Dashboard/Wallboard Fields

Dashboard/Wallboard Fields #

The table below shows which fields are available in each of the dashboard/wallboard tiles.

Agent Status #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Agents in Away state ✔ ✔ ✔
Agents Busy on ACD calls ✔ ✔ ✔
Agents Busy on Non ACD calls ✔ ✔ ✔
Agents Logged on ✔ ✔ ✔
Agents in Ready state ✔ ✔ ✔
Agents in Wrap state ✔ ✔ ✔
Queues ✔
Time On Duty ✔
Time In Status ✔

Active Calls #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Active Calls ✔ ✔ ✔
On Hold Calls ✔ ✔ ✔
Connected Calls ✔ ✔ ✔
Queuing Calls ✔ ✔ ✔
Ringing Calls ✔ ✔ ✔
Longest Active ✔ ✔
Longest Connected ✔ ✔
Longest Ringing ✔ ✔
Longest Waiting ✔ ✔
Waiting Calls ✔ ✔ ✔
Active Incoming Calls ✔ ✔ ✔
Active Calls (inc. IC) ✔ ✔ ✔
Active Internal Calls ✔ ✔ ✔
Active Outgoing Calls ✔ ✔ ✔
Incoming On Hold Calls ✔ ✔ ✔
On Hold Calls (inc. IC) ✔ ✔ ✔
Internal On Hold Calls ✔ ✔ ✔
Outgoing On Hold Calls ✔ ✔
Incoming Connected Calls ✔ ✔ ✔
Connected Calls (inc. IC) ✔ ✔ ✔
Internal Connected Calls ✔ ✔ ✔
Outgoing Connected Calls ✔ ✔
Incoming Ringing Calls ✔ ✔ ✔
Ringing Calls (inc. IC) ✔ ✔ ✔
Internal Ringing Calls ✔ ✔ ✔
Outgoing Ringing Calls ✔ ✔
Active Trunk-Trunk Calls ✔ ✔ ✔
Longest Active (inc. IC) ✔ ✔
Longest Connected (inc. IC) ✔ ✔
Longest Connected Trunk-Trunk ✔ ✔
Longest Ringing (inc. IC) ✔ ✔
Longest Waiting (inc. IC) ✔ ✔

Agent Times #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Agent State ✔

Call Costs #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Avg Rate Cost ✔ ✔ ✔ ✔
Max Rate Cost ✔ ✔ ✔ ✔
Min Rate Cost ✔ ✔ ✔ ✔
Total Rate Cost ✔ ✔ ✔ ✔ ✔

Call Info #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Call Direction ✔ ✔
Outside Number ✔ ✔

Call Times #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Average Wait Time ✔
Estimated Wait Time ✔
Longest Wait Time ✔

Call Times (%) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
% Hold Time ✔ ✔ ✔ ✔ ✔
% Hold Time (inc. IC) ✔ ✔ ✔ ✔ ✔
% Ring Time ✔ ✔ ✔ ✔ ✔
% Ring Time (inc. IC) ✔ ✔ ✔ ✔ ✔
% Talk Time ✔ ✔ ✔ ✔ ✔
% Talk Time (inc. IC) ✔ ✔ ✔ ✔ ✔
% Parked Time ✔ ✔ ✔ ✔ ✔
% Parked Time (inc. IC) ✔ ✔ ✔ ✔ ✔

Call Times (Average) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Avg Call Duration ✔ ✔ ✔ ✔
Avg Incoming Call Duration ✔ ✔ ✔ ✔
Avg Outgoing Call Duration ✔ ✔ ✔
Avg Hold Time ✔ ✔ ✔ ✔
Avg Hold Time In ✔ ✔ ✔ ✔
Avg Hold Time Out ✔ ✔ ✔
Avg Ring Time ✔ ✔ ✔ ✔
Avg Ring Time In ✔ ✔ ✔ ✔
Avg Ring Time Out ✔ ✔ ✔
Avg Talk Time ✔ ✔ ✔ ✔
Avg Talk Time In ✔ ✔ ✔ ✔
Avg Talk Time Out ✔ ✔ ✔
Avg Ring Time Abandoned ✔ ✔ ✔ ✔

