collected from the devices. The Support Agent Home page is designed to be the location of a main dashboard, a primary hub to get an overview of device metrics and a starting point from which to delve deeper into more granular dashboards and cards.

The home (or default) dashboard can be defined at the system level, the organization level, or the individual user level. The system default dashboard is set for multiple organizations by a system-level adminstrator and cannot be changed by an organization admin. The organization default dashboard, the timeframe for its displayed data (default is 48 hours), and its data refresh rate (default is 10 minutes) are set in the Organization settings within the Admin tab; the organization default overrides the system default and displays that dashboard as Home for all organization portal users. The user default dashboard is set in Account Settings; the user default overrides the org default and displays that dashboard as Home in just that user's portal account.

Support Agent Home