From Bright Pattern Documentation
• 5.2 • 5.3
Contents
- Wallboard Builder Reference Guide Introduction
- Purpose
- AudienceWallboard Builder Application
- Accessing Wallboards
- Wallboard Builder Overview
- Requirements
- View Mode
- Edit Mode
- Creating New Wallboards
- MetricsMultiple Wallboards
- Global Wallboards
- Rotating ScreensColors and Style
- Customizing Wallboard Styles
- Alerts
- Title and ControlsStandard Widgets
- About Standard Widgets
- Agent Grid
- Agent State Summary
- Gauge
- News
- Service Grid
- Single Statistic
- 1.1 Settings
- 1.1.1 Title
- 1.1.2 Mode
- 1.1.3 Primary Statistic
- 1.1.3.1 Agents busy with this service
- 1.1.3.2 Average idle time of matching agents
- 1.1.3.3 Average preview time of matching agents
- 1.1.3.4 Break time total
- 1.1.3.5 Callbacks in queue now
- 1.1.3.6 Callbacks requested
- 1.1.3.7 Completed records in active lists
- 1.1.3.8 Completed records with personal agent assignments
- 1.1.3.9 Count of records in all active lists
- 1.1.3.10 Custom Survey Metric 1
- 1.1.3.11 Custom Survey Metric 2
- 1.1.3.12 Customer Satisfaction
- 1.1.3.13 Estimated campaign duration
- 1.1.3.14 Estimated wait time
- 1.1.3.15 First Call Resolution
- 1.1.3.16 Inbound abandoned
- 1.1.3.17 Inbound abandoned %
- 1.1.3.18 Inbound abandoned in IVR
- 1.1.3.19 Inbound abandoned in queue
- 1.1.3.20 Inbound abandoned in queue %
- 1.1.3.21 Inbound abandoned while ringing
- 1.1.3.22 Inbound dropped by system in IVR
- 1.1.3.23 Inbound dropped by system in queue
- 1.1.3.24 Inbound dropped by system while ringing
- 1.1.3.25 Inbound duration average
- 1.1.3.26 Inbound duration total
- 1.1.3.27 Inbound emails carried over
- 1.1.3.28 Inbound emails carried over from previous day
- 1.1.3.29 Inbound emails dispositioned without reply
- 1.1.3.30 Inbound emails for existing queued cases
- 1.1.3.31 Inbound emails handled
- 1.1.3.32 Inbound emails in personal queues now
- 1.1.3.33 Inbound emails not accepted
- 1.1.3.34 Inbound emails pulled by agent
- 1.1.3.35 Inbound emails replied
- 1.1.3.36 Inbound emails that created new cases
- 1.1.3.37 Inbound handled by agents
- 1.1.3.38 Inbound handled by agents %
- 1.1.3.39 Inbound handled by agents now
- 1.1.3.40 Inbound handled unique
- 1.1.3.41 Inbound held
- 1.1.3.42 Inbound held, non-transferred
- 1.1.3.43 Inbound in IVR now
- 1.1.3.44 Inbound in queue now
- 1.1.3.45 Inbound interactions answered in Service Level % (moving window)
- 1.1.3.46 Inbound longest wait now
- 1.1.3.47 Inbound queued
- 1.1.3.48 Inbound queued unique
- 1.1.3.49 Inbound received
- 1.1.3.50 Inbound received as transfers
- 1.1.3.51 Inbound rejected or missed by agents
- 1.1.3.52 Inbound released by agents
- 1.1.3.53 Inbound released by callers
- 1.1.3.54 Inbound ringing on agents now
- 1.1.3.55 Inbound routed to agents
- 1.1.3.56 Inbound self serviced
- 1.1.3.57 Inbound Service Level target
- 1.1.3.58 Inbound Service Level threshold
- 1.1.3.59 Inbound short-abandoned in queue
- 1.1.3.60 Inbound short-abandoned in queue %
- 1.1.3.61 Inbound transferred away
- 1.1.3.62 Matching agents busy
- 1.1.3.63 Matching agents logged-in
- 1.1.3.64 Matching agents not ready
- 1.1.3.65 Matching agents ready
- 1.1.3.66 Net Promoter Score
