Legacy Widget Name | Legacy Widget Channel | Legacy Widget Type | Legacy Widget | Legacy Metric , Attribute, or Explanation | CX Analytics Dimension or Measure | CX Analytics Availability | CX Analytics Widget or Dataset | CX Analytics Dataset Type | CX Analytics Filters | CX Analytics Aggregation |
---|---|---|---|---|---|---|---|---|---|---|
Wallboards | Omnichannel | Real-time | Clock | Future Release | N/A | N/A | N/A | |||
Wallboards | Omnichannel | Real-time | Agent Ready | Shows channel agents are in: Voice, Video, Messaging, Email. Multi channel excluded. | Agent state | Available | Agent list | Real-time | Any dimension in Agent list | N/A |
Wallboards | Omnichannel | Real-time | Agent Occupied | Shows channel agents are in: Voice, Video, Messaging, Email. Multi channel excluded. | Agent state | Available | Agent list | Real-time | Any dimension in Agent list | N/A |
Wallboards | Omnichannel | Real-time | Real-Time Agent Performance | Agent Name, Status, Status Duration, Agent Load, Active Engagement, Opt-In Queue, Opt-Out Queue, Agents Skills / Proficiency, Online Duration | Pre-built widget | Available | Agent list | Real-time | Any dimension in Agent list | N/A |
Wallboards | Omnichannel | Real-time | Real-Time Queue Monitor Table | Queue Name, Channel, Live Waiting, Callback Waiting, Active, Inactive | Pre-built widget | Available | Queue list | Real-time | Any dimension in Queuelist | N/A |
Wallboards | Omnichannel | Real-time | Agent Availability Summary | Statuses: Ready, Not Ready, Occupied, Offline | Pre-built widget | Available | Agent timecard | Real-time | Any dimension in Agent list | N/A |
Wallboards | Omnichannel | Real-time | Agent Availability Details | Agent Name, Status, State Time, Picture, Totals | Pre-built widget | Available | Agent timecard | Real-time | Any dimension in Agent list | N/A |
Wallboards | Omnichannel | Recent | Completed Inbound Engagements | Shows engagements by channel: Voice, Video, Messaging, Email. | Engagement count | Available | Engagements | Intraday | Channel, Direction | SUM |
Wallboards | Omnichannel | Recent | Outbound Engagements | Shows engagements by channel: Voice, SMS. | Engagement count | Available | Engagements | Intraday | Channel, Direction | SUM |
Wallboards | Omnichannel | Recent | Recent Agent Performance | Name, Completed, Agent Skills/Proficiency, Queue, Ready %, Not Ready %, Avg Voice Call Talking Duration, Longest Voice Call Talking Duration, Avg Video Call Talking Duration, Longest Video Call Talking Duration, Avg Agent First Reply Delay, Longest Agent First Reply Delay, Avg Messaging Duration, Longest Messaging Duration, Avg Wrap-up Duration, Longest Wrap-up Duration | Various Measures | Available | Agent Performance | Intraday | N/A | N/A |
Wallboards | Omnichannel | Recent | Recent Queue Performance | Name, Channel, Abandoned, Completed, Avg Voice Call Talking Duration, Longest Voice Call Talking Duration, Avg Video Call Talking Duration, Longest Video Call Talking Duration, Avg Agent First Reply Delay, Longest Agent First Reply Delay, Avg Messaging Duration, Longest Messaging Duration, Avg Wrap-up Duration, Longest Wrap-up Duration | Various Measures | Available | Queue Performance | Intraday | N/A | N/A |
Wallboards | Omnichannel | Recent | Individual Agent Recent Performance | Name, Queues Opted In, Not Ready %, Ready %, Occupied %, Completed, Missed, Declined Offline Time | Various Measures | Available | Agent timecard | Intraday | N/A | N/A |
Wallboards | Voice | Real-time | Inbound Longest Live Waiting Duration | Inbound Longest Live Waiting Duration | In-queue wait duration (MAX) | Available | Queue list | Real-time | Channel, Direction | MAX |
Wallboards | Voice | Real-time | Inbound Longest Callback Waiting Duration | Inbound Longest Callback Waiting Duration | Callback wait duration | Available | Queue Performance | Real-time | Channel, Direction | MAX |
Wallboards | Voice | Real-time | Inbound Longest Talking Duration | Inbound Longest Talking Duration | Conversation duration | Available | Engagement | Real-time | Channel, Direction | MAX |
Wallboards | Voice | Real-time | Inbound Longest Hold Duration | Inbound Longest Hold Duration | Hold duration | Available | Engagement | Real-time | Channel, Direction | MAX |
Wallboards | Voice | Real-time | Longest Wrapping-up Duration | Longest Wrapping-up Duration | Wrap-up duration | Available | Engagement | Real-time | Channel | MAX |
Wallboards | Voice | Real-time | Real-time Monitor | Engagement States: Live Waiting, Talking, Callback Waiting, On Hold | Various Measures | Available | Queue list | Real-time | Channel | N/A |
Wallboards | Voice | Real-time | Real-time Queue Monitor Table | Various Measures | Available | Queue List | Real-time | Channel | N/A | |
