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Table of Contents
Introduction
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 (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 alerts.
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Getting Started
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Ensure that you have:
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On your browser, in the Address bar, enter the Wallboard link provided by LiveVox.
Info The Wallboard link is similar to https://client.livevox.com/qcsportal.
The Sign in window appears.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.
Icon Descriptions
The following table describes some of the icons that appear in the Dashboard window.
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, 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 an area.
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Fullscreen () | Enables you to hide the upper frame that displays the LiveVox logo and the Dashboard 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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- 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 rename, copy, or delete a dashboard, ensure that you have selected the dashboard on the Dashboard menu.
Designing a Dashboard and Panel
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 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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To create another panel for the dashboard, on the Panel menu, use the Add a panel to the selected dashboard icon (). |
Panel Views
When designing a panel, you can specify the view in which you want the panel to appear on the dashboard.
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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:
In the Editor window, you can also modify the font size and the frame color for the panel by using . |
Viewing a Dashboard and its Panels
To view a dashboard and all its panels:
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Customizing a Panel Grid
You can customize the grid in a panel on a dashboard as follows:
- 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 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:
- 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. - If you want to hide a column in the grid, clear the checkbox next to the column. Otherwise, select the checkbox.
- Hover over any column in the grid, and then select the drop-down menu.
Panel Menu
The Panel menu contains a table of all panels for the dashboard that you have selected on the Dashboard menu. The panels are grouped into the following categories:
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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 rename, copy, or delete a panel, ensure that you have selected 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.
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- 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 its specified limits):
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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:
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Default SLAs Versus Panel-Level SLAs
The following table describes the logic that determines which SLA is applicable for a given statistic parameter based on the value in the Override checkbox.
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Panel-Level SLA | Override | Applicable SLA | Note |
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Value (other than None) | Yes | Panel-level SLA | To be used if you want the panel-level SLAs to be applied to the parameter. |
None | Yes | None | To be used if you do not want any SLA to be applied to the parameter. |
Any value | No | Default SLA (if any) | To be used if you want the default 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:
- On the toolbar, click .
The Default SLA tab appears. - 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:
- Double-click the Violation cell, and then enter a value.
Double-click the Warning cell, and then 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 using the Undo client SLA changes icon ().
- You can refresh the tab (to see the latest values) by using the Click to get the last client SLA icon ().
- Click the Save client SLA changes icon ().
Default SLAs are saved.
Defining Default Abandon Threshold
A call is considered abandoned only if a customer abandons the call after a certain period. This period is called the default abandon threshold and is represented in seconds.
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- On the toolbar, click .
On the Preferences tab, in the Default abandon threshold field, select a value.
Info The options in the Default abandon threshold field represent seconds.
Tip You can revert your change (before you save it) by using the Undo client SLA changes icon ().
- Click the Save client SLA changes icon ().
The default abandon threshold is 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. In addition, you can log your agents out. The state of only those agents who are in the Hold, Not Ready, Ready, or Wrap Up state can be changed. You can also send them a message before changing the state.
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- 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 your 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 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 simultaneously, 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 name of the agent whose message is unread appears with next to it. You can select the name to read the message.
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. | |||
In person | Total number of right party contacts and wrong party contacts. | |||
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 were 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 were 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 for Agents
You can enable your agents to view the Wallboard through the External App section of their Agent Desktop. This section can be configured by using the Frame element on the Designer tool of LVP.
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