Switchboard Queue Wallboard Widget User Training
- 1 Queue Wallboard Widget
- 1.1 Wallboard
- 1.2 Calls Waiting
- 1.3 Members
- 1.4 Past Calls
- 1.5 Average Wait Time
- 1.6 Wait Time Thresholds
- 1.7 Queue Visibility Permissions
Queue Wallboard Widget
This article is a companion document for the Switchboard Queue Wallboard Widget video. This widget helps managers and employees view real time statistics and activity for your queues.
Wallboard
The wallboard shows key call center data that is easy to view at the top of your Switchboard.
Calls Waiting
Shows how many calls are waiting, as well as the maximum wait time.
Members
Shows how many people are logged in, and how may are busy
Past Calls
Shows how many calls have been taken, missed, and abandoned.
Average Wait Time
Shows the average wait time for calls.
Wait Time Thresholds
Notifications can be set up to alert supervisors if wait time thresholds have been exceeded. Go to settings tab of the Wallboard widget.
Enter the waiting time threshold
Select Raise notification when threshold is passed, then click SAVE.
Queue Visibility Permissions
To give access to the Wallboard widget to users, make sure the user has been granted the overview view in the queue permissions screen.
Once they have permission, the user will have access to the widget in the layout editor, under the Add Widget drop-down menu.
