Topic
This article explains how supervisors can configure Call Center Dashboard thresholds, create per-queue overrides, and display selected queues using Wallboard mode or a TV link.
Environment
- Cytracom UCaaS
- Call Center Dashboard
- Interactive Cytracom Portal session
Configuring dashboard thresholds
Thresholds determine when the Call Center Dashboard displays warning or breach conditions and define what qualifies as answering a call within service level.
Thresholds are stored for the account rather than only in the local browser. This allows supervisors and TV wallboards to evaluate queues using the same rules.
To configure account thresholds:
- Open Call Center Dashboard from the Cytracom Portal.
- Select Thresholds from the top of the dashboard.
- Review or modify the available settings.
- Save your changes.
Available thresholds
Longest-wait breach
Default: 60 seconds
Determines how long a caller can remain waiting before the queue's longest-wait indicator enters a breach state.
A longest-wait breach can also trigger the Breach notification at the top of the dashboard.
Service-level cutoff
Default: 20 seconds
Determines the maximum amount of time between a caller joining the queue and being answered for the call to count as being answered within service level.
For example, with a 20-second cutoff, a call answered in 18 seconds counts toward Service Level while a call answered in 25 seconds does not.
Service-level target
Default: 80%
Determines the desired percentage of answered calls that should be answered within the service-level cutoff.
The Service Level KPI and queue service-level indicators can warn when performance falls below this target.
Abandon-rate target
Default: 5%
Determines when the dashboard considers a queue's abandon rate too high.
Minimum sample
Default: 5
Determines how many calls must be available before percentage-based metrics are displayed.
Until the minimum sample has been reached, affected metrics display — rather than a percentage.
Per-queue threshold overrides
Individual queues can use different thresholds from the account defaults.
To configure a queue override:
- Locate the queue on the Call Center Dashboard.
- Select the ⋯ menu on the queue card.
- Select Thresholds.
- Enter the values that should apply specifically to this queue.
- Leave a setting blank when the queue should inherit the account default.
- Save the changes.
A queue with at least one override displays a Custom label.
Per-queue overrides can be configured for:
- Longest-wait breach
- Service-level cutoff
- Abandon-rate target
The following settings remain account-wide:
- Service-level target
- Minimum sample
To remove the queue-specific settings, select Reset to account defaults from the queue menu.
Hiding a queue
The ⋯ menu also provides the option to Hide from board.
Hiding a queue changes the queues displayed in your browser. It does not modify another supervisor's view or an existing TV wallboard.
Wallboard mode
Wallboard mode provides a simplified full-screen view designed for shared displays.
To start Wallboard mode:
- Select Wallboard mode.
- Choose between 1 and 3 queues.
- Start the wallboard.
The display switches to a full-height layout focused on the selected queues and their current status.
Use the on-screen control to exit Wallboard mode and return to the normal supervisor dashboard.
Creating a TV link
TV links allow a shared display or lobby TV to open the Call Center Dashboard without requiring an interactive supervisor session.
To create a TV link:
- Select TV links.
- Select how many days the link should remain valid.
- Optionally enter a label for the link.
- Select between 1 and 3 queues.
- Create the link.
- Copy the generated URL.
- Open the URL on the TV or kiosk that will display the wallboard.
Tip: When you select a single queue, it will expand the font-size for greater visibility. So, if you have 3 TVs, you can create 3 links per queue.
TV links can be valid for between 1 and 30 days.
Important: Treat a TV link like a password. Anyone with access to the link may be able to open the associated wallboard until the link expires or is revoked.
Revoking a TV link
Revoke a TV link when:
- The TV is no longer being used.
- The display has been relocated.
- The URL may have been shared unintentionally.
- You want to end access before the expiration date.
After a link is revoked, sessions using that link can no longer continue accessing the wallboard.
TV permissions
TV and kiosk sessions are view-only for dashboard administration.
A TV session can view its assigned queues but cannot:
- Change account thresholds
- Change queue thresholds
- Create TV links
- Revoke TV links
Threshold and TV-link administration must be performed from an interactive Cytracom Portal session.