Comstice Wallboard Widgets for Cisco UCCX

May 21, 2018 in Wallboard
Comstice Wallboard Widgets for Cisco UCCX

This document provides the details of Comstice Wallboard Widgets available for Cisco UCCX. Some widgets have additional controls such as threshold values as well as the start and end time for the hourly charts. It is also possible to enable audio alerts so that when the second threshold is hit, an audio file of your choice will play in the period that you set.

We also have Wallboard Widgets for Cisco UCCE, Avaya Aura, Genesys PureEngage and PureConnect
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  • Agent Widgets

    Agent Widgets

    Widgets ending with LD are preferred since Cisco Live Data feed updates individual agent states real-time.
    Only logged-in agents are displayed.
    Agents who are selected in the widget settings will be added to the widget once they are logged in
    Wallboard users can filter per agent or per team. When agents are removed or added to the selected team, the agent list will be refreshed automatically.
    When agent is in Not Ready state, reason code label will be displayed for individual agent states. Reason code labels can be edited from the Wallboard side menu then Reason Codes section.

    Agent Answered RONA 5, 10, 30 LD

    Comstice Wallboard Widgets for Cisco UCCX

    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.

    Agent Daily Summary

    Comstice Wallboard Widgets for Cisco UCCX

    This widget retrieves the data from Cisco UCCX database historical tables. It shows the state, state duration, calls answered, average talk time, average work time, outbound calls and average outbound talk time. Outbound calls are the calls generated by the agent manually to internal and external numbers.

    Agent Daily Summary LD

    Comstice Wallboard Widgets for Cisco UCCX

    This widget retrieves the data from Cisco UCCX Live Data feed. It shows the agent state, state duration, received, answered and abandoned calls as well as total and average talk time per agent.

    Agent List 5, 10, 20, 30

    Comstice Wallboard Widgets for Cisco UCCX

    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.
    This widget as LD and Non-LD version. LD version should be preferred.

    Agents 5, 10, 20, 30 LD

    Comstice Wallboard Widgets for Cisco UCCX

    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.
    This widget as LD and Non-LD version. LD version should be preferred.

    Agent Outbound : Total Calls and Average Talk Time

    Comstice Wallboard Widgets for Cisco UCCE

    This table shows the number of outbound/dialer calls each agent has handled with the average talk time per agent.

    Agent State Bars 10, 20, 30

    Comstice Wallboard Widgets for Cisco UCCE

    Agent State Bars show the percentage of state each agent has spent during the day when they we logged in. It includes all the login time during the day even though agent has logged out and logged back in several times.

    Agent States and Agent States LD

    Comstice Wallboard Widgets for Cisco UCCX

    This widget lists the number of agents in each state for the logged in agents from the selected agent list.
    LD version should be preferred

    Agent Team Received, Answered and Abandoned Hourly

    Comstice Wallboard Widgets for Cisco UCCE

    Hourly chart that shows the calls received, answered and abandoned (RONA) by the selected agents.

    Agents 5, 10, 30 LD, Agent List 5, 10, 20, 30

    Comstice Wallboard Widgets for Cisco UCCX

    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 Cisco UCCX.

    Agents State Bar 5 and 10 LD

    Comstice Wallboard Widgets for Cisco UCCX

    Each bar displays the agent state distribution for the agent in percentage for 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 five or first 10 logged-in agents from the selected agents list.

    ANN Agent Calls

    Comstice Wallboard Widgets for Cisco UCCX

    This widget shows the calls offered and handled (answered) by each agent as well as the total talk time, total ready and not ready time. Only logged in agents are displayed.

    ANN Agent State

    Comstice Wallboard Widgets for Cisco UCCX

    This widget shows the list of agents with their states and state durations.This information is gathered from Cisco UCCX database historical tables.

    Average Login Percentage Hourly

    Comstice Wallboard Widgets for Cisco UCCE

    Average number of FTEs based on the login time of the selected agents on each hour. This is a weighted average using total FTEs logged in at each hour.

