Queue Performance Wallboard (Genesys Cloud (PureCloud)-OOTB Dashboard)

Owned by Arielle Kaye Odeste
Nov 15, 2021
1 min read

Overview / Description

The Queue Performance Wallboard showcases the overall service level performance of queues within the contact center. It is designed to be displayed on a TV Wallboard.

Viewer

This section covers Queue Performance Wallboard for Viewer access.

Creator

This section covers Queue Performance Wallboard for Creator access.

Highlights:

  • View the overall Service level, % Answered, % Abandoned and ASA in the contact center

  • Interact with a heat-map showing the hourly service level over time for specific queues today

  • See how the Service Level has trended over the last week

  • See the break down of Service Level by media type

Datablocks used:

Measures and Measure Groups used:

  • Trend Measures

    • Today Grade of Service

    • Today % Answered

    • Today % Abandoned

    • Today ASA

    • Last 7 Days Grade of Service