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Creating Widgets

 
Text Widget
Create a text widget by clicking on the Text  button in the toolbar, then clicking somewhere on the canvas. The widget's property window will open. Click on the  button across fromContent. A second window, Custom Text, will appear. Click the Add button. This opens a third window, the Realtime Value window. This window contains common calculations you can use to generate statistics like the current number of idle agents, the total number of calls you've received that day, the current number of callers in queue, and more.
 
 
 
Realtime Value
This section will walk you through creating a widget that counts how many calls you have in your queue. Clicking on Queued Calls in the Realtime Value window fills in the right side of theRealtime Value window with the parameters you need to fill out: the time frame, the type of calculation to use, and the groups you want to include in this count. Click any of these fields or the  buttons next to them to enter information.
 
Clicking Time Frame opens a Select Time Frame window. There are three options here: NowLast, and Since. Choosing Now will gather all matching calls that are happening right now. When a call no longer matches the requirements (if it is answered, for instance), it is no longer included in the result. Last shows you the matching calls from the last 5 minutes, 2 hours, or any other specified time frame. This option includes calls that are happening right now as well as those that are already been answered or otherwise dealt with, but as time moves on, older calls will age out of the result. The third option is Since. This one asks you to specify a time, and the widget will count up every matching call that happened since that time. This count will reset every day at the time you specify.
 
Since you want to know how many queued calls you have right now, choose Now and press OK.
 
The second piece of information the widget needs is whether you want to add up the total amount of calls (Count), or display a simple True/False result. A result is considered true if it has a value of 1 or higher.
 
You want to know the total number of calls, so choose Count.
 
The third piece of information you need to enter is the group or groups you want to include in this count. You can choose as many groups as you want, or simply choose All Groups at the top of the list to include all groups.
 
For now, choose All Groups. This will fill in check marks for every group beneath it. Press OK.
 
Now, the widget has everything it needs to give us the correct number of queued calls. Press OK in the Realtime Value window.
 
 
 
 
Custom Text
In the top half of the Custom Text window, a line of text that says “{0} Queued Calls (Count)” has appeared, followed by a “Queued Calls: {0}” in the bottom half of the window. The Contentbox in the bottom half is the part you can edit. You can replace “Queued Calls” with “Queue” or some other text, but don't erase the {0}.
 
The reason {0} is so important is that whenever the widget sees a number in those curly brackets in the Content box, it looks for that number in the list above and replaces it with a formula. In this case, you've told the widget that {0} means the number of currently queued calls.
 
Once the Content box contains the text you would like to display, press OK. This will take you back to the original Text Properties box. To see if your widget is working, press Apply. This will take you back to the main canvas and replace the widget's example text with the text you wrote into the Content box.
 
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