Introduction #

Boost Call Center Performance with 3CX Competitive Wallboard: Real-time Agent Rankings and Motivation

Discover the power of 3CX Competitive Wallboard for call center managers and agents. This web application offers real-time visual representations of agent performance and rankings, fostering healthy competition and driving productivity. Monitor agent performance, track rankings, and stay informed about progress towards quotas. Revolutionize call center management with this user-friendly tool that empowers managers and agents to achieve success.

What is 3CX Competitive Wallboard? #

The 3CX Competitive Wallboard is a renowned industry leaderboard that monitors real-time agent performance. It fosters healthy competition among agents by showcasing performance rankings for the day, week, and month. Managers have customization options to tailor displayed statistics and set quotas to drive productivity. Historical trend insights enable comprehensive reporting for informed decision-making. Agents can only access the displayed information, ensuring confidentiality and encouraging personal performance improvement based on peer benchmarks.

Why choose 3CX Competitive Wallboard? #

	AGENT PERFORMANCE	Identify top-performing agents who have achieved the highest call volume and recognize diligent agents who have met their call targets for the current month, week, and day.
	MANAGEMENT VISIBILITY	Gain valuable insight into your team’s productivity as a manager. Identify top performers and those in need of support instantly, empowering you to optimize performance and make informed decisions in real-time.
	ENHANCED ACCOUNTABILITY	Access tangible and practical data instantly, enabling informed decision-making based on crucial performance metrics.
	AGENT STATUS	Monitor the availability and duration of phone status changes in real-time.

Prerequisites #

Before installing 3CX Competitive Wallboard, you need to ensure that your computer meets the minimum requirements mentioned below:

• 3CX Version 18
• Windows 10 or above / Windows Server 2012 or above (64 bit)
• Microsoft SQL Server 2014 or above (Including the free SQL Express edition)
• Microsoft .Net 4.7.2
• VoIPTools’ 3CX Relay Service installed on the 3CX server
• Microsoft Internet Information Server (IIS) 7.0 or above
• Install .NET Core SDK. For this, go to the link https://www.microsoft.com/net/download.  From the Windows section, under .NET Core, select Download .NET Core SDK.  Install the software on your VoIPTools server.
• Port number 7250 opened on your device.

NOTE:

• Installation on a domain controller may require additional assistance
• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio
• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation overview #

	DOWNLOAD SOFTWARE	You can order 3CX Competitive Wallboard online at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
	INSTALL PREREQUISITES	To install 3CX Competitive Wallboard, you must first install several prerequisites. These prerequisites encompass the installation of Microsoft Internet Information Server (IIS) and Microsoft SQL Server.
	INSTALL 3CX COMPETITIVE WALLBOARD	This User Guide contains step-by-step instructions to successfully install 3CX Competitive Wallboard. Begin by extracting the installer from the downloaded zip file, then run the setup program named CompetitiveWallboard.exe
	REGISTER YOUR SOFTWARE	You must register your license key to activate 3CX Competitive Wallboard. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

Step-by-Step Installation Procedure #

The following section will guide you through a detailed walkthrough of the installation process.

Step 1: Download 3CX Competetive Wallboard #

1. Find the software download link in the Order Confirmation Email, or you can find it in your order history on our website and download the 3CX Competetive Wallboard application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

3. Click the Run Anyway option to start the installation.

Step 2:  Install Prerequisites #

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Competitive Wallboard’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

1. Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.

2. In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.

The installer will download and install the selected applications.

3. The Microsoft SQL Server License Terms page appears if you have selected to install SQL Server Express. Click Accept to acknowledge the license terms and continue

4. In the next window, the Media Location field displays the SQL Server Media target location. If required, you can browse to change the location. Click Install to begin the installation of SQL Server Express.

5. Once the prerequisites are installed successfully, click Close.

6. Microsoft SQL Server Management Studio begins to install. Once the installation is complete, click Next

7. During the installation of SQL Server Management Studio, you will again be asked to reboot your computer.  Click Yes to reboot the computer.

