Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

Transcription

1 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager Release 7.0 Issue 1 July 2018

2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya may generally make available to users of its products and Hosted Services. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original Published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: or such successor site as designated by Avaya. Please note that if you acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to you by said Avaya Channel Partner and not by Avaya. HostedService THE FOLLOWING APPLIES IF YOU PURCHASE A HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, LICENSEINFO UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. YOUR USE OF THE HOSTED SERVICE SHALL BE LIMITED BY THE NUMBER AND TYPE OF LICENSES PURCHASED UNDER YOUR CONTRACT FOR THE HOSTED SERVICE, PROVIDED, HOWEVER, THAT FOR CERTAIN HOSTED SERVICES IF APPLICABLE, YOU MAY HAVE THE OPPORTUNITY TO USE FLEX LICENSES, WHICH WILL BE INVOICED ACCORDING TO ACTUAL USAGE ABOVE THE CONTRACT LICENSE LEVEL. CONTACT AVAYA OR AVAYA S CHANNEL PARTNER FOR MORE INFORMATION ABOUT THE LICENSES FOR THE APPLICABLE HOSTED SERVICE, THE AVAILABILITY OF ANY FLEX LICENSES (IF APPLICABLE), PRICING AND BILLING INFORMATION, AND OTHER IMPORTANT INFORMATION REGARDING THE HOSTED SERVICE. Support Tools: AVAYA SUPPORT TOOLS MEAN THOSE SUPPORT TOOLS PROVIDED TO PARTNERS OR CUSTOMERS IN Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 2

3 CONNECTION WITH MAINTENANCE SUPPORT OF AVAYA EQUYIPMENT (E.G., SAL, SLA MON, AVAYA DIAGNOISTIC SERVER, ETC.) AVAYA SUPPORT TOOLS ARE INTENDED TO BE USED FOR LAWFUL DIAGNOSTIC AND NETWORK INTEGRITY PURPOSES ONLY. The customer is responsible for understanding and complying with applicable legal requirements with regard to its network. The Tools may contain diagnostic capabilities that allow Avaya, authorized Avaya partners, and authorized customer administrators to capture packets, run diagnostics, capture key strokes and information from endpoints including contact lists, and remotely control and monitor end-user devices. The customer is responsible for enabling these diagnostic capabilities, for ensuring users are aware of activities or potential activities and for compliance with any legal requirements with respect to use of the Tools and diagnostic capabilities on its network, including, without limitation, compliance with laws regarding notifications regarding capture of personal data and call recording. Licenses THE SOFTWARE LICENSE TERMS OR SUPPORT TOOLS LICENSE TERMS AVAILABLE ON THE AVAYAWEBSITE, OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants you a license within the scope of the license types described below, with the exception of Heritage Nortel Software and Support Tools, for which the scope of the license is detailed below Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentationor other materials available to you. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. License type(s) Designated System(s) License (DS). End User may install and use each copy or an Instance of the Software only on a number of Designated Processors up to the number indicated in the order. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, Instance, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software. Cluster License (CL). End User may install and use each copy or an Instance of the Software only up to the number of Clusters as indicated on the order with a default of one (1) Cluster if not stated. "Cluster" means a group of Servers and other resources that act as a single system. Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage 3 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

4 Nortel Products located at under the link Heritage Nortel Products, or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or (in the event the applicable Documentation permits installation on non-avaya equipment) for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Support Tools: Avaya Support Tools are provided as an entitlement of Avaya Support Coverage (e.g., maintenance) and the entitlements are established by Avaya. The scope of the license for each Tool is described in its License terms and/or the applicable service description document. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at: or such successor site as designated by Avaya. You agree to the Third Party Terms for any such Third Party Components. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ( AVC VIDEO ) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Note to Service Provider The Product or Hosted Service may use Third Party Components subject to Third Party Terms that do not allow hosting and require a Service Provider to be independently licensed for such purpose. It is your responsibility to obtain such licensing. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 4

5 parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for Product or Hosted Service notices and articles, or to report a problem with your Avaya Product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. All non-avaya trademarks are the property of their respective owners, and Linux is a registered trademark of Linus Torvalds. 5 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

