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A dashboard can be displayed on any screen such as tabletsa tablet, a desktop computerscomputer, or a widescreen office monitorsmonitor, 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. 

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To get started:

1. On your browser, in the Address bar, enter the Wallboard link provided by LiveVox.
   

   Info
   The Wallboard link is similar to to https://client.livevox.com/qcsportal.

   
   The Sign in window appears.

2. Enter your user name and password, and then click Sign in.
   

   Info
   The user name and password for logging on to Wallboard are the same as those for logging on to the LiveVox Portal (LVP).

   
   The Dashboard window appears.
   

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• Create a new dashboard (): Enables you to create a dashboard.
• Rename the selected dashboard (): Enables you to rename a dashboard.
• Duplicate the selected dashboard (): Enables you to copy a dashboard.

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

  Note
  Before you can rename, copy, or delete a dashboard, you must select  ensure that you have selected the dashboard on the Dashboard menu.

  
  

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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 wallboard), 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) on the intended screens (for example, widescreen office monitors). Such configuration also involves defining the font size and panel color as appropriate.

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1. 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 anytime. For information about how to do so, see the Dashboard Menu section.

   A dashboard is created.

2. Specify Enter a name for the dashboard, and then close 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.

   
   

3. 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.  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).

   
   

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

   • Agents
     

5. 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.

   
   

6. Select the checkbox next to each parameter for which you want to display the 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.

   
   

7. On the Columns tab, click .
   The following options (statistic types) appear:
   
   • Historical stats: Past statistics for the current day (for example, last two hours or until the current time).
   • Real-time context: Statistics in real time.

8. 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) Day so far (a period starting from the time that the current day began until the current time) 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 (other than black) together represent a group, which is used in the calculation of percentages in some panels of the dashboard.

   
   

9. Select the checkbox next to each parameter for which you want to display the 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.

   
   

10. If you want the data for the selected parameters to be sorted in ascending or descending order:
    

    Expand
    title Sorting
    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 data you want to be sorted in ascending or descending order, and then, as required, select the option in the ASC (ascending) or DESC (descending) 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 ().

    
    

11. If you want to define the service-level agreement values (SLAs) for the applicable parameters (based on which alerts are displayed):
    

    Expand
    title Defining Panel-Level SLAs
    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 the Too low and Too high columns: Double-click the Violation cell, and then specify enter a value. Double-click the Warning cell, and then specify enter a value. If you want the SLAs that you have defined for a parameter 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.

    
    

12. Click Apply.
    A preview of your changes appears next to the Editor window.

13. 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.

    
    

14. Hover over the Percentages option, and then select one of the following options:
    • Percentages only: Displays the data on the panel in percentages.
    • Values only: Displays the data on the panel in values. 

    • Values & Percentages: Displays the data on the panel in both values and percentages.
      

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

      
      

15. Click the Save changes icon ().
    Your changes are saved.
    

    Warning
    If you modify the panel and click 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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• 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 grid in ascending or descending order based on a column by clicking the column.
• You can display or hide certain columns in a grid on a panel. To do so:
  1. Hover over any column in the grid, and then select the drop-down menu.
     The Columns menu displaying a checkbox next to each column appears.
     
     
  2. If you want to hide a column in the grid, clear the checkbox next to the column. Otherwise, select the checkbox.

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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 ensure that you have selected the panel on the Panel menu.

  
  

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When an SLA is violated (that is, when a statistic parameter exceeds 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 panel in which the violation occurred highlights the problematic values in red. This banner disappears only when the statistic parameter that resulted in the alarm returns to a normal value.
  
  

  Info
  When a value reaches 20% of the SLA limit, it is highlighted in orange.

  
  

• If your browser is minimized, a notification informing you of the violation appears on your desktop. 

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1. On the toolbar, click .
   The Default SLA tab appears.
2. On the Default SLA tab, in the rows displaying the statistic parameters for which you want to define default SLAs, as required, in the Too low and Too high columns:
   1. Double-click the Violation cell, and then specify enter a value.

   2. Double-click the Warning cell, and then specify enter 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 ().

      
      

3. Click the Save client SLA changes icon ().
   Default SLAs are saved.

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1. On the dashboard, in the panel, click .
   The Plugins option displaying the Change agent state option appears.
   Image Modified
2. Select the Change agent state option.
   A checkbox appears next to the name of each agent in the Agent column.
3. 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  or Force Logoff.
   The Info window appears.
4. If you want to send a message to the selected agents before changing their state, enter a message your message in the window.
5. Click OK.
   The state of the selected agents is changed, and their updated state appears in the State column. If you had clicked Force Logoff, the selected agents are logged out and their names no longer appear in the grid.

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1. On the dashboard, in the panel, click .
   The Plugins option displaying the Chat option appears.
2. Select the Chat option.
   A checkbox appears next to the name of each agent in the Agent column.
3. Select the checkbox next to the name of each agent with whom you want to chat.
   
4. 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.
5. If you want to chat with all the selected agents at oncesimultaneously, select the All option. Otherwise, select the name of the agent with whom you want to chat.

6. 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 name of the agent whose message is unread appears with  next to it. You can select the name to read the message.

   
   

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You can enable your agents to view the Wallboard through the External App section on a U-CRM of their Agent Desktop. This section can be configured by using the Frame element on the Designer tool of LVP.