You can customize a wallboard based on your business requirements:
If you need more stats than what is readily available, you can build custom fields by defining custom queries. For example, if you wish to track agents unable to answer interactions at a given time, you can define a custom field as follows:
Number of agents Busy = Offered + Processing + Post-processing
To define a custom field:
|Display Name||The custom field name that is displayed on the wallboard.|
|Description||A brief description of the metrics.|
|Field Type||Select a data type from a choice of Number, Seconds, and Percent.|
Note: The data type of the custom field must match the data type of deriving fields.
|Field Definition||Based on the requirements:|
Within each media type, you can set up a custom threshold for each queue to suit your requirements. If the waiting time for an interaction in a queue exceeds two minutes, set up a first level threshold alert. If the time exceeds 3 minutes, set up an emergency alert. On breaching thresholds, the wallboard gives corresponding alerts.
Customizing threshold is a two-step process:
On running a wallboard with custom threshold, the alerts trigger on breaching the threshold for the selected queues.
To set up a custom threshold:
To apply the threshold to a queue:
Brand your contact center wallboard by adding your company logo.
To brand your wallboard with your company logo:
You can control the font size of the wallboard display, or mute the audio alerts on your wallboard.
To change the control settings:
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