- 1.1.3.67 Number of interactions recategorized from a different service
- 1.1.3.68 Number of interactions recategorized to a different service
- 1.1.3.69 Number of nonreplies started and discarded by agents
- 1.1.3.70 Number of records excluded by DNC lists from active Lists
- 1.1.3.71 Occupancy of matching agents
- 1.1.3.72 Outbound call attempts
- 1.1.3.73 Outbound call attempts in progress now
- 1.1.3.74 Outbound calling rate now
- 1.1.3.75 Outbound calls abandoned
- 1.1.3.76 Outbound calls abandoned %
- 1.1.3.77 Outbound calls abandoned in IVR
- 1.1.3.78 Outbound calls abandoned in IVR %
- 1.1.3.79 Outbound calls abandoned in queue
- 1.1.3.80 Outbound calls abandoned in queue %
- 1.1.3.81 Outbound calls abandoned while ringing
- 1.1.3.82 Outbound calls answered, out of connection speed compliance
- 1.1.3.83 Outbound calls answered, out of connection speed compliance %
- 1.1.3.84 Outbound calls attempts failed
- 1.1.3.85 Outbound calls attempts successful
- 1.1.3.86 Outbound calls attempts successful %
- 1.1.3.87 Outbound calls dropped in IVR
- 1.1.3.88 Outbound calls dropped in queue
- 1.1.3.89 Outbound calls dropped while ringing
- 1.1.3.90 Outbound calls duration average
- 1.1.3.91 Outbound calls duration total
- 1.1.3.92 Outbound calls in IVR %
- 1.1.3.93 Outbound calls in queue now
- 1.1.3.94 Outbound calls queue
- 1.1.3.95 Outbound calls rejected or missed by agents
- 1.1.3.96 Outbound calls released by agent
- 1.1.3.97 Outbound calls released by remote party
- 1.1.3.98 Outbound calls ringing on agents now
- 1.1.3.99 Outbound calls routed to agents
- 1.1.3.100 Outbound calls self serviced
- 1.1.3.101 Outbound calls transferred away
- 1.1.3.102 Outbound emails in personal queue
- 1.1.3.103 Outbound interactions handled by agents (email - send non-replies)
- 1.1.3.104 Outbound interactions handled by agents now
- 1.1.3.105 Preview duration now
- 1.1.3.106 Records attempts
- 1.1.3.107 Records attempts %
- 1.1.3.108 Records completed in active lists %
- 1.1.3.109 Records completions
- 1.1.3.110 Records completions %
- 1.1.3.111 Records Dialable Right Now (Dialable)
- 1.1.3.112 Records in quota groups that reached quota limits
- 1.1.3.113 Records previews
- 1.1.3.114 Records skips
- 1.1.3.115 Records skips %
- 1.1.3.116 Remaining records in active lists
- 1.1.3.117 Remaining records with personal agent assignments
- 1.1.3.118 Success rate
- 1.1.3.119 services
- 1.1.3.120 enable warning sound
- 1.1.3.121 enable gauge display
- 1.1.4 Secondary Statistic
- 1.1 Settings
- Text
- Time
- ImageTime Series Widgets
- About Time Series Widgets
- Time Series WidgetsUser Widgets
- About User Widgets
- Break Time
- Dispositions
- My Stats vs. My Team's
- Satisfaction
- AgendaCopy from Existing Widgets
- About Copy from Existing Widgets
Single Statistic
The Single Statistic widget presents one type of statistic or metric for a given service interaction.
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:
- warning threshold - Causes the gauge to change color when exceeded
- alert threshold - Plays a warning sound when exceeded
- max threshold - The most that can be displayed
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.
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.