You can customize a wallboard based on your business requirements. You can:
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:
Enter the custom field details:
|Display Name||The custom field name that displays 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 custom field must match the data type of deriving fields.|
Based on the requirements:
Within each media, you can set up a custom threshold for each queue to suit your requirement. If the waiting time for an interaction in a queue exceeds 2 minutes, set up a first level threshold alert. If the time exceeds 3 minutes, set up an emergency alert. On breaching thresholds, 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:
Add more fields as desired.
Save the custom threshold.
From the Queues tab, select the desired queue and apply the custom threshold from the drop down selections.
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