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LiveVox Wallboard is an independent web application that enables you to configure dashboards that display key performance indicators related to your call center volume (for inbound and outbound services) and agent or team productivity. Wallboard can display real-time metrics for the overall performance and progress of a call center (for example, average hold duration, average speed of answer, or call abandon rate). Wallboard can also highlight real-time problems that require the attention of a manager or supervisor or manager (for example, when an agent has been in the same state for a long time, or when a service level agreement has been violated), through an alert message that is accompanied by a sound. alerts.
A dashboard The dashboards can be displayed on any screen such as tablets, desktop computers, or widescreen office monitors, for private or public view, to enable you to monitor the activities related to your call center in real time. In general, a dashboard that appears on a large screen is called a wallboard.
This document provides basic information and guidelines for managers or supervisors and managers using LiveVox WallboardsWallboard.
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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 tab window appears.
Icon Descriptions
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| Icon | Description | ||
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Information Menu ( | Enables you to view information about LiveVox (including customer support) and the user guide. | ||
User Menu ( | Enables you to log out of Wallboard and view who is logged on to Wallboard. | ||
Refresh all the panels ( | Enables you to refresh all the panels on the dashboard. | ||
Dashboard layout ( | Enables you to view the panels for upper, middle, and lower areas of the dashboard and , which refer to the areas on the intended screen (wallboard). This icon also enables you to select the number of columns that you want to be displayed in those areas. an area.
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Fullscreen ( | Enables you to hide the upper frame that displays the LiveVox logo and the Dashboard tab banner. |
Dashboard Menu
The Dashboard menu contains a table that displays a list of all dashboards, which are grouped into the following types:
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To display a dashboard on a screen for you or others to see (that is, to use a dashboard as a Wallboardwallboard), besides creating a dashboard, you must configure the panels of the dashboard such that they can be easily viewed by the intended users (for example, agents or managers) at on the intended places screens (for example, call centerswidescreen office monitors). Such configuration also involves defining the font size and panel color as appropriate.
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You can create as many dashboards as you need. For example, if you want to supervise your agents and your agents to improve their productivity, you could create two dashboards, each displaying panels for the intended purpose. |
To create a dashboard and design its panel:
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 or personal ) anytimeanytime. For information about how to do so, see the Dashboard Menu section.
A dashboard is created.
Specify a name for the dashboard, and then click anywhereclose the Dashboard menu.
Info You can rename the dashboard anytime. For information about how to do so, see the Dashboard Menu section.
The New panel window appears.
Info You can rename the panel anytime.
Click the Edit this panel icon (
).
The Editor window appears.Tip You can modify the font size and the frame color for the panel by using
.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 this procedure assume that you have retained the default view (Grid).
- On the Rows tab, click
.
The following options (subjects) appear:- Agencies, call centers and services
Agents
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.Tip To view the checkboxes, expand the parameters.
Select the checkbox next to each parameter for which you want to display the metrics data on the panel.
Tip - To 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 (
), and then select the Show selected only checkbox.
- On the Columns tab, click .
The following options (statistic types) appear:- Historical stats: Statistics Past statistics for the current day (for example, last two hours or until the current time).
- Real-time context: Statistics in real time.
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 - To view the checkboxes, expand the parameters.
- If you selected the Historical stats statistic type, the Interval menu appears, from which you can select one of the following periods for historical statistics:
- Custom interval (a period that you want)want)
- Day so far (a period starting from the time that the current day began until the current time)Day so far
- Last two hours
- Last hour
- Last 30 minutes
- Last 15 minutes
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 , which is used in the calculation of percentages in some panels of the dashboard.
Select the checkbox next to each parameter for which you want to display the metrics data on the panel.
Tip - To 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 statistic type.
- To view only the selected parameters, click the Filter options icon (), and then select the Show selected only checkbox.
If you want the statistics data for the selected parameters to be sorted in ascending or descending order:
Expand - On the Sort By menu, click the Add a new sort criterion icon (
).
- Double-click the Sort by cell.
A list of selected parameters appears. Select the parameter whose statistics data 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 .
