Wallboard Alerts
Enable wallboard alerts to notify you when a threshold is met so you can take rapid action to resolve situations that would cause negative customer experiences.
Enable an alert
Alert and warning thresholds
Wallboard alerts enhances our wallboard by allowing the supervisor to configure warning and alert thresholds for multiple metrics. When a threshold is breached, it's immediately color coded to draw the supervisor’s attention, enabling them to rapidly take action to resolve anything impacting the contact center’s operation.
| 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.
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Which wallboard cards have alert capability?
- Absolute value — based on count or duration, depending on the metric.
- Percentage — available for select metrics.
Please refer to What wallboard widgets are available? to see a complete list of all available wallboard widgets and alert capability.
Calculations FAQs
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