6 Table of Contents Chapter 1: Introduction... 8 Purpose... 8 Main features of the application... 8 Chapter 2: Supervisor Wallboard Scrolling marquee panel of a supervisor The Supervisor My Team view Navigation Adding root CA certificate to the user trust store Signing in and signing out of Avaya Desktop Wallboard Avaya Desktop Wallboard for Supervisor home page in Web Client Avaya Desktop Wallboard for Contact Center Manager - Overview Dashboard Avaya Desktop Wallboard - Desktop Client home page of Supervisor Wallboard Changing the Supervisor Wallboard view to My Team view Changing the My Team view to Supervisor Wallboard view Viewing the external links in a supervisor view Editing the external links in a supervisor view Understanding the Supervisor Wallboard widgets Sending notifications to agents Viewing the agent of the week Creating a new Agent of the Week Editing the Agent of the Week Chapter 3: Contact Center Manager Wallboard Scrolling marquee panel of a contact center manager The Contact Center Manager My Team view Viewing and creating the Agent of the Week Editing the Agent of the Week Viewing the external links in a contact center manager view Editing the external links in a contact center manager view Understanding the Contact Center Manager Wallboard widgets Chapter 4: Working with widgets Understanding the My Team view widgets Chapter 5: Troubleshooting Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 6

7 Error messages Chapter 6: Resources Related resources Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

8 Chapter 1: Introduction Avaya Desktop Wallboard is a reporting solution that keeps agents informed about their contact center work performance levels, messages, and instant notifications from contact center managers. The application displays a scrolling marque that provides information from multiple sources, including Avaya Call Management System, Third Party Provider, and the Desktop Wallboard database. Contact center professionals view real-time performance data and instant messages directly on their workstations. Whether supervisors and contact managers work on-site or remotely, they can view real-time reporting for any metrics their centers utilize, including average answer and talk time, time in queue, and calls abandoned. These numbers show on a fixed line panel on an agent's desktop, and can include information such as individual performance measurements and objectives, and personalized motivational messages. This kind of rapid feedback gives supervisors powerful tools to improve the performance and productivity of the center. You can use Avaya Desktop Wallboard for Supervisor and Contact Center Manager as a web client or a desktop client application. For a web client, you must log in to the application using a web browser. For a desktop client, you must start the application by using the desktop shortcut available on your system. Purpose This document describes how to use the Avaya Desktop Wallboard Supervisor and Contact Center Manager Wallboard application. Supervisors and contact center managers who want to review their own and the team s work performance at a contact center will find this document useful. Main features of the application The following are the main features of the Avaya Desktop Wallboard for Supervisor and Contact Center Manager application: Dashboard: Displays a supervisor or contact center manager s call-related data in different widget formats such as pie charts, donut charts, or graphs. Users can customize the widget positions on the dashboard. Widgets: Display data in the form of charts, text, gauges, and graphs. For example, bar graphs, donut charts, pie charts, semi-circle donut charts, or split-donuts. External Links: Provide links to external websites for quick reference. Only supervisors or contact center managers can edit the external links. Role based access: Access Avaya Desktop Wallboard based on the defined roles, such as Agent, Supervisor, or Contact Center Manager for a given user. As an agent, you can only view the widget positions on your dashboard. As a supervisor or a contact center manager, you can manage agent s dashboard as well as configure their widgets and settings. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 8

9 Web admin tool: Using the Web admin tool, you can configure the settings for Agent, Supervisor, and Contact Center Manager. Users who want to add users, roles, groups, and tenants, and manage messages, alerts, and user configuration must use this tool. My Team view: Displays the widgets for the user s team, agent of the week, list of experts, the user s supervisors, and the time and date. o Agent of the week: Displays the profile of the agent who has outperformed other agents in a particular week. Only supervisors and contact center managers can add the agent of the week. This widget can be viewed in the My Team view on the application. o My Supervisors: Displays the list of supervisors for the logged in user. Marquees: Using Avaya Desktop Wallboard for Supervisor and Contact Center manager, you can add text marquees at the top or bottom of the dashboard. These marquees are used to display notifications or alerts on the agents dashboard. These marquees can be added as a scrolling or docked text area. You can also add Metrics in a marquee. 9 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

