This document provides the details of Comstice Wallboard Widgets available for Avaya Aura and Oceana. Please check Comstice Avaya Wallboard User Guide for more details about how to create, save and share dashboards.
All the widgets reset the values at the midnight of the system time, except the widgets specifically mentioning the limited time in the name such as "Last Hour", "This Week".
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Agent Widgets
Agent Daily Summary
This widget retrieves the data from Avaya Aura and Oceana Live Data feed and combines it with the rest of the day. The data shows the total and average values from the midnight of the system time.
Agent List 5, 10, 20, 30, 40 Agents List 2 Columns
This widget lists the first 5, 10, 20 or 30 agents from the selected agents in the settings. Numbers 5,10,20 and 30 represent the maximum number of agents to be displayed.
Agents 20 and 30 displays two separate tables so Layout 9 is the most suitable layout for these widgets.Agents State Bar 5, 10, 20, 40
Each bar displays the agent state distribution for the agent as a percentage on that day. The numbers in each portion are the state percentages. Users can hover their mouse and see the description of each state, in case color-coding is not helpful. The widget can display first 5, 10, 20, 40 agents selected.
Agent States
This widget lists the number of agents in each state for the logged in agents from the selected agent list.
Top 5 Outbound Agents
Top agents based on the number of outbound calls they made.
Logged In Agents, Ready Agents, Not Ready Agents
Based on your agent selection, logged in agents are the number of agents currently logged in. Ready agents are the ones in AVAIL state and Not Ready agents are the ones in AUX state.
Top 5 Agents Missed
Top agents based on the number of calls they missed; the call has not been answered on time and re-routed back to the queue. Also known as "re-route on no answer".
Top 5, 10 Agents Answered
This widget shows the top 5 or 10 agents from the selected agents list based on the number of calls answered.
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Skill Widgets
Skill Widgets
Skill or split widgets show the information about the selected splits. If the call is queued under multiple widgets, you may see more calls than expected in the cumulative or summary reports.
Calls in Queue
This widget displays the total number of calls waiting in the split queues selected in the widget settings. If the thresholds are set, the background will be color-coded with amber / threshold 1 and red / threeshold 2. It is also possible to enable audio alerts as well.
Oldest in Queue
This widget displays the duration of the oldest call waiting in the selected split queues selected in the widget settings. If the thresholds are set, the background will be color-coded with amber / threshold 1 and red / threeshold 2. It is also possible to enable audio alerts as well.
Top 5, 10 Queues
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 By Hour
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 By Hour
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.
Average Talk Time and Average Wait Time
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.
Calls Abandoned Hourly
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.
Calls Abandoned and Calls Handled
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.
Calls Answered Hourly
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.
Calls Received, Answered and Abandoned
Total number of calls received, answered and abandoned starting from the midnight of that day for the CSQs selected.
Calls Presented Hourly
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 Dequeued and LD
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.
Service Level
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.
Calls Received, Answered, Abandoned, Calls in Q, Oldest in Q and LD
This widget shows a number of parameters in a single widget for the selected CSQs; Calls received, answered, abandoned, calls in queue and oldest waiting. Each parameter is updated real-time.
Service Level Donut 5 and 10
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.
Daily Abandon Rate and LD
Real-time percentage of the abandoned calls with respect to the received calls starting from midnight.
Digest Info and LD
This widget shows the call volumes as well as the agent states in a single widget.
Daily Answer Rate and LD
Real-time percentage of the answered calls with respect to the received calls starting from midnight.
CSQ View and LD
Individual CSQs each row with the real-time values
Daily Incoming Calls
Hourly call volumes of the received, answered and abandoned calls. Users can hover the mouse to each bar to see the values in detail.
Incoming Calls
Real-time call volumes of each CSQ selected listed on each row.
Large Wallboard LD
A detailed view of the CSQ table with all the available real-time values
Top 5 Incoming Queue
Top five individual calls waiting in the selected queues based on the longest wait time.
Total Calls and Calls in Queue
Total number of calls received that day for the selected CSQs as well as the number of calls in queue.
Service Level Percent 5 and 10
Top 5 or 10 CSQs selected with their service level percentages. It is also possible to set thresholds 1 and 2 which color-codes the entire row.
Longest Wait and Longest Talk Duration
Longest wait and talk time in the selected CSQs.
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VDN Widgets
VDN Widgets
Comstice Wallboard can present real-time and daily historical VDN information.
Calls in Queue
This widget shows the date and time information of the location where the dashboard is launched. This is not the system date and time.
Calls Received, Answered and Abandoned
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.
Daily Incoming Calls
This widget shows the hourly received, answered and abandoned calls of the selected VDNs.
Oldest In Queuee
This widget shows the oldest in queue for the selected VDNs.
Weekly Incoming Calls Per Day
This widget shows the last seven days calls received, answered and abandoned.
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Other Widgets
Other Widgets
Comstice Wallboard can present third party data along with Avaya real-time daily historical data.
Third party data such as ServiceNow, SalesForce, ZenDesk and similar ticketing systems can be presentedas widgets.Date and Time
This widget shows the date and time information of the location where the dashboard is launched. This is not the system date and time.
Scrolling Team Messages
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.
Announcements
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.
Static Message
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.
Stock Data
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.
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LayoutsYou can see the layouts from here.