Wallboard Slides (Phase 2)

Wallboards are a powerful tool for keeping your contact center teams informed and engaged. Use this page to explore the different types of slides available for your wallboards.

Current Agent States Slide

The Current Agent States slide displays agent activity across the contact center, including Contacts in Queue, Longest Contact in Queue, and agent status totals (Inbound, Outbound, Available, Unavailable, and Total Agents).

To create a Current Agent States slide:

1. From the Wallboard creation page, click +New Slide.

2. Choose Current Agent States, then click Select.

3. Add a Slide Name.
   The slide name helps you identify and organize your slides when creating or managing Wallboards.
   

4. Add a Display Name.
   The display name is the title visible on the slide.
   

5. Provide a Description for your slide.

6. Set the Slide Interval (minimum 15 seconds, default 30 seconds).

7. Use the Toggle to add or remove Background Shadow.
   Adding a background shadow makes the text pop when a custom background is added to the slide.
   

8. Click Next.

9. Use the Employee and Contact Group dropdown menus to display data for specific groups. By default, data for all groups is shown

10. Click Save.

Custom Slide

This slide type provides the greatest flexibility, allowing you to create a custom slide using a variety of prebuilt components. Select from multiple prebuilt widgets to add the information you need to your wallboard slide

To create a Custom slide:

1. From the wallboard slide creation page, click +New Slide.

2. Choose Custom, then click Select.

3. Add a Slide Name.
   The slide name helps you identify and organize your slides when creating or managing Wallboards.

4. Provide a Description for your slide.

5. Set the Slide Interval (minimum 15 seconds, default 30 seconds).

6. Use the Toggle to add or remove Background Shadow.
   Adding a background shadow makes the text pop when a custom background is added to the slide.

7. Click Next.

8. Drag and drop or double-click to add widgets to the blank canvas. Some widgets may require Metric selection or Group Selection. Widgets can only be added to a custom slide.
   Once on the canvas, you can edit, delete, rearrange (drag), or resize widgets. Each must meet minimum size requirements, and they cannot overlap. An error displays if there's insufficient space.
   

   • Gauge – Displays overall performance for the selected metric.
     

     Settings

     Widget Settings

     • Display Name: Name the widget.

     • Metrics: Select one metric to include on the widget.

       Time-based metrics include a format option that allows you to customize how time values are displayed in the widget. You can choose from the following display formats: Seconds, Minutes, Hour, HH:MM:SS and HH:MM:SS:SSS.
       

     • Override Ranges: Click the Check box to customize objective ranges. Enter the new ranges in the boxes provided.

     Groups

     • Date Range: Set a Custom range or choose from options such as Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Current Week,Last Week, Current Month, and Last Month.

     • Days of the Week: Select the days of the week you want to include in the widget.

     • Time: Define the time period. Select Include, Exclude, or View All to specify which time periods to display.

     • View By: Select a group to view data in your widget at the group level. You can choose from Agent, Team, Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge., or Campaign A grouping of skills used to run reports.. For example, choose Team to see widget data broken down by Team.

     • Team: Select the Teams to include in the widget.

     • Agent: Select the Agents to include in the widget.

     • Campaign: Select Campaigns A grouping of skills used to run reports. for additional filtering.

     • Skill: Select Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for additional filtering.

   • Summary – Shows the performance summary for up to three metrics.

     Settings

     Widget Settings

     • Display Name: Name the widget.

     • Metrics: Select up to three metrics to include on the widget.

       Time-based metrics include a format option that allows you to customize how time values are displayed in the widget. You can choose from the following display formats: Seconds, Minutes, Hour, HH:MM:SS and HH:MM:SS:SSS.
       

     • Show Ranking: Use the Toggle to enable/disable listing agents by Ranking.

     Groups

     • Date Range: Set a Custom range or choose from options such as Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Current Week,Last Week, Current Month, and Last Month.

     • Days of the Week: Select the days of the week you want to include in the widget.

     • Time: Define the time period. Select Include, Exclude, or View All to specify which time periods to display.

     • View By: Select a group to view data in your widget at the group level. You can choose from Agent, Team, Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge., or Campaign A grouping of skills used to run reports.. For example, choose Team to see widget data broken down by Team.

     • Team: Select the Teams to include in the widget.

     • Agent: Select the Agents to include in the widget.

     • Campaign: Select Campaigns A grouping of skills used to run reports. for additional filtering.

     • Skill: Select Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for additional filtering.

   • Thermometer – Fills as progress is made toward an objective goal.
     

     Settings

     Widget Settings

     • Display Name: Name the widget.

     • Metrics: Select one metric to include on the widget.

       Time-based metrics include a format option that allows you to customize how time values are displayed in the widget. You can choose from the following display formats: Seconds, Minutes, Hour, HH:MM:SS and HH:MM:SS:SSS.
       

     Groups

     • Date Range: Set a Custom range or choose from options such as Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Current Week,Last Week, Current Month, and Last Month.

     • Days of the Week: Select the days of the week you want to include in the widget.

     • Time: Define the time period. Select Include, Exclude, or View All to specify which time periods to display.

     • View By: Select a group to view data in your widget at the group level. You can choose from Agent, Team, Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge., or Campaign A grouping of skills used to run reports.. For example, choose Team to see widget data broken down by Team.

     • Team: Select the Teams to include in the widget.

     • Agent: Select the Agents to include in the widget.

     • Campaign: Select Campaigns A grouping of skills used to run reports. for additional filtering.

     • Skill: Select Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for additional filtering.

