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IconDescription

Information Menu icon (Information Menu icon)

Enables you to view information about LiveVox (including customer support) and the user guide.

User Menu icon (User Menu icon)

Enables you to log out of the Wallboard of Wallboard and view who is logged on to the Wallboardto Wallboard.

Refresh all the panels (Refresh all the panels icon)

Enables you to refresh all the panels on the dashboard.

Dashboard layout (Dashboard layout icon)

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 (Fullscreen icon)

Enables you to hide the upper frame that displays the LiveVox logo and the Dashboard tab.

Configuration

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The Dashboard drop-down menu contains a list of the following types of dashboards:

  • Personal: Represents a dashboard that only you can access.
  • Shared: Represents a dashboard that any user can access.

  • LiveVox: Represents a dashboard configured by LiveVox that you can run. 

    Info

    You can copy a LiveVox dashboard and then modify it as needed (for example, retain only the contact centers, services, or statistics that you want).


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 Wallboardto Wallboard.
Dashboard Menu

Creating a Dashboard and Designing a Panel

To create a dashboard and design its panel:

  1. On the Dashboard menu, click Create a new dashboard icon (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(shared or personal) anytime.

    A dashboard is created.

  2. Specify a name for the dashboard, and the then click anywhere.

    Info

    You can rename the dashboard after creating the dashboardanytime.

    The New panel window appears.

  3. Click the Edit this panel icon (Edit this panel icon).
    The Editor window appears. 

    Info
    • You can modify the font size and the frame color for the panel by using editor window gear iconImage Modified.
    • The default view of the panel is a grid (with rows and columns). You can, however, change the view.
      View Options in the Editor Window


    Note

    The following steps in this procedure assume that you have retained the default view (Grid).


  4. On the Rows tab, click expand icon.
    The following options appear:
    • Agencies, call centers and services
    • Agents
  5. 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.

  6. 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.


  7. On the Columns tab, click expand icon.
    The following options appear:
    • Historical stats: Statistics for the last two hours.
    • Real-time context: Statistics in real time.

  8. 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.


  9. 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.


  10. To If you want to define the service-level agreement (SLA) for the panel, click the SLA tabvalues for the applicable parameters (based on which warnings and alerts are displayed):
    1. Click the SLA tab
      A table with the selected statistic parameters appears.
      SLA TabImage Added
    2. In the row displaying the parameters for which you want to define SLA values, in the Too low and Too high columns, specify values in the Violation and Warning subcolumns.
    3. If you want the SLA values that you have defined for a parameter to take precendence over the default SLA values , select the Override checkbox in the row displaying that paramater.

  11. Click Apply.
    A preview of your changes appears in the New Panel window.

    Info
    • If a chart was displayed in the New Panel window, it is updated to reflect the SLA limits that you specified.
    • You can display the values in the panel as one of the following by using new panel window gear iconImage Added:
      • Percentages only
      • Values and percentages
      • Values only
    • You can revert all your changes (before you save them) by using the Undo pending edits icon (Undo pending edits iconImage Added).


  12. Click the Save changes icon (Save changes iconImage Added).
    Your changes are saved.

Modifying a Dashboard

Note

Before you can rmodify a dashboard, on the Dashboard menu, ensure that the dashboard that you want to rename appears.

Renaming

To rename a dashboard, on the Dashboard menu, use the Rename the selected dashboard icon (Rename the selected dashboard iconImage Added).

Changing the Type

To change the type of a dashboard to personal (only you can access) or shared (any user can access), on the Dashboard menu, in the Type column of the row displaying the dashboard, double-click the value, and then, as required, change the value to PERSONAL or SHARED.

Setting to Default

To display a dashboard by default when you log on to Wallboard, on the Dashboard menu, use the option in the Default column.

Copying

To copy a dashboard, on the Dashboard menu, use the Duplicate the selected dashoard icon (Duplicate the selected dashboard iconImage Added).

Modifying a Panel

Report Type

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