Wallboards | Voice | Recent | Real-time Queue Monitor Card | Queue, Real Time Engagement Count, Live Waiting, Callback Waiting, Longest Duration Talking, Longest Duration on Hold | Various Measures | Available | Queue List | Real-time | Channel | N/A |
Wallboards | Voice | Recent | Service Level | Service Level | Service level (%) | Available | Queue Performance | Intraday | Channel | N/A |
Wallboards | Voice | Recent | Avg. Talking Duration | Avg. Talking Duration | Conversation duration | Available | Queue Performance | Intraday | Channel | AVG |
Wallboards | Voice | Recent | Longest Talking Duration | Longest Talking Duration | Conversation duration | Available | Queue Performance | Intraday | Channel | MAX |
Wallboards | Voice | Recent | Shortest Talking Duration | Shortest Talking Duration | Conversation duration | Available | Queue Performance | Intraday | Channel | MIN |
Wallboards | Voice | Recent | Avg. Waiting Duration | Avg. Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | AVG |
Wallboards | Voice | Recent | Longest Waiting Duration | Longest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MAX |
Wallboards | Voice | Recent | Shortest Waiting Duration | Shortest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MIN |
Wallboards | Voice | Recent | Avg. Wrap-up Duration | Avg. Wrap-up Duration | Wrap-up duration | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | AVG |
Wallboards | Voice | Recent | Longest Wrap-up Duration | Longest Wrap-up Duration | Wrap-up duration | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | MAX |
Wallboards | Voice | Recent | Shortest Wrap-up Duration | Shortest Wrap-up Duration | Wrap-up duration | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | MIN |
Wallboards | Voice | Recent | Total Transferred | Total Transferred | Various | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | SUM |
Wallboards | Voice | Recent | Upgraded to Video | Upgraded to Video | TBD | Future Release | Intraday | Channel | SUM | |
Wallboards | Voice | Recent | Missed and Declined | Missed and Declined | Agent declined or Agent missed | Available | Agent Performance | Intraday | Channel | SUM |
Wallboards | Voice | Recent | Overflowed | Routed to Queue, Routed to Flow, Routed to Outgoing Call, Routed to Agent, Routed to Inbox, Disconnected | Overflow | Available | Queue Performance | Intraday | Channel | SUM |
Wallboards | Voice | Recent | Inbound Engagement Results | Completed, Overflow to Disconnected, Abandoned, Hold Hangup | Various Measures | Available | Agent Performance | Intraday | Channel | SUM |
Wallboards | Voice | Recent | Outbound Calls | Hang-up Calls, Short Calls, Long Calls | Various Measures | Available | Queue Performance | Intraday | Channel, Direction | SUM |
Wallboards | Video | Real-time | Inbound Longest Live Waiting Duration | Inbound Longest Live Waiting Duration | In-queue wait duration | Available | Queue Performance | Real-time | Channel | MAX |
Wallboards | Video | Real-time | Inbound Longest Live Callback Waiting Duration | Inbound Longest Live Callback Waiting Duration | Callback wait duration | Available | Queue Performance | Real-time | Channel | MAX |
Wallboards | Video | Real-time | Inbound Longest Talking Duration | Inbound Longest Talking Duration | Conversation duration | Available | Engagement | Real-time | Channel | MAX |
Wallboards | Video | Real-time | Inbound Longest Hold Duration | Inbound Longest Hold Duration | Hold duration | Available | Engagement | Real-time | Channel | MAX |
Wallboards | Video | Real-time | Longest Wrapping-up Duration | Longest Wrapping-up Duration | Wrap-up duration | Future Release | Real-time | Channel | MAX | |
Wallboards | Video | Real-time | Real-time Monitor | Waiting, Talking | In-queue wait duration, Conversation duration | Available | Queue Performance | Real-time | Channel | N/A |
Wallboards | Video | Real-time | Real-time Queue Monitor Table | Available | Real-time | Channel | N/A | |||
Wallboards | Video | Real-time | Real-time Queue Monitor Card | Queue, Real Time Engagement Count, Live Waiting, Callback Waiting, Longest Duration Talking, Longest Duration on Hold, | Various Measures | Available | Queue Performance | Real-time | Channel | N/A |
Wallboards | Video | Recent | Service Level | Service Level | Service level (%) | Available | Queue Performance | Intraday | Channel | N/A |
Wallboards | Video | Recent | Avg. Talking Duration | Avg. Talking Duration | Conversation duration | Available | Queue Performance | Intraday | Channel | AVG |
Wallboards | Video | Recent | Longest Talking Duration | Longest Talking Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | MAX |
