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Available wallboard widgets

Wallboard widgets may be added and removed from custom wallboards, resized, arranged, loaded multiple times, and renamed according to user preference. You an also configure select wallboard widget alerts and warnings to identify breached thresholds so you can rapidly take action and resolve anything impacting the contact center’s operation.

Call Queue Widgets

Call Queue Cards
Card Name Definition Alert Capability
    Absolute Value Percentage
Logged in agents The count of agents logged into the call queue chosen. Count  
Paused agents The count of agents paused in the call queue chosen. Count ✓
Waiting callers The count of callers waiting in the call queue chosen. Count  
Missed ring attempts The count of individual dispatches to an agent that were not connected due to the agent declining or ignoring the call for the full duration of the connect timeout setting of the call queue. Count ✓
Average handle time The average time it takes an agent to complete a call in the call queue chosen. Average handle time also includes talk, hold, and wrap up time. Duration  
Current longest wait The amount of time the longest currently waiting caller has been in queue, for the queue chosen. Duration  
Average speed of answer The average time takes for calls to be answered by a customer service representative or agent after they enter the queue.

Average Speed of Answer = (Wait Time + Ring Time) / Number of calls answered

Duration  
Abandoned calls The count of instances when a caller left the queue by hanging up. This includes dropped calls and calls ended from the caller's side because of technical issues. Count ✓
Queue Activity Table
Metric Name Definition Alert Capability
    Absolute Value Percentage
Queue The name of the queue(s). N/A  
Average speed of answer The average time takes for calls to be answered by a customer service representative or agent after they enter the queue.

Average Speed of Answer = (Wait Time + Ring Time) / Number of calls answered

Duration  
Average handle time The average time it takes an agent to complete a call in the call queue(s) chosen. Average handle time also includes talk, hold, and wrap up time. Duration  
Longest wait The amount of time the longest currently waiting caller has been in queue, for the queue(s) chosen. Duration  
Waiting callers The count of callers waiting in the call queue(s) chosen. Count  
Paused agents The count of agents paused in the call queue(s) chosen. Count ✓
Logged in agents The count of agents logged into the call queue(s) chosen. Count  
Missed ring attempts The count of individual dispatches to an agent that were not connected due to the agent declining or ignoring the call for the full duration of the connect timeout setting of the call queue. Count ✓
Abandoned calls The count of instances when a caller left the queue by hanging up. This includes dropped calls and calls ended from the caller's side because of technical issues. Count ✓
Queue Overview Table
Metric Name Definition Alert Capability
    Absolute Value Percentage
Abandoned The amount and percentage of interactions in which the customer chose to leave the selected queue(s) before being answered. Count ✓
Timed out The amount and percentage of calls that reached the queue timed out threshold before being answered. Count  
Handled The amount and percentage of calls answered. Count  

Campaign Widgets

Campaign Cards
Card Name Definition Alert Capability
    Absolute Value Percentage
Agents logged in The count of agents logged into the campaign chosen. Count  
Agents paused The count of agents paused in the campaign chosen. Count ✓
Average handle time The average time it takes an agent to complete a call in the campaign chosen. Average handle time also includes talk, hold, and wrap up time. Duration  
Average speed of answer The average time takes for calls to be answered by a customer service representative or agent after they enter the queue.

Average Speed of Answer = (Wait Time + Ring Time) / Number of calls answered

Duration  
Campaign Activity Table
Metric Name Definition Alert Capability
    Absolute Value Percentage
Average handle time The average time it takes an agent to complete a call in the campaign(s) chosen. Average handle time also includes talk, hold, and wrap up time. Duration  
Paused agents The count of agents paused in the campaign(s) chosen. Count ✓
Logged in agents The count of agents logged into the campaign(s) chosen. Count  
Campaign Overview Table
Metric Name Definition Alert Capability
    Absolute Value Percentage
Incomplete calls The amount and percentage of calls yet to be dialed as part of the campaign(s). Count ✓
Handled calls The amount and percentage of answered calls in the campaign(s). Count  
Campaign Progress Table
Metric Name Definition Alert Capability
Campaign progress The amount and percentage of dialed and not dialed contacts in the campaign(s) chosen. N/A

Agent Widgets

Agent Cards
Card Name Definition Alert Capability
Total login time The amount of time an agent as been logged in as ready status. N/A
Total talk time The amount of time an agent has been talking to callers. N/A
Total hold time The amount of time an agent has been in the hold status. N/A
Total pause time The amount of time an agent has been in the pause status. N/A
Agent Status Table
Metric Name Definition Alert Capability
Agent The agent name(s). N/A
Status The current status the agent is in. N/A
Queue/Campaign The queue(s)/campaign(s) selected. N/A
Logged in Identifies if the agent is logged into the selected queue(s)/campaign(s). N/A
Call Activity Table
Metric Name Definition Alert Capability
    Absolute Value Percentage
Agent The agent name(s). N/A
Call type The type of call, as characterized by detail delivery channel and direction of the call. For example, queue call, outbound or direct inbound. N/A
Caller The caller's name from Caller ID. N/A
Queue/campaign The queue(s)/campaign(s) selected. N/A
Total hold The total time the caller was on hold after the call was started. Count ✓
Total talk The total time the caller and agent were connected throughout the call. Count  
Current call The total time of the call from when it was placed in the queue(s). N/A

Caller Widgets

Waiting Callers Table
Metric Name Definition Alert Capability
Caller The caller's name from Caller ID. N/A
Queue The queue(s) chosen. N/A
Call type The type of call, as characterized by detail delivery channel and direction of the call. For example, queue call, outbound or direct inbound. N/A
Duration The amount of time the caller has been waiting for their call to be answered. N/A

Inbox Queue Widgets

Inbox Queue Cards
Card Name Definition Alert Capability
    Absolute Value Percentage
Agents logged in The count of agents logged into the inbox queue chosen. Count  
Agents paused The count of agents paused on the inbox queue chosen. Count ✓
Unassigned chats The number of chats that have yet to be assigned to an agent. Count ✓
Longest unassigned The duration (hh:mm:ss) of the longest unassigned chat has been waiting for an initial assignment to an agent. Duration  
Chat Conversations Table
Metric Name Definition Alert Capability
    Absolute Value Percentage
Inbox queue The queue(s) from which the chat is answered. N/A
Customer The customer contact name. N/A
Agent The agent handling the chat. N/A
Last sender The most recent party to send a message within the chat. For example, Customer or Agent. N/A
Last message sent Time elapsed since the last message was sent within the chat. Duration  
Channel The system originating the chat conversation. For example, SMS, Webchat, Facebook, WhatsApp, etc. N/A
Inbox Queue Overview Table
Metric Name Definition Alert Capability
    Absolute Value Percentage
Total chats A count of the total chats offered on the queue chosen for the time frame selected. N/A  
Spam The count of chats characterized as spam. A percentage of the total is displayed as well. Count ✓
No answer The count of chats not yet answered. A percentage of the total is displayed as well. Count ✓
Resolved The count of chats resolved. A percentage of the total is displayed as well. Count ✓
Article last updated: 21 March, 2025

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