Metrics

Overview

Metrics Fields

The Metrics module can be accessed by clicking the three-dots menu at the end of the metric bar and then clicking "Manage". This module contains a number of stock fields that come out of the box with Sugar. For information on using and editing various field types, refer to the User Interface documentation.

Settings Tab Fields

List Layout Tab Fields

Creating and Editing Metric Tabs

The console's module tab contains a metric bar that contains multiple metric tabs. Metric tabs allow you to deploy predefined filters and views to your users for unified team views. Both the Service Console and the Sales Console require a relationship hierarchy based on teams to determine which users the metric tabs are deployed to. To learn more, please see the Team Management page.

Each tab has its own settings, and the metric bar also has its own settings. An admin can configure the module tab lists and filters via a metric tab's three-dots menu. Additionally, an admin may use the three-dots menu on the metric bar itself to create and deploy a new metric tab. For more information on how admins can configure the console, please see the Console Management page.

To create a metric tab, choose the Create New option in the metrics bar's three-dots menu.

To edit a metric tab, click the Edit option in the specific metric tab's three-dots menu or access it directly in the Metrics module, which can be accessed via the Manage option under the metric bar's three-dots menu.

Settings Tab

When creating or editing a module tab, you will see two tabs, the first of which is the Settings tab. The Settings tab stores all the basic information about the metric tab, including the status and the team(s) it is deployed to. The first field, the Context/Module field is not editable, but instead, shows the console and module associated with the metric (e.g., Service Console / Cases). The Teams field is used to control the teams that will be able to access and use the metric tab in their console. For more information on teams, please read the Team Management page.

Once you have set the teams to which you wish to deploy the metric tab, a filter needs to be set. If no filter is set, the metric tab will show all records in the module. As only 100 records can be displayed on a metric tab at a time, it is best to make different views using filters to narrow down the results to a helpful and manageable subset. Create the filter in the same way you create list view filters. For more information on creating filters, please see the Search documentation.

List Layout Tab

Each module will have its own metric bar so you may set metric tabs specific to that module. This allows you to set the default sort order, enable or disable column freezing, and define a filter for each module tab that is available on each metric bar within the console.

Sort Order

To set a default sort order for a field column in the list view, simply select a primary and optional secondary-level sort order for the list's display in the Default Sort Order section. You can also designate the specific field column to be sorted in descending or ascending order by toggling between the Sort Descending or Sort Ascending button to the right of the dropdown list.

Please note that the Sort Descending and Sort Ascending buttons will appear for the Secondary Sort Order once you select a field. The available fields to select in the Primary and Secondary Sort Order dropdown lists are determined by the Columns list on the right-hand side. As fields are added to or removed from the Columns list, the available fields in the sort order dropdown lists will update in real-time.

Lastly, all users may override the sort order set by the administrator in the console by using the Primary Sort and Secondary Sort dropdowns to the right of the search bar in the console.

Column Freezing

The Freeze First Column setting, if enabled, automatically freezes the first column of the metric tab list view for users so that it is always visible even when scrolling horizontally. Note that an admin can disable this feature for the whole Sugar instance. See the User Interface page for details on column freezing and the System page for details on the system-wide admin setting.

Filters

The Filter section allows you to filter the list view based on pre-defined filters (e.g., My Items) as well as create custom filters. Simply use the plus and minus buttons to add or remove filter criteria like you would for a standard list view filter. Once you have made the necessary configurations, click "Save" to preserve the changes and update the module tab's view for all users who access the console. For more information on creating filters, refer to the Search documentation. Please note that administrators can configure the Search layout in Admin > Studio to control which fields are available as filters for the Cases tab list view. For more information on editing the Search layout, refer to the Studio documentation. 

Configuring the Console's Tabbed List Views

Widgets

Restoring Default Settings

Below the preview table, you will see two options that allow you to easily access the Console Management documentation from the Console Settings window or restore the console back to the administrator-set default settings. If you wish to restore the default admin-set configuration, simply click the "Click here" link. After restoring the default settings, you will need to click "Save" in the Console Settings window to preserve the changes. 

Configuring the Module Tab Drawers

Working With Sugar Modules

While the Metrics module has some features that only apply to metrics, it also uses the Sidecar user interface that most Sugar modules are based on. The following sections detail menus, views, and actions common to Sidecar modules and contain links to additional information within the page or links to the User Interface documentation.

List View Menus

The Metrics list view displays all metric records and allows for searching and filtering to locate specific metrics. You can view the basic details of each record within the field columns of the list view or click a business center's name to open the record view. To access a module's list view, simply click the module's tab in the navigation bar.

List View Mass Actions Menu

The Mass Actions menu to the right of the checkbox option in the list header allows you to perform mass actions on all currently selected records. You can use the checkbox on each record's row to select individual business center records or click the checkbox in the list header to select all records displayed on the current set of list view results.

The Mass Actions menu allows you to perform the following operations:

List View Record Actions Menu

The Record Actions menu to the far right of each record's row allows you to perform actions on a business center record directly from the list view.

The options in the Record Actions menu allow you to perform the following operations:

Common Views and Actions

In the table below, the left column contains links to the User Interface page covering topics that are applicable to all Sidecar modules. The right column has links to sections of the current page that cover topics specific to metrics.