- 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 (
).
- You can add multiple sort criteria by using
- On the Sort By menu, click the Add a new sort criterion icon (
If you want to define the service-level agreement values (SLAs) for the applicable parameters (based on which alerts are displayed):
Info Expand - Click the SLA tab.
A table with the selected statistic parameters appears.
- In the rows displaying the parameters for which you want to define SLAs, as required,in in the Too low and Too high columns:
- Double-click the Violation cell, and then specify a value.
- Double-click the Warning cell, and then specify a value.
If you want the SLAs that you have defined for a parameter (that is, panel-level SLAs) to take precedence over the default SLAs, select the Override checkbox in the row displaying that parameter.
Info For information about SLAs, see the SLAs section.
- Click the SLA tab.
Click Apply.
A preview of your changes appears next to the Editor window.In the preview pane, click
.
The Percentages option appears.Info For the pie chart view, the Display mode option also appears hovering over which displays the following options:
- Labels only: Displays a label for each pie of the chart next to the pie.
- Legend only: Displays a section describing each pie of the chart outside the chart.
- Labels & legend: Displays both labels and legend.
- Hover over the Percentages option, and then select one of the following options:
- Percentages only: Displays the statistics data on the panel in percentages.
- Values only: Displays the statistics Displays the data on the panel in values.
Values & Percentages: Displays Displays the data on the statistics panel in both values and percentages.
Tip You can revert all your changes (before you save them) by clicking the Undo pending edits icon ( 
).
Click the Save changes icon (
).
Your changes are saved.Warning If you modify the panel and click the the Undo pending edits icon (
), all the changes made to the panel until the current time—including those that were earlier saved by using the Save changes icon ()—are lost.
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To create another panel for the dashboard, on the Panel menu, use the Add a panel to the selected dashboard icon ( |
Panel Views
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| View | Example |
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| Array (horizontal) |
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| Array (vertical) |
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| Bar chart |
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| Column chart |
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| Grid |
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| Pie chart |
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| Speedometer |
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| Sunburst chart |
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The following table contains the names of the tabs that appear in the Editor window for when designing a panel, for each view.
| View | Tabs |
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| Array (horizontal) |
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| Array (vertical) | |
| Bar chart |
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| Column chart | |
| Grid |
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| Pie chart |
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| Speedometer |
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| Sunburst chart |
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For the bar, column, pie, and sunburst charts, in the Editor window, you can select the following types of colors by using the Colors menu:
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Viewing a Dashboard and its Panels
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Customizing a Panel Grid
You can customize the grid in a panel on a dashboard as follows:
- In a panel displaying a grid, if If applicable, you can expand the rows in the first column by using
.
- You can modify the order of the applicable columns by using the drag-and-drop operation within the grid.
- You can sort the rows in a table in ascending or descending order based on a column by clicking the column.You can modify the order of the applicable columns by using the drag-and-drop operation within the grida column by clicking the column.
- You can display or hide certain columns in a grid on a panel. To do so:
- Hover over any column in the tablegrid, and then select the drop-down menu.
The Columns menu displaying a checkbox next to each column appears.
- If you do not want to hide a column to be displayed in the tablegrid, clear the checkbox next to the column. Otherwise, select the checkbox.
- Hover over any column in the tablegrid, and then select the drop-down menu.
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- Upper area: Represents a panel that appears in the upper area of the dashboardon a wallboard.
- Middle area: Represents a panel that appears in the middle area of the dashboardarea on a wallboard.
Lower area: Represents a panel that appears in the lower
area of the dashboardarea on a wallboard.
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You can change the area of a panel by dragging it to the area where you want it, within the table. |
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- Panel: Indicates the name of a panel.
- Type: Indicates the type of view for a panel (for example, grid or array).
- Subject: Indicates the subject used for the panel (for example, agents or services).
- Statistics: Indicates the type of statistics used for the panel (for example, historical or real-time).
- Interval: Indicates the interval used for the panel (for example, last hour or last 15 minutes) if the statistic type of the panel is historical.
- Sort: Indicates the type of sorting used for the entries in the panel (for example, ascending or descending order).
