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Wallboards

Go to Application β†’ Wallboards to set up and open screens that contain important real-time contact centre metrics. A wallboard is meant for a large screen on the floor: everyone sees the queue, the service level and who is available, without opening the Realtime panel. For how wallboards fit into a supervisor's day, see Run Your Shift.

Recommended first wallboard

Start with four widgets: Service availability with your agreed SLA threshold and target colours, Queues stats, Waiting activities and Pauses. Add more only when someone asks a question the board does not answer.

Create a New Wallboard/Edit a Wallboard

  1. Fill out the Title and Description.
  2. Enter a Message. It will appear at the top of your Wallboard.
  3. Select a Theme from the dropdown menu: Dark, Gray, Light, Custom CSS.
  4. If you have selected Custom CSS in the previous step, enter it in Custom CSS.

You can now select the widgets you want to include in your Wallboard.

Choose Who Can Open a Wallboard

Which users can open a wallboard is decided by their user rights:

  • In the wallboard list, click Change in the Rights column, check the rights that can work with the wallboard and click Save, or
  • in the user rights, enable the wallboard on the Wallboards tab.

Users who should also edit wallboards need the Wallboards module in their user access.

Select Widgets, Statistics, Analytics, One Metric Widgets

Create a new Wallboard or open an existing one to open the report details.

  1. Drag items from the Widgets, Statistics, Analytics or One metric widgets lists and drop them into the Wallboard field. Click the Split button to set up multiple columns and adjust their width using the plus and minus signs.

  2. Click the Settings button to open further filters and settings:

    1. Set up your columns by dragging items from the Available field to the Selected field.
    2. Select the Users and Queues you want to include in the statistic. Leave empty to include all.
    3. Set up any other filters depending on the selected widgets/statistics/analytics.

  3. Save your Wallboard.

Statistics are the same reports as in Reporting β†’ Statistics, and Analytics and One metric widgets come from Analytics. A one-metric widget shows a single number in large type β€” useful for a KPI tile.

Widgets

These widgets are available in the Widgets list. Each one can be filtered in its Settings, usually by queues, users or their groups.

Widget What it shows
Service availability Service level (SVL) and SLA for inbound call queues and chat and messaging queues, coloured against your targets. See Service Level and SLA.
Queues stats Per queue: waiting, unanswered, answered, total and ongoing activities, abandon rate (ABN) and available agents. Colours use the queue thresholds β€” see What the colours mean.
Waiting activities The activities waiting in the queues right now, with their waiting time. Use Color SLA to change the colour after a number of seconds.
Pauses How many users are on each pause, per queue.
Logged-in users per queue Per queue: logged-in users, available users, occupation and users on a pause.
Activities by users Counts of activities per user and channel (calls, emails, web chats, SMS, Messenger, WhatsApp, Viber, Instagram DM), with optional columns such as AHT, idle time and total pause time.
Call status of users For each user, how many calls ended with each status.
Users, calls and total sum statuses For each user, login time, total calls and total calls with statuses.
Campaigns records Per campaign queue: records available now, rescheduled, for today, free, finished and total.
Tickets overview Tickets created and closed today, currently open, average ticket age, oldest open and oldest edited ticket, tickets past their SLA without a response, and backlog.
Categories tickets Per ticket category: new, resolved, closed and archived tickets, backlog, activities and first answer time.
Page in iframe Any external web page (HTTPS, and the page must allow being shown in a frame).

Service Level and SLA

The Service availability widget shows two different measures for inbound call queues and chat and messaging queues. They answer different questions, so it is worth knowing which is which. For how these numbers compare with the service level figures in Statistics, see How Reporting Works β†’ Service Level vs SLA.

Service level (SVL) Service level agreement (SLA)
Question it answers What share of customers did we answer at all? What share of customers did we answer fast enough?
Formula Answered Γ· (Total βˆ’ abandoned within the Skip (Abandon Threshold)) Answered within the SLA Threshold Γ· (Total βˆ’ abandoned within the Skip (Abandon Threshold) βˆ’ abandoned after it but within the SLA Threshold)

Both measures leave out very short abandoned calls, which the contact centre had no chance to answer. The SLA also leaves out every customer who hung up before the SLA Threshold was reached.

The widget settings:

Setting What it does Options / default
SLA Threshold The target maximum waiting time. A customer answered within it counts as answered in time. 10–60 seconds; 20 seconds when not set
Skip (Abandon Threshold) Unanswered customers who waited shorter than this are left out of the calculation. 0–20 seconds; 0 when not set
Time The period the figures cover. The last 5–60 minutes, or this day midnight (the default)
Target SVL. Threshold 1 / Target SLA. Threshold 1 Below this percentage, the number turns red. 0–100 %
Target SVL. Threshold 2 / Target SLA. Threshold 2 Below this percentage, the number turns orange. 0–100 %
Reason of disconnection chats Chats that ended for the selected reasons (for example Timeout or Outside working hours) are left out. β€”

Note

The SLA threshold here is a setting of the widget, not of the queue. Statistics and reports have their own threshold filter, so make sure everyone uses the same value. Do not confuse this call-answering SLA with ticket SLA, which sets response and solution deadlines for tickets.

What the Colours Mean

The Queues stats widget colours each queue using the thresholds set on the queue itself (Threshold free users and Threshold waiting calls in the queue's Thresholds section β€” see Inbound Call Queue). Nothing is coloured until you set them.

Column Red Orange Green
Waiting More waiting than Threshold waiting calls More than half of the threshold Half of the threshold or fewer
Available agents Fewer available than Threshold free users More than 1.5 Γ— the threshold Anything in between

The queue name takes the worst colour of its columns.

Tip

Set both Threshold free users and Threshold waiting calls on every queue you show on a wallboard.

View Wallboard

In the Wallboard list, click the blue Report button in the Actions column to view your Wallboard. The Wallboard will open in a new browser tab.