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. Select +Add New Wallboard. The Add New Wallboard dialog box displays.
   

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 displays.
2. Queues: Select the queues for which the data displays. If you don't select any queues, all queues display by default.
3. Channels: Select the channels for which the data displays. If you don't select any channels, the system selects all channels by default.
4. Time Period: Select the duration to display data from the dropdown options.
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.
6. Select Create. A confirmation message displays, and creates the wallboard.
   

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 displays.

3. Queues: Select the queues for which the data displays. If you don't select any queues, all queues appear by default.
4. Channels: Select the channels for which the data displays. If you don't select any channels, the system selects all channels by default.
5. Time Period: Select the duration to display data from the dropdown options.
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.
7. Select Create. A confirmation message displays, and creates the wallboard.
   

Center Wide Abandoned

Shows aggregated data across all queues. This is a built in wallboard and not customizable.

Setting	Description
Display to	Defines the queues that can view the wallboard.
Queues	Specifies the queues to include in the data. Defaults to all queues if none are selected.
Choose Metrics From	Specifies the queues from which metrics are collected.
Channels	Specifies the channels to include. Defaults to all channels if none are selected.
Time Period	Defines the reporting window: Last 15 min, 30 min, 1 hr, 2 hr, 8 hr, 12 hr, or Today.
Enable Scroll Text	Optional. Displays horizontally scrolling text at the bottom. Configure the message and scroll speed (Slow, Medium, or Fast).

Edit a Wallboard

Steps to edit a wallboard:

1. Select Edit.
   

2. Make the required changes and select Update.
   

Delete a Wallboard

Steps to delete a wallboard:

1. Select the Delete (bin) icon.
   

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

Related Link

• Wallboards

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