Step 3: Start the installation process #

1. After all the prerequisites are installed, the 3CX Competitive Wallboard Setup Wizard appears. Click Next to Continue.

2. On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Competitive Wallboard’ will be installed. Note that you cannot change the path.
3. Click Next to continue with the installation.

Step 4: Test Relay Settings #

1. In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
2. Enter 8801 in the Relay Port field.
3. Enter the public key you took from VoIPTools Relay services in the Public Key text area.

4. Click the Test Relay Settings to confirm ‘3CX Auto Logout’ can communicate with the Relay services running on the 3CX server.
5. If the ‘3CX Competitive Wallboard’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.
6. Click Next to continue with the installation.

NOTE:

• You must set the Relay Port to 8801.
• If the Relay test fails, you cannot continue the installation until you establish communication with the Relay. If the test was unsuccessful,
  • Confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
  • Confirm that you have entered the correct FQDN for the 3CX server.
  • Confirm that the 3CX Auto Logout and Relay use the same port and protocol.

Step 5: Configure the database #

1. When configuring 3CX Competitive Wallboard, select an existing Microsoft SQL Server instance in your environment.  The database server can be a remote SQL Server, or a local instance running on the VoIPTools server.

NOTE:

We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.

2. To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
3. In the Username and Password fields, enter valid SQL login account credentials
4. To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
5. In the Database field, the installer will automatically display the default database name.  We encourage you to use the default name.  If you are upgrading or reinstalling 3CX Competitive Wallboard, select the existing database name from the list.
6. Click the Test SQL Connection button to confirm connectivity to SQL Server and then click Next to continue.

Step 6: Installing 3CX Competitive Wallboard #

1. In the Ready to Install window, click Install to start the installation of the ‘3CX Competitive Wallboard’.

The application installation progresses. This may take several minutes to complete.

2. Once the installation is complete, click Finish.

Step 7: Register your Software #

To ensure the authorization of your license key, it is necessary to complete the registration process. By registering with VoIPTools, you gain access to a range of benefits:

Key Replacement Assistance	In the unfortunate event of a lost license key, registering with VoIPTools lets us provide you with a replacement key promptly.
Product Updates and Reminders	By registering, you will receive timely notifications from VoIPTools regarding any product updates. Additionally, we will send reminders when your key is nearing its renewal date, ensuring uninterrupted access to our services.

Follow the procedure to register your software,

1. Double-click the 3CX Competitive Wallboard  desktop icon to open the web application.
2. On the Login page, do the following tasks,
   1. In the Extension field, enter your 3CX extension number.
   2. In the PIN field, enter your 3CX voicemail PIN.
   3.  Click the Login button to log in to your account.

NOTE:

When you first install the Wallboard, all users are treated as a “managers”. This gives you access to the settings pages where you configure the Wallboard extension group. The name of the 3CX extension group can be anything you choose, and managers of this extension group then become managers of the wallboard.

Once the extension group is created in 3CX and configured in the Wallboard, then you must be a member of this extension group to access the wallboard, and you must be a manager of this extension group to make changes to the wallboard configuration.

3. In the License tab, enter your registration information in all the required fields (Note the red dot denotes a required field).
4. Click the Register button.

As a new user, you can only see the Settings and About tabs after successful registration.

5. In the Settings section and from the Extension Group Name dropdown list, select the desired extension group name you want to set as the default one. Click here to learn how to create a new extension group in 3CX.

5. At the footer of the page, click Save.

Now the Web portal displays all the other tabs and the Wallboard page displays your default extension group name.

NOTE:

• The license key permits you to install the software on one computer. This is not free software.

• It is mandatory to select ‘Extension Group Name’ to continue accessing the other screens of the application. If you are an existing user, then you can continue accessing the application with the previously selected default extension group.

Web Portal #

To access the 3CX Competitive Wallboard web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (3CX Competitive Wallboard Web).

