LiveVox Wallboard Guide

Introduction

LiveVox Wallboards are configurable dashboards that display key performance indicators related to your contact center volume (for inbound and outbound services) and agent or team  productivity. Wallboards can display real-time metrics for the overall performance and progress of a contact center (for example, average hold duration, average speed of answer, or call abandon rate). Wallboards also highlight real-time problems that require the attention of a supervisor or manager (for example, when an agent has been in the same state for a long time, or when a service level agreement is violated).

You can create as many dashboards as you need for a Wallboard. These dashboards can be displayed on any screen (for example, tablets, desktop computers, or widescreen office monitors) for private or public view, to enable you to monitor the activities related to your contact center in real time.

This document provides basic information and guidelines for supervisors and managers using LiveVox Wallboards. 

Getting Started

To get started:

1. 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.
2. Enter your user name and password, and then click Sign in.
   The Dashboard tab appears.
   

Icon Descriptions

The following table describes some of the icons that appear in the Dashboard window.

Configuration

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. 
  

  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 Wallboard.

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 ().
   The New dashboard row appears in the Personal section.

   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.

   You can rename the dashboard anytime.

   The New panel window appears.

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

   • You can modify the font size and the frame color for the panel by using .
   • The default view of the panel is a grid (with rows and columns). You can, however, change the view.
     

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

4. On the Rows tab, click .
   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.

   To select all the parameters at once, select the checkbox next to the option.

7. On the Columns tab, click .
   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.

   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.

   To select all the parameters at once, select the checkbox next to the option.

10. If you want to define the service-level agreement (SLA) values 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.
       
    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.

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

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

Modifying a Dashboard

Renaming

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

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 dashboard icon ().

Deleting

To delete a dashboard, on the Dashboard menu, use the Delete the selected dashboard icon ().

Modifying a Panel

Report Type

Sorting

SLA

Supervisor Agent State Change

Supervisor/Agent Chat

Reporting ELements Definitions