Wallboard Builder Reference Guide

Bright Pattern Documentation

Generated: 9/25/2021 7:06 am
Content is available under license unless otherwise noted.

Purpose

The Bright Pattern Contact Center Wallboard Builder Reference Guide describes the elements of the Wallboard Builder application that are used for viewing and editing wallboards in the Agent Desktop application.

The Wallboard Builder application enables you to customize the look and display of your contact center’s wallboard. Cards and cells can be added, deleted, scaled, and expanded using mouseovers, click-and-drag, and drag-and-drop movements. In Agent Desktop, wallboards are shown in either Edit mode or Display mode. Users with the privilege Customize Wallboards may edit a wallboard’s layout.

Wallboard localization is supported in English, German, and Japanese.

For information about granting privileges for customizing, pushing, and pulling wallboards, refer to the Contact Center Administrator Guide.


Viewing a customized wallboard




Audience

The Bright Pattern Wallboard Builder Reference Guide is intended for 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.



Accessing Wallboards

Bright Pattern Wallboards are launched from within the Agent Desktop application.

Logged-in users of Agent Desktop who have the required privileges to view, edit, or use Wallboards will see the Wallboard-Icon-50.png icon at the top right of the Agent Desktop user interface. Clicking on the Wallboard icon will open the Wallboards in a separate browser tab or window.

AD-Menu-Items-53.PNG


Because Bright Pattern offers single sign-on (SSO) functionality for the contact center platform, separate login to Wallboards is not required. If you are logged in to Agent Desktop and you then navigate to Wallboards, you will find yourself already logged in to Wallboards.



Wallboard Builder Overview

A wallboard is displayed as a grid of 12 x 12 cells, containing cards; these cards display configurable widgets. A wallboard is shown in either View mode or Edit mode.

In View mode, widgets display real-time statistics and metrics for various services, teams, and agents. In Edit mode, the same widgets are displayed along with the control elements to edit, add, or remove them.

To switch between View and Edit mode, select the Menu Wallboard-Menu-Selector-50.jpg icon in the upper right-hand corner and choose the desired option.


Editing a wallboard




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.


There are three privileges related to the wallboard application:

  1. Access Real-time Stats API - When enabled, this privilege allows users to view created wallboards. Also, this privilege allows the wallboard icon to appear on the Agent Desktop home screen.
  2. Customize Wallboards - This privilege allows users with access to wallboards to create and customize them.
  3. Push/Pull Global Wallboards - This privilege allows users with access to wallboards Push/Pull functionality.


If you are not sure if you have the appropriate wallboard privileges, contact your system administrator.




View Mode

In View mode, the wallboard's Grid, Settings, and Remove icons are hidden from view, and no changes can be made to the wallboard itself.

The wallboard displays the following elements:


A wallboard in view mode


Title

The title is the identifying name of the wallboard, and it is shown at the top of the screen with a large font size. The title is important because it is what is displayed in the list of wallboards that may be selected. The more descriptive and specific the wallboard title is, the easier it is to select the desired one for the task at hand.


The title of the wallboard is shown at the top of the wallboard


The Wallboard-Title-Arrow-316.png down arrow is used to select which wallboard to view. If no wallboards are defined, a default wallboard layout is shown in Edit mode.


Personal and saved global wallboards are listed


Menu

When clicked, the wallboard menu displays actions that may be taken for the selected wallboard.

These actions are described as follows:


Wallboard menu actions


Note the following:


Wallboard Selection Arrows

The arrows shown beside the wallboard menu are used for flipping between your personal wallboards and pulled global wallboards. Click the left and right arrows to navigate through your saved wallboards.


Wallboard selection arrows


To view a list of all of your saved wallboards, click the wallboard title's down arrow.


Cards

In View mode, the selected wallboard's cards (i.e., cells) are shown in whichever way they were created and saved. Cards display widgets with statistics, metrics, news or announcements, summary charts, and so forth. If cards have not been configured, they are shown empty.

For more information about cards and their contents, see section Widgets.


Wallboard cards/cells are shown


Switching Between View Mode and Edit Mode

The Settings Wallboard-Edit-Icon-316.png icon appears upon mouseover only, and it is hidden when the cursor moves away from the icon. Clicking the Settings icon switches the Agent Desktop dashboard into Edit mode and opens the configuration dialog for the widget to be edited.