    Dialer Agents Calls Answered 10 20

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the current state and duration of the selected outbound agents.

    Dialer Agents Realtime

    Comstice Wallboard Widgets for Cisco UCCE

    This shows a table with each outbound dialer agent and the number of calls they accepted and rejected from the campaign.

    Hourly Agent Efficiency

    Comstice Wallboard Widgets for Cisco UCCE

    Percentage of the time selected agents spent efficiently during their loggedin time for each hour in the day. Efficiency is based on the criteria configured by the team leaders and assigned to each team.

    Hourly Agent Occupancy

    Comstice Wallboard Widgets for Cisco UCCE

    Percentage of the time selected agents spent as occupant during their loggedin time for each hour in the day. Occupancy is based on the criteria configured by the team leaders and assigned to each team.

    Hourly Full-Time Employee (FTE)

    Comstice Wallboard Widgets for Cisco UCCE

    The number of FTEs based on the login time of the selected agents on each hour. If an agent was logged in for 60mins on that hour, she is counted as 1 FTE. If an agent is logged in for 45mins, she is counted as 0.75 FTE.

    Overall Agent Efficiency

    Comstice Wallboard Widgets for Cisco UCCE

    Percentage of the time selected agents spent efficiently during their loggedin time. Efficiency is based on the criteria configured by the team leaders and assigned to each team.

    Overall Agent Occupancy

    Comstice Wallboard Widgets for Cisco UCCE

    Percentage of the time selected agents spent as occupant during their loggedin time. Occupancy is based on the criteria configured by the team leaders and assigned to each team.

    Team Answered % Hourly

    Comstice Wallboard Widgets for Cisco UCCE

    This shows the percentage of answered calls by the selected agents for each hour with respect to the calls presented to the agent. Reverse of this is therate of RONA calls

    Team Answered Abandoned Hourly

    Comstice Wallboard Widgets for Cisco UCCE

    This widget shows the answered and RONA call count per hour for the agents selected.

    Team Not Ready Percentage Hourly

    Comstice Wallboard Widgets for Cisco UCCE

    This widget shows the average not ready percentage of the selected agents at each hour based on the time they were logged in.

    Team RONA % Hourly

    Comstice Wallboard Widgets for Cisco UCCE

    Number of Reroute On No Answer calls by the selected agents per hour

    Top 5 10 Agents Average Talk Time

    Top5 Agents Rona Calls

    This widget lists the top 5 10 agents from the selected agent list by average talk time on that day.

    Top 5 10 Agents with Longest Calls

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the top 5 or 10 agents from the selected list who had the longest handle time with an inbound customer.

    Top 5 10 Avg Handle Time Agents

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the top agents from the selected agents based on their average handle time on that day.

    Top 5 or 10 Agents, RONA Calls

    Top5 Agents Rona Calls

    RONA is the call which arrived on agent's phone, rang for a while but has not been answered by the agent. The call then gets sent back to the queue. It is an unwanted situation hence needs to be monitored. This widget shows the top 5 or 10 agents in your selected agent list who had the highest number of RONA calls.

    Top 5, 10 agents Break Duration

    Comstice Wallboard Widgets for Cisco UCCE

    Certain reason codes are considered as "Break" such as lunch, toilet break, 15-min off etc. This widget helps team leaders to monitor and manage agent break durations.

    Top 5, 10 Agents LD

    Comstice Wallboard Widgets for Cisco UCCX

    This widget shows the top 5 or 10 agents from the selected agents list based on the number of calls answered.

    Top 5, 10 Agents LD Table Version

    Comstice Wallboard Widgets for Cisco UCCX

    This widget shows the top 5 or 10 agents from the selected agents list based on the number of calls answered.

    Top 5, 10, 20 Agents Login Time

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the top agents based on their total login time during the day.

