The Dashboard is your home base — a multi-resource calendar showing every agent's day side by side. This lesson covers what's on the Dashboard and how to customize the view to match how you work.

Viewing the Team's Tickets

Problem: As an agent, "My Tickets" was enough — your queue, your work. As a dispatcher, you need a single view that shows the team's day at a glance — who's working what, when, and whether the calendar has gaps or pile-ups.

Horizon's answer: The Dashboard — the default landing page in the dispatch panel. It's a multi-resource calendar that puts every agent's schedule side by side. Scheduled todos appear as blocks on each agent's lane; the visual layout makes conflicts, gaps, and overloads obvious without you having to read a list.

Open the Dashboard

• It's the default landing page in the dispatch panel — you're already here when you land in the panel.
• Click Dashboard in the top navigation if you've navigated away.

What you see

• Multi-resource timeline — each agent gets their own row (or column, depending on layout). Their scheduled todos render as time-blocks on the timeline.
• Resource summary sidebar — running summary per agent: status, what they're scheduled for, capacity signals. Useful for quickly sizing up the team before you start moving work around.
• Team filter — narrow the calendar to a specific team if you don't want to look at everyone at once. Useful in larger orgs.
• Toolbar with view-mode toggles (day / week / month), layout toggles (vertical / horizontal), and date navigation. Customizing these is covered later in Customizing the Dispatch Calendar.

What the Dashboard is NOT

• It's not a list of every ticket the team has. Tickets without scheduled todos don't appear here — they'd show up unscheduled or as floating todos. For a list-based view of unassigned and queued tickets, use the Ticket Board (covered in a later lesson).
• It's not where you do bulk operations. Click-to-act and drag-to-reschedule live here; bulk select-many-and-assign lives on the Ticket Board.

Acting from the Dashboard

• Click a scheduled todo — opens it in a slide-over with details and actions.
• Drag a todo — reschedules it (covered in a later lesson on drag-and-drop scheduling).
• Drag across resource lanes — reassigns the todo to a different agent (also covered later).
• Click an empty time slot on an agent's lane — opens the create-todo flow with that agent and time pre-filled.

Tip: Spend the first few minutes of every shift on the Dashboard, eyes on the team. You're looking for: empty lanes (idle agent), wall-to-wall lanes (overcommitted), conflicts (overlapping scheduled todos), and surprises (out when you didn't expect). Catching these early is half the dispatcher's job.

Customizing the Dispatch Calendar

Problem: The dispatch calendar (the Dashboard) shows the team's whole schedule — but everyone's eyes work differently. Some dispatchers want a wide horizontal sweep of the week. Some want a tight vertical day-by-day view. Some live in month view for capacity planning. The default isn't going to be right for everyone.

Horizon's answer: Two toggles in the calendar toolbar that change how the Dashboard renders. Pick the format that matches your day, then forget it — Horizon remembers your choice.

Where the toggles live

Open the Dashboard. The calendar toolbar runs across the top, with the team filter on one side and the view controls grouped together (typically right side or center, depending on screen width).

Toggle 1 — Time range (Day / Week / Month)

Three options, in the toolbar's view-mode toggle:

• Day — one day across the resources. Useful when you're scheduling around fine-grained slots (e.g. "can Bob fit a 2pm onsite?").
• Week — full week across the resources. Default for most dispatchers — wide enough to plan ahead, narrow enough to see slot-level detail.
• Month — full month overview. Useful for capacity planning and spotting trends, but slot-level scheduling actions (drag-and-drop reschedule, click empty slot to create) don't work in month view — switch to day or week first.

Toggle 2 — Layout (Horizontal / Vertical)

This changes how resources (agents) are arranged:

• Horizontal — resources are rows; time runs left-to-right across the top. The default. Best for week and month views; good for "see lots of agents at once."
• Vertical — resources are columns; time runs top-to-bottom on the left. Often easier on the eyes for day-level work because it mirrors how a traditional calendar app shows your day.

Switching to Vertical automatically forces the view to Day — vertical only works in day view. Horizon makes the switch for you; you don't need to click anything extra.

Other toolbar controls worth knowing

• Date navigation — back/forward arrows, plus a date picker to jump to a specific date.
• Slot duration — sometimes adjustable from the toolbar (e.g. 15 min vs 30 min vs 60 min slots). Smaller slots = more granular scheduling, more visual noise.
• Refresh — manually pull the latest schedule data. Most of the time the calendar refreshes on its own; use this if you suspect you're looking at stale data.

Your choices stick

The view mode and layout you pick are saved per-dispatcher. Next time you open the Dashboard, it loads in the format you last used.

Tip: Try Vertical / Day for live scheduling work and Horizontal / Week for forward planning. Most dispatchers end up using both — switching between them depending on whether they're reacting to right-now stuff or thinking about tomorrow and next week. The toggle is one click; use it.