Call Times (Min/Max) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Longest Call Duration ✔ ✔ ✔ ✔
Longest Incoming Call Duration ✔ ✔ ✔ ✔
Longest Outgoing Call Duration ✔ ✔ ✔
Longest Hold Time ✔ ✔ ✔ ✔
Longest Hold Time In ✔ ✔ ✔ ✔
Longest Hold Time Out ✔ ✔ ✔
Longest Ring Time ✔ ✔ ✔ ✔ ✔
Longest Ring Time In ✔ ✔ ✔ ✔
Longest Ring Time Out ✔ ✔ ✔
Longest Talk Time ✔ ✔ ✔ ✔
Longest Talk Time In ✔ ✔ ✔ ✔
Longest Talk Time Out ✔ ✔ ✔
Shortest Call Duration ✔ ✔ ✔ ✔
Shortest Incoming Call Duration ✔ ✔ ✔ ✔
Shortest Outgoing Call Duration ✔ ✔ ✔
Shortest Hold Time ✔ ✔ ✔ ✔
Shortest Hold Time In ✔ ✔ ✔ ✔
Shortest Hold Time Out ✔ ✔ ✔
Shortest Ring Time ✔ ✔ ✔ ✔
Shortest Ring Time In ✔ ✔ ✔ ✔
Shortest Ring Time Out ✔ ✔ ✔
Shortest Talk Time ✔ ✔ ✔ ✔
Shortest Talk Time In ✔ ✔ ✔ ✔
Shortest Talk Time Out ✔ ✔ ✔
Longest Ring Time Abandoned ✔ ✔ ✔ ✔
Shortest Ring Time Abandoned ✔ ✔ ✔ ✔

Call Times (Total) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Total Call Duration ✔ ✔ ✔ ✔
Total Incoming Call Duration ✔ ✔ ✔ ✔
Total Outgoing Call Duration ✔ ✔ ✔
Total Hold Time ✔ ✔ ✔ ✔
Total Hold Time In ✔ ✔ ✔ ✔
Total Hold Time Out ✔ ✔ ✔
Total Ring Time ✔ ✔ ✔ ✔
Total Ring Time In ✔ ✔ ✔ ✔
Total Ring Time Out ✔ ✔ ✔
Total Talk Time ✔ ✔ ✔ ✔
Total Talk Time In ✔ ✔ ✔ ✔
Total Talk Time Out ✔ ✔ ✔
Total Ring Time Abandoned ✔ ✔ ✔ ✔
Total Talk Time Trunk-Trunk ✔ ✔ ✔

Call Times (Average) (inc. IC) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Avg Call Duration (inc. IC) ✔ ✔ ✔ ✔
Avg Outgoing Call Duration (inc. IC) ✔ ✔ ✔
Avg Hold Time (inc. IC) ✔ ✔ ✔ ✔
Avg Ring Time (inc. IC) ✔ ✔ ✔ ✔
Avg Talk Time (inc. IC) ✔ ✔ ✔ ✔

Call Times (Min/Max) (inc. IC) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Longest Call Duration (inc. IC) ✔ ✔ ✔ ✔
Longest Hold Time (inc. IC) ✔ ✔ ✔ ✔
Longest Ring Time (inc. IC) ✔ ✔ ✔ ✔
Longest Talk Time (inc. IC) ✔ ✔ ✔ ✔
Shortest Call Duration (inc. IC) ✔ ✔ ✔ ✔
Shortest Hold Time (inc. IC) ✔ ✔ ✔ ✔
Shortest Ring Time (inc. IC) ✔ ✔ ✔ ✔
Shortest Talk Time (inc. IC) ✔ ✔ ✔ ✔

Call Times (Total) (inc. IC) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Total Call Duration (inc. IC) ✔ ✔ ✔ ✔
Total Hold Time (inc. IC) ✔ ✔ ✔ ✔
Total Ring Time (inc. IC) ✔ ✔ ✔ ✔
Total Ring Time Out (inc. IC) ✔ ✔ ✔
Total Talk Time (inc. IC) ✔ ✔ ✔ ✔