10 Chapter 2: Supervisor Wallboard Using Avaya Desktop Wallboard for Supervisor, supervisors can analyze the work performance of agents using CMS and other third-party statistics data. Supervisors can also analyze the work performance using widgets on the supervisor dashboard. Supervisor widgets and dashboard are configured by contact center managers and administrators. Scrolling marquee panel of a supervisor The scrolling marquee panel of a supervisor displays the information set by the contact center manager or the administrator. The supervisor can also log in to ADW web admin portal and send an instant reminder, alert, or announcement to their group. The Supervisor My Team view Using the Supervisor My Team feature, the supervisors can view details such as, team members, list of experts, agent of the week, current date and time, etc. The details are displayed in the form of widgets. These widgets are configured by the contact center managers and administrators. Navigation Adding root CA certificate to the user trust store About this task This procedure describes importing the root CA certificate to the user trust store. In case this procedure is not performed on a local computer, security exceptions must to be added in browsers. Please contact the administrator in case of any problems. Procedure Note: This procedure should be performed before accessing the ADW for supervisor or contact center manager. 1. On a local computer, double-click the root CA file. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 10

11 Figure 1: Certificate The system displays the Certificate dialog box. 2. Click Install Certificate. 3. On the Certificate Import Wizard, click Next. 4. Choose Place all certificates in the following store and click Browse. 5. In the Select Certificate Store box, choose Trusted Root Certification Authorities folder and click OK. 6. Click Next. 7. Click Finish. Signing in and signing out of Avaya Desktop Wallboard Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. 11 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

12 Procedure Note: Without adding the root CA certificate to the user trust store, the supervisor cannot log in. 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: Figure 2: Avaya Desktop Wallboard for Supervisor - Web client login page 2. In the upper-right of the page, in the Name field, type the user name of the ADW user. 3. In the Password field, type the password of the ADW user. 4. In the Extension field, type the required extension number of the user. 5. Click Login. The system logs in the user and displays the home page based on the user role defined for your credentials. 6. To sign out of the application, click the username ( ) drop-down list located at the upper-left in the page, and click Logout. The system logs out the user. Avaya Desktop Wallboard for Supervisor home page in Web Client The following screenshot depicts the home page for the Supervisor. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 12

13 Figure 3: Supervisor - Web Client Home Page Component CMS Panel Third-Party Ticket Panel (3PP) Marquee Message Panel Dashboard Description Displays the supervisor details such as date and time. The top panel also provides options to change view to My Team view and Dashboard view and also logout of the application. The panel also provides options to view the list of external links for quick reference. Displays the status of 3PP ticket configured for the logged in Supervisor. This is the second panel (row) from top position. Displays the moving or docked text message from the supervisor. This is the last panel from the top position. Displays the list of widgets an administrator or contact center manager has configured for the logged in Supervisor. This is displayed in the main body called as Dashboard. Avaya Desktop Wallboard for Contact Center Manager - Overview Dashboard The following screenshot depicts the Contact Center Manager overview dashboard. Note: Contact Center Manager is not yet supported in thick client. 13 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

14 Figure 4: Contact Center Manager Overhead Dashboard Component Overhead Dashboard Description Displays the widgets which show the analytics of a contact center. This is configured by the administrator or the contact center manager. The dashboard can be used to display on an overhead television to show the analytical data of the call center. Avaya Desktop Wallboard - Desktop Client home page of Supervisor Wallboard The following screenshot displays the Avaya Desktop Wallboard home page for Supervisor role. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 14

15 Figure 5: Supervisor- Desktop Client home page Changing the Supervisor Wallboard view to My Team view Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. Procedure Note: To open separate windows for the dashboard and MyTeam view, add SplitDashboard value as 1 in HKCU\Avaya\DSI registry. This is applicable only for thick client and not for thin client. 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 15 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

16 Figure 6: Avaya Desktop Wallboard - Supervisor home page 2. Navigate to the upper-right of the page and click My Team ( ). The system displays the My Team page for the logged in supervisor. Figure 7: My Team view Changing the My Team view to Supervisor Wallboard view Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 16

17 Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: Figure 8: My Team view 2. Navigate to the upper-right in the page and click Dashboard ( ). The system displays the Dashboard page for the logged in supervisor. Figure 9: Supervisor Dashboard Viewing the external links in a supervisor view Before you begin 17 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