Login Rights #

3CX Competitive Wallboard lets users log in as Agents and as Managers. Separate logins for agents and managers serve to control access, bolster security, customize experiences, enforce accountability, and streamline usability. This approach restricts unauthorized access, safeguarding sensitive functions. Managers, who often require more advanced privileges, can access tailored tools and settings

Manager Rights #

As a manager, you can perform the following activities in the Wallboard application:

• A manager can view and access data in all the menu options available in the Competitive Wallboard web portal.

As a manager, you can perform the following tasks,

• Activate/ Inactivate an agent.
• Add a new agent.
• Send a group message to your agents.
• Change the name of the existing agents.
• Upload new pictures or edit pictures of your agents.
• View an agent’s idle time during the shift hours of the day and since the latest call.
• View the current status of an agent and the time since the current status has been changed. View and export the complete status of your agents.
• View agent’s custom statuses.
• Set inbound and outbound day, week and month call quotas for any agent.
• Configure font size for the ‘Wallboard’ screen.
• Specify the 3CX Extension Group to monitor.
• Edit extension group.
• Set ‘Minimum Call Duration’ (in seconds) for an extension group so that a call can stand eligible for call count only after it reaches the set time.
• Set ‘Work hours type’ for an extension so that the calls made in the set working hours will stand eligible for call count.
• Set the ‘Sort Order’ setting for ‘Inbound’ or ‘Outbound’ calls in the ‘Wallboard’ screen to display the agents in descending order based on their inbound or outbound call count.
• Reorganize the order of columns in the wallboard screen except that the ‘Picture’ column is always the first one.
• Hide one or more columns in the wallboard screen except ‘Picture’ column.
• View and export call log reports in various formats.
• Customize the color, logo, and other elements to establish your brand identity.

Agent Rights #

As an ‘Agent’, you have the following rights:

• Agents can view only Wallboard and About screens.
• An agent cannot edit any data.

Wallboard #

The Wallboard screen displays the list of all the active agents of the saved extension group and their current call statistics. Here, you can view which agent has made the most calls and who has met their call quotas.

Features of Wallboard Screen #

• The Wallboard screen can be viewed by agents who are assigned either ‘Manager’ or ‘Agent’ roles.
• The Wallboard screen displays data as per the selected Extension Group Name. In the Config Settings screen, if you have configured 3CX Extension Groups to display data according to the timer, then the Wallboard screen displays data of all the extension groups that are a part of the loop one after the other for a specified number of seconds.

NOTE:

In the Wallboard screen, once you select an extension group that is not a part of the loop, the loop will break and the Wallboard will display data related to the selected group only. If you want to restart the loop, then select an extension group that is a part of the loop.

• If you have configured a Group Message for desired extension group in the Agents screen, then the Wallboard screen displays the group message when you select that group from the Extension Group Name dropdown list.

• The Wallboard screen displays the list of all the agents associated to the group that you select from the Extension Group Name drop-down list.
• Depending on the Sort Order setting (Inbound/ Outbound) that you have selected in the Settings screen, the Wallboard screen displays the agent’s information in the following way:
  • If the Sort Order setting is Outbound, then the agents will be displayed in descending order based on the outbound call count.

• • If the Sort Order setting is Inbound, then the agents will be displayed in the descending order based on inbound call count.

• • If the Sort Order setting is Outbound and if the daily outbound call count for any two agents is the same, then the agent with the highest Outbound Talk Time for the day will be displayed above the other agent.
  • If the Sort Order setting is Inbound and if the daily inbound call count for any two agents is the same, then the agent with the highest Inbound Talk Time for the day will be displayed above the other agent.

• If an agent has not yet met their quota, their quota will be displayed in RED.
• Once the call quota is reached for any agent, the color will change to GREEN.

• The footer of the Wallboard screen displays the sum of outbound calls of all the agents per day/ week/ month, sum of inbound calls of all the agents per day/ week/ month, and the average percentage of answered inbound/ outbound calls of all the agents per day.
• The Wallboard screen displays Idle Time data only when you select Work hours type as Shifts in the Settings page. Idle Time is an active timer that runs to display the amount of idle time of an agent during shift hours.
• Presence displays the current Agent Status and the Time since the latest updated Agent Status in the ‘3CX Smart Phone’.

