Legacy Wallboards vs Analytics for Contact Center Wallboard Functional Mapping
Question
What are the differences between the legacy wallboard function and Analytics for Contact Center wallboards?
Applies To
- 8c8 Contact Center
- Configuration Manager for Contact Center
- Wallboards
- Analytics for Contact Center
Answer
The table below compares features from legacy wallboards and Analytics for Contact Center wallboards.
| Feature | Legacy Wallboards ( CM ) | Analytics for CC Wallboards |
| User access | Admins | Supervisors, Admins |
| Monetization | Paid functionality (SKU) for a specific number of wallboards | Free Functionality for CC users for unlimited number of wallboards |
| Location | Configuration Manager | Analytics for Contact Center |
| General Overview | Presents only real-time metrics of the contact center operations. In CM, there is a dedicated section for 'Wallboard' functionality, which will allow the wallboard configuration by selecting general properties, desired metrics, thresholds (optional) and the queues. Users can select the metrics to be monitored in specific queues from a pre-defined list. Also, they can share and add their logo on the wallboard. |
Presents both real-time and historical metrics of the contact center operations. In Analytics for CC, users will first define their Dashboards with the ability of configuring multiple real-time and/or historical pre-defined widgets and can then generate a Wallboard URL out of their Dashboards The widgets allow for Agents/Queues/Media activity and performance monitoring in real time or over time, offering a wide variety of predefined and customizable real-time and historical metrics. Users also have the ability of defining thresholds for alerting in the event of potential or actual slips in performance and can share it with other colleagues |
| Monitoring capabilities / Metrics type | Can monitor only real-time queue specific metrics | Can monitor real-time and historical queue/agent/media specific metrics within pre-defined customizable widgets |
| Visualisation options | Tabular format only | Tabular, Chart, Big Number and Heat map capabilities available. |
| Wallboard Visual Customization | Ability to increase/decrease the font size Ability to mute sound for thresholds Ability to add a company logo on wallboard |
Adding multiple widgets within a wallboard view Resizing the widgets per desired dimension Reposition the widgets via drag-and-drop approach Dark/Light color theme Ability to adjust the viewing distance Ability to hide/display wallboard title Ability to hide/display timezone Ability to hide/display widget headers Ability to toggle on/off compact view Ability to increase/decrease the font size |
| Custom Metrics | No custom metric option | In addition to the vast metrics available out of the box in 8x8 Analytics for Contact Center, you can also create custom metrics using existing metrics to derive data critical to your business needs |
| Thresholds | Can set audio and visual one level thresholds for a predefined list of queue real-time metrics | Can set audio and visual three-level (success, warning and danger ) thresholds for a predefined list of queue and agents real-time metrics |
| Sharing capabilities | Ability to share the Wallboard URL by typing in specific email addresses or sharing the URL directly | Ability to share the Wallboard URL by selecting the people from a pre-populated list with all users in your tenant assigning View/Edit permissions or sharing the URL directly |
| Download | No download options | PDF, JPEG, PNG, SVG download options for chart widgets |
| Wallboard Accessibility | All created wallboards are saved and accessible in the Configuration Manager -> Wallboards location | All created Dashboards are accessible in the Analytics for CC -> Dashboards location |
| Queue Metrics | Available | Available Idle |
| Alerting | Offering | |
| Busy | Busy | |
| Working offline | Working Offline | |
| On break | On Break | |
| Waiting in queue | Waiting in queue | |
| Longest waiting | Longest Wait | |
| Processing all eligible queues | Handling | |
| Post processing all eligible queues | Wrap-Up | |
| Entered queue today | Entered | |
| Abandoned today | Abandoned | |
| Media type | Media types | |
| Queue ID | not available | |
| Queue Name | Queue Name | |
| Accepted Today | Accepted | |
| Avg Handle Time Today | Average Handling Time | |
| Avg Wait Time Today | Avg Waiting Time | |
| SLA % | ||
| SLA % Target (SLA TGT) | ||
| SLA Time Threshold (SLA THLD) | ||
| Accepted in SLA | ||
| Accepted in SLA% | ||
| Enabled (Enabl) | ||
| Eligible (Eligib) | ||
| Offering (Alert) | ||
| Working Offline | ||
| Busy Other | ||
| Waiting in Queue | ||
| Abandoned | ||
| Abandoned % | ||
| Avg Waiting Time | ||
| Avg Speed to Answer | ||
| Longest Offering Time | ||
| Entered | ||
| New in queue | ||
| Accepted | ||
| Accepted % | ||
| Average Handling Time | ||
| Average Processing Time | ||
| Avg Wrap Up Time | ||
| Avg Busy Time | ||
| Diverted | ||
| Diverted % | ||
| Avg Diverted Time | ||
| Busy External | ||
| Total Abandonment | ||
| Total Abandonment % | ||
| Short Abandonment | ||
| Short Abandonment % | ||
| Total Interaction Handling | ||
| Total Interaction Wrap up | ||
| Agent Performance metrics | Not available | Accepted |
| Presented/ Offered | ||
| Alerting | ||
| Agent Direct Inbound Count | ||
| Agent Direct Inbound Time | ||
| Agent Direct Outbound Count | ||
| Agent Direct Outbound Time | ||
| Agent Internal Calls count | ||
| Agent Internal Calls Time | ||
| Agent Internal Calls Initiated count | ||
| Agent Internal Calls Received Count | ||
| Average Handling Time | ||
| Average Wrap Up Time | ||
| Current Status | ||
| Time on Status | ||
| Status Code | ||
| Line 1 | ||
| Line 2 | ||
| Rejected | ||
| Rejected Timeout | ||
| Logged in Time | ||
| Available Time | ||
| Available Time % | ||
| Offering Time | ||
| Reject Timeout | ||
| Average Offering Time | ||
| Longest Offering Time | ||
| Handling Time | ||
| Handling Time % | ||
| Wrap Up Time | ||
| Wrap Up Time % | ||
| Busy Time | ||
| Busy Time % | ||
| Working Offline Time | ||
| Working Offline Time % | ||
| On Break Time | ||
| On Break Time % | ||
| Internal Calls Initiated | ||
| Blind Transfers Initiated | ||
| Consultation Established | ||
| Warm Transfers Completed | ||
| Conferences Established | ||
| Transfers Received | ||
| Conference Time | ||
| On Hold Time | ||
| Hold | ||
| Longest Hold | ||
| Last Login | ||
| Last Logout | ||
| Transfers Initiated | ||
| Transfers Initiated % | ||
| Agent Resources Metrics | Not available | Current Status |
| Time on Media | ||
| Waiting in Queue | ||
| Longest Wait | ||
| Available | ||
| Last Login | ||
| Last Logout |