Wallboards | Video | Recent | Shortest Talking Duration | Shortest Talking Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | MIN |
Wallboards | Video | Recent | Avg. Waiting Duration | Avg. Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | AVG |
Wallboards | Video | Recent | Longest Waiting Duration | Longest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MAX |
Wallboards | Video | Recent | Shortest Waiting Duration | Shortest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MIN |
Wallboards | Video | Recent | Avg. Wrap-up Duration | Avg. Wrap-up Duration | Wrap-up duration | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | AVG |
Wallboards | Video | Recent | Longest Wrap-up Duration | Longest Wrap-up Duration | Wrap-up duration | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | MAX |
Wallboards | Video | Recent | Shortest Wrap-up Duration | Shortest Wrap-up Duration | Wrap-up duration | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | MIN |
Wallboards | Video | Recent | Total Transferred | Total Transferred | Various | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | SUM |
Wallboards | Video | Recent | Missed and Declined | Missed and Declined | Agent declined or Agent missed | Available | Agent Performance | Intraday | Channel | SUM |
Wallboards | Video | Recent | Overflowed | Routed to Queue, Routed to Flow, Routed to Outgoing Call, Routed to Agent, Routed to Inbox, Disconnected | Overflow | Available | Queue Performance | Intraday | Channel | SUM |
Wallboards | Video | Recent | Inbound Engagement Results | Completed, Overflow to Disconnected, Abandoned | MAX | |||||
Wallboards | Messaging | Real-time | Inbound Longest Waiting Duration | Inbound Longest Waiting Duration | In-queue wait duration | Available | Queue Performance | Real-time | Channel | MAX |
Wallboards | Messaging | Real-time | Inbound Longest Messaging Duration | Inbound Longest Messaging Duration | Conversation duration | Available | Queue Performance, Engagements | Real-time | Channel, Direction | MAX |
Wallboards | Messaging | Real-time | Longest Agent First Reply Delay | Longest Agent First Reply Delay | Agent first response duration | Available | Agent Performance | Real-time | Channel | MAX |
Wallboards | Messaging | Real-time | Real-time Monitor | Waiting in Queue, Active, Inactive | Various Measures | Available | Queue Performance | Real-time | Channel | SUM |
Wallboards | Messaging | Recent | Service Level | Service level | Service level (%) | Available | Queue Performance | Intraday | Channel | N/A |
Wallboards | Messaging | Recent | Inbound Avg. Messaging Duration | Inbound Avg. Messaging Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | AVG |
Wallboards | Messaging | Recent | Inbound Longest Messaging Duration | Inbound Longest Messaging Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | MAX |
Wallboards | Messaging | Recent | Inbound Shortest Messaging Duration | Inbound Shortest Messaging Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | MIN |
Wallboards | Messaging | Recent | Inbound Avg. Waiting Duration | Inbound Avg. Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | AVG |
Wallboards | Messaging | Recent | Inbound Longest Waiting Duration | Inbound Longest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MAX |
Wallboards | Messaging | Recent | Inbound Shortest Waiting Duration | Inbound Shortest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MIN |
Wallboards | Messaging | Recent | Avg. Agent First Message Delay | Avg. Agent First Message Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | AVG |
Wallboards | Messaging | Recent | Longest Agent First Message Delay | Longest Agent First Message Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | MAX |
Wallboards | Messaging | Recent | Shortest Agent First Message Delay | Shortest Agent First Message Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | MIN |
Wallboards | Messaging | Recent | Total Released | Total Released | TBD | Future Release | Intraday | Channel | SUM | |
Wallboards | Messaging | Recent | Total Transferred | Total Transferred | Various | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | SUM |
Wallboards | Messaging | Recent | Total Upgraded | Total Upgraded | TBD | Future Release | Intraday | Channel | SUM | |
Wallboards | Messaging | Recent | Missed and Declined | Missed and Declined | Agent declined or Agent missed | Available | Agent Performance | Intraday | Channel | SUM |
Wallboards | Messaging | Recent | Overflowed | Routed to Queue, Routed to Flow, Routed to Agent, Disconnected | Overflow | Available | Queue Performance | Intraday | Channel | SUM |
