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Specify Desired Metrics

Virtual Contact Center provides out-of-the-box metrics generated from predefined queries. Additionally, you have the flexibility to generate custom metrics using the available stats. The Fields tab in the wallboard definition lists all the available real-time stats with brief descriptions. For example, you can track the number of agents waiting for interactions in a queue, or the number of agents processing interactions in a queue (in available or processing statuses).

To specify the desired metrics for a wallboard:

  1. From the Configuration Menu, open Wallboard.
  2. Click to edit an existing wallboard.
  3. Go to the Fields tab.
  4. Select the desired stats from a list of available fields.

    Note: You can also generate custom metrics by defining custom fields. See Customize a Wallboard.

  5. Enter a Display Name that replaces the standard field name on the wallboard.
  6. Drag and drop the fields to change the display order of the fields on the wallboard.
  7. Save the settings.

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