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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.
SLAs
Overview
A service-level agreement (SLA) defines the level of service that you want to provide to your customers. Defining an SLA involves specifying the threshold values (limits) for the applicable statistic parameters.
You can define SLAs for SLAs for the applicable parameters so that you are notified through alerts when a limit is exceeded. Wallboard provides the following types of SLAs:
- Default SLAs: Also called client SLAs, these SLAs apply to each dashboard and each user of the dashboard. Default SLAs can be defined only for real-time statistics.
Panel-Level SLAs: These SLAs are specific to a panel on a dashboard. When you design a panel, you can define SLAs for historical or real-time statistics. However, for a parameter, the default SLAs take precedence over the panel-level SLAs unless you select the Override checkbox for the parameter when defining its panel-level SLA.
Info For information about how to define panel-level SLAs, see the Designing a Dashboard and Panel section (Step 11).
How SLA Violations Are Indicated
When an SLA is violated (that is, when a statistic parameter exceeds the its specified limits):
- A sound (alarm) is played briefly.
- A notification indicating in which panel the violation has occurred appears on the dashboard.
A flashing banner appears in the panel in which the violation has occurred. Depending on the panel view (for example, grid or pie chart), the the panel in which the violation occurred highlights the problematic values in red.
Info In a panel displaying a speedometer, the chart is divided into three sectors based on SLAs. The needle that appears in the speedometer indicates if the SLAs are violated. The sectors are displayed in the following colors:
- Green: This sector ends at 80% of the SLA limit. A needle in this sector indicates that no violation has occurred or is likely to occur.
- Orange: This sector begins at 80% of the SLA limit. A needle in this sector indicates a warning (that is, a violation is likely to occur).
- Red: This sector ends at 20% of the SLA limit. A needle in this sector indicates that a violation has occurred.
Default SLAs Versus Panel-Level SLAs
The following table describes the logic that determines which SLA limit is applicable for a given statistic parameter based on the the value in the Override checkbox.
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The Override checkbox |
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appears in the Editor window when you define panel-level SLAs. |
| Panel-Level SLA | Override | Applicable SLA LimitSLA | Note |
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| Value (other than None) | Yes | Panel-level SLA | To be used if you want the panel-level SLA limits SLAs to be applied to the parameter. |
| None | Yes | None | To be used if you do not want any SLA limits to be applied to the parameter. |
| Any value | No | Default SLA (if any) | To be used if you want the default SLA limits SLAs to be applied to the parameter while ensuring that the panel-level SLA limits are not deleted. |
Defining Default SLAs
To define default SLAs:
- Click On the toolbar, click
.
The Default SLA and Preferences tabs appearSLA tab appears. - On the Default SLA tab, in in the rows displaying the statistic parameters for which you want to define default SLAs, as required, in in the Too low and Too high columns:
- Double-click the Violation cell, and then specify a value.
Double-click the Warning cell, and then specify a value.
Info The Not ready duration statistic parameter is split to accommodate the reasons for an agent to not be in the Ready state. You can specify different SLAs for each of them as appropriate (for example, one hour for lunch or 15 minutes for break, as represented in the following image).
Tip You can revert all your changes (before you save them) by clicking the Undo client SLA changes icon (
).
- Click the Save client SLA changes icon (
).
Default SLAs are saved.
Changing Agent States
As a manager, you can change the state of your agents through the dashboard panels that display agent real-time statistics in a grid containing the State column. In addition, you can log your agents out. The state of only those agents who are in the Not Ready, Ready, or Wrap Up state can be changed. Before doing so, you can also send them a message.
To change the state of your agents:
- On the dashboard, in the panel, click .
The Plugins option displaying the Change agent state option appears.
- Select the Change agent state option.
A checkbox appears next to the name of each agent in the Agent column. - Select the checkbox next to the name of each agent whose state you want to change, and then, as required, click Force Ready, Force Not Ready, or Force Logoff.
The Info window appears. - If you want to send a message to the selected agents before changing their state, enter a message in the window.
- Click OK.