Wallboards | Messaging | Recent | Inbound Engagement Results | Completed, Overflow to Disconnected, Abandoned | TBD | Future Release | Intraday | Channel, Direction | SUM | |
Wallboards | Messaging | Recent | Outbound Engagements | Outbound Engagements | Outbound handled | Available | Agent Performance, Queue Performance | Intraday | Channel, Direction | SUM |
Wallboards | Messaging | Recent | Outbound Messages Sent | Outbound Messages Sent | Agent messages sent | Available | Agent Performance | Intraday | Channel, Direction | SUM |
Wallboards | Messaging | Recent | Outbound Messages Received | Outbound Messages Received | TBD | Future Release | Intraday | Channel, Direction | SUM | |
Wallboards | Real-time | Inbound Longest Waiting Duration | Inbound Longest Waiting Duration | In-queue wait duration | Available | Queue Performance | Real-time | Channel, Direction | MAX | |
Wallboards | Real-time | Longest Agent First Reply Delay | Longest Agent First Reply Delay | Agent First Response Time (FRT) | Metric Card (metric library connection) | Real-time | Channel | MAX | ||
Wallboards | Real-time | Real-time Monitor | Waiting in Queue, Active, Inactive, Waiting for Agent First Reply | In-queue wait duration, Conversation duration | Available | Queue Performance, Engagements | Real-time | Channel | SUM | |
Wallboards | Recent | Service Level | Service level | Service level (%) | Available | Queue Performance | Intraday | Channel | N/A | |
Wallboards | Recent | Inbound Avg. Messaging Duration | Inbound Avg. Messaging Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | AVG | |
Wallboards | Recent | Inbound Longest Messaging Duration | Inbound Longest Messaging Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | MAX | |
Wallboards | Recent | Inbound Shortest Messaging Duration | Inbound Shortest Messaging Duration | Conversation duration | Available | Queue Performance, Engagements | Intraday | Channel | MIN | |
Wallboards | Recent | Inbound Avg. Waiting Duration | Inbound Avg. Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | AVG | |
Wallboards | Recent | Inbound Longest Waiting Duration | Inbound Longest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MAX | |
Wallboards | Recent | Inbound Shortest Waiting Duration | Inbound Shortest Waiting Duration | In-queue wait duration | Available | Queue Performance | Intraday | Channel | MIN | |
Wallboards | Recent | Avg. Agent First Message Delay | Avg. Agent First Message Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | AVG | |
Wallboards | Recent | Longest Agent First Message Delay | Longest Agent First Message Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | MAX | |
Wallboards | Recent | Shortest Agent First Message Delay | Shortest Agent First Message Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | MIN | |
Wallboards | Recent | Inbound Avg. Inactive Duration | Inbound Avg. Inactive Duration | Inactive duration (AVG) | Future Release | Queue Performance | Intraday | Channel, Direction | AVG | |
Wallboards | Recent | Inbound Longest Inactive Duration | Inbound Longest Inactive Duration | Inactive duration (MIN) | Future Release | Queue Performance | Intraday | Channel, Direction | MAX | |
Wallboards | Recent | Inbound Shortest Inactive Duration | Inbound Shortest Inactive Duration | Inactive duration (MAX) | Available | Queue Performance | Intraday | Channel, Direction | MIN | |
Wallboards | Recent | Avg. Agent Reply Delay | Avg. Agent Reply Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | AVG | |
Wallboards | Recent | Longest Agent Reply Delay | Longest Agent Reply Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | MAX | |
Wallboards | Recent | Shortest Agent Reply Delay | Shortest Agent Reply Delay | Agent first response duration | Available | Agent Performance | Intraday | Channel | MIN | |
Wallboards | Recent | Total Released | Total Released | TBD | Future Release | Metric Card (metric library connection) | Intraday | Channel | SUM | |
Wallboards | Recent | Total Transferred | Total Transferred | Various | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | SUM | |
Wallboards | Recent | Total Upgraded | Total Upgraded | TBD | Future Release | Metric Card (metric library connection) | Intraday | Channel | SUM | |
Wallboards | Recent | Missed and Declined | Missed and Declined | Agent declined or Agent missed | Available | Agent Performance | Intraday | Channel | SUM | |
Wallboards | Recent | Overflowed | Routed to Queue, Routed to Flow, Routed to Agent, Disconnected | Overflow | Available | Queue Performance | Intraday | Channel | SUM | |
Wallboards | Recent | Inbound Engagement Results | Completed, Overflow to Disconnected, Auto-Closed | Various Measures | Available | Agent Performance, Queue Performance, Engagement | Intraday | Channel | SUM |