The Different Live Tiles available are;
| CTU List Tile | The CTU List tile can be set up in a number of ways depending on what you want to see. Clicking the Settings icon gives you the screens as shown further below The CTU list tile can be configured a number of different ways it can be configured to look at campaigns, list, teams and users as well as selecting 3 stats you wish to display for each. |
| Stats Tile | The stat tile widget allows you to choose which statistic to display as well as changing the size of the widget and size of the font. |
| Queues Tile | The skills tile allows you to display information about inbound queues routing to skill groups; |
| Result Code Tile | The result code widget will display how many of the result code selected, have been used today. |
| Free Text | This widget allows you have the ability to write in this widget using the settings icon at the top of the widget. You can choose various ways to do this using the options shown below. |
| Picture | This widget gives you the option of placing pictures on the dashboard relating to Campaigns, lists, Teams and Users. The pictures cannot be changed here, they can only be changed on the CTU page. |
| Time in Status | The time in status widget shows the following 4 statistics; talk time, ready time, not ready time and Wrap |
| Agent Status | The main aim of this widget is to give a quick glance look at what agents are doing at any one time. It can be resized but only shows the agent states (Preview, Ready, Talking, Not Ready, Wrapping and On Break). The font size can be changed in the settings. |
| Ticker | The Ticker Widget can be used to display a message on the dashboard which can be updated in the 'Ticker Admin' page without the need to change what is being displayed through the dashboard designer or wallboard manager. |
Below are further details of each widget and the settings they offer.
CTU Title
Selecting the settings icon on the tile will give you the following screen with the areas to configure.
| Data Type | Here you can select between Campaign, List, Team and User. Whichever of the above you select, the ‘stats’ selected underneath will be applied. |
| Hide Stats (Compact Mode) | This gives you the option of hiding the stats from the widget on the dashboard. |
| Primary, Secondary and Tertiary Stats | you can select 3 stats to show on the CTU list widget for each of the four Data Types (Campaign, List, Team and User). |
The following are the complete list of stats you can choose to display for each of the ‘data types’.
Campaign
List
Team
User
With this widget you can also use quick actions when agents are shown. You will have the option to edit the user via the CTU page, Kick the user by logging them off, Coach the user via the Coaching page, view the agents stats via a dialog box and add a note against that user.
CTU List with 'Team' selected - With this widget you can also use quick actions when teams are shown. You will have the option to edit the team via the CTU page and see the stats for that team via a dialog box.
CTU List with 'List' selected - With this widget you can also use quick actions when Lists are shown. You will have the option to edit the List via the CTU page and see the stats for that List via a dialog box.
CTU List with 'Campaign' selected - With this widget you can also use quick actions when Campaigns are shown. You will have the option to edit the Campaign via the CTU page and see the stats for that Campaign via a dialog box.
Stat Widget
When clicking on the settings icon, you will be presented with the following dialog box;
Here, the options are the same as the CTU List widget dependant on choosing Campaign, List, Team or User. However, the Live Stat Widget will only display one stat at a time.
| Data Type | You can select the data type to display – Campaign, List, Team or User. |
| Data to display | Choose a statistic to display on the widget. |
| Font Size | The stat font size |
Queues Tile
The skills tile allows you to display information about inbound queues routing to skill groups;
In the settings, you can change the following options;
| Data to display | Choose a statistic to display on the widget |
| Acd Queue | The queue you want the widget to display the skill from |
| Show Queue Name | Displays the queue name on the widget |
| Name Font Size (px) | The size of the queue name on the widget |
| Font site (px) | the stat font size |
| Stat alert | Tick to set and alert on the stat; |
| Threshold | Set the number to trigger the alert |
| Alert on every change | Tick to have the alert every time the threshold number changes |
| Audio File | Choose what audio the widget will play when alerting, the widget will also flash on the dashboard when alerting |
To Note!
To upload an audio file for use here you must ensure it is no longer than 2 seconds long and is in a .wav format.
Result Code Widget
The result code widget will display how many of the result code selected, have been used today.
The widget works like any other whereby selecting the settings icon in the top right. You will then be presented with the following options;
| Data Type | You can select the data type to display – Campaign, List, Team or User. |
| Select a Result code | Select the result code you want to display. |
| Font size (px) | Set the size of the font. |
Free Text Widget
This widget is fairly self-explanatory, you have the ability to write in this widget using the settings icon at the top of the widget. You can choose various ways to do this using the options shown below.
Picture Widget
This widget gives you the option of placing pictures on the dashboard relating to Campaigns, lists, Teams and Users. The pictures cannot be changed here, they can only be changed on the CTU page.
| Data Type | Change which data to display - Campaign, list, team and user |
Time in Status Widget
The time in status widget shows the following 4 statistics;
| Talk Time |
| Ready Time |
| Not Ready Time |
| Wrap Time |
It can be configured to display information from either Campaigns, Lists, Teams or Users.
Agent Status Widget
The main aim of this widget is to give a quick glance look at what agents are doing at any one time. It can be resized but only shows the agent states (Preview, Ready, Talking, Not Ready, Wrapping and On Break). The font size can be changed in the settings.
Ticker Widget
The Ticker Widget can be used to display a message on the dashboard which can be updated in the 'Ticker Admin' page without the need to change what is being displayed through the dashboard designer or wallboard manager.
Note - There is a separate Ticker admin page where you can set up different tickers to be used on dashboards.
On this page you can create a new ticker via the blue button in the top left. You can then add a name, description, tick/untick the active tick box and add/edit the text to update the ticker.
Note - Tickers can be updated independently of the dashboard and changes will take immediate effect upon saving.
The right hand side of the screen will display which dash/wallboards the ticker has been added to.
Clicking the settings gives you the following options.
| Select a ticker | Gives a drop-down menu of all the tickers already created in ‘Ticker Admin’. |
| Scroll Speed | Set the speed at which the text will scroll across the screen. |
| Widget Title | Lets you add a title to the ticker which is displayed in the blue ‘Status bar’ area. |
| Font Size (px) | Lets you set the size of the font (font doesn’t change when the widget is resized on the dashboard). |
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