Dashboards & Wallboards

Dashboards & Wallboards

Standalone  / Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Build real time and historical wallboard or dashboards for your callcenter with a plug n play interface

Administration can customize contact center wallboard and supervisor dashboards by assembling pre-built, reporting gadgets on the Wallboard canvas that show the historical and real-time statistics of the call center in the required colors and sizes.

Pre-built Gadgets

A Gadget is a graphical report added on a Dashboard. To add a new gadget on a dashboard,

  • Select a display type (doughnut, pie, line, bar charts etc)
  • Select a data source or data service

Change the gadget preferences to select which data attributes to be shown (as exposed by the data service) in the gadget and in what interval

Dashboard Templates

Create call center wallboards or supervisor dashboards from quick, easy-to-follow templates.

Templates define a layout for a dashboard. Choose one layout and start adding desired gadgets into it.

Real-time Queue Stats in Scorecards

Shows real-time information on a particular queue or on all queues in the form of scorecards. Statistics are available for agent or call stats, for instance, calls queued/handled/abandoned/offered, avg talk time/ wait time etc).

Drag and drop to adjust the gadget’s location on the canvas.

Real-time Agent Stats in Pie/Doughnut Charts

Displays agent statistics based on teams in the form of a Pie or Doughnut to show number of agents ready, not ready, talking out of all logged in.

Historical Bar Charts

Show historical data of calls received, answered, abandoned in a queue or across all queues. Set the reporting interval to Daily or Weekly to filter the stats accordingly.

With comparison options, you can also optionally choose to compare stats of a day or hour to the previous day/hour for one key performance indicator.

Historical Line Charts

Show historical data of calls received, answered, abandoned in a queue or across all queues in a line chart. Set the reporting interval to Daily or Weekly to filter the stats accordingly.

With comparison options, you can also optionally choose to compare stats of a day or hour to the previous day/hour for one key performance indicator.

Team Summary as a Table

Team information in a tabular view showing agent name (photo if exists), current Finesse state, time since in the current state and other agent stats such as the Average Handle Time, Average Speed of Answer.

SLA stats in Speedometer

See SLA of a queue or accumulated across all queues of a call center in the form of a speedometer.

Third-party Data Dashboards

With Data Services model, you can register the third-party data services in the ExpertFlow Dashboards application to report on statistics from an external system.

Use the same display types to create a custom dashboard for reporting on statistical data of your CRM or other systems.

*Part of an upcoming release

Alerts and Thresholds

For each gadget, set thresholds for your favourite KPIs such as calls abandoned, longest call in a queue, # of not-ready agents.

Get visual alerts (color change) on reaching thresholds.

Customize dashboards to show/hide selective fields

Add/remove parameters to customize your displays. Select filters to see the most appropriate data.

Hardware Requirements
Item Value
vCPU 2 cores
vRAM 8 GB
vDisk 100 GB
Software Requirements
Item Value
Docker CE 18+, Docker Compose
Database MS SQL Server Standard/Enterprise 2014/2016, 2017 (Linux based)
Browser Mozila Firefox, Google Chrome

** For upto 100 concurrent agents, non-HA and single product deployments only. For an HA setup, the machine specs depend upon the number of EF modules to-be-deployed on the single VM and the number of concurrent agents. Get a quote to know more.