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Widget Wallboards

Widget Wallboards

Here, you can build a customised wallboard to display a wide range of information about calls on your system, both current and historical. 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 track answered calls, available agents, and overall performance.

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Widget Wallboards can be found under Reports - Widget Wallboards. To create a new wallboard, click the right-hand button ‘NEW.’

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Wallboard Settings

Name
Enter a name that best describes the wallboard. This will also appear on the browser page.
Template
If you wish, you could use one of the available default templates.

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 to view the wallboard in 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’, you will not be charged for the wallboard, and the wallboard will use dummy data for each widget you have added. This is only to see if the wallboard provides you with the required information before committing to a wallboard. By selecting no, the widgets you select can be populated with real information from your telephone service.

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Screen mode

There are 3 options. Dark, light and custom. Dark mode makes all the screens and widgets you use ‘dark’. This makes it easier for the eye to see in low-light rooms. The light mode makes all the screens and widgets very bright. If you display the wallboard in a very well-lit room, 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.

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Security

Renew URL
This will allow you to create a new URL. This is useful if the URL has been given out or compromised. Pressing save will create a new one.
Allow access only from IP(s)
If you wish to make the wallboard more secure, you can lock it down to specific IP addresses. To do this, you can enter multiple IP addresses, separating each with a space.

Don’t forget to click Save once your wallboard is 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.

New wallboard widget

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When you open a new wallboard widget, you are first presented with ALL widget types, and you can browse them.

Type

You can choose a different type or group of widgets. The widget choices are all: chart, image, list, Number, table, text, or time. Choosing one will reduce the choice to just the table-type widgets. If you pick this

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Category

You can choose a category to further narrow your options and find the right widget for you. 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 the 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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  • Agent v2 

  • Clock 

  • Customer 15 longest active calls

  • Customers active calls

  • Customers active calls (pie chart)

  • Average answer time

  • Customers calls

  • Customers inbound calls per number

  • Customers phone registrations

  • Customers today's longest ring call

  • Customers unanswered calls

  • Extension status

  • Extension summary

  • HTTPS request response

  • Hunt Group - Missed calls to return

  • Hunt Group - today’s average answer time

  • iFrame

  • Image

  • Logo

  • Queue - answered now

  • Queue - longest waiting call

  • Queue - Missed calls to return

  • Queue - today’s abandoned calls v2

  • Queue - today’s average hold time in queue v2

  • Queue - today’s bounced calls

  • Queue - today’s calls handled by a queue

  • Queue - today’s calls missed (including bounced)

  • Queue - today’s calls received (including bounced)

  • Queue - today’s total calls answered

  • Queue - today’s total calls made by agents

  • Queue - total agents

  • Queue - total agents available

  • Queue - waiting now

  • RSS feed (really simple syndication) like news from BBC

  • RSS marquee (horizontal scrolling text version) 

  • Text (in which you can enter anything you want.)

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Title
This will auto-populate with a name. You can adjust the name to best reflect what your widget shows. This name will also appear on the top left-hand side of your widget.

Colour scheme
There are 2 options for the colour scheme. The default uses 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.

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Some examples of these widgets are shown below.



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More about widgets

Depending on the type of widget you select, you will see more options to choose from.
All of the options are pretty straightforward to understand. If we look at the Widget—Customer’s active calls—you can choose from all calls, inbound, internal, or outbound. You could then, if you wish, create four individual widgets showing inbound, outbound, 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, making it a very powerful tool for understanding your agents.

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Parameters
Queues
You will see all the queues you have available in the system. You can select the queues you wish to monitor, then move them to the left column.

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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.

 
Something to note about the columns: you can now make the column widths as wide or as narrow as you like to create more space.

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You can see here that the inbound, outbound, and internal call columns have been moved in to create extra space.

 

You must press the image.png save key to keep your changes.
Sorting column
This is how the columns for the agents will be sorted. Select inbound calls for this section to see how many inbound calls the agents have answered.

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 Sorting order
You can choose if you want to order Ascending or Descending.
Show only available agents.
If you have many agents and limited screen space, this is a great way to show only those agents who are ready to receive calls.

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Only display calls that haven’t been answered
This will only display these types of calls.
Minimum duration
If you are monitoring calls and consider calls less than 2, 3, 5, or 10 seconds not to validate as a call, then you can select this to show when agents speak to someone rather than just get a short voicemail, and this call counts towards any targets.

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The wallboard you have created will look something similar to the one above. 

The Extension wallboard widget is very similar to the agent widget, but it focuses on telephone Extensions regardless of Queue settings.

Here are a few examples of wallboards you can create.

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The dark mode shows many queue statistics.


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Light mode again, showing agents and a logo.


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A custom colour wallboard shows how flexible you can be with the colours. In this example, someone has gone mad!


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Again, another custom colour wallboard demonstrates anything is possible.

Once you have created your wallboards, on the main wallboard page, you will see links to view them. 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. 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.

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Once you have moved your wallboard around to your needs. A small disk/save button will appear in the bottom corner of the right hand. 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.

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Hunt Group - Missed calls to return

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Missed calls to return is a great way to show incoming calls to a particular hunt group that have been missed. Not only missed, but any that have called in more than once. If a caller rings in again and is answered by someone in the hunt group, the call will be removed from the list. If anyone from the company calls the number back and makes contact, the number from the list will be removed automatically again. This ensures all callers today have been dealt with.

Select the widget called Huntgroup - missed calls to return.

Then give it a name for the widget.

You can customise the widget's colour scheme if you wish.

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 Choose the Hunt group you wish to monitor. Then choose how many rows you would like to see.
When viewing the wallboard widget, you can delete any number in the widget activity by clicking the Bin icon next to the elapsed time.

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Queue - Missed calls to return

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Missed calls to return is a great way to show incoming calls to a particular queue that have been missed. Not only missed, but any that have called in more than once. If a caller rings in again and is answered by someone in the queue, the call will be removed from the list. If anyone from the company calls the number back and makes contact, the number from the list will be removed automatically again. This ensures all callers today have been dealt with.

Select the widget called Queue - missed calls to return.

Then give it a name for the widget.

You can customise the widget's colour scheme if you wish.

 

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 Choose the Queue you wish to monitor. Then choose how many rows you would like to see.
When viewing the wallboard widget, you can delete any number in the widget activity by clicking the Bin icon next to the elapsed time.

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RSS Feeds for wallboard

You can create live content for your wallboard using an RSS feed.

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You can choose RSS Marquee, which allows you to scroll in a line

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 Choose the RSS Marquee widget. You can change the colour scheme if you wish.

 

 

 

In Parameters. Enter your RSS feed website details (URL)

You can choose to show however many stories you wish, from 5 to 25

 

Then, finally, the scroll speed of the RSS feed.
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 Choose the RSS widget. You can change the colour scheme if you wish.

 

 

 

In Parameters. Enter your RSS feed website details (URL)

You can choose to show however many stories you wish, from 5 to 25

 

You can also choose to show a summary line of the story.

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