Columns Definition: #

PICTURE	Displays the image for an agent. You can upload new or edit an existing image from Agents screen
EXTENSION	Extension number of an agent
AGENT NAME	Name of an agent
OUTBOUND CALLS	The Day reprsents the number of outbound calls made and answered by an agent for the day. The week represents the number of outbound calls made and answered by an agent for the week. The Month represents the number of outbound calls made and answered by an agent for the month.
OUTBOUND QUOTA	The Day represents the outbound call quota of an agent for the day. The Week represents the outbound call quota of an agent for the week. The Month represents the outbound call quota of an agent for the month.
INBOUND CALLS	The Day represents number of inbound calls attended by an agent for the day. The Week represents number of inbound calls attended by an agent for the week. The Month represents the number of inbound calls attended by an agent for the month.
INBOUND QUOTA	The Day represents the inbound call quota of an agent for the day. The Week represents the inbound call quota of an agent for the week. The Month represents the inbound call quota of an agent for the day.
OUTBOUND ATTEMPTS	Number of outbound call attempts made by an agent for the day
TALK TIME	Inbound represents the total talk time of all the answered inbound calls of an agent for the day. Outbound represents the total talk time of all the answered outbound calls of an agent for the day. Total represents the sum of Inbound Talk Time and Outbound Talk Time of an agent for the day.
AVERAGE LENGTH	Inbound represents the average inbound talk time of an agent for the day. Outbound represents the average outbound talk time of an agent for the day.
TOTAL CALLS	Inbound represents the number of answered inbound calls of an agent for the day. Outbound represents the number of answered outbound calls of an agent for the day.
MISSED CALLS BETA	Count of missed ‘inbound external queue calls’ by an agent.
PHONE STATUS	Status of a call for an agent while the call is in progress. The status is generally ‘dialing’, or ‘connected’. If the call disconnects then the call status is cleared
3CX STATUS	The status of the agent’s 3CX’s phone management.
CUSTOM STATUS	The status of the agent set and mapped in the 3CX Custom Presence.
PERCENTAGE	Inbound represents the percentage of inbound calls answered by an agent for the day. Outbound represents the percentage of outbound calls answered by an agent for the day
IDLE TIME	Idle Time is an active timer that runs to display the amount of idle time of an agent during shift hours. Current – Represents the amount of idle time since the latest call. Today – Represents the amount of idle time of an agent during the shift hours of the day. Usually, it is calculated as: (Total Shift Hours of the Day – Total Talk Time).
PRESENCE	Presence displays the current Agent Status and the time since the latest updated Agent Status. Status displays the current Agent Status. Time is an active timer that runs to display the time since the latest updated Status. When an agent changes the status in the ‘3CX Smart Phone’, the status is instantly updated in the Status column and the Time timer starts from zero.

NOTE:

The Wallboard screen displays Idle Time data only when you select Work hours type as Shifts in the Settings page.

Queues #

The Queues screen displays various data related to Call Queues for the current day.

NOTE:

The data displayed is only about inbound external calls to the Call Queues.

QUEUE NUMBER	The Call Queue Numbers displayed in this column are retrieved from the 3CX Console Management.
QUEUE NAME	The Call Queue names displayed in this column are retrieved from the 3CX Console Management.
CALLS WAITING	Displays the number of calls to the specific Call Queue that are in ringing stage.
AGENTS AVAILABLE	Displays the number of agents that logged into the Call Queue and are ready to take the call. In other words, the value is calculated as: (No. of login agents in the Call Queue) – (No. of Agents On Call)
AGENTS BUSY	Displays the number of agents in the Call Queue that are active on call.
ANSWERED	Displays the number of calls attended in the Call Queue.
ABANDONED	Displays the number of calls unattended in the Call Queue.
TOTAL CALLS TODAY	Displays the total number of calls to the Call Queue. It is the combination of ‘Number of Calls Handled’ and ‘Number of Calls Lost’.
AVERAGE WAIT TIME	Displays the average value of ringing time of all the calls to the Call Queue.