It is also possible to switch to Edit mode via the wallboard menu. Click the Menu Wallboard-Menu-Selector-50.jpg icon and select Edit.


Automatic Screen Rotation

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. For more information, please see Rotating Screens.




Edit Mode

Users with the privilege Customize Wallboards may edit a wallboard’s layout. If you have been granted the privilege, your wallboards will be displayed in Edit mode with wallboard control elements visible. You can select and edit various parts of the wallboard by clicking or mousing over them.

For information about granting privileges for customizing, pushing, and pulling wallboards, refer to the Contact Center Administrator Guide.


A wallboard in edit mode


Cells

A wallboard is a grid of 12 x 12 cells, which contain information, stats, and metrics. When launching the Wallboard Builder application, if your wallboard has not been configured yet, you will see a grid of 12 cards and/or empty cells, as shown.


Dark-Wallboard-Grid-316.png

If you have the privilege to customize wallboards, the wallboard will be shown in Edit mode, and mousing over a card or cell will enable you to click to edit it. Clicking on any cell creates a new 2 x 2 card if there is space available. It is also possible to create a card by click-dragging across cells.

Note that the size of the card is a multiple of grid cells, and the minimum card size is 2 x 2.

There are two standard color schemes from which to choose: dark (black background and grey cards) and light (light grey background and white cards).


Cards

When mousing over an empty card, graphics for editing the card appear. At the center of each empty card is a “focus bracket” that shows where a card can be placed.


Wallboard focus bracket


When clicked, the plus sign graphic will show a widget selector that allows you to choose the type of widget to be placed in the card.


Select a Widget window


To delete the card and its contents, if any, click the Delete Wallboard-Builder-Delete-Icon-316.png icon located in the upper right-hand corner of the card.


Resizing and Moving Cards

In addition to changing a card's contents, it is possible to change a card's size and placement on the grid.

To resize a card:

Click and drag the corner of the card until it is the desired size. Note that a resized card cannot overlap with another card on the grid.

To move a card:

Drag and drop it onto an empty space on the grid. As with a resized card, a dragged card can be dropped onto empty spaces only, and the cards cannot overlap.


Widget Selector

Widgets are used to display metrics, statistics, news, and other specific information in real-time on your wallboard. Widgets are added to cards on your wallboard using the widget selector. Mousing over a widget highlights it.


You can add a widget to a card by making a selection in the widget selector.


The widget selector groups widgets into three categories:

Widgets from other wallboards are shown in the widget selector according to their configuration and titles.

To select a widget and add it to a card, click on a widget shown in the widget selector. A widget configuration screen will open, presenting widget-specific properties and settings to edit.

Cards that already have defined widgets will display a Delete icon, a Configure icon, and the title and actual data for the widget according to its configuration.


Scalable Display

When displayed, a wallboard scales to the all available space on the Agent Desktop. This means that cards do not keep their aspect ratio (e.g., it is impossible to ensure that cards are always square). Widget content is scaled according to the widget design.

The selector dialog can expand vertically to fit the Agent Desktop. If there are too many items in a section, a scroll bar appears.




Creating New Wallboards

If you have the privilege to edit wallboards, you are also enabled to create new wallboards.

Wallboards can be created either from scratch or from one of five out-of-the-box templates. Because templates are preformatted with widgets and a standard layout, they allow you to build standard wallboards and customize them quickly.


How to Create a New Wallboard

  1. At the top of the page, click the Menu Wallboard-Menu-Icon-316.png icon.

  2. From the drop-down list that appears, select New.

    Select "New" to create a new wallboard
    .

  3. In the New Wallboard dialog that appears, select the desired wallboard template.

    Wallboard template selector


Templates

Templates are available to create the following types of prefab wallboards:


Empty

The Empty template is a blank wallboard that shows a grid of empty cards. No statistics are preconfigured. This wallboard is the type to select when creating a new wallboard from scratch, when you do not wish to use any other template available.


Empty wallboard


Outbound Campaigns

The Outbound Campaigns template contains statistics related to the outbound campaigns that your team is assigned to handle.

