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This step by step guide is meant to assist end users in creating a wallboard configuration.
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Prerequisites
The user need to have access to the following information either by creating it by them self if their Telepo system is configured to allow creation of API tickets.
- A Telepo organization domain. Ex: my-domain.com
- An user that is from the same domain, the user must have access to the queues that the wallboard should present. Ex: ted.jacksson
The user must also be in a user group that has the ACD Supervisor role granted - An end user API ticket from Telepo with the following right granted [ACD/attendant queues] [Queue statistics] [User info] [Contact search]
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| All wallboard configurations are stored in the URL, so as soon as you have a fully configured wallboard just bookmark or copy the full URL to reuse or share the current wallboard configuration. |
Create a wallboard
Go to setup page - The URL will vary between Service Providers
Enter the domain in the first input box
If the domain has not been granted a sufficient number of queue licenses an error message is shown and a system administrator must reconfigure the domains configuration.Enter the user id, its important that the user belongs to the domain and that he ticket was created under this user account.
Enter the Telepo end user API ticket token. Ex: 1234.abcdefghijklmopqrst
The ticket will be encrypted so once the wallboard has been created the original Telepo API ticket token will not be retrievable by the user.
This is due to security reasons since the same token could be used to access the Telepo APIs directly. So keep the token in a safe place and do not share it with unauthorized users.Click in the Load available queues button
All available queues for the ticket are now presented in a list with check boxes
Check one or multiple and click on Create board to open a wallboard with the selected queues.
A wallboard is now created and you can start to configure it to visualize the data in a way that suits your needs.
The content varies depending on the number of queues the wallboard contains. The more queues the less information per queue is presented due to screen space limitations. Note that is possible to have multiple browser tabs open simultaneous with different queues and configurations.
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Queue warnings - Signal a warning level when the current number of calls in the queue is greater or equal to a defined value.
Agents free warnings - Signals a warning level when the current number of free agents (available, logged in and not currently in a call) is less or equal to a defined value.
Agents logged warnings - Signals a warning level when the current number of logged agents (available and logged in) is less or equal to a defined value.
Add/remove/reorder queues on an existing wallboard
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By going to the configuration page the visible information can be changed on the current wallboard by toggle the check boxes under the Visible information section
Change widget content
Some widgets (parts of the wallboard) can be configured to show other values by clicking on the widget toggle icons next to the widget headers.
All values are retrieved from the underlying Telepo system and the values presented as Period are based on the statistics time span configured for the queue in the Telepo system i.e. from the Telepo GUI.
Change the size of wallboard items to fit your use cases
All items on a wallboard can be larger or smaller by clicking on it and then using the buttons in the popup. Each item can be configured individually or all items can be changes simultaneously by checking the Update all items box.
Changes made are saved in and persisted in the URL.
Share a wallboard configuration with others
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When a wallboard has been setup and configured the URL contains all information and can be sent to other users that will get access to the exact same configuration by opening the shared link.
Change the display name of a queue
If you want to present a different name for a queue than the one configured and loaded from the underlying Telepo system the Queue name override option can be set to another text and will be used in the user interface instead of the original name.
Open an isolated view of a queue from a multi queue wallboard
If you have configured a wallboard with multiple queues some information will not be displayed (depending on the number of queues different levels of information is shown). It is therefor possible to open a new wallboard with only one of the queues (in another browser window/tab) by clicking on the expand icon next to the queue name.
Note that it is only visible in multi queue setups.