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LiveVox Wallboards are configurable dashboards that display key performance indicators related to your contact center volume (for inbound and outbound services) and agent or team productivity. Wallboards can display real-time metrics for the overall performance and progress of a contact center (for example, average hold duration, average speed of answer, or call abandon rate). Wallboards also highlight real-time problems that require the attention of a supervisor or manager (for example, when an agent has been in the same state for a long time, or when a service level agreement is violated).
You . You can create as many dashboards as you need for a Wallboard. These dashboards can be displayed on any screen (for example, tablets, desktop computers, or widescreen office monitors) for private or public view, to enable you to monitor the activities related to your contact center in real time.
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Before you begin, ensure that you have the following information:
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- On your browser, in the Address bar, enter the Wallboard link provided by LiveVox (similar to https://client.livevox.com/qcsportal).
The Sign in window appears. - Enter your user name and password, and then click Sign in.
The Dashboard window tab appears.
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You can modify the |
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position of the panels on the dashboard by dragging |
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them to where you want them within the window. |
Icon Descriptions
The following table describes some of the icons that appear in the Dashboard window.
| Icon | Description |
|---|---|
Information Menu icon ( | Enables you to view information about LiveVox (including customer support) and the user guide. |
User Menu icon ( | Enables you to log out of the Wallboard and view who is logged on to the Wallboard. |
Refresh all the panels ( | Enables you to refresh all the panels on the dashboard. |
Dashboard layout ( | Enables you to select the number of columns that you want to be displayed in the upper, middle, and lower areas of the dashboard. |
Fullscreen icon ( | Enables you to hide the upper frame that displays the LiveVox logo and the Dashboard tab. |
Configuration Panel
The Dashboard drop-down menu contains a list of the display areas. The following types of dashboards can be created:
- Personal: Represents a dashboard that only you can access.
- Shared: Represents a dashboard that any user can access.
LiveVox: Represents a
system-defineddashboard configured by LiveVox that you can run.
alsoInfo You can
thiscopy
a LiveVox dashboard and then modify it as needed (for example, retain only the contact centers, services, or statistics that you want).
Icon Descriptions
The following table describes the icons that appear in the Dashboard window.
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Information Menu icon (
)
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User Menu icon (
)
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Fullscreen icon (
)
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The Dashboard menu also contains options that enable you to create, rename, modify, copy, and delete a dashboard and define which dashboard must be displayed when you log on to the Wallboard.
Creating a Dashboard
To create a dashboard:
On the Dashboard menu, click Create a new dashboard icon (
).
The New dashboard row appears in the Personal section.Info You can change the type of dashboard to Shared after creating the dashboard.
Specify a name for the dashboard, and the click anywhere.
Info You can rename the dashboard after creating the dashboard.
The New panel window appears.
Click the Edit this panel icon (
).
The Editor window appears.Info - You can modify the font size and the frame color for the panel by using
. - The default view of the panel is a grid (with rows and columns). You can, however, change the view.
Note The following steps in this procedure assume that you have retained the default view (Grid).
- You can modify the font size and the frame color for the panel by using
- On the Rows tab, click
.
The following options appear:- Agencies, call centers and services
- Agents
- Select the option for which you want to display the metrics on the panel.
Parameters related to the selected option appear, each displaying a checkbox. Select the checkbox next to each parameter for which you want to display the metrics on the panel.
Info To select all the parameters at once, select the checkbox next to the option.
- On the Columns tab, click .
The following options appear:- Historical stats: Statistics for the last two hours.
- Real-time context: Statistics in real time.
Select the option for which you want to display the parameters on the panel.
Parameters related to the selected option appear, each displaying a checkbox.Info To learn about a parameter, hover over it.
Select the checkbox next to each parameter for which you want to display the metrics on the panel.
Info To select all the parameters at once, select the checkbox next to the option.
- To define the service level agreement (SLA) for the panel, click the SLA tab.
- Click Apply.
A preview of your changes appears in the New Panel window.
The
The enables you to
The
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Modifying a Panel
Report Type
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