The following statistics are included:


Outbound Campaigns wallboard template


Contact Center Overview

The Contact Center Overview template presents a broad overview of your contact center's activities.

The following statistics are included:


Contact Center Overview wallboard template


Inbound Wallboard

The Inbound Wallboard template contains statistics that are relevant to your team's inbound interactions.

The following statistics are included:


Inbound wallboard template


All Agents

The All Agents template presents a list view of selected agents from your team. To edit the preconfigured list of agent statistics, click the Edit icon at the top right of the wallboard template. This opens the Select Grid Options window, where you can select teams to show and sort/filter the agents in the list.


The following statistics are included:


All Agents wallboard template


Email Wallboard

The Email Wallboard template contains statistics that are relevant to your team's email queues.

The following statistics are included:


Email wallboard template





Metrics

The Wallboard Builder utilizes real-time metrics to populate the widgets. Real-time metrics pull data from various areas in Agent Desktop and are constantly updated in real-time (every few seconds) to reflect the current status of your contact center operations.


For a complete list of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide. 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. 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



Global Wallboards

Wallboards can be created and saved locally to your Agent Desktop as personal wallboards, or they can be created and exported to a global pool for everyone in your contact center to access.

Both global wallboards and personal wallboards are listed by title in a drop-down list at the upper left-hand corner of the screen. To access it, click the down icon Wallboard-Selector-Icon-316.png beside the current wallboard's title.


Select a wallboard from the list


Push/Pull Functionality

The capability to push personal wallboards to a global scope or pull global wallboards and keep them as personal, is enabled via a privilege set by your system administrator. For more information on the privilege Push/Pull Global Wallboards, see the Contact Center Administrator Guide, section Privileges.

Note that only personal wallboards can be renamed, deleted, or pushed to global, and only global wallboards can be pulled from global. When duplicating a global wallboard, the duplicate appears in your list of personal wallboards.


How to Push to Global

To push a wallboard to global, follow these steps:

  1. Click the wallboard selection arrow beside the wallboard title and select the name of the desired personal wallboard to share. The personal wallboard will be displayed.
    Select-Personal-316.png
  2. Navigate to the Wallboard menu at the upper right-hand part of the screen.
  3. Click the menu icon Wallboard-Menu-Icon-316.png.
  4. Select Push to global. Note that if you do not have the privilege Push/Pull Global Wallboards, the menu will not display the option to push or pull global wallboards.
    Wallboards are pushed from personal to global via the Menu


The wallboard is then removed from your personal wallboards and placed in global wallboards.


Pushed Wallboards are removed from personal and placed in global wallboards


How to Pull from Global

To pull a wallboard from global, follow these steps:

  1. Click the wallboard selection arrow beside the wallboard title and select the name of the desired global wallboard to get. The global wallboard will be displayed.
    Select-Global-316.png
  2. Navigate to the Wallboard menu at the upper right-hand part of the screen.
  3. Click the menu icon Wallboard-Menu-Icon-316.png.
  4. Select Pull from global. Note that if you do not have the privilege Push/Pull Global Wallboards, the menu will not display the option to push or pull global wallboards.
    Wallboards are pulled from global via the Menu


The wallboard is then pulled from global wallboards and placed in your personal wallboards, as shown.


Pulled wallboards are placed in your personal wallboards

Supervisor Usage

Supervisors with the privilege Customize Wallboards and Push/Pull Global Wallboards can create wallboards to be used by their assigned teams. This capability allows agents on the same teams to view the same metrics, statistics, and information. After creating custom wallboards, supervisors can push the wallboards to global, and agents can pull the wallboard from global to appear on their Agent Desktop home screens.

For more information on customization, see section Customizing Wallboard Styles.

Upon opening the Wallboard Builder application, both agents and supervisors will see (in View mode) the last wallboard they viewed during their previous login session. If no wallboards were viewed, any of the global wallboards available will be shown instead.

To view the desired global wallboard (if it is not displayed already) agents must click the Wallboard-Title-Arrow-316.png down arrow beside the wallboard title and select the desired global wallboard from the list.





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.

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



Customizing Wallboard Styles

Users with the privilege Customize Wallboards can change the theme of their personal wallboards, choosing from the light or black themes that are available out-of-the-box. Note that only personal wallboards and global wallboards pulled and saved to your personal wallboards section may be edited.

