Wallboard Guide

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.

A dashboard can be displayed on any screen such as a tablet, a desktop computer, or a widescreen office monitor, 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 using LiveVox Wallboard. 

Getting Started

To get started:

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

   The Wallboard link is 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 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.

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 displays the following columns:

• Dashboard: Indicates the name of a dashboard.

• Type: Indicates the type of 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 displays 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 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.

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.

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 to shared or personal anytime. For information about how to do so, see the Dashboard Menu section.

   A dashboard is created.

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

   You can rename the dashboard anytime. For information about how to do so, see the Dashboard Menu section.

   The New panel window appears.

   You can rename the panel anytime.

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

   You can modify the font size and 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 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.

   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.
   

   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.
   

   • 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.
   

   • 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
   • 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.
   

   • 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:
    

    Sorting

    1. On the Sort By menu, click the Add a new sort criterion icon ().
       
       
    2. Double-click the Sort by cell.
       A list of selected parameters appears.

    3. 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.
       

       • 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) for the panel:
    

    Defining Panel-Level SLAs

    1. Click the SLA tab.
       A table with the selected statistic parameters appears.
       
    2. In the rows displaying the parameters for which you want to define SLAs, as required, in the Too low and Too high columns:
       1. Double-click the Violation cell, and then enter a value.
       2. Double-click the Warning cell, and then enter a value.

    3. 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.
       

       For information about SLAs, see the SLAs section.

    4. Click .
       The Abandon threshold field appears.

       • Abandon threshold refers to the time period beyond which a call is considered abandoned when disconnected by a customer. This value is represented in seconds.
       • By default, the Abandon threshold field displays the Default value, which refers to the abandon threshold set for all dashboards (global preference). For more information, see the Defining Default Abandon Threshold section.
    5. Select a value in the field.

    
    

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

13. In the preview pane, click .
    The Percentages option appears.
    

    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.
      

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

      
      

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

    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. 

    
    

Panel Views

When designing a panel, you can specify the view in which you want the panel to appear on the dashboard.

The following table contains an image as an example to represent each view.

The following table contains the names of the tabs that appear in the Editor window when designing a panel, for each view.

Viewing a Dashboard and its Panels

To view a dashboard and all its panels:

1. On the Dashboard menu, select the dashboard that you want to view.

2. On the Panel menu, select All Panels.
   The dashboard and its panels appear. 

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:
  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.

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 on a wallboard.
• Middle area: Represents a panel that appears in the middle area on a wallboard.

• Lower area: Represents a panel that appears in the lower area on a wallboard.
  

  
  

The table displays 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 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).

The table also displays 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 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.

You can define 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. 

  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):

• 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.
  
  

  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. 

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.

Defining Default SLAs

To define default SLAs:

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 enter a value.

   2. Double-click the Warning cell, and then enter a value.
      
      

      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). 
      

      
      

      • 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 ().
3. 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.

To define the default abandon threshold globally (that is, for all the dashboard and their panels):

1. On the toolbar, click .

2. On the Preferences tab, in the Default abandon threshold field, select a value.

   The options in the Default abandon threshold field represent seconds.

   You can revert your change (before you save it) by using the Undo client SLA changes icon ().

3. 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.

To change the state of your agents:

1. On the dashboard, in the panel, click .
   The Plugins option displaying the Change agent state option appears.
   
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 Force Logoff.
   The Info window appears.
4. If you want to send a message to the selected agents before changing their state, enter 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.

Chatting With Agents

As a manager, you can chat with your agents individually or cumulatively. To chat with your agents:

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 simultaneously, 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.

   • 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. 

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.