Use wallboards in the supervisor dashboard
Create and maintain custom dashboards where you manage what performance metrics you want to display for your teams. Enable alerts on your wallboards to notify you when a threshold is met so you can take rapid action to resolve situations that would cause negative customer experiences. Call queue, campaign, agent, and inbox queue widgets have the ability to set alert thresholds, either through absolute values or percentages. This feature may not be available with your plan.
See Available wallboard widgets for a complete list of all available wallboard widgets and their alert capability.
Create and edit wallboards
Note: Although the UI has changed, the steps in the video are still relevant and accurate.
- Sign in to the desktop or web app.
- From , select Wallboard.
- To add a new wallboard, select + New wallboard, enter a name and description, and then select Save.
- To add widgets to your wallboard, open the wallboard, select Add first widget or
, choose the desired widget(s), and then select Add widgets. - To edit your widgets, select the desired wallboard, and make any of the following changes and then select Save:
- Select
on a widget to edit the queue/metrics associated with that widget as well as the metric color and any applicable alerts. - Drag and drop the widgets to re-order them.
- Drag the corner of a widget to resize it.
- Select
to delete a widget.
- Select
- To cast a wallboard, select
from the desired wallboard in the main list or 
if you already have the desired wallboard open. - To archive or delete a wallboard, select
or 
next to the desired wallboard accordingly.
Enable alerts
- From the widget you want to enable an alert for, select and then enable the alert at the bottom of the card.
What to do next: Understand the color code meanings to know which action to take.
| Color | Meaning |
|---|---|
| Red | Notifies that an alert threshold has been met. Red alert thresholds indicate immediate action is needed. |
| Yellow | Notifies that a warning threshold has been met. Yellow warning thresholds allow the supervisor to be alerted before a metric is breached so they can be proactive.
Note: Enabling a warning is optional.
|
Understand alert calculations
Percentage based alert calculations
Percentage based alerts are calculated in the following ways:
| Metric Calculation |
|---|
| Percent of Agents Paused is out of the count of Total Agents Logged In. |
| Percent Abandoned Calls is out of the count of Calls Offered to the Queue. |
| Percent Campaign Incomplete Calls is out of the Total Calls Offered. |
| Percent Hold Time is out of the Sum of Talk Time + Hold Time. |
Average speed of answer calculation
Average Speed of Answer = (Wait Time + Ring Time) / Number of calls answered