The state of the selected agents is changed, and their updated state appears in the State column. If you logged had clicked Force Logoff, the selected agents are logged out , and their names no longer appear in the grid.
Chatting with Agents
As a manager, you can chat with your agents individually or cumulatively. To chat with your agents:
- On the dashboard, in the panel, click .
The Plugins option displaying the Chat option appears. - Select the Chat option.
A checkbox appears next to the name of each agent in the Agent column. - Select the checkbox next to the name of each agent with whom you want to chat.
- In the Chat to section, click the Choose the agent you wish to chat with icon (
) .
A list of the selected agents, along with the option All, appears. - If you want to chat with all the selected agents at once, select the All option. Otherwise, select the name of the agent with whom you want to chat.
In the Chat to section, in the text box, enter your message to the agents, and then click Send.
Your message is sent to the agents.Info - If an agent responds to your message, the response appears in the Chat to section.
- If an agent sends you a message while you are chatting with another agent,
appears in the Chat to section. When you click , the chat containing the unread message name of the agent whose message is unread appears with next to it. You can select the chat name to read the messagesmessage.
Statistics
The following table describes the statistic parameters (reporting elements) used on the panels.
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| Subject | Statistic Type | Statistic | Parameter | Description |
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| Agencies, call centers, and services | Historical | Call counts | Abandoned calls above service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration greater than your service level limit. |
| Abandoned calls below service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration less than your service level limit. | |||
| Accounts attempted | Total number of unique account numbers that were attempted to be contacted. | |||
| Calls attempted | Total number of attempted calls. | |||
| Connected | Total number of connected calls. | |||
| Failed operator transfers | Total number of calls for which operator transfer failed. | |||
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| Promise to pay calls | Total number of calls in which customers agreed to pay a certain amount of money (for example, when a payment had been overdue). | |||
| Right party contacts | Total number of calls that were made to the intended party. | |||
| Wrong party contacts | Total number of calls that were made to the unintended party. | |||
| Successful calls above service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration greater than your service level limit. | |||
| Successful calls below service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration less than your service level limit. | |||
| Successful operator transfers | Total number of calls that were transferred to an operator. | |||
| Total inbound calls | Total number of inbound (mobile originated) calls. | |||
| State durations | Average abandon time | Average time that your customers waited in the queue before abandoning calls. | ||
| Average delay | Average time that your customers spent interacting with the IVR (Interactive Voice Response). | |||
| Average handle time | Average time that your agents spent handling calls from start to finish (including wrap-up time). | |||
| Average in call time | Average time that your agents spent on calls. | |||
| Average ready time | Average time that your agents were ready to place or receive calls (Ready state). | |||
| Average talk time | Average time that your agents spent talking to customers. This does not include hold or wrap-up time. | |||
| Average wrap up time | Average time that your agents spent wrapping up calls. | |||
| Hold time | Total time that your customers are placed on hold by agents during calls. | |||
| In call time | Total time that your agents spent on calls talking to customers. | |||
| IVR time | Total time that your customers spent interacting with the IVR before they were connected to an agent. | |||
| Not ready time | Total time that your agents were not ready to place or receive calls (Not Ready state). | |||
| Preview dial time | Total time that your agents spent previewing the dial options.