To change the theme, click the Color-Selector-316.png located at the top of your wallboard screen. The theme selector will display the available options.


Light theme


Black theme




Alerts

Alert conditions are defined for each statistic in the Single Statistic settings. See section Single Stat for more information.


Single Statistic settings


When an alert condition is triggered, the Single Statistic changes its background, font, and border colors, and it plays the alert sound (if defined) and periodically (if specified). See section Customizing Wallboard Styles for more information.



Title and Controls

In View mode, the following fields and controls are always shown:


Wallboard title, controls, and Menu


A user with a privilege Customize Wallboards has additional elements that appear on the wallboard while in Edit mode:


Wallboard controls are shown while in Edit mode


Hide Title Bar

An option in the menu called Hide Title Bar controls the title and controls display in View mode. If the Hide Title Bar option is enabled, it is hidden until the user’s mouse hovers over the border area over the top row of cards (i.e., spaces on the wallboard). When Hide Title Bar is disabled, the title reappears, shifting the content down on the display. Once the mouse has left the title area, the title disappears, shifting the content up.


Wallboard view with Hide Title Bar enabled


Hide Title Bar enabled - "mouse over" view

Font Size Views

While in Edit mode, the font size control allows you to adjust the header font size in widgets as well as the text font size in the Agent Grid widget and the Service Grid widget. Enlarging the font size in grids widgets is useful for examining the detailed information they contain. The font slider has seven presets, allowing you to determine the best size for your wallboard. The following images illustrate how the enlarged text looks in an Agent Grid widget. Note that enlarged text works best with fewer widgets.


An Agent Grid at preset 1


An Agent Grid widget at preset 4


An Agent Grid widget at preset 7



About Standard Widgets

Standard widgets contain data relating to the general performance of your contact center and your team. Also included are widgets that allow team communication, such as chat messages, calendar items, and images.


An example wallboard containing all standard widgets


Selection of Widgets

The following is a list of standard widgets you may add to the cards in your wallboard. To learn more about these widgets, select from the following links:

To add a standard widget to your wallboard, you must be in Edit mode. Click inside an empty card or draw a card on an empty wallboard spot; both actions will bring up the widget selector. Click on the widget type you want, configure its settings, and it will populate the card.


Standard widget selector




Agent Grid

The Agent Grid widget provides information about a specified selection of agents on a team. Real-time metrics shown on this widget can help supervisors and agents understand team performance, view the status of other agents (e.g., Ready or Not Ready), and more.

The grid shows the following information about agents:


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets.


Settings for the Agent Grid widget


Title

Title is the title of the widget. Widget titles, along with their icons, are displayed in the widget selector.

Show only

You can select the teams or states to be shown on the widget. Choose from selected teams or selected states.

If selected states is chosen, a dialog will open with the available states that can be selected. You may also limit the agents shown to only agents on your subteams or by logged-in agents.

Selected teams are chosen in the same way. Note that teams not assigned to the editing user will not be displayed or included in the calculation. The display is limited to the editing user’s assigned teams.


Select Agents by State


Column headings

Selecting the enable checkbox enables the column headings to be shown on the widget.

Max items to show

Enter the maximum number of items to be shown on the widget.

Columns

Agent names and metrics are displayed in Columns. Note that first+last is a formula field.

Order

You can specify the order (i.e., 1, 2, 3) in which agents and their metrics are displayed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.

Statistic

Statistic is the name of the statistic that will be shown on the widget.

Sort

Sort will sort the agents and agent statistics listed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.

Column title

In the Columns section of the widget settings, the Title field allows you to rename the statistic's title.


Control Options

In the Settings dialog window shown, notice the control options. These are used to select, sort, delete, and move items in and out of the widget's columns.

Note the following:


Agents Ahead of Me

The Sort settings of the Agent Grid widget can be modified so that agents can see if there are any other agents in front for them for receiving the next call. The Agent Grid widget will list the top 10 agents from all teams, which are sorted by status and metrics in the following order:


Logged-in agents who have this widget on their wallboards will see their names highlighted in the list. If there are no logged-in agents, the widget shows nothing and “No agents logged in."

