Comstice Wallboard Widgets for Avaya Aura and Oceana

This widget shows the top 5 or 10 queues based on the highest number of calls waiting. It helps to list the active queues instead of monitoring all the queues, where most of them might not have any active calls.

Average Talk Time shows the hourly average talk time for the selected splits. The arithmetic average of the split talk times and calls handled numbers are used. This chart updates at every interval.

Average Wait Time shows the hourly average wait time for the selected splits. The arithmetic average of the split wait times and received calls numbers are used. This chart updates at every interval.

Real-time Average talk and wait time values displayed as the arthmetic average of the individual splits selected. This value is calculated starting from the midnight of the day and includes the current interval. Therefore it is a real-time indicator.

Hourly chart which shows the total number of abandoned calls for the selected CSQs at each hour. Users can hover the mouse to see the each hourly value.

Total number of received and abandoned calls for the selected CSQs. The values are collected starting from the midnight of each day and resets every day.

Hourly chart which shows the total number of answered calls for the selected CSQs at each hour. Users can hover the mouse to see the each hourly value.

Total number of calls received, answered and abandoned starting from the midnight of that day for the CSQs selected.

Hourly chart which shows the total number of received calls for the selected CSQs at each hour. Users can hover the mouse to see the each hourly value.

Calls which are taken out of the queue to be treated separately are marked as dequeued. This widget shows the real-time total number of dequeued calls for the selected CSQs.

Avaya Aura and Oceana marks each call with service level met flag based on the service level set for each CSQ. Service level percentage is the calculation used based on the number of calls which have service level met set to true versus the total number of calls received.Users can also set the thresholds for the service level which will clor-code the gauge as amber or red for threshold 1 and 2 respectively.

This widget shows the individual service levels in 4 or 8 donuts for the selected CSQs. It is possible to set thresholds for color-coding the donut chart as well.

This widget shows the date and time information of the location where the dashboard is launched. This is not the system date and time.

Managers and team leaders can create team messages under various message groups. Each message can have a priorities 1, 2 and 3 with color-coding of red, amber and green. Scrolling team message widget shows the list of messages in the selected message groups as a slider which users can set the speed. Multiple message groups can be created and selected in the widget.

This widget shows the hourly received, answered and abandoned calls of the selected VDNs.

This widget shows the oldest in queue for the selected VDNs.

This widget shows the last seven days calls received, answered and abandoned.

This widget shows the date and time information of the location where the dashboard is launched. This is not the system date and time.

Managers and team leaders can create team messages under various message groups. Each message can have a priorities 1, 2 and 3 with color-coding of red, amber and green. Scrolling team message widget shows the list of messages in the selected message groups as a slider which users can set the speed. Multiple message groups can be created and selected in the widget.

This widget lets users to upload an image and display the text alongside with it. It is often used to welcome the guests or praise the employee of the month or the star of the week.

This widget shows the first 5, 10 or 30 agents from the selected agent list. First column is the received calls, second is answered and the last column is the abandoned calls at the agent level also known as RONA (Reroute On No Answer). Those calls are sent to the agent but taken back to the queue since agent failed to answer on time.

This widget shows the first 5, 10, 20 or 30 agents from the selected agent list. It shows the agent states and state durations. If agent is in Not Ready state (color red), it shows the not ready reason codes either selected by the agent or assigned by Avaya Aura and Oceana.