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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.

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

UCPAdmin

  • 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.

UCPAdmin


  • 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.

UCPAdmin

  • 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.

UCPAdmin


  • 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.

UCPAdmin

  • 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.

UCPAdmin

  • 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.

UCPAdmin

  • 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.

UCPAdmin

  • 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.

UCPAdmin

  • 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.

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.

UCPAdmin

  • 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.

UCPAdmin

  • 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

UCPAdmin

  • 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.

UCPAdmin

  • 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.

UCPAdmin

  • 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.

UCPAdmin

  • 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

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