In the example shown, the Agent Grid's title has been changed to "Agents in Front of Me" and the widget shows the agents' first and last name, state, and the duration in state or idle time (i.e., the time since login or the last interaction).


Ten agents from all teams are listed with their names, states, and duration in state


Statistics

For the Agent Grid widget, the following real-time statistics and user properties may be selected.

Active Item: Direction

Active Item: Direction indicates whether the service for the interaction the agent is currently handling is inbound or outbound.

Active Item: Flagged

Active Item: Flagged indicates if the interaction the agent is currently handling is flagged.

Active Item: Hold Duration

Active Item: Hold Duration displays the current amount of time a customer has spent on hold for the interaction the agent is currently handling.

Active Item: Media

Active Item: Media is the media type (e.g., voice, chat, email) of the interaction that the agent is currently handling.

Active Item: Monitor Mode

For supervisors, Active Item: Monitor Mode indicates what monitor mode they are in.

Active Item: Party Name

Active Item: Party Name is the name of the customer from the interaction the agent is currently handling.

Active Item: Sentiment

Active Item: Sentiment is the sentiment score of the interaction the agent is currently handling. The score indicates how negative or positive the current interaction is, based on sentiment analysis. A score value below -0.05 is considered negative and a value above 0.05 is considered positive. A value in between -0.05 and 0.05 is considered neutral.

Active Item: Service

Active Item: Service is the service of the interaction that the agent is currently handling.

Active Item: State

Active Item: State is the agent's state in the interaction that the agent is currently handling.

Active Item: Talk Duration

Active Item: Talk Duration is the time an agent has spent talking on the current call (i.e., the time from the moment the call was answered minus any hold time). For chat sessions, this metric represents current chat session duration during which this chat session was shown to the agent (i.e., was selected in Active Communication List). If the agent is handling several chat sessions concurrently, only one selected session at a time is counted.

Average Handle Time

Average Idle Time

Average Preview Duration

Break Time

Calendar Events

Calendar Events Overdue

Count of Selected Dispositions

Custom Survey Metric 1

Custom Survey Metric 2

Customer Satisfaction

Extension

Extension is the agent's extension number.

First Call Resolution

First Name Last Name

First Name Last Name is the agent's first name followed by the last name.

Inbound duration average

Inbound duration total

Inbound emails dispositioned without reply

Inbound emails handled

Inbound emails in personal queues now

Inbound emails offered

Inbound emails pulled by agent

Inbound emails replied

Inbound emails unanswered

Inbound handled

Inbound handled now

Inbound held

Inbound held, non-transferred

Inbound rejected or missed by agents

Inbound released by agents

Inbound transferred away

Inbound transfers received

Last Name First Name

Last Name First Name is the agent's last name followed by the first name.

Login duration

Login duration is the total amount of time an agent has been logged in to their current Agent Desktop session.

Net Promoter Score

Next Not Ready State

Next Not Ready State indicates what an agent's next Not Ready state will be. For more information about agent state, see How to Interpret Your Current State Information in the Agent Guide.

Next State

Next State indicates what an agent's next state will be, e.g. Break, Lunch, etc.

Not Ready Reason

This statistic presents the reason for an agent not being ready to handle interactions.

For more information on agent states and Not Ready reasons, see the Agent Guide, section How to Interpret Your Current State Information.

Number of interactions recategorized to a different service

Number of nonreplies started and discarded by agents

Occupancy

Outbound calls duration average

Outbound calls duration total

Outbound calls rejected or missed by agents

Outbound emails in personal queue

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

Preview duration now

Records previews

Records skips

Records skips %

Selected Dispositions Percentage

State

State is the name of the agent state, such as Logged out, Not Ready, ACW, Ready, and Busy.

State duration

State duration is the amount of time the agent has been in a current state.

State icon

This field is the icon associated with the agent state, such as the icons for Logged out, Not Ready, ACW, Ready, and Busy.

Success rate

Team Name

Team Name is the name of the agent's team.





Agent State Summary

The Agent State Summary chart widget displays agent state metrics in the form of a pie chart, for at-a-glance viewing.


Agent State Summary


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Agent State Summary settings are as follows.


Agent State Summary Chart settings


Title

Title is the title of the widget. Widget titles, along with their icons, are displayed in the widget selector.