   • Agent Counter – Shows how many agents are in each state.
     

     Settings

     Widget Settings

     • Display Name: Name the widget.

     Groups

     • Team: Select the Teams to include in the widget.

     • Agent: Select the Agents to include in the widget.

     • Campaign: Select Campaigns A grouping of skills used to run reports. for additional filtering.

     • Skill: Select Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for additional filtering.

   • Image – Uploads a custom image.

   • Text – Displays a block of custom text.
     

     Settings

     Widget Settings

     • Rich Text Editor: Enter and format text using a variety of editing options, including bold, italic, underline, text color, bulleted and numbered lists, and alignment settings.
       

       If a scroll bar appears after placing the widget, resize the widget to display all text. Otherwise, some text may not be visible when the slide is displayed.
       

       Use Case: Add a Text widget to provide context for a custom slide, such as a heading, team name, summary, or introductory message.

   • Top – Shows the top three performers for the selected metric.
     

     Settings

     Widget Settings

     • Display Name: Name the widget.

     • Metrics: Select one metric to include on the widget.

       Time-based metrics include a format option that allows you to customize how time values are displayed in the widget. You can choose from the following display formats: Seconds, Minutes, Hour, HH:MM:SS and HH:MM:SS:SSS.
       

     Groups

     • Date Range: Set a Custom range or choose from options such as Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Current Week,Last Week, Current Month, and Last Month.

     • Days of the Week: Select the days of the week you want to include in the widget.

     • Time: Define the time period. Select Include, Exclude, or View All to specify which time periods to display.

     • View By: Select a group to view data in your widget at the group level. You can choose from Agent, Team, Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge., or Campaign A grouping of skills used to run reports.. For example, choose Team to see widget data broken down by Team.

     • Team: Select the Teams to include in the widget.

     • Agent: Select the Agents to include in the widget.

     • Campaign: Select Campaigns A grouping of skills used to run reports. for additional filtering.

     • Skill: Select Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for additional filtering.

   • KPI – Displays performance data for your most important metrics. Add up to 15 KPI widgets per Custom slide.
     

     Settings

     Widget Settings

     • Display Name: Name the widget.

     • Metrics: Select one metric to include on the widget.

       Time-based metrics include a format option that allows you to customize how time values are displayed in the widget. You can choose from the following display formats: Seconds, Minutes, Hour, HH:MM:SS and HH:MM:SS:SSS.
       

     • Override Ranges: Click the Check box to customize objective ranges. Enter the new ranges in the boxes provided.

     Groups

     • Date Range: Set a Custom range or choose from options such as Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Current Week,Last Week, Current Month, and Last Month.

     • Days of the Week: Select the days of the week you want to include in the widget.

     • Time: Define the time period. Select Include, Exclude, or View All to specify which time periods to display.

     • View By: Select a group to view data in your widget at the group level. You can choose from Agent, Team, Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge., or Campaign A grouping of skills used to run reports.. For example, choose Team to see widget data broken down by Team.

     • Team: Select the Teams to include in the widget.

     • Agent: Select the Agents to include in the widget.

     • Campaign: Select Campaigns A grouping of skills used to run reports. for additional filtering.

     • Skill: Select Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for additional filtering.

   Tip: Preview the wallboard before publishing to verify all text, widgets, and other elements are displayed correctly. This helps you identify layout issues before sharing the wallboard with a wider audience.
   

9. Click Save.

Leaderboard Slide

Use the Leaderboard slide to display your highest performers and motivate agents to take the top spot.

To create a Leaderboard slide:

1. From the wallboard slide creation page, click +New Slide.

2. Choose Leaderboard, then click Select.

3. Add a Slide Name.
   The slide name helps you identify and organize your slides when creating or managing Wallboards.
   

4. Add a Display Name.
   The display name is the title visible on the slide.
   

5. Provide a Description for your slide.

6. Set the Slide Interval (minimum 15 seconds, default 30 seconds).

7. Choose the number of Top Performers to display (2-10).

8. Use the Toggle to add or remove Background Shadow.
   Adding a background shadow makes the text pop when a custom background is added to the slide.
   

9. Click Next.

10. Select the Metric used to measure your top performers.

11. Choose Date and Time ranges to filter the metric data. By default, data for every day of the week is included.

12. Use the Employee and Contact Group dropdown menus to display data for specific groups. By default, data for all groups is shown

13. Click Save.

Summary Slide

Use the Summary slide to see an overview of team performance across selected metrics.

To create a Summary slide:

1. From the wallboard slide creation page, click +New Slide.

2. Choose Summary, then click Select.

3. Add a Slide Name.
   
   The slide name helps you identify and organize your slides when creating or managing Wallboards.
   
   

4. Add a Display Name.
   The display name is the title visible on the slide.

5. Provide a Description for your slide.

6. Set the Slide Interval (minimum 15 seconds, default 30 seconds).

7. Use the Toggles to adjust the slide's appearance. You can enable/disable:

   • A Background Shadow to make the text pop when a custom background is added to the slide

   • The Slide Title (display name)

   • Listing agents by Ranking

   • Pagination to scroll through multiple slides of summary data

   • A Totals Row for all combined summary data

8. Click Next.

9. Select up to 10Metrics to view team performance.

10. Choose Date and Time ranges to filter the metric data. By default, data for every day of the week is included.

11. Select an option in the View By dropdown to choose the group level used to display data.

12. Use the Employee and Contact Group dropdown menus to display data for specific groups. By default, data for all groups is shown.

13. Click Save.