Create Realtime Wallboard Widget
If you'd like to report on the speed of answer from your agents or groups in Realtime, you'll need to do the following.
- The example shown is calls answered within 20 seconds, but you can edit this for your needs.
Navigate to Realtime Displays > Realtime Stats.
Open up the "title value" widget in question, and click the pencil in the top right to edit. You can also create a "title value" with the buttons at the top.
Click on (...) on the "Value" line.
Create Custom Formula
Click the formula tab, and then click "New". It will open up a "Realtime Formula" window.
Change the Formula title to what you want it to be (Example: Calls Answered Within 20 Seconds) then click "Add"
The first formula you'll be selecting is "Advanced Finished Call Event" under the miscellaneous tab. Change the call direction to "Inbound".
Scroll down to "Is call answered" and set it as true.
Scroll down further to "Group Speed of Answer" and change this to < 20 Seconds. Click OK. This will bring you back to the Realtime Formula Page.
Click "Add" again.
Go to the "Miscellaneous" tab, and Select "Advanced Finished Call" Change the call direction to "Inbound".
Scroll down to "is call answered" and set it as true. Click OK. This will bring you back to the Realtime Formula Page.
There should be a {0} and a {1} on the Realtime Formula Page. Here you'll need to insert a " / " (to divide and get a percentage) so it looks like this " {0}/{1} "
Lastly, click on Format, and select Percent.
Select your newly created formula, and click OK.
Now select "Apply" to add this formula to the widget.
Test Widget
If done correctly it will look something like the screenshot below. As you can see, 82.61% of inbound calls have been answered within 20 seconds so far today.
This widget will allow you to see the percentage of calls answered within 20 seconds. You can copy the 20-second widget, and then adjust the group speed answer time to whatever time you would like other widgets to calculate.