Show only

Select the Show only checkbox in order to choose and display selected teams on the widget. To choose the teams, click selected teams.

Select Teams

The Select Teams window allows you to include teams on the widget. Select the desired teams on the left-hand side of the dialog, and use the arrow buttons to move them to the right-hand side of the dialog.


Agent States

Agent States may be selected to be included in the Agent State Summary Chart. Such states include ACW, Not Ready, and more.





Gauge

Gauge is a display type for a single statistic widget. On a Gauge widget, information is presented in a meter-like (i.e., gauge-like display) for one statistic or metric only. You may add a standalone Gauge widget to your wallboard, or you may enable gauge display for any other type of primary single statistic on your wallboard.


Gauge widget


Settings

Gauge Settings


Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Gauge settings are as follows.

Title

Title is the name of the statistic widget. Widget titles, along with their icons, are displayed in the widget selector.

Mode

The default mode for gauge is Gauge; however, it is possible to change the mode to Single Statistic.

Primary Statistic

The Primary Statistic is the main single statistic to be shown in the widget.

The drop-down menu provides the following single statistics from which to choose:

services

Clicking the services link allows you to select and add the available services that are associated with the single statistic.

enable warning sound

Selecting the enable warning sound checkbox enables the Agent Desktop to play a warning sound whenever service level thresholds are exceeded for the given statistic or metric.

enable gauge display

Selecting the enable gauge display checkbox will cause the widget to change its appearance when certain thresholds are exceeded (see below).

When gauge display is enabled, the following values may be defined:

Note: Deselecting the enable gauge display checkbox will cause the Secondary Statistic field to appear, allowing you to add a second statistic to the widget.



News

This widget is reserved for future use.


News widget settings






Service Grid

The Service Grid widget provides information about a specified selection of services.


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Service Grid settings are as follows.


Service Grid control settings


Title

Title is the title of the widget. Widget titles, along with their icons, are displayed in the widget selector.

Show only

You can select the selected dispositions or selected services to be shown on the widget. If selected dispositions is chosen, a dialog will open with the available dispositions that can be included for the service.

Selected services are included in the widget in the same way. Selected services also may be called from any single service statistic. Note that services not assigned to the editing user will not be displayed or included in calculation. The display is limited to the editing user’s assigned services.


Select dispositions for a service by clicking the left and right arrows


Column headings

Selecting the enable checkbox enables the column headings to be shown on the widget.

Max items to show

Enter the maximum number of items to be shown on the widget.

Columns

Service metrics are displayed in Columns. You can specify the information to be shown in each column.

Order

Order affects the order in which service metrics are displayed in the widget.

Sort

Sort will sort the services and metrics listed in the widget.

Title

The Title field allows you to rename the Service Grid columns.


Statistic

For the Service Grid widget, the following service metrics may be selected.

For more information on service metrics, see the Reporting Reference Guide, section Service Metrics Report.


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

Callbacks in queue now

Callbacks requested

Completed records in active lists

Completed records with personal agent assignments

Count of records in all active lists

Count of selected dispositions

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 replied

Inbound emails that created new cases

Inbound handled by agents

Inbound handled by agents %

Inbound handled by agents now

Inbound handled unique

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 queued unique

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

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 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 calls abandoned

Outbound calls abandoned %

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 successful

Outbound calls attempts successful %

Outbound calls attempts failed

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 rejected or missed by agents

Outbound calls released by agent

Outbound calls ringing on agents now

Outbound calls routed to agents

Outbound calls self serviced

Outbound calls transferred away

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

Outbound interactions handled by agents now

Records attempts

Records attempts %

Records completed in active lists %

Records completions

Records completions %

Records dialable right now (Dialable)

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

Service Name

Service Name is the name of the service.


Control Options

In the Settings dialog window, notice the control options. These are used to select, sort, delete, and move items in and out of the widget's columns.

Note the following:




Single Statistic

The Single Statistic widget presents one type of statistic or metric for a given service interaction.

Settings

Single Statistic settings


Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Single Statistic settings are as follows.


Title

Title is the name of the statistic widget. Widget titles, along with their icons, are displayed in the widget selector.