Agents #

The Agents screen displays the information of all the active and inactive agents. As a manager, you can add/update an agent, activate/ inactivate an agent, set inbound and outbound call quotas, upload/ edit an image for an agent, change the agent’s name, and send group messages to your agents.

Add/ Update Agent #

1. On the menu bar, click Agents.
2. In the Agents screen, below tab bar, select Add/ Update Agent names from 3CX check box.

NOTE:

On checking the check box, the ‘Agents’ screen displays list of all the agents from 3CX.

3. Refresh the screen to see the updated names in the Agent Name column.

NOTE:

When you choose to update ‘Agent Names’ from 3CX, the system updates the values for all the Agents.

4. Check the Active box to activate the desired agent.
5. In the Outbound Calls Day Quota text box, type the number of calls an agent must make each day to meet their quota.
6. In the Outbound Calls Week Quota text box, type the number of calls an agent must make each week to meet their quota.
7. In the Outbound Calls Month Quota text box, type the number of calls an agent must make each month to meet their quota.
8. In the Inbound Calls Day Quota text box, type the number of calls an agent must attend each day to meet their quota.
9. In the Inbound Calls Week Quota text box, type the number of calls an agent must attend each week to meet their quota
10. In the Inbound Calls Month Quota text box, type the number of calls an agent must attend each month to meet their quota.
11. From the Picture drop-down, select the image that you want to display for the agent.
12. At the footer of the Agents screen, click Save changes to save the settings.

NOTE:

You can create multiple agents at one time, but make sure to click Save to commit all your changes to the database.

Activate Agent #

1. In the Agents menu option, from the Active column, check the box beside the agent whom you want to activate.
2. Click Save changes.

NOTE:

To check if the agent is successfully activated, you can confirm by displaying the wallboard screen. The agent should display in the list of monitored agents.

 Inactivate Agent #

1. In the Agents menu option, from the Active column, uncheck the box beside the agent whom you want to inactivate.
2. At the footer of the Agents screen, click Save changes.

NOTE:

To confirm that the agent has been successfully inactivated, you can view the Wallboard screen. The inactivated agent should no longer display on the list of agents.

Edit Inbound/Outbound Quota #

You can edit the agent’s inbound/ outbound quotas for the day and month:

1. Select the Agents menu option, and identify the record of the agent for whom you want to change the quota.
2. If you want to edit inbound call quota, click Inbound Day Quota or Inbound Week Quota or Inbound Month Quota depending on the type of inbound quota that you want to edit.
3. Similarly, if you want to edit outbound call quota, click Outbound Day Quota or Outbound Week Quota or Outbound Month Quota depending on the type of outbound quota that you want to edit.
4. In the text field, type the new quota.
5. Click Save changes to save the new quota.

Upload/Edit Picture #

You can edit the agent’s picture by selecting the image from the available list of pictures:

1. Chose Agents from the menu
2. Click the Choose File button to upload the profile pictures.

3. Select the uploaded profile picture in the Photo dropdown list.

Change the Agent’s Name #

You can choose to change the agent’s name displayed in the 3CX Competitive Wallboard.

1.  To view Agent Name as updated in the Wallboard application, check Add/Update Agents from 3CX checkbox.
2. To view Agent Name as updated in 3CX Console Management, check both Add/Update Agents from 3CX and Allow Override of Agent Name checkboxes.

Send Group Message #

You can send a group message to the desired extension group.

1. From the Extension Group Name dropdown list, select the desired extension group to which you want to send the message.
2. In the Group Message field, enter the message that you want to send.

The group message is displayed on the wallboard.

Reports #

The Reports enable you to export data in various formats and view Agent Status report.

Hover over the mouse on the Reports tab to display the following menu options:

• Call Log Report
• Agent Status Report

Call Log Report #

The Call Log Report screen enables you to export data in various formats. You can also export the reports for a particular extension.

1. Hover over the mouse on the Reports tab and from the dropdown menu, select Call Log Report.

NOTE:

Only the user with ‘Manager’ role can view ‘Reports’ screen.

