User Guide: Support Agent Tab


The Support Agent tab provides administrators with a window into the organization's device data. The Support Agent Home page is the default landing page for most users, and it can be configured to display snapshots of various Support Agent analytics, such as device lists, application usage metrics, battery life, and call history.

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

By default, Support Agent dashboards show data reported within the last two days. All reported data can be filtered by location and date range. The list of filterable sites is populated by the site IDs that devices have reported back to the BlueFletch 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.

  2. Click the Sites dropdown to expand the scrollable list of sites and tags. The lists can also be searched by the text of either column.

  3. Check the boxes next to tags to select all sites associated with those tags, and/or check the boxes next to individual sites to select only those sites.

  4. Click outside the dropdown to hide it, and then click Apply Filters.

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

  6. 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.

  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.

  4. 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.

  5. 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.

Home Dashboard

Support Agent 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 BlueFletch Portal account.

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