18 Ensure that you have the credentials from your administrator to log in as a supervisor. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click External Links ( ). The system displays the External Links page for the supervisor who has logged in. Figure 10: External Links 3. To refer to the details of an external link, click the required link from the list. The system opens the clicked link on a new tab. 4. Click Close. Editing the external links in a supervisor view Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. Procedure Note: This feature is not yet available in thick client. 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click External Links ( ). The system displays the External Links page for the supervisor who has logged in. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 18

19 3. Click Edit. Figure 11: External Links The system displays the Edit External Links dialog box. Figure 12: Edit External Links dialog box 4. Select the checkbox next to the link you want to edit and click Edit Selected. 19 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

20 Figure 13: Edit External Links dialog box 5. Modify the details as required. 6. Click Save. 7. Click Close. Understanding the Supervisor Wallboard widgets Name My Service Level Description Displays the performance quality of the logged in supervisor in a percentage format. Figure 14: Thin or web client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 20

21 Name Description Figure 15: Thick or desktop client image Agent State Allocation Displays the different state of the logged in supervisor in a time format. Figure 16: Thin or web client image 21 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

22 Name Description Figure 17: Thick or desktop client image Skill/Split Allocation Displays the calls taken by the logged in supervisor for the different skillsets required for the call. The skillset are displayed in a percentage format. The skillset is identified with a skillset code. Figure 18: Thin or web client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 22

23 Name Description Figure 19: Thick or desktop client image My Incoming Call Allocation Displays the statistics of number of calls answered, abandoned, and routed by the logged in supervisor. Figure 20: Thin or web client image 23 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

24 Name Description Figure 21: Thick or desktop client image Daily Talk Percentage Displays the average time the logged in supervisor was talking or silent. Figure 22: Thin or web client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 24

25 Name Description Figure 23: Thick or desktop client image Average Call Duration by Hour Displays the average duration of a call taken by the logged in supervisor during each hour of the day. Figure 24: Thin or web client image 25 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

26 Name Description Figure 25: Thick or desktop client image Average Talk Time Displays the average call duration of a logged in supervisor. Note: This is a text widget. Only two metrics are allowed per text widget. Figure 26: Thin or web client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 26

27 Name Description Figure 27: Thick or desktop client image Calls In Queue Displays the duration of the oldest call and the number of calls in waiting. Note: This is a text widget. Only two metrics are allowed per text widget. Figure 28: Thin or web client image 27 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

28 Name Description Figure 29: Thick or desktop client image Total Calls By Hour Displays the total number of calls per hour by the supervisor. Figure 30: Thin or web client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 28

29 Name Description Figure 31: Thick or desktop client image Service Level By Queue Displays the percentage of acceptable calls versus calls offered for this split/skill. Figure 32: Thin or web client image 29 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

30 Name Description Figure 33: Thick or desktop client image Abandoned Calls By Hour Displays the calls abandoned or not taken up, per hour by the supervisor. Figure 34: Thin or web client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 30

31 Name Description Figure 35: Thick or desktop client image Incoming Call Distribution By Hour Displays the incoming call distribution- routed, abandoned or answered calls, per hour for a supervisor. Figure 36: Thin or web client image 31 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

32 Name Description Figure 37: Thick or desktop client image Average Call Duration By Hour Displays the average call duration by hour. Figure 38: Thin or web client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 32

33 Name Description Figure 39: Thick or desktop client image Abandoned Rate Displays the rate of abandoned calls. Note: This is a text widget. Only two metrics are allowed per text widget. Figure 40: Thin or web client image 33 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

34 Name Description Figure 41: Thick or desktop client image Top 5 Agents By Answered Calls Displays the top 5 agents by answered calls. Figure 42: Thin or web client image Figure 43: Thick or desktop client image Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 34

35 Sending notifications to agents Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click My Team ( ). The system displays the My Team page. Figure 44: Avaya Desktop Wallboard for Supervisor - My Team view 3. Select the check box next to the agents whom you want to notify and click Notify Agents. The system displays a Desktop Wallboard Messages dialog box. 35 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

36 Figure 45: Desktop Wallboard Messages 4. To change the Message Type, select the Message Type as Scrolling Message. The system displays the pop-up for scrolling message type. Figure 46: Desktop Wallboard Messages pop-up 5. Type the message and format the text using the following options: Background Color Font Color Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 36