    Top 5, 10, 20 Agents Outbound Calls

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the top agents who managed to answer the most outbound dialer calls.

    Top 5, 10, 20 Agents, Calls Answered

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the top agents who managed to answer the most inbound customer calls.

    Top 5-10 Not Ready Reasons per duration

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the top 5 or 10 reason codes based on the duration for the selected agents.

  • Queue Widgets

    Queue Widgets

    Widgets ending with LD are preferred since Cisco Live Data feed updates individual agent states real-time.
    All the selected queues are displayed regardless of whether they received a call or not. Exception are Top 5 and Top 10 CSQs which list the CSQs with calls waiting in queue.
    Hourly charts are populated with the data coming from the historical tables, therefore refresh less often (2-5mins, depending on the size of your contact center)
    Some widgets have additional controls such as threshold values as well as the start and end time for the hourly charts. It is also possible to enable audio alerts so that when the second threshold is hit, an audio file of your choice will play in the period that you set.

    Calls in Queue and LD

    Comstice Wallboard Widgets for Cisco UCCX

    This widget displays the total number of calls waiting in the 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 and LD

    Comstice Wallboard Widgets for Cisco UCCX

    This widget displays the duration of the oldest call waiting in the 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 and LD

    Comstice Wallboard Widgets for Cisco UCCX

    This widget shows the top 5 or 10 queues based on the highest number of calls waiting
    If there are no calls waiting in the selected queues, it lists the queues based on the highest calls received i.e. the busiest queue on top with the assumption that the busiest queue will receive the next call.
    You can also set visual or audio thresholds based on the oldest wait time.

    Average Talk Time By Hour

    Comstice Wallboard Widgets for Cisco UCCX

    Average Talk Time shows the hourly average talk time for the selected CSQs. The arithmetic average of the CSQs talk times and calls handled numbers are used.

    Average Wait Time By Hour

    Comstice Wallboard Widgets for Cisco UCCX

    Average Wait Time shows the hourly average wait time for the selected CSQs. The arithmetic average of the CSQs wait times and received calls numbers are used.

    Average Talk Time and Average Wait Time

    Comstice Wallboard Widgets for Cisco UCCX

    Real-time Average talk and wait time values displayed as the arthmetic average of the individual CSQs selected.

    Calls Abandoned Hourly

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

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

    Calls Presented Hourly

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    Cisco UCCX 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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    Real-time percentage of the abandoned calls with respect to the received calls starting from midnight.

    Digest Info and LD

    Comstice Wallboard Widgets for Cisco UCCX

    This widget shows the call volumes as well as the agent states in a single widget.

    Daily Answer Rate and LD

    Comstice Wallboard Widgets for Cisco UCCX

    Real-time percentage of the answered calls with respect to the received calls starting from midnight.

    CSQ View and LD

    Comstice Wallboard Widgets for Cisco UCCX

    Individual CSQs each row with the real-time values

    Daily Incoming Calls

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    Real-time call volumes of each CSQ selected listed on each row.

    Large Wallboard LD

    Comstice Wallboard Widgets for Cisco UCCX

    A detailed view of the CSQ table with all the available real-time values

    Top 5 Incoming Queue

    Comstice Wallboard Widgets for Cisco UCCX

    Top five individual calls waiting in the selected queues based on the longest wait time.

    Total Calls and Calls in Queue

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    Longest wait and talk time in the selected CSQs.

  • Other Widgets

    Other Widgets

    Comstice Wallboard can present third party data along with Cisco real-time daily historical data.
    Third party data such as ServiceNow, SalesForce, ZenDesk and similar ticketing systems can be presentedas widgets.

    Date and Time

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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

    Comstice Wallboard Widgets for Cisco UCCX

    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 Cisco UCCX.

  • Layouts
    Due to browser compatibility issues, we do not support dynamic layouts. Customers can request new layouts without any additional cost.

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