Queue Wallboard Widget Definitions
Whether you are a user or administrator, the following list details the available widgets in the Queue Wallboard module as well as the information they are supposed to show.
If you are a user, it's possible that not all of the following widgets are available to you in your user control panel. If you feel you should have access to a specific widget, please contact your Administrator for further assistance.
- 1 Abandoned Calls
- 2 Active Calls
- 3 Agent State
- 4 Agent Summary
- 5 Average Wait Time
- 6 Caller Outcome Summary
- 7 Clock
- 8 Last 24 Hours of a Queue
- 9 Generic HTML/Text section
- 10 Hold time for Queue
- 11 Longest Wait Time on Queue
- 12 Multiple Agent Summary
- 13 Queue Summary
- 14 Received Calls
- 15 SLA of a Queue
- 16 Last Week of a Queue
Abandoned Calls
Displays the abandoned calls on a single Queue
The number of callers who exited the queue without speaking to an agent or leaving a voicemail - i.e. they got tired of waiting and hung up or didn't want to leave a voicemail
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Abandoned Calls".
Queue: The queue to use for this widget.
Text: Text to add to the bottom of the widget.
Active Calls
Displays the current active calls on a single Queue
How many active calls are currently in this queue.
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Abandoned Calls".
Queue: The queue to use for this widget.
Text: Text to add to the bottom of the widget.
Agent State
This widget displays the current state of an agent in a specific queue.
Shows the state (Busy, Idle, On Call) of a specific agent in the selected queue.
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Agent State".
Queue: The queue to use for this widget.
Agent Name: The agent to monitor for this widget.
Text: Text to add to the bottom of the widget.
Agent Summary
This widget displays live information about a single agent
The user can see more detailed information about an agent in the selected queue.
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Agent Summary".
Agent Name: The agent to monitor for this widget.
Text: Text to add to the bottom of the widget.
Average Wait Time
Displays the average wait time over a period of time for a single queue
Allows the user to see the average wait time for selected queue over a period of time.
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Average Wait Time".
Queue: The queue to use for this widget.
Averaging Period: Period to show on the graph for the average wait times.
Text: Text to add to the bottom of the widget.
Caller Outcome Summary
Displays a brief summary of Caller Outcome in the Queue
This widget allows the user to see three kinds of information:
The number of Answered Calls
The number of Timeout Calls
The number of Hung Up Calls
This information can be adjusted in a determinate range of time, such as: One Hour, Six Hours, Twelve Hours, A Day, a Week and a Month.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Caller Outcome Summary".
Queue: The queue to use for this widget.
Time Range: Time Range to use for the displayed data.
Text: Text to add to the bottom of the widget.
Clock
Allows one to display the time in various timezones
Allows the user to see a tiny digital clock that will contain the time and date information of a specific time zone that has been previously setup in the Queue Wallboard module.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Average Wait Time".
Timezone: Timezone to use for the clock.
Clock Type: 24hour or 12hour.
Text: Text to add to the bottom of the widget.
Last 24 Hours of a Queue
Displays a summary of the last 24 hours of a single queue
Allows the user to see statistic information about calls in a specific queue in a range of time of twenty four hours.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Last 24 Hours of a Queue".
Queue: The queue to use for this widget.
Text: Text to add to the bottom of the widget.
Generic HTML/Text section
Displays whatever the administrator wants as long as the content is HTML or plain text.
Allows the user to see specific notes(text) or HTML formatted code that needs to be known.
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Generic HTML/Text section".
Queue: The queue to use for this widget.
Text: HTML to add to the widget.
Hold time for Queue
Displays an exponential average of the hold times for calls that have been answered.
It allows the user to see the hold time for queue since the last reset.
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Caller Outcome Summary".
Queue: The queue to use for this widget.
Alert above: Send a browser notification after a specified number of minutes if the Caller is still on hold.
Text: Text to add to the bottom of the widget.
Longest Wait Time on Queue
Displays the longest wait time on a single Queue
It allows the user to see what was the longest wait time of a specific queue.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Longest Wait Time on Queue".
Queue: The queue to use for this widget.
Time Range: Time Range to use for the displayed data.
Alert above: Send a browser notification if the longest wait time is above this threshold in minutes.
Text: Text to add to the bottom of the widget.
Multiple Agent Summary
It allows the user to see Agent Summaries under multiple queues that has been previously selected in Queue Wallboard page.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Multiple Agent Summary".
Agent Name: The one that you want to monitor.
Queue Summary
It allows the user to see three kinds of information:
The number of Abandon Calls
The number of Received Calls
The Average Wait Time of Calls in seconds
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Queue Summary".
Queue: The queue to use for this widget.
Text: Text to add to the bottom of the widget.
Received Calls
It allows the user to see how many received calls does a specific queue has.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "Received Calls".
Queue: The queue to use for this widget.
Time Range: Time Range to use for the displayed data.
Text: Text to add to the bottom of the widget.
SLA of a Queue
It allows the user to see the service level agreement of a specific queue.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "SLA".
Queue: The queue to use for this widget.
Alert Level: Send a browser notification if the longest wait time is above this threshold in minutes.
Text: Text to add to the bottom of the widget.
Last Week of a Queue
It allows the user to see statistic information about calls in a specific queue in a range of time of a week.
UCP | Admin |
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Name: Name of this widget in UCP.
Server: Local or remote server selection.
Type: Type of widget, in this case "SLA".
Queue: The queue to use for this widget.
Text: Text to add to the bottom of the widget.
Widget Time Rages
One Hour : Last One Hour from the current time
Six Hours : Last 6 hours from the current time
Twelve Hours : Last 12 Hours from current time
One Day : Last 24 Hours from current time
A Week : Last 1 week from current time
A Month : Last 1 Month from current time