37 Note: Font Font Size. Bold Italic Underline. For messages which do not expire, the Message Start Time and Message End Time are not required, as the system takes the start date when the message is configured. 6. Select the Non Expire check box. Note: If the message is for a specified duration, the Message Start Time and Message End Time need to be configured. 7. Click Send. The system displays the message to the agent recipients. Viewing the agent of the week Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click My Team ( ). The system displays the Agent of the Week widget. 37 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

38 Figure 47: Agent of the week for thin client Figure 48: Agent of the Week for thick client Creating a new Agent of the Week Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 38

39 Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click Agent of the Week ( ). The system displays the Agent of the Week list. Figure 49: Agent of the Week List for thin client 39 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

40 Figure 50: Agent of the Week List for thick client 3. On the Agent of the Week List page, click New or New Element. Figure 51: Selecting Agent of the Week for thin client Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 40

41 Figure 52: Selecting Agent of the Week for thick client 4. From the Users field, select the agent name. 5. In the Message field, type in your message for this week s agent. 6. Select the text format using the following options: Background Color Font Color Font Font Size. Bold Italic Underline. 7. Click Browse and select a photo of the agent. Note: The image size should not be more than 1MB. 8. Click Save. The system displays the new agent of the week. 41 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

42 Figure 53: New Agent of the Week in thin client Figure 54: New Agent of the Week in thick client Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 42

43 Editing the Agent of the Week Before you begin Ensure that you have the credentials from your administrator to log in as a supervisor. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click Agent of the Week ( ). Figure 55: Editing the Agent of the Week in thin client 43 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

44 Figure 56: Editing the Agent of the Week in thick client 3. On the Agent of the Week List page, select the checkbox next to the current agent. 4. Click Edit or Edit Selected. The system displays a dialog box to edit the agent of the week. Figure 57: Dialog box in thin client Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 44

45 Figure 58: Dialog box in thick client 5. Edit the details of the agent as required. For more information about agent of the week fields, see Creating the new agent of the week view. 6. Click Save. The system displays the updated Agent of the Week widget. 45 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

46 Figure 59: Agent of the Week in thin client Figure 60: Agent of the Week in thick client Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 46

47 Chapter 3: Contact Center Manager Wallboard Contact center manager is not supported in thick client. Scrolling marquee panel of a contact center manager The Scrolling marquee panel of a contact center manager displays the information set by the contact center manager or the administrator. This provides an instant reminder, alert, or announcement. The Contact Center Manager My Team view Using the Contact Center Manager My Team feature, the contact center managers can view details such as team members, list of experts, agent of the week, current date and time, etc. The details are displayed in the form of widgets. Contact center managers and administrators can configure more widgets on this page. Viewing and creating the Agent of the Week Before you begin Ensure that you have the credentials from your administrator to log in as a contact center manager. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click Agent of the Week ( ). The system displays the Agent of the Week list dialog box. 47 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

48 Figure 61: Agent of the Week list 3. On the dialog box, you can view the current Agent of the week. 4. To create a new agent, click New. Figure 62: Creating a new Agent of the week 5. From the Users field, select the agent name. 6. In the Message field, type in your message for this week s agent. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 48

49 7. Select the text format using the following options: Background Color Font Color Font Font Size. Bold Italic Underline. 8. Click Browse to select a photo of the agent. 9. Click Save. The system displays the new agent of the week. Editing the Agent of the Week Before you begin Ensure that you have the credentials from your administrator to log in as a contact center manager. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click Agent of the Week ( ). 49 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

50 Figure 63: Agent of the Week list dialog box 3. On the Agent of the Week List page, select the checkbox next to the current agent. 4. Click Edit Selected. The system displays a dialog box to edit the agent of the week. 5. Edit the details of the current agent. For more information about agent of the week fields, see Viewing and Creating the Agent of the Week. 6. Click Save. The system displays the updated Agent of the Week widget. Viewing the external links in a contact center manager view Before you begin Ensure that you have the credentials from your administrator to log in as a contact center manager. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the upper-right of the page and click External Links ( ). Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 50

51 The system displays the External Links page for the contact center manager who has logged in. Figure 64: External Links 3. To refer to the details of an external link, click the required link from the list. The system opens the clicked link on a new tab. 4. Click Close. Editing the external links in a contact center manager view Before you begin Ensure that you have the credentials from your administrator to log in as a contact center manager. Procedure 1. Open the Avaya Desktop Wallboard for Agent web client, by using the following URL format: 2. Navigate to the top-right of the page and click External Links ( ). The system displays the External Links page for the contact center manager who has logged in. Figure 65: External Links 51 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

