Filters can be applied to the following statistics displayed for widgets on a wallboard:
- Company Summary: Average talktime today
- Company Summary: Inbound calls today
- Company Summary: Average call wait time today
- Company Summary: Unconnected calls today
- Company Summary: Answered inbound calls today
- Company Summary: Current queued calls
- Company Summary: Current calls with agents
- Company Summary: Current longest wait time
- Live Status: Agents Overview
Administrators and supervisors must have the Wallboards: Modify privilege to create or modify a wallboard.
To filter a wallboard widget:
Procedure #
Step 1:
Click Data > Wallboards on the menu bar. A list of the wallboards that are already available for use is displayed.
Step 2:
Select (or add) the appropriate wallboard.
Step 3:
Click View/Edit Wallboard.
Step 4:
To unlock the wallboard (if you are editing an existing one), click:
Step 5:
To filter on the statistics that are displayed for a widget, click on the following icon in the widget’s title bar:
The Filters dialog is displayed.
The Company Summary statistics can be filtered by call queue. Multiple call queues can be selected.
The Agent Overview statistics can be filtered by:
- User group
- Channel
- Queue
- Agent status
Step 6:
Specify the filters to be applied.
- Company Summary statistics – If one or more call queues are selected, the widget’s title bar shows the number of call queues selected out of the total number of call queues in the company. For example, if a company has 20 call queues and the widget was filtered to 7 call queues, the text would display “7 of 20 Call Queues Selected”. If no call queue or all call queues are selected, the text displays “All Call Queues”.
- Agent Overview statistics – For user group, channel and queue, you can select either All user groups/All channels/All queues or a specific user group/channel/queue. You cannot multiselect user groups/channels/queues.
For status, you can select all, one or multiple statuses.
The status Active denotes agents who are currently handling (connected to) a call, email or webchat.
Even though your company may have lots of break reasons (which will show on the widget itself), the filter only applies to the agents’ status, so break reasons are only categorised as either productive or non-productive.
Step 7:
Click Confirm.
The filter is applied to the statistics.
Step 8:
To save and lock the wallboard, click:
The widget now displays the filtered statistics for any user viewing this wallboard and can only be changed by unlocking the wallboard and editing the filter by clicking:
Note: If the queue that is set against the wallboard widget is deleted, the wallboard widget becomes unavailable and displays the text Restricted Widget. The wallboard is still viewable.