Call Totals #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Answered Calls ✔ ✔ ✔ ✔ ✔ ✔
All Calls ✔ ✔ ✔ ✔ ✔ ✔
Completed Calls ✔ ✔
Incoming Calls ✔ ✔ ✔ ✔ ✔ ✔
Short Ringing Calls ✔ ✔ ✔ ✔ ✔ ✔
Incoming Answered ✔ ✔ ✔ ✔ ✔ ✔
Incoming Completed ✔ ✔ ✔
Abandoned Calls ✔ ✔ ✔ ✔ ✔ ✔
Unreturned Abandoned Calls ✔ ✔
Unreturned Abandoned Calls (no filter) ✔ ✔
Incoming with Caller ID ✔ ✔ ✔ ✔ ✔ ✔
Outgoing Calls ✔ ✔ ✔ ✔ ✔
Outgoing Answered ✔ ✔ ✔ ✔ ✔
Outgoing Completed ✔ ✔
Overflowed In ✔ ✔ ✔
Overflowed Out ✔ ✔ ✔
Refused Calls ✔ ✔
Short Answered Calls ✔ ✔ ✔ ✔ ✔ ✔
Transferred In ✔ ✔ ✔
Transferred Out ✔ ✔ ✔
Incoming Calls (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned Calls (Current Period) ✔ ✔ ✔ ✔ ✔
Outgoing Calls (Current Period) ✔ ✔ ✔ ✔
Trunk to Trunk Calls ✔ ✔ ✔ ✔ ✔ ✔
Incoming Answered (Current Period) ✔ ✔ ✔ ✔ ✔
Outgoing Answered (Current Period) ✔ ✔ ✔ ✔
Calls (Current Period) ✔ ✔ ✔ ✔ ✔
Incoming Unanswered ✔ ✔ ✔ ✔ ✔ ✔
Outgoing Unanswered ✔ ✔ ✔ ✔ ✔
Unanswered Calls ✔ ✔ ✔ ✔ ✔ ✔
Total Abandoned ✔
Total Abandoned (no filter) ✔

Call Totals (%) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
% Answered ✔ ✔ ✔ ✔ ✔
% Incoming Calls ✔ ✔ ✔ ✔ ✔
% Incoming Answered ✔ ✔ ✔ ✔ ✔
% Abandoned Calls ✔ ✔ ✔ ✔ ✔
% Outgoing Calls ✔ ✔ ✔ ✔
% Outgoing Answered ✔ ✔ ✔ ✔
% Refused Calls ✔ ✔
% Completed ✔ ✔
% Incoming Completed ✔ ✔
% Incoming with Caller ID ✔ ✔ ✔ ✔ ✔
% Outgoing Completed ✔ ✔
% Overflowed In ✔ ✔ ✔
% Overflowed Out ✔ ✔ ✔
% Short Answered Calls ✔ ✔ ✔ ✔ ✔
% Transferred In ✔ ✔ ✔
% Transferred Out ✔ ✔ ✔
% Incoming Unanswered ✔ ✔ ✔ ✔ ✔
% Outgoing Unanswered ✔ ✔ ✔ ✔
% Unanswered ✔ ✔ ✔ ✔ ✔

Call Totals (inc. IC) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Answered Calls (inc. IC) ✔ ✔ ✔ ✔ ✔ ✔
All Calls (inc. IC) ✔ ✔ ✔ ✔ ✔ ✔
Completed Calls (inc. IC) ✔ ✔
Incoming Answered (inc. IC) ✔
Incoming Calls (inc. IC) ✔
Internal Calls ✔ ✔ ✔ ✔ ✔ ✔
Outgoing Answered (inc. IC) ✔
Outgoing Calls (inc. IC) ✔
Overflowed In (inc. IC) ✔ ✔ ✔
Overflowed Out (inc. IC) ✔ ✔ ✔
Refused Calls (inc. IC) ✔ ✔
Short Answered Calls (inc. IC) ✔ ✔ ✔ ✔ ✔ ✔
Transferred In (inc. IC) ✔ ✔ ✔
Transferred Out (inc. IC) ✔ ✔ ✔
Incoming Unanswered (inc. IC) ✔
Outgoing Unanswered (inc. IC) ✔
Unanswered Calls (inc. IC) ✔ ✔ ✔ ✔ ✔ ✔

