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:
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.
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.
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 - Install the infinity_one Package on the UCX for detailed instructions.)
The InfinityOne Wallboard application requires a license with access to the application (see Installation below).
To request a new license that includes the Wallboard application, follow the standard E-MetroTel licensing process as noted in Product Licensing:
If you have successfully licensed the Wallboard functionality you will see the "WB" code in the Product Code on the License Details page:
If InfinityOne is already installed on the system, you can skip this step.
Otherwise, go to InfinityOne - Install the infinity_one Package on the UCX and follow the instructions to install and configure InfinityOne.
The first time you configure any Wallboard capabilities, you must log in to the InfinityOne application (using Browser or Desktop Interface) as an Administrator.
Never | The Scheduled Reset of the wallboard statistics cannot be changed by users with Edit Wallboard Queue permission |
None | Users with the Edit Wallboard Queue permissions can set and subsequently change the reset schedule for specific Wallboards. |
Daily, Weekly, Monthly | Sets the default reset schedule for all queues. Users with the Edit Wallboard Queue permissions can modify the reset for specific Wallboards. |
Note: Selecting Daily allows the administrator to schedule the default time of day; Weekly allows the selection of default time of day and day of week; Monthly allows the default time of day and the day of month to be configured.
Access to the walboard-related settings and viewing information is controlled through the permissions assigned to users.
The permissions associated with Wallboard information are as follows:
Permission | Description |
---|---|
View Wallboard Queue | Users with a role that has this level of permission can select and view wallboards on their screen. |
Edit Wallboard Queue |
Users with a role that has this level of permission can select and view wallboards on their screen and reset the queue statistics for the queue they are viewing. If the Scheduled Reset Type is set to anything other than Never, these users can change the schedule for a viewed queue. Users with this permission level can also edit the name of queues to replace the Queue Number on the Wallboard display. Note that name is presented to all InfinityOne users that have access to the Wallboard(s) but it does not change the name of the queue in the UCX |
View Wallboard Administration | User will have access to the Administration -> Wallboard page. |
By default, only accounts with Administrator access can make changes to the Administration -> Wallboard page. The parameters on this page include:
You may add specific permissions to other users that provides them access to this information.
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.
The Wallboard role is one of the 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). 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.
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.
To create an account with only wallboard role permissions:
Once you have created accounts with other Roles, you can choose to allow individual accounts to access the Wallboard information.
To assign the wallboard role to a user:
Typically, if this option were used, it would be used to provide every account with a standard User role the option of viewing wallboards.
To assign wallboard view permission to the user role:
Note that the view-queue setting is already set for the wallboard role (highlighted in the green boxes above).
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.
To join a queue:
Repeat this for each of the queues that you intend to monitor from this account.
All your subscribed queues will appear on the left navigation panel.
After you have subscribed to the desired queues, you may click on an individual queue to see the display for that queue only.
Click on All to see all the subscribed queues on one page.
The Wallboard application will display the subscribed queues on a single screen.
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, show the graphical Agent Status chart, and/or modify the name of the queue as displayed on the Wallboard.
The statistics can be reset by clicking on the switch slider next to Reset Queue Stats.
You will be given an opportunity to confirm your decision:
You will also be notified when the server has reset the statistics.
If you have sufficient priveleges configured by your InfinintyOne Administrator, then you will have the option to edit the Queue Name field, and you will see a Pencil edit button when hovering over the right hand side of the field.
After clicking the pencil button, enter the queue name:
Clicking the green checkmark will save the name:
You can click the X in the Wallboard Queue Info window to exit.