What wallboard widgets are available?

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
Agents logged in	The count of agents logged into the call queue chosen.	Count
Agents paused	The count of agents paused in the call queue chosen.	Count	✓
Waiting callers	The count of callers waiting in the call queue chosen.	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
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	✓

**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

**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: 17 January, 2024

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Room

GoTo Training

OpenVoice

Grasshopper

join.me

GoTo Resolve

GoTo Resolve MDM

Pro

Central

Rescue

GoToMyPC

GoToAssist

Hamachi

RemotelyAnywhere