Wallboards

Overview

The wallboard is a powerful tool for monitoring and analyzing data. It provides a comprehensive view of center operations and performance metrics across all queues as trends develop throughout the day.

Create a Wallboard

Steps to create a wallboard:

1. Go to Contact Center AI > CONFIGURATIONS > Wallboards.
   

2. Click +Add New Wallboard. The Add New Wallboard dialog box is displayed.
   

3. Enter the following details to create the wallboard:

   1. Name: Enter the name of the wallboard.
   2. Wallboard Description (optional): Enter the description of the wallboard.
   3. Wallboard Type: Center Wide (default), Queue Specific.
      

Center Wide

1. Display to: Select the queues to which the data will be shown.
2. Queues: Select the queues for which the data will be shown. If you do not select any queues, all queues will be displayed by default.
3. Channels: Select the channels for which the data will be shown. If you do not select any channels, all channels will be selected by default.
4. Time Period: Select the duration to display data from the dropdown options.
   1. Last 15 minutes,
   2. Last 30 minutes,
   3. Last 1 hour,
   4. Last 2 hours,
   5. Last 8 hours,
   6. Last 12 hours,
   7. Today.

5. Enable Scroll Text (Optional): Turn on the Enable Scroll Text toggle to add text that scrolls horizontally at the bottom of the wallboard page. Enter the text in the Message dialog box and select the Scroll Speed from the following options:

   1. Slow,
   2. Medium,
   3. Fast.

6. Click Create. A confirmation message is displayed, and the wallboard is created.
   

Queue Specific

1. Display Top 3 Performers: Select an option and choose the top three insights from the available categories. | Multiple Insights | One Insight | |----------------------------------------------------------------------------------------|--------------------------------------------------------------------------------------| | Select the top 3 different metrics of agents displayed | Select the top 3 specific metrics of agents displayed | | Insights (applies to both columns) | | | Top Closed
   Agents with the highest number of closed conversations | Top Closed | | Top Answered
   Agents with the highest number of answered conversations | Top Answered | | Top CSAT
   Agents with the highest customer satisfaction rating | Top CSAT | | Top Occupancy Rate
   Agents with a higher occupancy rate | Top Occupancy Rate | | Top Average First Response Time
   Agents with the best first response time | Top Average First Response Time |

2. Display to: Select the queues to which the data will be shown.

3. Queues: Select the queues for which the data will be shown. If you do not select any queues, all queues will be displayed by default.
4. Channels: Select the channels for which the data will be shown. If you do not select any channels, all channels will be selected by default.
5. Time Period: Select the duration to display data from the dropdown options.
   1. Last 15 minutes,
   2. Last 30 minutes,
   3. Last 1 hour,
   4. Last 2 hours,
   5. Last 8 hours,
   6. Last 12 hours,
   7. Today.

6. Enable Scroll Text (Optional): Turn on the Enable Scroll Text toggle to add text that scrolls horizontally at the bottom of the wallboard page. Enter the text in the Message dialog box and select the Scroll Speed from the following options:

   1. Slow,
   2. Medium,
   3. Fast.

7. Click Create. A confirmation message is displayed, and the wallboard is created.
   

Edit a Wallboard

Steps to edit a wallboard:

1. Click the Edit button.
   

2. Make the required changes and click Update.
   

Delete a Wallboard

Steps to delete a wallboard:

1. Click the Delete (bin) icon.
   

2. A confirmation window is displayed. Click Yes to confirm.
   

Related Link

• Wallboards

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