InfinityOne Release 2 - Wallboard Application

Feature Description

The InfinityOne Wallboard application provides a real-time summary of the call center operation. This application is mainly implemented to display key call center queue and agent statistics for one or more, or even all of the queues. The Wallboard can be displayed on one or more more desktops equipped with the InfinityOne desktop application or using the InfinityOne web interface.  Each Wallboard user can choose between displaying a single queue of their choice, or can view an array of all the queues that they configure.

The statistics that are displayed for each selected queue in the wallboard application are:

  • Total Calls: Total number of calls is obtained by adding calls that have been answered, calls that are presently in the queue and the calls that have been abandoned by the caller or were passed to a Fail Over Destination as defined in PBX/Queue settings 
  • Answered Calls: The total number of calls that have been answered by the agents
  • Calls Waiting: Total number of Calls that are presently waiting in the queue
  • Abandoned Calls: Total number of Calls that entered this specific queue but the caller disconnected or were passed to a Fail Over Destination as defined in PBX/Queue settings 
  • Abandoned Percentage: Percentage of the total calls in this specific queue that were abandoned.
  • Longest wait in Queue: Longest time an currently waiting call has waited in the queue before being answered by an agent or the caller abandoned the call

The following information regarding Agents are also displayed, while they are established on a Queue or Non Queue call. This information is displayed for all agents belonging to the Queue selected.

  • Agent ID: This is the Extension of the agent configured on the Asterisk Manager Interface
  • Name: This is the name of the Agent
  • CLID: Caller ID information
  • Status: Status of the agent, like Idle, Not Ready, Unavailable, On Call etc.
  • Call Type: Type of the call established, like CC or Non CC call.
  • Duration: This is the duration of time the agent is either on a call or is sitting idle

Introduction

The InfinityOne Wallboard application is included as part of InfinityOne. It is a licensed feature and is available for unlimited use within the InfinityOne application once the license is installed on the UCx Server.  You may use either the InfinityOne Desktop or Web interface to view the Wallboard; it is not supported on the Mobile interface.

Pre-Requisites

Upgrade your UCx server to the latest software version. (See Software Update for details on how to upgrade your software.)

There should be one or more queues configured with one or more agents belonging to each of the queues. (See Call Center documentation for detailed instructions.)

The InfinityOne package must be installed on the UCx Server. (See InfinityOne - Installation and Setup for detailed instructions.)

The InfinityOne Wallboard application requires a license with access to the application. First obtain the license and then install the license key.

Step One: Install the License

To request for a new license that includes the Wallboard application, perform the following steps:

  1. From the UCx Web-based Configuration Utility, navigate to System -> Licenses -> License Details
  2. Copy the entire Host ID string
  3. Send the entire Host ID string together with the name of your company, the Asset number and the desired license to [email protected].

Once you receive the new license, perform the following steps:

  1. From the UCx Web-based Configuration Utility, navigate to System -> Licenses -> Enter License
  2. Copy the entire license string provided by E-MetroTel in the License String field and press the Save button to activate the license.

Step Two: Install the InfinityOne package

If InfinityOne is already installed on the system, you can skip this step.

Otherwise, go to InfinityOne - Installation and Setup and follow the instructions to install and configure InfinityOne.

Step Three: Enable Wallboard application

The first time you configure any Wallboard capabilities, you must log in to the InfinityOne client (desktop or web) as an Administrator.

  • Click on the account box (top left where your username and avatar is shown) 
  • Select Administration -> Wallboard
  • Click the Wallboard Enabled -> True button
  • Update Wallboard Navigation Title as desired.  This title will show up in the left navigation panel of InfinityOne.  This is shown on all InfinityOne clients that have been allowed access to the Wallboard.
  • Set the Show Chart option to True if you want each Wallboard Queue screen to have a graphical summary of queue status.  Otherwise, set the Show Chart option to False.  This is shown on all InfinityOne clients that have been allowed access to the Wallboard.
  • Click the SAVE CHANGES button

Step Four: Configure Access Permissions

By default, only accounts with Administrator access can make changes to the Wallboard settings shown above (Wallboard Enabled, Wallboard Navigation Title, and Show Chart). 