Mode

The default mode for single statistic is Single Statistic; however, it is possible to change the mode to Gauge.

Primary Statistic

The Primary Statistic is the main single statistic to be shown in the widget.

The drop-down menu provides the following single statistics from which to choose:

Agents busy with this service
Average idle time of matching agents
Average preview time of matching agents
Break time total
Callbacks in queue now
Callbacks requested
Completed records in active lists
Completed records with personal agent assignments
Count of records in all active lists
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 handled unique
Inbound held
Inbound held, non-transferred
Inbound in IVR now
Inbound in queue now
Inbound interactions answered in Service Level % (moving window)
Inbound longest wait now
Inbound queued
Inbound queued unique
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
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 Dialable Right Now (Dialable)
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
Success rate

services

Clicking the services link allows you to select and add the available services that are associated with the single statistic.

enable warning sound

Selecting the enable warning sound checkbox enables the Agent Desktop to play a warning sound whenever service level thresholds are exceeded for the given statistic or metric.

enable gauge display

Selecting the enable gauge display checkbox will cause the widget to change its appearance when certain thresholds are exceeded (see below).

When gauge display is enabled, the following values may be defined:

Note: Deselecting the enable gauge display checkbox will cause the Secondary Statistic field to appear, allowing you to add a second statistic to the widget.


Gauge Display for Single Statistic widget

Secondary Statistic

The Secondary Statistic is a second statistic to be included in the widget, if desired. It is formatted as a percentage or duration. Possible secondary statistics are the same as those for the Primary Statistic described above.




Text

The Text widget allows you to add free-form comments or notes to the wallboard.


Wallboard Text widget


Settings

Text widget settings


Title

The Title is the unique name of this Text widget that will be shown on the wallboard. Enter any title you like.

Text

Text is the text to be shown on the wallboard. Use the text field to enter notes, comments, reminders, or anything that you wish to be shown on your wallboard.



Time

The Time widget displays the current date and time; there are no settings for this widget.


Time widget



Image

The Image widget allows you to upload an image to your wallboard.

Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Image settings are as follows.


Image widget settings


Select Image

The Select Image setting is where you select the image to upload. Click the Upload button to upload the selected image.

Image

Image displays the file name of the uploaded image.

Style

The Style setting controls how the uploaded image is displayed within the widget; there are two options: Contain and Cover

Contain

The Contain display option contains the image within the boundaries of the widget.


Image with Contain display


Cover

The Cover display option centers and stretches the image to fill the entire widget.


Image with Cover display




About Time Series Widgets

Time series widgets display data from team or service related metrics and charts them over regular time intervals. This visualized data allows you to monitor performance at a glance and analyze it over short or long periods of time. When regular performance levels are known, time series graphs also help you to recognize if something abnormal is happening in your contact center.

Note that Time Series widgets are enabled by service providers; for more information, contact your provider.

Widget Selection

To add time series widgets to your wallboard, you must be in Edit mode. Click inside an empty cards or draw a card on an empty wallboard spot; both actions will bring up the widget selector. Click on the widget type you want, configure its settings, and it will populate the card.

For more information, see Time Series Widgets.


Time series widget selector







Time Series Widgets

Time Series widgets display data from team or service related statistics and chart them over regular time intervals. Each statistic is displayed on the chart's Y-axis (i.e., vertically), while the selected time interval is displayed on the X-axis of the chart (i.e., horizontally). The visualized data allows you to monitor performance at a glance and analyze it over short or long periods of time.


A time series widget displaying teams information


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Time Series settings are as follows.

Title

The Title setting allows you to name your widget.

Series Type

There are two series types available for display: Services and Teams. Series type is displayed as a statistic on the Y-axis; the value of each statistic is noted per statistic type. The series type statistics are as follows.

Services Statistics

Statistic Value
Inbound in queue now number of calls
Inbound in IVR, queue or on agents now number of calls
Inbound interactions answered in Service Level % (moving window) number of calls
Inbound in IVR now number of calls
Inbound received number of calls
Inbound abandoned number of calls

Teams Statistics

Statistic Value
Matching agents busy number of agents
Matching agents logged-in number of agents
Matching agents ready number of agents
Matching agents not ready number of agents
Occupancy of matching agents percentage

Time Range

For both Service and Team monitoring, the following time intervals are available for display on the X-axis of the chart:




About User Widgets

User widgets contain data related to an individual user; they are also featured in the My Grades section of Agent Desktop.