2. The data represents the call logs of all the agents.
3. The Filter link on the left-hand corner of the screen uses a built-in query builder that enables you to filter call records by designing complex queries.

Export Call Log #

The Call Log Report screen displays list of all the calls placed by the agents. You can also view the list of call records for a specific day by selecting the desired date in Call Start and Call End date pickers. The log contains details including ‘Agent Name’, ‘Extension’, ‘Call Status’, ‘Call Duration’ etc. As a manager, you can export the data in various formats including pdf, xls, xlsx, rtf or csv.

1. Hover over the mouse on the Reports tab and from the dropdown menu, select Call Log Report to display the call log records. You can filter the data displayed or exported by entering criteria in the filter row.
2. Click the appropriate export button to export the logs in your desired format.

Get Report Based on Extension #

1. From the Select Extension dropdown list, select the desired extension based on which you want to get the report.
2. Click Get Report.

Agent Status Report #

The Agent Status Report screen displays the history of the ‘Agent Status’ for all the agents. When an agent changes the status in the ‘3CX Smart Phone’, the status is instantly updated in the web portal. The updated status can be seen in the Presence Status column of the Wallboard screen. Each incident of the change in Presence Status for an agent is recorded individually in the Agent Status Report.

Settings #

The Settings screen enables you to configure general settings, grid column settings, and brand settings.

General settings #

In the General Settings screen you can do the following tasks,

• select the desired Extension Group Name for the Wallboard application
• Edit the dimensions of the agent’s picture.
• Reorganize column order.
• Control font size
• column availability (making a column visible/ invisible)
• sort inbound or outbound call data for agents
• Set minimum call duration in the Wallboard screen
• Set the working hours for your extensions.
• Display the custom presence status in the Wallboard screen.

 Edit Font Size #

You can increase or decrease the font size for the wallboard screen so that when you display the agent information on flat-screen TVs in prominent locations, the font will be visible to everyone from a farther distance.

Follow the procedure to adjust the wallboard font size,

1. On the Settings menu option and in the Settings dialog box, increase or decrease the font size from the Font Size for the Monitor grid size box.
2.  Click Save to save the font changes.

Edit Picture Height/ Width #

You can resize the height and width of the agent’s image on your wallboard screen.

1. On the Settings menu option and in the Settings dialog box,
   • To adjust the picture height:
     • From the Picture height in pixels size box, type the pixel value or use the up and down arrows to increase or decrease the height respectively.
   • To adjust the picture width:
     • From the Picture width in pixels size box, type the pixel value or use the up and down arrows to increase or decrease the width respectively.
2. Click Save to save the new picture and resize the values.

Display Agent’s Custom Status #

You can see the agent’s custom status as mapped in the 3CX Custom Presence application. Follow the procedure to enable the agent’s custom status column,

1. In the Settings menu, click the General Settings,
2. Enable the Custom Status checkbox and click the Save button to save the settings.

You can see the custom status of the agents in the Wallboard tab,

NOTE:

To access the Custom Status column, you need to install the 3CX Custom Presence on the same server and relay where you’ve set up the 3CX Competitive Wallboard.

Edit Extension Group #

1. When you log into the web portal for the first time, you should save an extension group from the Extension Group Name drop-down. Once you save the extension group, the wallboard screen automatically displays the active agents of that group.
2. Once an extension group is selected, only the manager of the selected 3CX extension group can view and access the complete web portal, while the agents of that group can only view Wallboard and About screens.
3. When you select a specific Extension Group Name in the Settings screen, the Extension drop-down in the Agents screen lists all the extensions assigned to that group.

Specify the 3CX extension group to monitor: #

1. On the Settings dialog box, select the desired group from the Extension Group Name drop-down.
2. Click Save to save the selected extension group.

Set Minimum Call Duration #

1. On the Settings dialog box, in the Minimum Call Duration field, enter the time (in seconds) so that the outbound call that exceeds the set time will be eligible for call count.
2. Click the Save button to save the configuration.

