Wallboard User Guide

Bright Pattern Documentation

Generated: 8/12/2022 6:45 pm
Content is available under license unless otherwise noted.

Purpose

The Bright Pattern Contact Center Wallboard User Guide describes the elements of the Wallboard Builder application that you see and interact with through Agent Desktop. These elements include menu options descriptions, an explanation of wallboard screen rotation, additional features, and an explanation of the metrics used therein.


Many elements within the wallboard are customizable. For more information on this, please refer to the Wallboard Builder Reference Guide. In order to customize the wallboard, additional privileges may be required and are detailed in the Contact Center Administrator Guide.


Viewing a customized wallboard




Audience

The Bright Pattern Wallboard User Guide is intended for agents, supervisors, and managers of the Bright Pattern Contact Center-based call center who will use the Bright Pattern Contact Center applications to perform daily agent supervision and campaign management tasks. Readers of this guide must have the privilege of editing and sharing wallboard displays in your contact center. In addition, readers of this guide are expected to be familiar with basic operations with Internet applications.



Wallboard Overview

The Wallboard is a grid displaying various widgets that contain metrics, statistics, news, and other specific information in real-time. The wallboard’s primary purpose is to allow you to monitor important areas of work in one convenient location.


Viewing a wallboard


The information displayed on your wallboard is usually configured by your administrators; it is accessible by users with permission (agents, supervisors, administrators, etc.) and permission is given by your administrators. You will also need additional permission to edit or customize wallboards.

All aspects of the wallboard may be edited including the wallboard title, widget type and title, size of card, color theme, etc. Additionally, after creating custom wallboards, they can be pushed to global by authorized users. The Push/Pull functionality allows wallboards to be shared.


Accessing the Wallboard

There are two ways you may access the wallboard:

  1. Directly via URL (i.e., your_contact_center_domain/wallboard); in this case, explicit login info will be required
  2. From Agent Desktop, click the wallboard icon Wallboard-Icon-50.png; the wallboard will appear in a separate browser tab or window.

Please note: If the wallboard view does not appear, check your browser pop-up blocker and allow the pop-ups. If pop-ups are allowed and you are still having trouble accessing the wallboard application, contact your system administrator regarding your user privileges.



Requirements

Users may edit a wallboard’s layout when granted the privilege Customize Wallboards. Privileges are granted by system administrators of your contact center from the Configuration > Users & Teams > Roles > Properties section of the Contact Center Administrator application.

If you are not sure if you have the privilege to edit wallboards, see your system administrator.



Additional Features

The following are features that make wallboard creation and management a user-friendly experience:

Single sign-on

Viewing the wallboard doesn't require any special login; when working on Agent Desktop, click the wallboard icon Wallboard-Icon-50.png and the wallboard will open in a separate window or browser tab.

In-Menu search

In the metric selector drop-down menu, it is now possible to search for the desired metric using any element of its name.


Utilize the in-menu search to quickly find the desired metric


Enter/Escape

Pressing Enter and Escape buttons on the keyboard is equivalent to clicking OK and Cancel buttons of the wallboard dialogs.

Formatting consistency

Consistent formatting of statistical values according to their type.

Free-form text widgets

The wallboard has the capability to create a widget with free-form static text (currently the text can only be entered in the wallboard editing mode).


Viewing a wallboard


Logged-In/Busy filters

Additional filters in the Agent Grid to show only Logged-In or only Busy agent.

Wallboard editing notice

A warning will appear before pulling a global wallboard for editing with an option to duplicate.



Menu Options

The Menu options for the Wallboard Builder application are actions you may make while creating and managing wallboards. For a detailed explanation of each option, please see Menu.


Wallboard menu actions



Rotating Screens

If you have created or have access to more than one wallboard, it is possible to rotate between them either manually or configure your system to do so automatically. Enabling automatic wallboard rotation causes periodic refreshment on your screen of all wallboards you have created or imported.


Manual Screen Rotation

To manually rotate between wallboard screens, use either the Wallboard-Selector-Arrow-316.png Wallboard selector for selecting a personal or global wallboard or the Wallboard-LR-Arrows-316.png Navigation arrows for flipping from one wallboard to the next.

Automatic Screen Rotation

To enable wallboard screens to automatically rotate, take the following steps:

  1. Click the menu Wallboard-Menu-Button-52.PNG button
  2. Select Rotation
  3. Select the Enabled checkbox
  4. Select which wallboards you would like included in the rotation
  5. Enter the interval (in seconds) that you would like your screens to rotate at
  6. Click OK

To disable automatic screen rotation, simply return to the Rotation menu option and uncheck the Enabled box.