Once the wallboard has been enabled by the administrator account, any user that has been authorized for viewing the wallboard queues, including the administrator, will have to log out of their InfinityOne account and log back in in order to access the Wallboard Queues.

There are five types of pre-configured roles that can be assigned to accounts when they are configured on InfinityOne (other roles can be created, defined, and assigned as well):

  • Admin (default for the first account created, but can be assigned to any other account)
  • Bot
  • Guest (limited set of capabilities)
  • User (default)
  • Wallboard

By default, any account with an Admin role can view the wallboard queues.  You can also set up specific accounts that only have access to the Wallboard queues and no other features, or you can allow any or all of the other roles to view the wallboards.  

Limiting an account to only have Wallboard Viewing Capability.

If you plan to have a monitor running on a PC that is dedicated to displaying the Wallboard information, perhaps in a dedicated Call Center environment, then you can create an account that is only given permissions to view wallboards.  From the Users section of the Administration menu in an administrator's account, click the Add User icon ("+" icon), complete the required account information, and select ""wallboard" in the Role drop-down menu.  This will prevent the account from participating in chats and having a telephony interface.

Giving Access to Specific User Accounts

Once you have created accounts with  other Roles, you can choose to allow individual accounts to access the Wallboard information.  To do so:
 

  • Click on the account box (top left where your username and avatar is shown) 
  • Select Administration -> Permissions
  • Find the column labeled wallboard (highlighted in red below)

WallboardPermissions.png

  • Click on the Add user text entry box, and begin typing the name of a User account
  • Select the desired user account entry
  • Click Add

​This process can be repeated for as many users as desired.

Giving Wallboard Access to Specific Roles

Typically, if this option were used, it would be used to provide every account with a standard User role the option of viewing wallboards.

  • Click on the account box (top left where your username and avatar is shown) 
  • Select Administration -> Permissions
  • Find the column labeled user (highlighted in red below)
  • Scroll down the page to the row labeled view-queue (highlighted in red below)
  • Set the check box option (highlighted in red below)
  • The setting is automatically save when the check box is clicked and you will be notified with a "Permissions Changed" banner that will appear momentarily.

WB_PermissionsMainPage1.png

WB_PermissionsWallboardInfo1.png

WB_PermissionsChanged.png

Note that the view-queue setting is already set for the wallboard role (highlighted in the green boxes above).

Step Five: Join Queues

After the Wallboard application has been enabled, you have to logout of InfinityOne and log back in to see the option for WALLBOARD QUEUES appear in the left navigation panel.


 

Click on More Wallboard Queues ... to see the list of available queues to join.
WB_Wallboard_Queues.png

Click on the queue number to preview the real time statistics of the queue.
If the option to Show Chart is set to False, then the pie chart will not be displayed on the Wallboard display.
Click on the JOIN button at the bottom of the page to subscribe to this queue (highlighted in red below)
WB_Joining_Queue.png
Repeat this for each of the queues that you intend to monitor on this account 

Each account can be set up to monitor a different set of queues independently of each other.  This allows Call Center managers to focus on the queues that they are responsible for.  Similarly, one or more accounts may be set up to monitor all queues within the system as well so that the Call Center supervisor can continuously monitor all positions.

All your subscribed queues will appear on the left navigation panel.

View a Single Queue

after you have subscribed to the desired queues, you may click on an individual queue to see the display for that queue only.

View All Subscribed Queues

Click on All to see all the subscribed queues on one page.
WB_SubscribedQueues.png

The Wallboard application will present the subscribed queues on a single screen.
WB_AllQueues.png

The Info Button

When you are viewing an individual queue, the Info icon () will appear on the top right corner of the wallboard display.  Clicking this icon will allow the user to reset the statistics for that Queue. The statistics can be reset by clicking on the switch slider next to Reset Queue Stats.
IOneWallboardQueueInfo_0.png
 

Note: Resetting the queue statistics will reset the statistics for all accounts that are viewers of that queue, not just for the account that activates the reset switch.

You will be given an opportunity to confirm your decision:
IOneWallboardQueueReset.png
You will also be notified when the server has reset the statistics. 
IOneWallboardQueueResetDone.png

You can click the X in the Wallboard Queue Info window to exit.

Page Tags: 
Wallboard
infinityone
Queue
Call Center