Set Working Hours for an Extension #

Calls that are made only during the set Work hour type will stand eligible for call count for any agent.

• Set Regular Shift
  • On the Settings dialog box, beside Work Hours Type: label, select the Regular option.

NOTE:

Regular shift is day shift and the timings are 12:00 AM to 11:59 PM

• Set Shift Timings
  1. Beside the Work hours type label, select Shifts option.
  2. In the Shift start time field, set the time from which the shift starts.
  3. In the Shift end time field, set the time at which the shift ends.

Sort Order Settings #

Introduction:

Sort Order Settings are a vital tool for optimizing call center management. This feature lets you sort agents based on Inbound/Outbound calls, the number of calls made, and the duration of each call.

Sort based on Inbound and Outbound calls #

Based on the inbound/ outbound Sort Order setting, you can see that the Wallboard screen displays the agents in descending order based on their inbound/ outbound call count respectively.

1. On the Settings dialogue box, beside Sort Order,
   • select Inbound to sort the agents from the highest inbound calls to the lowest inbound calls.
   • Select Outbound to sort the agents from the highest outbound calls to the lowest outbound calls.
2. Click Save to save the sort order settings.

Figure 53: Sort order based on inbound and outbound calls.

Sort based on the Number of Calls and Call Duration. #

Based on the call duration and the number of calls, Wallboard screen displays the agents in descending order based on their number of calls or call duration for a given range of time.

Sort by the number of calls: #

1. On the Settings dialogue box, beside the Sort By section, select the Day Calls radio box to sort the agents from the highest number of calls to the lowest number of calls.
2. Select the desired range in the Sort By Range field.
3. Click Save to save the sort order settings.

Sort by the call duration: #

1. On the Settings dialogue box, in the Sort By section, select the Talk Time radio box to sort the agents from the highest call talk time to the lowest call duration.
2. Select the desired range in the Sort By Range field.
3. Click Save to save the sort order settings

Figure 55: Sort by call duration

Sorting combinations: #

The following table gives you information about the different ways to sort your agents.

SORT BY	SORT BY RANGE	SORT ORDER	RESULT
Calls	Day	Outbound	Sort agents based on the highest number of outbound calls in a day to the lowest number of outbound calls in a day
		Inbound	Sort agents based on the highest number of inbound calls in a day to the lowest number of inbound calls in a day
	Week	Outbound	Sort agents based on the highest number of outbound calls in a week to the lowest number of outbound calls in a week
		Inbound	Sort agents based on the highest number of inbound calls in a week to the lowest number of inbound calls in a week
	Month	Outbound	Sort agents based on the highest number of outbound calls in a month to the lowest number of outbound calls in a month
		Inbound	Sort agents based on the highest number of inbound calls in a month to the lowest number of inbound calls in a month
Talk Time	Day	Outbound	Sort agents based on the highest number of outbound call duration in a day to the lowest number of outbound call duration in a day
		Inbound	Sort agents based on the highest number of inbound call duration in a day to the lowest number of inbound call duration in a day
	Week	Outbound	Sort agents based on the highest number of outbound call duration in a week to the lowest number of outbound call duration in a week
		Inbound	Sort agents based on the highest number of inbound call duration in a week to the lowest number of inbound call duration in a week
	Month	Outbound	Sort agents based on the highest number of outbound call duration in a month to the lowest number of outbound call duration in a month
		Inbound	Sort agents based on the highest number of inbound call duration in a month to the lowest number of inbound call duration in a month

Looping 3CX Extension Groups for desired time #

You can view the data in the Wallboard screen as per the Extension Group Name configured in the Config Settings screen. However, if you want to view the data for the selected list of extension groups in a cycle, each group displaying data for every specified second, you can do it by configuring 3CX Extension Groups in the Config Settings screen.

1. In the 3CX Extension Groups combo box, select all the desired extension groups that you want to include in the loop.
2.  In the Group Refresh Interval field, enter the time so that the selected extension groups will display data one after the other for the specified number of seconds in the Wallboard screen.
3. Click Save.

