myContactCenterManual

Wallboards

Real-time metrics on large screens — how to design display elements, assign them to computers and calculate with formulas from the live data.

A wallboard shows metrics of the contact center in real time, usually on a large screen in the room: how many customers are waiting, for how long, which agents are free, how many calls were answered today.

In the Administration Display element “Overview” Display element “Agents” Wallboard Computer: WB-HALL2 Cycle time: 30 seconds On the computer WB-HALL2 Wallboard program shows both in turn recalculates every second Server Live data and statistics
From display element to screen

Three things work together:

What Where Purpose
Display elements Administration, Wallboards › Display elements designed screen pages with elements — labels, tables, gauges, charts — whose values are calculated by formulas
Wallboards Administration, Wallboards › Wallboards assign display elements to computers and determine how long each one remains visible
The Wallboard program on the computer at the screen logs in to the server, shows the assigned display elements one after the other and recalculates their formulas every second

Setting up

  1. Install the Wallboard program on the computer that drives the screen, and enter the registration points in the configurator — see The Wallboard program.
  2. Design a display element — or import one of the supplied templates, see Display elements.
  3. Create a wallboard, select the display element and enter the computer, see Setting up wallboards.
  4. Restart the Wallboard program so that it receives the new assignment.

Permissions and licenses

  • The Display elements list and its designer require the Wallboard display layer configuration permission, the Wallboards list the Wallboard configuration permission — in each case See for viewing and Change for editing.
  • Each logged-in wallboard takes licenses itself: one for each type of element that its display elements contain, and Wallboard: Use multiple displays if it shows more than one display element. See Licenses in operation.
Display elements How to create, edit, copy, export and import display elements, which templates are supplied and how the designer is laid out. Elements The 21 elements of a display element — labels, tables, charts, gauges, state indicators, browser and image — and how to place them, give them formulas, color and format them. Filters How the general and special filters of a display element determine which skills, agents, languages, channels and periods its formulas see. Setting up wallboards How to assign display elements to a computer with a wallboard, how long each one remains visible and when changes reach running wallboards. The Wallboard program How to set up the Wallboard program, how it logs in to the server, what it shows, how it reacts when the connection is lost and which licenses it takes. Formulas The formula language of the wallboards — values, operators, list queries, conditions, row reference and time zones — and what the error messages mean. Data for formulas The lists and fields formulas calculate with — conversations, agents, skills and distribution rules, alarms, states and types, and the real-time statistics. Examples Ready-made formulas for wallboards — agents, queue, skills, real-time statistics and alarms — to copy and adapt.

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