An example wallboard containing all user widgets


Selection of Widgets

The following is a list of user widgets you may add to the cards in your wallboard. To learn more about these widgets, select from the following links:

To add a user widget to your wallboard, you must be in Edit mode. Click inside an empty card or draw a card on an empty wallboard spot; both actions will bring up the widget selector. Click on the widget type you want, configure its settings, and it will populate the card.


User widget selector


User Widgets Menu Option

The wallboard Menu contains the option User Widgets. This option allows you to select and apply the statistics of a member of your team to all user widgets configured in a wallboard.

To configure this option, first select User Widgets. Once selected, a settings box will open. Select the desired team member from the Global User drop-down menu; the default selection is Logged in User. When you click OK, this user's statistics will be applied to all user widgets. If you do not wish to proceed with this option, click Cancel.


User Widgets menu option settings



Break Time

The Break Time widget displays an agent's total idle time out of their allotted Break time. If you hover your cursor over the widget, you may highlight either the break or idle time.


Display of the user widget Break Time


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Break Time settings are as follows.


Agent setting with Logged in User selected


Agent

The Agent setting allows you to select any member of your team(s) or Logged in User (i.e., yourself) for display; the default is Logged in User.


Agent setting with user selected



Dispositions

The Dispositions widget displays a count of all dispositions that have been assigned to handled tasks. If you hover your cursor over the widget, you may highlight information about any of the displayed dispositions.


Dispositions widget displaying an agent's statistics


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Dispositions settings are as follows.


Agent setting with Logged in User selected


Agent

The Agent setting allows you to select any member of your team(s) or Logged in User (i.e., yourself) for display; the default is Logged in User.


Agent setting with user selected



My Stats vs. My Team's

The My Stats vs. My Team's widget displays metrics of an agent's performance against their team's. The following metrics are displayed in the widget:

Displays the number of interactions handled by agents for the day

Displays the average amount of time spent handling and completing interactions

Displays the percentage of calls that received the Success disposition type


If you hover your cursor over the widget, you may highlight information about any of the displayed metrics.


My Stats user widget displaying an agent's statistics


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. My Stats settings are as follows.


Agent setting with Logged in User selected


Agent

The Agent setting allows you to select any member of your team(s) or Logged in User (i.e., yourself) for display; the default is Logged in User.


Agent setting with user selected



Satisfaction

The Satisfaction widget displays customer satisfaction real-time metrics related to an individual agent. The following metrics are displayed:


Satisfaction user widget displaying an agent's statistics


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Satisfaction settings are as follows.


Agent setting with Logged in User selected


Agent

The Agent setting allows you to select any member of your team(s) or Logged in User (i.e., yourself) for display; the default is Logged in User.


Agent setting with user selected



Agenda

The Agenda widget displays upcoming agenda items from an agent's Calendar. If there is no agenda, the widget display will be empty.

The widget shows a schedule for today based on the current time (all items currently in progress and scheduled later than the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than two hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.


Agenda user widget displaying an agent's schedule


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Agenda settings are as follows.


Agent setting with Logged in User selected


Agent

The Agent setting allows you to select any member of your team(s) or Logged in User (i.e., yourself) for display; the default is Logged in User.


Agent setting with user selected



About Copy from Existing Widgets

Copy from Existing wallboard widgets are widgets that are configured in other wallboards. The Copy from Existing option allows you to import any configured widget into a new wallboard card.


An example wallboard containing widgets that were copied from existing widgets


How to Copy from Existing Widgets

To copy an existing widget into a new card, follow these steps:

  1. Select Edit from the menu; this will allow you to make changes to a wallboard
  2. Click inside an empty card or draw a card on an empty wallboard spot; both actions will bring up the widget selector.
  3. Under Category, choose Copy from Existing.
  4. Under Choose from other wallboard, select the existing widget you want to copy. Note: Widgets are displayed alphabetically - first by wallboard name, then widget name (e.g., "Outbound Campaigns: Occupancy").
  5. Once selected, the copied widget will populate the card.


Existing widgets are listed alphabetically