NOTE:

In the Wallboard screen, once you select an extension group that is not a part of the loop, the loop will break and the Wallboard will display data related to the selected group only. If you want to restart the loop, then select an extension group that is a part of the loop.

Grid Columns #

You can display the Wallboard screen based on the ‘Sort Order’ setting and Column availability. Based on your requirement, you can hide either the ‘Inbound’ or ‘Outbound’ columns or make both of them visible. If the Sort Order setting is Inbound, the Wallboard screen sorts the agents in descending order based on their inbound call count. Similarly, if the Sort Order setting is Outbound, the Wallboard screen sorts the agents in descending order based on their outbound call count.

You can refer the following screenshots for more clarification:

CASE-1: Outbound columns made invisible, Sort Order: Inbound #

CASE-2: Inbound columns made invisible, Sort Order: Outbound #

CASE-3: Both Inbound and Outbound columns visible, Sort Order: Inbound #

CASE-4: Both Inbound and Outbound columns visible, Sort Order: Outbound #

Reorganize the order of the columns for the Wallboard screen #

On the Settings dialog box, under Wallboard Grid Visible columns and Order list box, select the column that you want to reorganize in the wallboard screen and click the Left  or the Right button to move the column to the left or right-hand side respectively.

Hide/ Show Columns for Wallboard screen #

Hide a Column

1.  On the Settings dialog box, under the Display Columns list box, select the column to hide in the Wallboard screen.
2. Click Left button to move it to the Available columns list box.

Show a Column

1. On the Settings dialog, under the Available columns box, select the column that you want to make visible on the Wallboard screen.
2.  Click the Right button to move it to the Display Columns list box.

Change the order of the Columns

1. Select the desired columns in the Display Columns list box.
2. Click the Up button to move the columns up the list or click the Down button to move the columns down the list.

Site Settings #

Site Settings enable you to customize branding settings for the application that include the following:

• Customize the gradient color of the ‘Application Header’
• Customize grid color in screens that display grid data
• Customize logo on the ‘Application Header’
• Customize ‘Header Title Prefix’ on the ‘Application Header’

Follow the procedure to customize your site,

1. Hover over the mouse on the Settings tab and from the drop down menu, select Site Settings

2. Perform any of the following customizations and click the Apply button to save your settings.

Customize Application Title Header – Gradient Color #

1. In the Header Colour section do the following,
   1. Select the top paint from the Top Colour color palette. 
   2. Select the bottom paint from the Bottom Colour color palette.
2. Click the Apply  button to Save the settings.

Customize Grid Color #

1. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data
2. Click the Apply button to save your settings.

Customize Logo #

• If you are uploading the logo for the first time then,
  1. In the Custom Logo section, click Chose File button to choose a logo from your device.
  2. Select the uploaded logo from the Select Logo dropdown list.
  3. Click the Apply  button to save your changes.
• If your have uploaded the logo,
  1. Select the uploaded logo from the Select Logo dropdown list.
  2. Click the Apply  button to save your changes.

Customize ‘Header Title Prefix’ Text #

1. In the Header Title field, enter the text that you want the application to display as a ‘prefix’ for the existing title in the application header.
2. Click the Apply button to save the header title prefix.

3CX Extension Group #

A 3CX Extension Group is needed to identify which extensions should be monitored for outbound call activities. A Wallboard manager is created by assigning the ‘manager’ role to a specific extension in the extension group.

You can create an extension group and assign multiple extensions to it.

NOTE:

A single extension can exist in more than one extension group.

Create 3CX Extension Group #

1. Log into 3CX Management Console as ‘Manager’
2. On the left pane, Click the Users menu.
3. Click the Groups tab on the top menu bar.
4. Click the Add button to create a 3CX extension group.

Assign Extensions to 3CX Extension Group #

1. Log into the 3CX Management Console as Manager.
2. On the left pane, click the Users menu.
3. Click the Groups tab on the top menu bar and click Add button to create a 3CX extension group.
4. In the Members section click the ADD button to assign extensions to the 3CX extension group.

Need Support? #

You get quick answers to most of your inquiries in our online manual. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.