52 3. Click Edit. Figure 66: Edit External Links 4. On the External Links page, select the checkbox of the link you want to edit and click Edit Selected. Figure 67: Edit External Links 5. Enter the values in the following fields: Title Order Link 6. Click Save. 7. Click Close. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 52

53 Understanding the Contact Center Manager Wallboard widgets Name My Service Level Description Displays the performance quality of the logged in contact center manager in a percentage format. Date and Time Displays the current date and time for the logged in contact center manager. Calls in Queue Displays the time duration of the oldest call in waiting and the number of calls waiting in queue. 53 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

54 Name Description Agent State Allocation Displays the different state of the logged in contact center manager in a time format. Top 5 Agents by Answered Calls Displays agents ranks based on the calls answered. Abandoned Rate Displays the number of unanswered calls out of the total number of calls. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 54

55 Name Description 55 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

56 Chapter 4: Working with widgets Avaya Desktop Wallboard for Supervisor or Contact Center Wallboard provides widgets on Supervisor or Contact center Manager Dashboard as well as on the My Team page of the agent. Supervisors or contact managers can use the statistics provided in the widgets to review their and the team s overall work performance. Understanding the My Team view widgets Name Description My Team Displays the list of team members of the logged in supervisor. Supervisor can: o o o Note: Search members in the team by typing in the name on the Filter by search field. Navigate to the different page to view more members in the team. Send alerts to other members using the Notify Agents option. The Notify Agents option is not yet available in thick client. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 56

57 Name Description Supervisor or contact center manager can add, configure or delete agents in the group. Agent of the Week Displays the agent of the week from the team members of the logged in agent. The agent of the week is chosen by the supervisors or the contact center manager of the logged in agent. 57 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

58 Name Description My Supervisors Displays the list of supervisors. Supervisors can also view online and offline supervisors. Time and Date Displays the current date and time of the system of the logged in supervisor. List of Experts Displays the list of experts available for the logged in supervisor. Supervisor can also identify online and offline experts. Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 58

59 Chapter 5: Troubleshooting Error messages Following are the error messages with their error numbers: Error number Error message 400 Bad Request 401 Unauthorized 402 Payment Required 403 Forbidden 405 Method Not Allowed 406 Not Acceptable 407 Proxy Authentication Required 408 Request Timeout 409 Conflict 410 Gone 413 Request Entity Too Large 499 Client Closed Request 500 Internal Server Error 501 Not Implemented 503 Service Unavailable 504 Gateway Timeout 505 HTTP Version Not Supported 507 Insufficient Storage 59 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

60 Error number Error message 508 Loop Detected 509 Bandwidth Limit Exceeded 510 Not Extended 2000 Unknown Error 2001 Connection Disconnect By Server 2002 Pending connection has timed out 2003 Pending connection has reset 2004 Server has stopped 2005 Mismatch in connection table 2006 Not authenticated 2007 Not a valid user or not assigned to group 2008 User name is not specified 2009 Maximum License count has been reached 2011 LDAP user credentials not valid 2012 Not a valid role privilege 2013 Directory Server is not active 2014 Password has been expired 2015 Password policy mismatch 2016 Unknown request type 2017 Unknown command 2018 Not a valid token 2019 Not a valid Agent of the Week 2020 Not a valid External link Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 60

61 Error number Error message 2021 Not a valid Widget Type 2022 Not a valid Broadcast Message 2023 Not a valid alert 2024 Not a valid Metric Item 2025 Not permitted 2026 ADW Server Connection has Failed 2027 Connection Closed by Client 2028 Connection Closed by Administrator 2029 Connection Closed, user logged in on other device 2030 Internal Server Error 61 Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

62 Chapter 6: Resources Related resources The following table lists the documents related to Avaya Desktop Wallboard. Download the documents from the Avaya Support website at Title Use this resource to: Audience Maintenance Administering Avaya Desktop Wallboard Use and configure the Avaya Desktop Wallboard admin tool Group Managers and Contact Center Managers Using Using Avaya Desktop Manager Wallboard Understand the Manager Wallboard application Contact center agents Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager 62