About Standard Widgets

Bright Pattern Documentation

Generated: 6/25/2021 8:10 am
Content is available under license unless otherwise noted.


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.




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