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Wallboards

Overview

Wallboards enhance the ability to oversee operations efficiently and effectively. Contact Center Administrators and Supervisors can create, edit, and delete the wallboards. Their fixed, high-resolution display ensures that users can access clear and consistent information, suitable for high-definition screens and full-screen viewing.

Launch Wallboard

Steps to launch the wallboard:

  1. Click the (...) icon and click Launch Wallboard. The Wallboard is displayed in a new browser tab.
    Launch Wallboard

    You can also access wallboards by going to Contact Center AI > Analytics > CONTACT CENTER > Wallboards.
    Wallboards Page

  2. The data on the dashboard is refreshed after 60 seconds. The data in the live widgets refreshes every second.

    Center Wide
    Centerwide Wallboard

    Queue Specific
    Centerwide Wallboard

Wallboard Widgets

The following widgets on the wallboard show data related to the KPIs of the contact center for the configured time duration.

Center Wide

  • The wallboard name is displayed at the top of the wallboard.
    Wallboard Name

  • The top section of the wallboard shows the following widgets:
    Top Widgets

    Name Live/Time based Description
    Waiting Live Count of all conversations waiting in all queues.
    With Agent Live Count of all conversations currently with Agents.
    Longest Wait Live Duration of the longest wait of any conversation currently in a waiting state.
    Overdue Live Count of all conversations currently overdue with Agents.
    Handled Time-based Count of all conversations handled (completed) by the contact center.
    Closed Time-based Count of all conversations closed properly by agents at the contact center.
    Abandoned Time-based Count of all conversations abandoned by users in queues.
    Avg. Speed To Answer (ASA) Time-based ASA of all conversations.

  • The bottom section of the wallboard shows the following data related to the queues.
    Bottom Table

    Name Live/Time based Description
    Queues NA Names of the configured queues.
    Offered Time-based Count of all conversations offered in the queue.
    Waiting Live Count of all conversations waiting in the queue.
    Load Live The current load on the queue in percentage.
    CSAT Time-based Average CSAT of all conversations in this queue/count of all conversations with CSAT in the queue.
    Long Wait Live Duration of the longest wait by any conversation currently waiting in the queue.
    Closed Time-based Count of conversations closed properly in the queue.

Queue Specific

  • The wallboard name is displayed at the top of the wallboard.
    Wallboard Name

  • The top section of the wallboard shows the following widgets:

    Multiple Insights
    Multiple Insights

    One Insight
    One Insight

  • The top left section of the wallboard shows the following widgets:
    Top Left Widgets

    Name Description
    Waiting Number of conversations waiting in the selected queue.
    Closed Number of conversations properly closed by agents in the selected queue.
    Active Number of conversations in active conversations with agents in the selected queue.
    Abandoned Number of conversations abandoned in the selected queue.
    Longest Wait Longest wait time for all conversations in the selected queue (format: NNNh NNm NNs).
    Transferred Out The number of conversations transferred to other queues from the selected queue.
    Avg. First Response Time (FRT) Average first response time for all conversations in the selected queue.
    Queue Load Percentage The ratio of current queue demand to the queue's handling capacity, expressed as a percentage.

    Formula:
    (Number of waiting conversations + Number of active conversations) / (Number of available agents × Target conversations per agent) × 100%

  • The right section of the wallboard shows the following widgets based on the selected option:
    Right Side Widgets

    Name Range Description
    Top N Closed N in the range of 1–3 Shows agents with the highest number of closed conversations.
    Top N Answered N in the range of 1–3 Shows agents with the highest number of accepted conversations.
    Top N CSAT N in the range of 1–3 Shows agents with the highest CSAT.
    Top N Occupancy Rate N in the range of 1–3 Shows agents with the highest occupancy rate.
    Top N Average First Response Time N in the range of 1–3 Shows agents with the lowest Average First Response Time (FRT).

  • The bottom section of the wallboard shows the following agent-related data.
    Bottom Widget

    Name Description
    Agent The name and display picture of agents.
    Status Current status of the agent.
    Status Duration How long the agent has been in the current status (format: NNNh NNm NNs).
    Avg. FRT Average First Response Time of the agent.
    Closed The number of conversations properly closed by the agent.
    Occupancy Rate The percentage of an agent's logged-in time that is spent actively handling conversations.

    Formula:
    (time agent was actively working [talk + hold + snooze + mute + ACW]) × 100.0 / (time spent logged in)
    Avg. CSAT Average CSAT of the agent.

If the enable scroll text toggle is turned on, the configured text displays at the bottom of the page at the selected speed.
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