Preset Management

The Wallboards preset configuration interface allows you to easily create, edit, and delete wallboard presets within the Agent Inbox environment, enabling you to conveniently manage what is displayed on your wallboards. This eliminates the need for direct access to screens displaying the wallboards in order to configure the necessary insights.

To access the wallboard settings, ensure that the wallboards functionality is enabled. This functionality is activated upon completion of an order for this Pro Add-on. Please contact your Customer Success or Account Manager for more information. Once this process is completed, you can:

1. Click on the Wallboards option within the three-dots menu in the bottom left corner.

2. Navigate to the "Wallboard presets" section.

Presets overview

On the wallboard presets page, you can create, edit, or delete wallboard presets, as well as get an overview and navigate through all the presets you have already created.

Creating Wallboard presets

1. To create a wallboard preset, go to the Wallboards presets menu item.
2. Click on the "Add Preset" button to access the Preset creation screen.
3. Fill in the mandatory "Name" and "Language" fields.
4. Select the type of Wallboard you would like to create.

5. When creating presets, the following filters are available:

Filters

• Web store(s)
  Use this multi-select menu to choose the web stores you want to filter. After saving, data displayed will be specific to these web stores.
• Channel(s)
  This multi-select menu shows all available channels in the MSC Agent Inbox. Select the channels to filter on.
• Urgent chat (Instant)
  Displays only urgent chats, including new conversations or those awaiting a follow-up response for over 90 seconds.
• Type of data (Productivity)
  Choose the desired context for the volume charts. Switch between channels and web stores.
• Period of data left column (Productivity)
  Enter the number of hours for data to be displayed in the left column of your wallboard.
• Period of data middle column (Productivity)
  Enter the number of hours for data to be displayed in the middle column of your wallboard.

6. When all settings for the Preset are defined, click “Save” to add it to the list of available presets.

Manage Wallboard presets

1. To edit or delete existing presets, click the actions button on the right side of the table.
2. Select “Edit” to modify the settings of the preset.
3. Select “Delete” to remove a preset.

Using/selecting Wallboard presets

1. Once a preset is successfully configured and you want to use it:
2. Go through the authentication process, and select the preset you want to display from the list.

3. If you want to switch to another preset or view the settings of the current preset, you can use the buttons in the bottom right corner to do so.