Customizing the Zoom Contact Center wallboard

The Zoom Contact Center wallboard provides a fully customizable version of the real-time analytics dashboard. You can select which metrics are displayed, customize the position of each widget, and determine thresholds. You can also add Zoom Contact Center wallboards to Zoom Rooms Digital Signage.

Wallboards display data for the past 24 hours. For example, the inbound calls widget only covers inbound calls for the past 24 hours.

Requirements for using the real-time analytics dashboard

• Pro, Business, or Education account
• Account owner or admin privilege
• Supervisors and agents privilege; or user with permissions to create and edit Wallboards
  Note: Supervisors and agents can only view data for the queues they're a member of.
• Zoom Contact Center license

How to edit an existing view or create a new view

Before customizing a wallboard view, you can edit an existing view or create a new view.

1. Sign in to the Zoom web portal as an admin or a call queue member.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. In the Real-time Analytics section, click Wallboard.
   The wallboard will display a list of views, which you can filter by view name or by the All Views, My View, and Shared with Me tabs.
5. To edit an existing view, click on its name then the Edit View icon .
6. To create a new view, click Add View. Under Add Wallboard View, enter the following information then click Save:

• • Name: Enter a display name for the view.
  • Template: Select a template to automatically populate the wallboard with relevant widgets.
    Note: You can still add more widget from other channels (voice, video, messaging) when customizing the wallboard.
  • Time Zone: Select a time zone for the wallboard's metrics.

How to duplicate or delete a wallboard view

1. Sign in to the Zoom web portal as a call queue member or admin.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. In the Real-time Analytics section, click Wallboard.
   The wallboard will display a list of views, which you can filter by view name or by the All Views, My View, and Shared with Me tabs.
5. To edit an existing view, click on its name then the Edit View icon .
6. In the top-right corner, click the ellipses icon then click one of these options:
   • Duplicate: Duplicate the current view. The new view will have (copy) appended to its display name.
   • Delete: Delete the current view. Click Delete to confirm.

How to customize the real-time analytics wallboard

1. Edit an existing view or create a new one.
2. In the top-right corner, click Edit View to customize the wallboard.
3. To customize the wallboard, use these options:
   • To add more widgets, click + Add Widget.
     New widgets will be added to the bottom of the wallboard.
     Tip: It's possible to add duplicate widgets to the wallboard so check the widgets you currently have before adding it.
   • To customize the position of each widget, hover over the top-left corner of a widget, then drag and drop it.
   • To customize the size of each widget, hover over the bottom-right corner a widget, then click and drag it.
   • To access the widget's options, in the top-right corner of a widget, click the ellipsis icon .
     • Settings: To have a wallboard with multiple pages automatically change pages, click the Automatic Page Turn toggle to enable it, then set the Period.
     • Threshold
     • Delete
   • To specify which columns to display in a table widget, in the top-right corner of a widget, click the gear icon then select queues to display metrics for in the wallboard.
   • To save the current wallboard view, click Save View.
   • To change the view's general settings, click the Setting icon :
     
     • Name: Enter a display name for the view.
     • Time Zone: Select a time zone for the wallboard's metrics.
     • Set Colors: To set the color for a threshold, click the down arrow icon for Standard gauge, Warning, or Critical.
   • To filter which queues to display data for, click the filter icon , select queues, and then click Apply.
     Notes: This option is only available on the following widgets:
     • Real-Time Agent Performance
     • Recent Agent Performance
     • Real-Time Queue Performance
     • Recent Queue Performance

Note: For information on metrics included in wallboard widgets, see the Zoom Contact Center metrics glossary.