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| Ready time | Total time that your agents were ready to place or receive calls (Ready state). | |||
| Right party in call time | Total time that your agents spent on calls with the intended party. | |||
| Right party wrap up time | Total time that your agents spent wrapping up calls with the intended party. | |||
| Total time logged in | Total time that your agents were signed in. | |||
| Transfer time | Total time that your agents spent transferring calls. | |||
| Wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state). | |||
| None | Conversion rate | Average number of promise-to-pay calls against the right party contacts. | ||
| FTE (Full-Time Equivalent) | Average time that your agents spent handling calls from start to finish (including wrap-up time) against a 6.5-hour workday. | |||
| Occupancy rate | Total time that your agents spent handling calls against the total time that they were signed in. | |||
| Percent abandon rate | Average number of abandoned calls below service level limit against the number of offered contacts. | |||
| Percent right party | Average number of calls that were made to the intended party against the number of offered contacts. | |||
| Percent service level | Average of the sum of the total abandoned calls below service level limit and total successful calls below service level limit against the number of handled contacts. | |||
| Agents | None | Calls handled | Total number of calls handled by your agents, from start to finish. | |
| Inbound calls | Total number of inbound (mobile originated) calls. | |||
| Outbound calls | Total number of outbound (mobile terminated) calls. | |||
| Total offered | Total number of calls offered to your agents, which includes both handled calls and abandoned calls. | |||
| State durations | Hold time | Total time that your customers are placed on hold by agents during calls. | ||
| In call time | Total time that your agents spent on calls talking to customers. | |||
| Not ready time | Total time that your agents were not ready to place or receive calls (Not Ready state). | |||
| Ready time | Total time that your agents were ready to place or receive calls (Ready state). | |||
| Total time logged in | Total time that your agents were signed in. | |||
| Transfer time | Total time that your agents spent transferring calls. | |||
| Wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state). | |||
| Agencies, call centers, and services | Real-time | Call counts | Dialable | Total number of contacts that are loaded into your service and whose numbers can be dialed. |
Loaded | Total number of contacts that are loaded into the service. | |||
| Remaining | Total number of dialable contacts whose numbers are remaining to be dialed. | |||
| Total abandoned | Total number of calls that customers disconnected (abandoned) before connecting to an agent. | |||
| Total calls abandoned within SLA | Total number of calls that were abandoned by your customers within your service level limit. | |||
| Total calls answered within SLA | Total number of calls that were answered by your agents within your service-level limit. | |||
| Total handled | Total number of calls that your agents handled. | |||
| Total offered | Total number of calls that were offered to your agents. This includes both handled calls and abandoned calls. | |||
| Durations | Average duration to abandon | Total time of abandoned calls against the total number of abandoned calls. | ||
| Average handle duration | Total time of handled calls against the total number of handled calls. | |||
| Average speed of answer | Total time taken for calls to be answered against the total number of handled calls. | |||
| Average talk duration | Total time that your agents spent talking to your customers against the total number of handled calls. | |||
| Average wrap up duration | Total time that your agents spent wrapping up calls against the total number of handled calls. | |||
| Current activity | Calls with agent | Total number of calls that are currently with agents. | ||
| Outbound CIP | Total number of outbound calls that are currently in progress. | |||
| Total agents | Total number of agents who are signed into the service. | |||
| Total calls in queue | Total number of calls that are waiting to be transferred to an agent. | |||
| None | Abandon rate | Total number of offered calls against the total number of abandoned calls. | ||
| Percentage complete | Total number of contacts whose numbers are remaining to be dialed against the total number of contacts whose numbers can be dialed. | |||
| Queue time | Average time that calls were in the queue. | |||
| Service level | Your defined service level. | |||
| Agents | NoneCurrent activity | Agent login ID | Logon ID of the agent. | |
| Call center ID | ID of the call center. | |||
| Call center name | Name of the call center. | |||
| Service ID | ID of the service. | |||
| Service name | Name of the service. | |||
| Account | Account number of the customer. | |||
| Agent skill | Skill that an agent has to attend to the customer. | |||
| Call type | Type of call (inbound or outbound). | |||
| Is agent monitored | Indicates if an agent is being monitored. | |||
| Phone | Phone number of the customer. | |||
| Reason code | Reason that an agent is not ready to place or receive calls. | |||
| Session ID | Session ID for the call. | |||
| State | Current state of an agent. | |||
| State duration | Total time that an agent has spent in their current state. | |||
| Counts | Inbound calls | Total number of inbound (mobile originated) calls. | ||
| Outbound calls | Total number of outbound (mobile terminated) calls. | |||
| Total calls | Total number of all types of calls. |
Wallboard
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for Agents
You can enable your agents to view the Wallboard on a U-CRM Agent Desktop through the External App section, which . This section can be configured by using the Frame element on the Designer tool of the LiveVox Portal (LVP).
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For more information about the Designer tool, see the Designer Guide. |
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