Locating the Big Board
Click Management (on the left hand side, with the blue gear icon) and navigate to Big Board.
You can then cast or screenshare to a television in the BDC.
The image is optimized for large television screens, including those with images in 4K.
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Features of the Big Board
The Board will continuously scroll, showing you the activity for each organization in your account.
You’ll also see a scrolling bar at the bottom of the Big Board, with information on the stats for each agent.
Information included on the Big Board
For the organizations, you’ll see the following information:
Agents Active: Number of agents logged into queues for the organization
IB/OB Count: Number of inbound and outbound calls handled today for the organization
In Queue: Number of customers currently waiting in the inbound queue
Longest Wait: The current inbound call with the longest wait time for this organization
New Appts: The number of new appointments set for this organization today
Service Level: The percentage of customers who called in and connected with an agent- either via an answered inbound call or a returned missed call.
Agent Drop %: Percentage of inbound calls where the customer hangs up while they are in the queue, before connecting with an agent.
Avg Hold Time: The average hold time of this organization’s inbound calls today
Avg IB Talk Time: The average time spent connected on inbound calls for this organization today
Avg OB Talk Time: The average amount of time spent connected on outbound calls for this organization today
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Information included on the Big Board (continued)
In the scrolling bar with the agent’s information, you’ll see the following information. You’ll only see agents who are logged in. Agents who are logged out will not appear.
Number of inbound calls today
Number of outbound calls today
Their current status
How long they’ve been in that status
Thresholds for highlighted data
If no agents are active in the organization, the zero will be highlighted in red.
When Hold and Talk times reach the default thresholds below, they will be highlighted by the indicated colors. If the thresholds for all three are red, the whole row will highlight in pink.
Avg Hold Time: 30 seconds - warning turns orange / 45 seconds - red and flashing
Avg IB Talk Time: 120 seconds - warning turns orange / 180 seconds - red and flashing
Avg OB Talk Time: 60 seconds - warning turns orange / 120 seconds - red and flashing
Customizing Alert timeframes
You also have the ability to create custom thresholds for highlighted data.
To locate, click on the orange arrows on the top left of your Big Board. Navigate to the green Alert Rules icon.
Customizing Alert timeframes (continued)
You’ll then see Alert Rules. Click the blue Create Alert Rule button. To see the Default Alert Rules, click the question mark icon at the top right.
To create a new Alert Rule, you’ll make selections to the following:
Threshold: the seconds or percentage when the alert should occur, based on the Unit chosen.
Unit: allows you to choose a number of seconds or percentage when alert will occur.
Rule Action: allows you to choose a status for your custom rule. Those are below. Critical thresholds will trigger a flashing effect.
Avg inbound calls warning
Avg inbound calls critical
Avg outbound calls warning
Avg outbound calls critical
Agent status critical
Agent status warning
Avg hold duration warning
Avg hold duration critical
Color: allows you to choose a color for each alert.
Customizing Alert timeframes (continued)
When you’ve created your Alert Rules, you’ll see them displayed as below. You can either use the orange pencil icon to edit, or the red trash can icon to delete.
Questions? Reach out to your Volie Customer Success Manager for assistance!