Wallboard rotation settings





View Mode

View mode is the state in which no changes can be made to the wallboard itself and certain editing icons are hidden from view. For further information, please see View Mode in the Wallboard Builder Reference Guide.


A wallboard in view mode



Edit Mode

Edit mode refers to the state in which changes can be made to the wallboard; you must have the privilege to do this. In edit mode, manual rotation options are not available. For further information, please see Edit Mode in the Wallboard Builder Reference Guide.


A wallboard in edit mode



List of Wallboard Metrics

Wallboards provide a visual display real-time statistics. These statistics, or metrics, are what populate the widgets.

There are many metrics to choose from when deciding what to add to your wallboard widgets. The following is a small sample of the types of statistics that can be included:

Real-time metrics names often have several variations depending on where they appear in Agent Desktop; the Wallboard names will be listed under the main real-time metric name. For a complete list of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide. Information About Real-time Metrics, also located in the Reporting Reference Guide, provides general details about how these metrics function.


There are many metrics to populate widgets with


All Wallboard Metrics

The following is a list of all metrics that can be used in the Wallboard builder application.

Agents busy with this service

Agents in ACW state

Average idle time of matching agents

Average preview time of matching agents

Average speed of answer/reply

Break time total

Callback attempts failed

Callbacks abandoned during setup

Callbacks attempts connected

Callbacks canceled

Callbacks in queue now

Callbacks requested

Callbacks scheduled

Completed records in active lists

Completed records with personal agent assignments

Count of records in all active lists

Count of selected dispositions

Custom Survey Metric 1

Custom Survey Metric 2

Customer Satisfaction

Estimated campaign duration

Estimated wait time

First Call Resolution

Inbound abandoned

Inbound abandoned %

Inbound abandoned in IVR

Inbound abandoned in queue

Inbound abandoned in queue %

Inbound abandoned while ringing

Inbound dropped by system in IVR

Inbound dropped by system in queue

Inbound dropped by system while ringing

Inbound duration average

Inbound duration total

Inbound emails carried over

Inbound emails carried over from previous day

Inbound emails dispositioned without reply

Inbound emails for existing queued cases

Inbound emails handled

Inbound emails in personal queues now

Inbound emails not accepted

Inbound emails pulled by agent

Inbound emails replied

Inbound emails that created new cases

Inbound handled by agents

Inbound handled by agents %

Inbound handled by agents now

Inbound held

Inbound held, non-transferred

Inbound in IVR now

Inbound in IVR, queue or on agents now

Inbound in queue now

Inbound interactions answered in Service Level % (moving window)

Inbound longest wait now

Inbound queued

Inbound received

Inbound received as transfers

Inbound rejected or missed by agents

Inbound released by agents

Inbound released by callers

Inbound ringing on agents now

Inbound routed to agents

Inbound self serviced

Inbound Service Level target

Inbound Service Level threshold

Inbound short-abandoned in queue

Inbound short-abandoned in queue %

Inbound transferred away

IN Svc Level Day %

Matching agents busy

Matching agents logged-in

Matching agents not ready

Matching agents ready

Net Promoter Score

Number of interactions recategorized from a different service

Number of interactions recategorized to a different service

Number of nonreplies started and discarded by agents

Number of records excluded by DNC lists from active Lists

Occupancy of matching agents

Outbound call attempts

Outbound call attempts in progress now

Outbound calling rate now

Outbound calls abandoned

Outbound calls abandoned %

Outbound calls abandoned in IVR

Outbound calls abandoned in IVR %

Outbound calls abandoned in queue

Outbound calls abandoned in queue %

Outbound calls abandoned while ringing

Outbound calls answered, out of connection speed compliance

Outbound calls answered, out of connection speed compliance %

Outbound calls attempts failed

Outbound calls attempts successful

Outbound calls attempts successful %

Outbound calls dropped in IVR

Outbound calls dropped in queue

Outbound calls dropped while ringing

Outbound calls duration average

Outbound calls duration total

Outbound calls in IVR %

Outbound calls in queue now

Outbound calls queue

Outbound calls rejected or missed by agents

Outbound calls released by agent

Outbound calls released by remote party

Outbound calls ringing on agents now

Outbound calls routed to agents

Outbound calls self serviced

Outbound calls transferred away

Outbound emails in personal queue

Outbound interactions handled by agents (email - send non-replies)

Outbound interactions handled by agents now

Preview duration now

Records attempts

Records attempts %

Records completed in active lists %

Records completions

Records completions %

Records in quota groups that reached quota limits

Records previews

Records skips

Records skips %

Remaining records in active lists

Remaining records with personal agent assignments

Selected Dispositions Percentage

Success rate