Widget Wallboards
Widget Wallboards can be found under Reports - Widget Wallboards.
Here, you can build a customised wallboard to display a whole host of information about calls that are happening on your system now or historically. These are great for call centres and call centre managers, to see exactly what is going on with their day to day live call statistics. Managers can keep a track on calls being answered, agents that are available to answer calls, and their general performance.
To create a new wallboard, click on the right hand button ‘NEW’
Wallboard Settings
Name
Enter a name to best describe the wallboard. This will also appear on the browser page.
Template
If you wish you could use one of the default templates available.
Description
Enter more details here if you need some more information about the wallboard.
Type
There are 2 types of wallboards available. You can choose a browser type which will allow you to see the wallboard on a standard browser like Chrome or Firefox. The second type is a wallboard that works on the hosted handset E50. Please speak to the supplier for this handset. The most common type would be the browser type.
Demo mode
You can select ‘yes’ or ‘no’. If you select ‘yes’, then you will not be charged for the wallboard and the wallboard will use dummy data for each widget you have added. This is really only to see if the wallboard provided you with the information you require before committing to a wallboard. By selecting no, then the widgets you select can be populated with real information from your telephone service.
Screen mode
Mode
There are 3 options. Dark, light and custom. Dark mode makes all the screen and widgets you use ‘dark’ this makes it easier on the eye to see in low light rooms. The light mode makes all the screens and widgets very bright. If you are displaying the wallboard in a very well lit room then this mode could be used. Custom allows you to design your own background colour, widget title text colour, widget title banner colour, widget text/number colour and widget background colour allowing complete customisation of the wallboard.
Security
Renew URL
This will allow you to create a new URL. This is useful if the URL has been given out or compromised. This will allow you to create a new one on pressing save.
Allow access only from IP(s)
If you wish to make the wallboard more secure, You can lock it down to only certain IP addresses that can access it. You can enter multiple IP addresses using a space between each address.
Don’t forget to click save once you have your wallboard ready to create widgets
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Once you return to the wallboard you have built, you need to add widgets to display the information you want to see.
Click Add Widget on the right-hand side. |
When you open a new wallboard widget you are presented with ALL types of widgets at first and you can browse through them all.
Wallboard Widget Settings
Type
You can choose a different type or group of widgets. The choice of widgets are all, chart, image, list, Number, table, text, or time. Choosing one will reduce the choice to just the table types of widgets if you pick this
Category
To again limit the choice and find the right widget for you, you can choose a category. The choices here are all, calls, or other.
Widget
All the widgets are available in the type or category you have chosen above. If you have left type and category set to all then you can see every widget available on the system. The choices you have are:
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Some examples of these widgets are shown below.
Title
This will auto-populate with a name. You can adjust the name to best suit what your widget is showing. This name will also appear in the top left hand side of the widget you are creating.
Colour scheme
There are 2 options for the colour scheme. Default which takes its settings from the main wallboard settings under the ‘screen mode’. So it will create dark or light widgets. The second option allows you to customise an individual widget away from the ‘screen mode’ option you have already set.
You can change the widget title text and widget title colour.
More about widgets
Depending on the type of widget you select, it will open more options for you to choose.
All of the options are pretty straightforward to understand. If we look at Widget - Customer’s active calls. You can choose from All calls, inbound calls, internal calls, or outbound calls. You could then, if you wish, create 4 individual widgets showing in, out, internal, and all calls.
Queues - Agent v2
This is a big widget. It will provide a lot of information about the agents in the Queues. It’s a very powerful tool to see a lot of information about your agents.
Parameters
Queues
You will see all the Queues you have available on the system. You can select the queues you wish to monitor by selecting them and moving the selected queues to the left column.
Columns
These are the variables you can select for your agents, again, you can monitor by selecting them and moving the selected Queues to the left column.
Sorting column
This will be the way in which the columns for the agents to be sorted. If it is important to see how many inbound calls the agents have answered, then select inbound calls for this section.
Sorting order
You can choose if you want to order Ascending or Descending.
Show only available agents
If you have a lot of agents and you are limited on screen space, this is a great way to just show the agents who are ready to receive calls.
Only show calls that haven’t been answered
This will only display these types of calls.
Minimum duration
If you are monitoring calls and you consider calls less than 2,3,5 or 10 seconds do not validate as a call, then you can select this to show when agents speak to someone rather than just getting a short voicemail and this call counting towards any targets.
The wallboard you have created will look something similar to this one above.
The Extension wallboard widget is very similar to the agent widget but it concentrates on the telephone Extensions regardless of any Queue settings.
Here are a few examples of wallboards you can create.
Dark mode shows many queue statistics.
Light mode again, showing agents and a logo
A custom colour wallboard shows how flexible you can be with the colours. In this example, someone has gone mad!
Again, another custom colour wallboard demonstrates anything is possible.
Once you have created your wallboards, on the main wallboard page, you will see links made available to see your wallboards. Copy the link to open the wallboard you have created. The first view of the wallboard probably doesn't look how you would like it to look. This wallboard can now be adjusted by dragging and dropping, stretching and reducing each widget to give you what you would like the layout to look like.
Once you have moved your wallboard around to your needs. There will be a small disk/save button appear in the right hand bottom corner. Click this and it will save your layout. Please remember, if you make a change to the wallboard. add or remove widgets. You will need to layout your wallboard again.
