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Overview / Description

The Grid Wallboard provides a very simple grid layout to highlight key metrics in the contact center. It is designed to be displayed on a TV Wallboard.

Viewer

This section covers Grid Wallboard for Viewer access.

Creator

This section covers Grid Wallboard for Creator access.

Highlights:

  • Personalize the layout of the wallboard by drag-and-dropping the datablocks around on the page

  • Choose from a wide range of contact center metrics to display

  • Set your own color and audio threshold alerts on each specific datablock

Datablocks used:

  • Status

  • Dimension Filter - If more than one timezone is configured, select a timezone to filter QueueMetrics_Daily aggregations

Measures and Measure Groups used:

queuebservations (Index)

  • Predefined Measures_Sum

    • Agents online

    • Agents available

    • Contacts in queue

    • Oldest contact age

queuemetrics_daily (Index)

  • Trend Measures

    • Today GOS

    • Today Handled Count

    • Today Abandoned Count

    • Today Offered Calls

    • Today Callback Handled

contacts (Index)

  • Custom Measures

    • Average agent interaction duration

    • Average agent number of holds

    • Average agent after contact work duration

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