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 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.
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.
This document provides basic information and guidelines for supervisors and managers using LiveVox Wallboards.
- Wallboard uses data from the LiveVox platform.
- For additional help, contact the LiveVox Customer Care Team.
Getting Started
Before you begin, ensure that you have the following information:
- Web address for your QCS portal
- Your client code (name)
- Your logon ID and password
To get started:
- 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 appears.
You can modify the position of the panels on the dashboard by dragging them to where you want them within the window.
Icon Descriptions
The following table describes some of the icons that appear in the Dashboard window.
| Icon | Description |
|---|---|
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 select the number of columns that you want to be displayed in the upper, middle, or lower area of the dashboard. The maximum number of columns that can be displayed in an area is five. |
Fullscreen ( | Enables you to hide the upper frame that displays the LiveVox logo and the Dashboard tab. |
Configuring Dashboards and Panels
Dashboard Menu
The Dashboard menu contains a table that displays a list of all dashboards, which are grouped into the following types:
- 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.
You can copy any type of dashboard and then modify it as needed.
The table contains the following columns:
- Dashboard: Indicates the name of a dashboard.
Type: Indicates the type of a dashboard (personal, shared, or template).
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.
To display a dashboard by default when you log on to Wallboard, select the option in the Default column.
The table also contains the following icons:
- 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.Before you can rename, copy, or delete a dashboard, you must select the dashboard on the Dashboard menu.
Designing a Dashboard
To display a dashboard on a screen for you or others to see (that is, to use a dashboard as a Wallboard), besides creatin 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 the intended places (for example, call centers). Such configuration also involves defining the font size and panel color as appropriate.
The following procedure describes how to create a dashboard and design its panel at the same time. You can, however, design a panel for a dashboard anytime.
You can create as many dashboards as you need.
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.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.
You can rename the dashboard anytime.
The New panel window appears.
You can rename the panel anytime.
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).
- You can modify the font size and the frame color for the panel by using
- 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. 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 subject.
- 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.
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.To learn about a parameter, hover over it.
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 statistic type.
- If you want to define the service-level agreement (SLA) values (limits) for the applicable parameters (based on which warnings and alerts are displayed):
- Click the SLA tab
A table with the selected statistic parameters appears.
- 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.
- 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 the SLA tab
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 (
).
Click the Save changes icon (
).
Your changes are saved.
To create another panel for the dashboard, on the Panel menu, use the Add a panel to the selected dashboard icon ().
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:
- 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.
You can change the area of a panel by dragging it to the area where you want it, within the table.
The table contains the following columns:
- 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 statistics used for the panel (for example, historical or real-time).
- Interval: Indicates the interval used for the panel (for example, the day so far).
- Sort: Indicates the type of sorting used for the entries in the panel.
The table also contains the following icons:
- 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.Before you can rename, copy, or delete a panel, you must select the panel on the Panel menu.
Report Type
Sorting
SLA
Supervisor Agent State Change
Supervisor/Agent Chat
Reporting Elements Definitions
| Subject | Statistic Type | Statisitic | Parameter | Definition |
|---|---|---|---|---|
| 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 calls that were attempted. | |||
| Connected | Total number of calls that were connected. | |||
| Failed operator transfers | Total number of calls for which operator transfer failed. | |||
| In person | ||||
| Promise to pay calls | Total number of calls in which customers agreed to pay a certain amount of money (for example, when a payment has 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 agents took to answer calls. That is, the total time that the calls were placed on hold. | |||
| 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. The preview dial options include dialing the number that is offered in the Preview Dialing window, skipping the number and moving to the next account, and manually dialing a different number. | |||
| 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 agents took to answer calls. That is, the total time that the calls were placed on hold. | ||
| 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. | |||