Call Totals (%) (inc. IC) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
% Answered (inc. IC) ✔ ✔ ✔ ✔ ✔
% Incoming Answered (inc. IC) ✔ ✔ ✔ ✔ ✔
% Incoming Calls (inc. IC) ✔ ✔ ✔ ✔ ✔
% Outgoing Answered (inc. IC) ✔ ✔ ✔ ✔
% Outgoing Calls (inc. IC) ✔ ✔ ✔ ✔
% Refused Calls (inc. IC) ✔ ✔
% Completed (inc. IC) ✔ ✔
% External (inc. IC) ✔ ✔ ✔ ✔ ✔
% Incoming Completed (inc. IC) ✔ ✔
% Intercom Calls ✔ ✔ ✔ ✔ ✔
% Outgoing Completed (inc. IC) ✔ ✔
% OverfIowed In (inc. IC) ✔ ✔ ✔
% Overflowed Out (inc. IC) ✔ ✔ ✔
% Short Answered Calls (inc. IC) ✔ ✔ ✔ ✔ ✔
% Transferred In (inc. IC) ✔ ✔ ✔
% Transferred Out (inc. IC) ✔ ✔ ✔
% Incoming Unanswered (inc. IC) ✔ ✔ ✔ ✔ ✔
% Outgoing Unanswered (inc. IC) ✔ ✔ ✔ ✔
% Unanswered (inc. IC) ✔ ✔ ✔ ✔ ✔

Users / Devices #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Queue Name ✔
Queue Number ✔
User Name ✔ ✔
User Number ✔ ✔
Presence Availability ✔
Presence Message ✔
Presence State ✔
Queue State ✔

Miscellaneous #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Current Date ✔
Current Date / Time ✔
Day of Month ✔
Day of Week ✔
Current Time ✔
Current Year ✔
Manual Text ✔

Service Levels #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Answered ≤ SL1 ✔ ✔ ✔ ✔ ✔ ✔
Answered ≤ SL2 ✔ ✔ ✔ ✔ ✔ ✔
Answered ≤ SL3 ✔ ✔ ✔ ✔ ✔ ✔
Answered ≤ SL4 ✔ ✔ ✔ ✔ ✔ ✔
Answered ≤ SL5 ✔ ✔ ✔ ✔ ✔ ✔
Answered ≤ SL6 ✔ ✔ ✔ ✔ ✔ ✔
Answered > SL6 ✔ ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL1 ✔ ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL2 ✔ ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL3 ✔ ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL4 ✔ ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL5 ✔ ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL6 ✔ ✔ ✔ ✔ ✔ ✔
Abandoned > SL6 ✔ ✔ ✔ ✔ ✔ ✔
Answered ≤ SL1 (Current Period) ✔ ✔ ✔ ✔ ✔
Answered ≤ SL2 (Current Period) ✔ ✔ ✔ ✔ ✔
Answered ≤ SL3 (Current Period) ✔ ✔ ✔ ✔ ✔
Answered ≤ SL4 (Current Period) ✔ ✔ ✔ ✔ ✔
Answered ≤ SL5 (Current Period) ✔ ✔ ✔ ✔ ✔
Answered ≤ SL6 (Current Period) ✔ ✔ ✔ ✔ ✔
Answered > SL6 (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL1 (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL2 (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL3 (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL4 (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL5 (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned ≤ SL6 (Current Period) ✔ ✔ ✔ ✔ ✔
Abandoned > SL6 (Current Period) ✔ ✔ ✔ ✔ ✔

Service Level Totals (%) #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
% Answered ≤ SL1 ✔ ✔ ✔ ✔ ✔
% Answered ≤ SL2 ✔ ✔ ✔ ✔ ✔
% Answered ≤ SL3 ✔ ✔ ✔ ✔ ✔
% Answered ≤ SL4 ✔ ✔ ✔ ✔ ✔
% Answered ≤ SL5 ✔ ✔ ✔ ✔ ✔
% Answered ≤ SL6 ✔ ✔ ✔ ✔ ✔
% Answered > SL6 ✔ ✔ ✔ ✔ ✔
% Abandoned ≤ SL1 ✔ ✔ ✔ ✔ ✔
% Abandoned ≤ SL2 ✔ ✔ ✔ ✔ ✔
% Abandoned ≤ SL3 ✔ ✔ ✔ ✔ ✔
% Abandoned ≤ SL4 ✔ ✔ ✔ ✔ ✔
% Abandoned ≤ SL5 ✔ ✔ ✔ ✔ ✔
% Abandoned ≤ SL6 ✔ ✔ ✔ ✔ ✔
% Abandoned > SL6 ✔ ✔ ✔ ✔ ✔

Support #

Field Name Tiles Grids Charts
Singe / Multi / Dual Stat Cycling / Ticker Circular Gauge Unreturned Call User Agent Queue Over Time
Incrementing Date / Time (UTC) ✔
Uptime Counter ✔
Responsive Date / Time (UTC) ✔
Connection ID ✔
Connection Time ✔
Real Time Address ✔
Server Address ✔