Wallboard and Realtime Settings

Learn about the settings which affect your statistics within Wallboards and Realtime dashboard tabs.

User Level:

Admin

This article describes functionality available in the CloudTalk Legacy Dashboard. Some features and options outlined here may not align with the functionality of the newer version of the dashboard. For detailed insights into the statistics and features available in the updated dashboard, please refer to the Analytics Documentation.

Wallboards and Realtime Dashboard

Wallboards are an available feature for Expert and Custom plans, while the Realtime dashboard is available for Essential, Expert, and Custom users.

Adjusting Settings

From the dashboard, you can access your general account settings by navigating to Account > Settings. Scroll down to find sections for Realtime dashboard and Wallboards settings.

Realtime Dashboard Values Explained

Refresh interval for Realtime dashboard	Select how often the page and all its information will refresh. It is recommended not to choose a value less than one minute, as this can negatively affect your server performance.
Time interval for displaying statistics in hours	Enter a number of hours to represent a period of time, which is needed to generate summative rates against which shifting realtime rates will be compared for statistical calculations. The time interval entered here will be used to calculate statistical values such as `ANSWERED`, `UNANSWERED`, `AVRG. ABANDON. RATE`, `MAX. ABANDON. RATE`, `AVRG. CALL DURATION`, and so on.
Threshold value for average waiting time in queue	Enter a number of seconds to represent an estimated acceptable queue time, against which the `AVRG. WAIT. TIME` will be compared to produce either a green or red vector icon. The vector icon represents whether its calculated statistic is higher or lower than the entered threshold value.
Threshold value for abandonment rate	Enter a decimal to represent an estimated percentage of calls which drop from the queue unanswered, against which the actual `ABANDON. RATE` will be compared to produce either a green or red vector icon. The vector icon represents whether its calculated percentage is higher or lower than the entered threshold percentage.

Wallboards Values Explained

Answered calls service level threshold	Enter an integer to represent an estimated acceptable number of answered calls within the time interval (adjusted in Realtime dashboard), against which the actual `ANSWERED` value will be compared to produce either a green or red vector icon. The vector icon represents whether its calculated statistic is higher or lower than the entered threshold value.
Time in seconds after which call will be considered as abandoned	Enter a number of seconds to represent the maximum time to pass before a call is counted as `ABANDONED` and dropped from the queue.

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Legacy dashboard

User Level:

Wallboards and Realtime Dashboard

Adjusting Settings

Realtime Dashboard Values Explained

Wallboards Values Explained

​User Level:

​Wallboards and Realtime Dashboard

​Adjusting Settings

​Realtime Dashboard Values Explained

​Wallboards Values Explained

User Level:

Wallboards and Realtime Dashboard

Adjusting Settings

Realtime Dashboard Values Explained

Wallboards Values Explained