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• Personal: Represents a dashboard that only you can view.
• Shared: Represents a dashboard that any user within your organization can view.

• LiveVox: Represents a dashboard (template) that is configured by LiveVox.
  

  Infotip
  You can copy any type of dashboard and then modify it as needed.

  
  

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• Dashboard: Indicates the name of a dashboard.

• Type: Indicates the type of a dashboard (personal, shared, or template). 
  

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

  
  

• Default: Indicates if a dashboard is displayed by default when you log on to Wallboard. 
  

  Infotip
  To display a dashboard by default when you log on to Wallboard, select the option in the Default column.

  
  

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Panel Views

When designing a panel, you can specify the view in which you want the panel to appear on the dashboard.
Image Removed

The following table contains an image as an example to represent each view.

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To create a dashboard and design its panel:

1. On the Dashboard menu, click Create a new dashboard icon (Image Added).
   The New dashboard row appears in the Personal section.

   Info
   You can change the type of dashboard (shared or personal) anytime.

   A dashboard is created.

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

   Info
   You can rename the dashboard anytime.

   The New panel window appears

To create a dashboard and design its panel:

1. On the Dashboard menu, click Create a new dashboard icon (Image Removed).
   The New dashboard row appears in the Personal section.

   Info
   You can change the type of dashboard (shared or personal) anytime.

   A dashboard is created.

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

   Info
   You can rename the dashboard anytime.

   The New panel window appears.

   Info
   You can rename the panel anytime.

   rename the panel anytime.

   
   

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

   Infotip
   You can modify the font size and the frame color for the panel by using Image Modified.

   
   

   Info

   The default view of the panel is a grid (with rows and columns). You can, however, change the view. For more information, see the Panel Views section. The names of the tabs that appear in the Editor window depend on the view. For example, for the grid view, the Rows and Columns tabs appear, whereas, for the bar chart view, the Bars and Topic tabs appear. For more information, see the Panel Views section.

   
   

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

   
   

3. On the Rows tab, click .
   The following options (subjects) appear:
   
   • Agencies, call centers and services

   • Agents
     

4. Select the subject for which you want to display the metrics on the panel.
   Parameters related to the selected subject appear, each displaying a checkbox.

5. Select the checkbox next to each parameter for which you want to display the metrics on the panel.
   

   Infotip
   To select all the parameters filter the parameters based on a name, in the Filter by label box, enter the name. To select all the parameters at once, select the checkbox next to the subject. To view only the selected parameters, click the Filter options icon (Image Added), and then select the Show selected only checkbox.

   
   

6. On the Columns tab, click .
   The following options (statistic types) appear:
   
   • Historical stats: Statistics for the last two hours.
   • Real-time context: Statistics in real time.

7. Select the statistic type for which you want to display the parameters on the panel.
   Parameters related to the selected statistic type appear, each displaying a checkbox.
   

   Tip
   If you selected the Historical stats statistic type, the Interval menu appears, from which you can select one of the following intervals for historical statistics: Custom interval (a period that you want) Day so far Last two hours Last hour Last 30 minutes Last 15 minutes

   
   

   Info
   To learn about a parameter, hover
   Info
   To learn about a parameter, hover over it. For more information about the parameters, see the Statistics section. Some parameters appear in a color other than black. The parameters that appear in the same color together represent a group (nuclear family). This group is used in the calculation of percentages in some panels of the dashboard.

   
   

8. Select the checkbox next to each parameter for which you want to display the metrics on the panel.
   

   Infotip
   To select all filter the parameters at once, select the based on a name, in the Filter by label box, enter the name. To select all the parameters at once, select the checkbox next to the statistic type. To view only the selected parameters, click the Filter options icon (Image Added), and then select the Show selected only checkbox.

   
   

9. If you want to define the service-level agreement (SLA) values (limits) the statistics 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.
      Image Removed
   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 precedence over the default SLA values, select the Override checkbox in the row displaying that parameter.

   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 Image Removed: Percentages only Values and percentages Values only You can revert all your changes (before you save them) by using the Undo pending edits icon (Image Removed).

10. Click the Save changes icon (Image Removed).
    Your changes are saved.

Panel Views

When designing a panel, you can specify the view in which you want the panel to appear on the dashboard.
Image Removed

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1. selected parameters to be sorted in ascending or descending order:
   1. On the Sort By menu, click the Add a new sort criterion icon (Image Added).
      Image Added
      
   2. Double-click the Sort By cell.
      The selected parameters appear.

   3. Select the parameter whose statistics you want to be sorted in ascending or descending order, and then select the option in the ASC or DESC column as required.
      

      Tip
      You can add multiple sort criteria by using Image Added. You can modify the order of sorting by using the drag-and-drop operation within the table. You can delete a sort criterion by using the Delete the selected criterion icon (Image Added).

      
      

2. If you want to define the service-level agreement (SLA) values (limits) 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.
      Image 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 precedence over the default SLA values, select the Override checkbox in the row displaying that parameter.

3. 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 Image Added: Percentages only Values and percentages Values only

   
   

   Tip
   You can revert all your changes (before you save them) by using the Undo pending edits icon (Image Added).

   
   

4. Click the Save changes icon (Image Added).
   Your changes are saved.

Panel Views

When designing a panel, you can specify the view in which you want the panel to appear on the dashboard.

Image Added

The following table contains an image as an example to represent each view.

The following table contains the names of the tabs that appear in the Editor window for a panel for each view.

Viewing a Dashboard and its Panels

To view a dashboard and its panels:

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• Upper area: Represents a panel that appears in the upper area of a screen.
• Middle area: Represents a panel that appears in the middle area of a screen.
• Lower area: Represents a panel that appears in the lower area of a screen.

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• Add a panel to the selected dashboard (): Enables you to create a panel for the dashboard that you have selected on the Dashboard menu.
• Rename the selected panel (): Enables you to rename a panel.
• Duplicate the selected panel (): Enables you to copy a panel.

• Delete the selected panel (): Enables you to delete a panel.
  

  Note
  Before you can rename, copy, or delete a panel, you must select the panel on the Panel menu.

  
  

Report Type

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SLA

Supervisor Agent State Change

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